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June 2010 Using and Providing Hosted Services By Wayne Scaggs The teleservices call center industry has a unique view of hosting. We offer hosted services to our clients, often using hosted services that others provide to us. Hosted Service Options: Three Key Questions By Bill Curtin IV Calls centers must continually evaluate technology advancements, such as the options provided by hosted services, adjusting their business to best provide reliable communications and reduce costs. Here are three considerations in using hosted services. Hosted Contact Center Solutions By Ann LaBara Hosted services, also known as Communications as a Service (CaaS), provide a pay-as-you-go approach that allows upgrade opportunities and flexibility within the contact center without the expense of buying and installing a premise-based solution. From the Publisher: ATSI Call Center Award of Distinction Winners The Call Center Award of Distinction assesses teleservice agent CRM, courtesy, etiquette, and call techniques. This year’s honorees lead the industry in providing service with distinction. |
Navigating the Slippery Slope of Call-Recording Compliance By Tony Procops Call centers must be aware of the myriad of call-recording laws, arming themselves with the tools necessary to comply with these laws in order to minimize risk, mitigate liability, protect their reputation, retain customers, and avoid costly fines. Realizing the Full Benefits of Unified Communications By Bob Hockman As unified communications (UC) channels open up, the contact center becomes increasingly strategic and more vital to business communications and success.
Caution: Superstars Can Hurt Your Contact Center By Bob Cowen A poorly designed incentive program can have negative ramifications on call center agents. When the superstars dominate or max out the incentive programs, other agents give up or even regress. |
Mind Your Business: By Steve Michaels With demand up and supply down for telemessaging call centers, buyers will need to pay more. For Telephone Answering Service news & info, check out TAS Trader Customer Dynamics: Creating Value from Chaos, presented by Nice Systems Case Study and Boardroom Discussion on Attrition and BPO, by Professor Dibyendu Choudhury One and Done Call Resolution, by Mike Desmarais and Lara Pow of SQM Group Up to Your Assets in Technology? Time to Review Your Communications Portfolio, presented by Avaya From MyArticleArchive: No Raises this Year? Secrets to Employee Retention in Difficult Times The Top Twelve Business Etiquette Tips for Social Media Stop Checking Email and Call the Client: Unlock Your Potential to Find Happiness and Success Selling to the Four Temperament Styles How To Run A Sales Meeting With A Prospect: Keep It Simple! Events · Webinars · News · Vendors
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