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March 2005 Volume 13, Number 2 By Peter DeHaan Is it time for your call center to upgrade? If the hardware is out of date or you haven't had new software in the last year, then it may be time.
Headset Management: An Oft Untapped Savings Source By Dr. Jon Anton and Cory Gideon Gunderson BenchmarkPortal studied best practices in headset management in call centers. See what they uncovered.
Headsets are a given in today's call centers, but don't take them for granted. Here is a list of providers.
From the Publisher:
Tips to Get More for Your Telecom Dollar By Jeff Blackey Next to labor, telephone costs are the next greatest expense. Here are ways to get the most from your telecom dollar. |
Small Call Centers Want VoIP, But is it Ready? By David Hauser You've heard that VoIP can save your call center money. It can, but how's the quality? Small call centers are advised to proceed carefully before jumping on the VoIP bandwagon.
How to be Successful in the New Do Not Call Environment By Matt Harless Government regulations have put a damper on outbound calling. Don't throw in the towel; you can successfully navigate these new laws.
Remote Workers Are Not Remotely the Same By Robert Hogan, Ph.D. With technological advances making remote agent stations a viable option, the next challenge is mastering the differences in managing a distributed workforce. |
VoIP pioneer Jeff Pulver shares his forecast for the future.
Broker Facilitates Strong Call-Center-Client Partnerships By Chris DeLambo When an organization needs to hire an outsource call center, a broker can pave the road to success. Read this success story to learn how it works.
By Nancy Friedman, The Telephone Doctor Does your call center have a "coach?" Call center coaching is essential in helping agents improve their performance.
Whitepapers: Message Taking System Screen Shots presented by Connections Magazine Hosted Services Case Study, presented by The Amanda Company Smart Marketing for 2005, by Carolyn West Price
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