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October 2005 Volume 13, Number 8 "If You Know Your Party's Extension…" By Nancy Friedman How often has someone said, "I hate voicemail!" How often have you said that? Doing voicemail right is the first step in creating an indispensable communications tool – for you, your call center, your clients, and their callers. By Martin Dunsmuir The most significant voicemail development in recent years is the ability to deliver voicemail messages to email addresses. With this technology, users can manage their voicemail just like any other email message. By Peter DeHaan Today's call centers use voicemail systems for a variety of tasks, such as intra-company communications, facilitating client contact, and serving callers. Many systems are tailored specifically for the needs of multi-client call centers. From the Publisher: |
Some Unsolicited Faxing Allowed Under New Junk Fax Law By Mike Wilson The Junk Fax Prevention Act of 2005 has aspects that will please both businesses and consumer advocates. The law does allow for unsolicited faxing if there is an "established business relationship." Managing Client On-call Schedules By Peter L. DeHaan Many call centers deal with on-call personnel. Successful on-call dispatching means contacting the correct on-call person, in the correct manner, at the correct time.
Overcome the Myths of Negotiation for a Positive Selling Experience By John Patrick Dolan Most people, even salespeople, don't understand the dynamics of negotiation. Read about seven myths of negotiation. Knowing the truth about these myths will help both sellers and buyers!
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Agent Burnout: Stress Signals and Solutions By Anne Nickerson Stress is an expected part of life. It is also expected in contact centers, causing agent burnout and attrition. Are you in the danger zone? What can you do about it? Develop Your Employees Through Questions, Not Answers By Doug Silsbee Some managers are too quick to solve employees' problems, in part because they haven't been trained how to coach agents. By asking the right questions, employees can be guided to solve problems on their own. Maximize Every Sales Opportunity By Bill Gager Sales training usually focuses on the salesperson's best interests, but the way to maximize every sales opportunity is to become prospect-centered instead. 2005 ATSI Call Center Award of Distinction Winners and ATSI Award of Excellence Winners Whitepapers: Contact Center Process Improvement, presented by Merced Email Delivery of VoIP Voicemail, presented by GotVoice Also: News · Classifieds· Advertiser list |
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