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June 2006 Volume 14, Number 5 Is a Hosted System in Your Future? By Wayne Scaggs It used to be that providing new and advanced services to your clients required purchasing a new system – or at least new software. However, there is an alternative: subscribing to a hosted system. Here are some items to consider when deciding whether or not a hosted system is right for your call center. From the Publisher By Peter DeHaan Let Your Next System Upgrade Be Your Last By Cary Fulbright Software as a Service (SaaS) provides call centers with an option to "upgrade" their system without needing to buy, install, or maintain their own call center system. SaaS is a model of software delivery where a company provides customers access to software, eliminating the need for that customer to conduct maintenance and support. Whether you call it ASP software, hosted software, software on-demand, or Software as a Service (SaaS), it is software that does not need to be purchased, installed, maintained, or upgraded at your call center; that is done by the provider at their location. Here is a list of vendors to consider. |
Customer Satisfaction Program Garners Award-Winning Results By Randy Anderson Doesn't every call center say they provide quality service? This case study shows how one call center, Taction, was able to prove it. The Virtualization of the Call Center By Ari Sonesh Call center virtualization allows adding agents when they are needed. This helps managers to provide excellent service by staffing for peaks, while keeping staffing lean to keep costs in check.
Power Quality Issues Cause Computer Problems By Drew Robb To protect themselves from power problems, most people think of surge suppressors and UPS systems. But these devices only solve four percent of all power related problems. Most of the time it is the tiny surges that cause problems, wreaking havoc, resulting in logic confusion, system errors, and frozen screens. Transformer based filtering can help. |
Refer to this handy reference when you need to know where an area code is located. Photos by Steve Michaels and Mark Garfinkle Whitepapers: Acoustic Shock in Headset Wearers: The Medical and Legal View, presented by Nomadtrack
Building a Skill and Knowledge Profile for Your Support Center, presented by Service Strategies
Presence-Aware Tools for the Contact Center, presented by Siemens From MyArticleArchive: Not If, but When: Preparing Your Business for the Avian Flu Pandemic by Maurice Ramirez
The Big Boomer Exodus: How to Respond to the Loss of Experienced Talent by Marsha Lindquist
Uncover More Opportunity: Ask Great Questions by Suzanne Bates
Memory Slips That Can Cost You Sales by Roger Seip
Global Outsourcing: The Difficulties of Getting it Done by Ralph Welborn Also: News · Classifieds· Advertiser list
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