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October 2006 Volume 14, Number 8
IP Telephony: The Platform of Choice By Robert Winder Internet Protocol (IP) Telephony is rapidly becoming the platform of choice for contact center networks. A 2006 study revealed that sixty percent of call centers expect to deploy IP Telephony within one year; eighty-two percent, within two years.
From the Publisher
By Wayne Scaggs What is VoIP (Voice over Internet Protocol)? How does it fit in your call center? VoIP is a vast and rapidly evolving technology that has far-reaching implications. We must master, implement, and apply this technology in our call centers. The rewards are great, while the risks of ignoring it may be even greater.
How Does VoIP Fit into Your Call Center? Everyone's talking about VoIP (Voice over Internet Protocol). Basically, VoIP is an inexpensive and effective way to communicate. Here is an overview of how key vendors are using VoIP in their product offerings. |
Is Open Source IP PBX Right for Your Call Center? By Gary Barnett Voice over Internet Protocol (VoIP) enables call centers to combine networks and transmit voice, data, and video over one cable. If you're considering VoIP in your contact center, you should also consider an IP PBX. By Ray Pelletier Skills and competencies can be taught, while enthusiasm is a much tougher trait Enthusiasm is infectious and will motivate your staff. Why not hire for it?
The Cardinal Rules of Customer Service By Nancy Friedman, The Telephone Doctor Do you know that there is an International Customer Service Week? With this in mind, the Telephone Doctor shares some customer service tips and techniques. Strike the Right Balance in Your Contact Center By Luke McNally Call center agents fall into three categories: builders, cutters, and maintainers. Learn how to identify who's who and then achieve the right mix. |
Whitepapers: Anatomy of a VoIP Attack by Brendan Ziolo, Sipera Systems Doing More with Less: Next-Generation Strategies and Best Practices for Customer Service, presented by eGain Stop Delaying That Vacation by Harprit Singh, Intellicomm From MyArticleArchive: I Need a Lower Price! by Tim Connor Top 10 Sales Urban Myths by Paul DiModica Does Your Company Culture Drive Away Your Best Workers? by Andrew J. Edelman Six Powerful Prospecting Tips by John Boe Closing Sales or Closing Relationships? by Tim Connor Tell Us Another One: Successful Leadership through Storytelling by Suzanne Bates News · Classifieds· Advertiser list · Home
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