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Jan/Feb 2007 Volume 15, Number 1 By Alan Tucker With advancing computer technology and Web-enabling, the future is here today. From thin client computing to VoIP, today's Internet-enabled call centers are on the cutting edge, offering advanced and highly customizable services from nimble and flexible infrastructures. Don't wait for tomorrow – the future is now!
From the Publisher
Profiting from Disaster: How to Ethically Make Money During a Crisis By Maurice Ramirez Is it possible to ethically profit from a disaster situation and not feel guilty? Yes, it is. In fact, without a proper profit motive, long-term assistance will either wane or become a source of irritation.
At-Home Agents: The Promises and Pitfalls By Cary Fulbright Call centers with home-based agents enjoy higher agent retention, lower costs, increased productivity, and have a better-educated staff. The benefits are many; however, there are challenges in hiring, training, and managing a virtual workforce. This article takes a closer look at these issues and presents methods to help overcome these challenges. |
2012 – A Future Scenario for the Telemessaging Industry As might be told by Rod Sterling From the perspective of the year 2012, how will tomorrow's call center view today's developments? What could happen; what does it mean to your operation?
What If Your Competitors Tapped Into Your Call Center By Trudy Nyden and George Lemmond Amongst your call center's countless conversations is an untapped treasure of client input. It's worth more than any research and reflects the behavior of real clients. The challenge becomes what to do with all this information.
How to Optimize Skills-Based Routing Using a Virtual Queue By Eric Camulli The problem with skill-based routing configurations is that getting the caller to the right agent will inevitably result in some callers waiting on hold and some agents waiting for callers. Implementing a virtual queue is an innovative way to best serve callers and reduce long hold times. Plus, most callers appreciate it!
By Nancy Friedman Words to avoid while making a sales call. |
Scan Connection's 2006 headlines to see what you might have missed. Connections Magazine Article and Whitepaper Index for 2006 Whitepapers:
Case Study: Vodafone Optimizes Agent Scheduling with Workforce Management presented by IEX
Contact Center Case Study: SMT Makes The Call With Voice Broadcast Technology by Steve Adams
Four-Question Surveys: Short and Dangerous by Dr. Jodie Monger
From MyArticleArchive:
Why Family Business Succession Plans Fail: Planning Strategies That Work Talent Shortage? How to Win with What You've Got Advertising's Compound Interest Stopping the Revolving Door: How to Hire and Retain Top Talent The Five Destructive Behaviors That Can Ruin Your Business Turn Yourself into a Star Performer: Tips on Cultivating Confidence News · Classifieds · Vendor List · Home
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