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November 2007 Volume 15, Number 9 From the Publisher By Diana Holland From a practical standpoint, VoIP offers many benefits. Don't fixate on the technical terms and jargon—just know that VoIP increases flexibility and efficiencies; plus, it can reduce expenses. VoIP Case Study: The JCF Story As told by Kevin Ryan and Chuck Boyce To grow, JCF Communications needed to expand into other markets and looked for acquisition candidates. They decided to integrate their acquired call centers into their main operation, selecting VoIP to route callers to the switch and provide a talk path to remote agents. Two years later, the team shares their insights. Check out what our industry vendors are doing to integrate VoIP into their product offerings to allow you, their customers, to safely expand their operations and reduce costs using VoIP. Cashing Out Your Hidden Business Assets By Rhona Sacks When it's time for successful entrepreneurs to sell their teleservices call centers and move on, a main objective is often to realize maximum value from the sale. However, too often, cash is left behind – because an unlikely asset was overlooked. Mind Your Business: Q & A with Steve Michaels |
ATA Convention ICE Cools the Arizona Desert By Peter DeHaan The 24th ATA National Convention & Expo in Scottsdale, Arizona, was one of the best ones in recent memory, offering something for everyone. By Angela Morris Telemanagement is the act of directing telemarketing programs for clients who wish to outsource to multiple service providers. How might this impact your call center? The CAM-X 2007 Call Centre Award of Distinction
The CAM-X 2007 Award of Excellence For eighteen years, CAM-X has recognized call center excellence. Last year's stellar list of honorees has expanded to include top performers in three countries, spanning two continents. The Road to an All IP Telephony Network Is Paved with SS7 By Steve Davis Predictions of the PSTN's demise have not yet materialized, but it is happening. Even so, it may take several years to realize an all IP-based telephony infrastructure – and SS7 can help make that happen in a controlled, reliable manner. |
Attention-Catching Customer Service Depends on People By Mike Roy There is a critical balancing act between service excellence and cost containment. In pursuit of maximizing profits, too many cut staff and force callers into the wrong self-service options that only serve to escalate frustrations. It's time to interject some common sense back into the equation. Whitepapers: Outsourced Customer Care M&A Report - Summary, submitted by Baird Investment Banking Call Center First Call Resolution Guide, by Donna Fluss, DMG Consulting Making your Contact Center a Strategic Weapon, by Jim Rembach, Customer Relationship Metrics From MyArticleArchive:
Why People Fail to Achieve Their Goals How to Lead Your Staff Through Difficult Times Smile, Laugh, Connect: The Key to Increased Morale Customer Service from the Inside Out Perfecting the Art of Silence in Negotiating News · Classifieds · Vendor list · Home
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