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Jan/Feb 2008 Get Ready – The Future Can Be Yours By Wayne Scaggs When it comes to business strategy, the driving force is economics, and the vehicle is technology. Industry technologist Wayne Scaggs takes a look at both and sees a promising future for those willing to grasp it. Is Global Warming a Threat to the Call Center Industry? By Steve Michaels What does global warming have to do with the call center industry? Plenty, according to futurist Steve Michaels. Astute planning now can pave the way for preservation later on. By Sandy Wallace VoIP is an amazing technology with vast potential. Freelance writer Sandy Wallace reports on real world applications from those who use VoIP and those who provide it. The opportunities are varied and seemingly limited only by one's imagination. Sustaining Exceptional Service By Jean Marie Johnson With the aid of an independent research firm, Communico identified five keys to providing exceptional service and sustaining it for the long-term. ATSI Update: "Step Up to the Plate" at the ATSI Convention! |
From the Publisher: When Shall I Check Back With You? Save Money and Help Staff with Telecommuting and Flextime By Sara Sutton Fell Changing employee expectations and increased responsibilities require call centers to pursue new initiatives to attract and retain the best agents. Telecommuting and flextime are two options. By Doris Primicerio Call center owner and manager Doris Primicerio expounds on the benefits of combining hosted services and VoIP to save money and provide new opportunities
Securing the IP Contact Center By Kevin Mitchell Internet Protocol (IP) solves problems and offers many opportunities for today's call center, but poor implementation may leave it as a risky proposition. Weighing Productivity and Quality to Assess Agent Performance By Bill Price and Villette Nolon Agent speed and quality don't have to be mutually exclusive; both can be simultaneously realized. |
Mind Your Business: Q & A with Steve Michaels 2007 Article & Whitepaper Index Teleservice News Review for 2007
Making your Contact Center a Strategic Weapon, by Jim Rembach, Customer Relationship Metrics
Five Best Practices in Communication Center Automation for Hospitals, presented by Amcom
From MyArticleArchive:
Five Steps to Build Credibility: Shed the Superman Cape
Successfully Lead Through Major Organizational Change
The Big Lie: Customers Want Service
Beware the Fallout of Bad Customer Service
What Every Sales Person Could Learn From the Yankees
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