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March 2008 By Darlene Campbell As the name implies, the Universal Service Fund (USF) was created to insure universal access to phone service. To fund it, telcos pay into it on a revenue-based system. This could change to "numbers-based methodology," charging up to $1.60 per number per month, including DID numbers. This could result in a significant cost for many call centers of thousands of dollars a month! From the Publisher Forget Politics -- I Just Want to Run My Business By Wayne Scaggs Whether we like it or not, being in business requires being involved in politics. When you ignore what the politicians are doing, you put your business at risk. Such is the case with the proposed funding changes to the USF. Now is the time to get involved, take action, and prevent losing thousands of dollars each month. Workforce Optimization for the Small to Midsized Contact Center By Maggie Klenke Making the most of human resources is critical for any call center. You need to hire the best, schedule optimally, ensure adherence, and track performance. You need workforce optimization (WFO) software! It used to be out of reach for smaller call centers, but that is changing; now may be the time to reconsider. |
How to Use Statistics in Your Call Center By Matt Harless What numbers are the right numbers for your call center agents? How can statistics become a necessary positive, not a necessary evil? How can you deliver useful stats to agents in a simple and concise manner? Matt Harless answers these perplexing questions.
IMS Paves the Way for Virtual Call Centers By Nathan Franzmeier Internet Protocol Multimedia Subsystem (IMS) isn't just for personal communications services, but for call centers, too. With IMS, Internet-linked call centers can bring service representatives online as needed through networks of specialists and home-based agents. By Bob Furniss and Scott O. Thomas In call centers, it all comes down to your agents, but do you really know the people on your team, those to whom you entrusted your operation? For the best results, you need to connect with them on both a professional and a personal level. By Dave Wenhold |
Mind Your Business: Q & A with Steve Michaels By Brian Tracy Selling is helping people conclude that your service is of greater value than the price you are asking for it. For them to buy from you, they must be convinced that it is the best choice available -- and that there is no better way to spend that amount of money. Case Study: Financial Services Giant Cashes in on Call Monitoring, presented by HyperQuality Workforce Optimization for the Smaller Contact Center, by Maggie Klenke, The Call Center School From MyArticleArchive: Avoid Hiring the Evil Twin: Six Strategies to Hire Right the First Time Seven Strategies to Prevent Identity Theft Six Business Trends Every Salesperson Must Know Toss Out Some Humor to Lighten the Work Load Five Simple Steps to Build a Winning Corporate Culture
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