India: Hot Spot For IT Outsourcing
By Ashish Chand, IT&T Limited
India, the world's largest democracy
and home to nearly one billion people, has quietly but quickly emerged as
a leader in the field of software development and Web-based services.
India has a competitive advantage in the software business, as it is a
location that offers cost-effective solutions, world-class quality, high
reliability and rapid delivery.
Check Your Help Desk's Vital Signs:
A Transplant May Be In Order
By Kevin Taylor, Cyntergy
While there can be great
benefits in outsourcing the help desk function, it is not a decision that
should be entered into hastily. The first step should always be to analyze
your current function; this will prove valuable whether or not you decide
to outsource. It will give you a better idea of your options: improving
your internal operation, outsourcing the entire operation, outsourcing
part of the operation or not outsourcing at all.
Christmas Is Coming. Are You Prepared?
By Tracey S. Roth, Managing Editor, C@LL CENTER CRM Solutions
It may seem ridiculous, in the
midst of summer, to talk about Christmas. Holiday picnics and beach
vacations may seem more appropriate. But in the heart of every e-tailer,
fear is lurking...or so it should be.
People, Processes And Technology:
Eight Tips For Web-Enabling Your Call Center
By Scott MacPhee, Hewlett-Packard
These days, it seems almost
anything can be done on the Internet. From buying groceries to purchasing
a new car, from selecting health insurance or getting medical advice to
listening to the latest music, it's all available at the click of a mouse.
Companies across all fields now offer their products or services online.
But what happens when something goes wrong and the user (customer) cannot
"connect" to the electronic storefront? The author offers some
tips to help you avoid making the most common mistakes when Web-enabling
your company's call center.
The New Economy Demands Web-Enabled Call Centers
By Norman Guadagno, Primus
As companies embrace the
Internet, they are finding that the old customer relationship management (CRM)
model is no longer doing the trick. Why? For one thing, it is too slow.
The birth of "Internet time" has seen to that. Traditional
phone-based CRM programs tend to rely on separate customer touch-points
for marketing, sales and support, making timely communication with
customers nearly impossible.
E-Sales -- E-Service.com News
Perfect Call Center
Workforce Management Software:
A Mission-Critical Call Center Component
By Jim Hogan, Pipkins, Inc.
As call centers become more
technically complex and agents become more specialized, staffing becomes
an increasingly critical issue. Having too few agents available drives
away customers, while having too many agents is costly for the company.
Additionally, today's tight employment market makes retaining skilled
agents a top priority. These trends have made selecting the right
workforce management software program more important than ever -- in fact,
Best Of Show
Communications Solutions� EXPO Spring 2000 Best Of Show Awards
Communications Solutions� EXPO,
sponsored by TMC's Communications SOLUTIONS�, INTERNET
TELEPHONY� and C@LL CENTER CRM Solutions� magazines, is
pleased to announce its Best Of Show awards for outstanding products and
services demonstrated at the Spring 2000 show in Washington, D.C.