VoIP In The Call Center:
Have We Found The Holy Grail?
By Joseph McFadden, Nuasis Corp.
Still think that voice over IP (VoIP) is just another technology? Think
again. For the call center, now known as the contact center, VoIP is the
great enabler.
Case
Study: Accounts Recovery Corporation Gains Competitive Advantage From VOIP
Call
Recording And Monitoring Technology
By Robert Kapela, Telrex
Contact
Centers For A Virtual World
By Betsy Wood, Nortel Networks
Currently, the structure of contact centers is changing more rapidly
than at any time in more than 30 years of existence. A key reason is the
emergence and hasty expansion of the virtual world ' a world that is
virtual in every meaning of the word.
The Blended
Contact Center: Myth Or Reality? The Keys To Building A Unified Inbound
And Outbound Call Center Operation
By Larry Mark, SER Solutions,
Inc. and Paul Lang, Aspect Communications Corp.
To build a truly holistic customer service operation, today's
customer-centric businesses require an integrated system for balancing
calls across inbound and outbound activities; the ability to optimize
agent resources across different skill sets and abilities ' regardless
of type of interaction; and a reporting structure that provides a single,
unified view of the contact center from end-to-end.
Improving The
Quality Of Post-Sales Technical Support Through Virtual On-Site Technology
By Eric Jensen, Citrix Online, A
Division of Citrix Systems, Inc.
In light of shrinking budgets, businesses are rapidly adopting virtual
on-site (VOS) support technologies to make technical support staff more
efficient and productive. In fact, according to the Gartner survey, 70
percent of all businesses using support tools will increase their use of
'e-support' technologies in the next year, with VOS technologies at
the top of the list. |
DEPARTMENTS
Publisher's Outlook
By Nadji Tehrani
Technology evolves continually and now contact
centers can take advantage of one of the most important technologies of
all, VoIP or Voice over Internet Protocol.
High Priority!
By Rich Tehrani
Are you feeling the results of the
80/20 rule in your sales force? You know'20 percent of your force is
selling 80 percent of your product?
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