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Call Center Coaching: Highly Effective but Under-Utilized
Coaching in the call center is one of the highest-impact -- as well as one of the most often underused -- means to achieve company goals, concludes a new research study.
11/10/2005
Study Predicts Growth in Customer Care Market
According to a recently released IDC study, the continued strength of the global economy will result in an improved market opportunity for customer care services in the near term, followed by solid growth from 2005 to 2009.
11/02/2005
EagleACD Enters UK Market with No-Cost Call Center Offering
EagleACD is entering the United Kingdom with an attractive offer for businesses: hosted call center services at no cost.
9/28/2005
Selection of a Call Center
As the role of the contact center evolves, the transactions performed by a contact centers are evolving as well, ranging from taking orders, responding to marketing campaigns and more education interactions with customers.
5/17/2005
The Direction of BPO
The Business Process Outsourcing (BPO) is now a well-accepted phenomenon within the business community.
4/20/2005
India: Not Just For Call Centers Anymore
Many good jobs will be sailing from London to India soon.
3/30/2005
Cross-selling and Up-selling Existing Customers
According to Data Monitor - a leading market research group, this will invite additional spending in analytical CRM. Specifically in North America, where the possibility of further deregulation, and initiatives to encourage competition in telecom, will place a premium on customer retention
2/28/2005
Effective and Efficient Management for Off-shore Call Centers
Kent Charugundla, founder of Eagle ACD challenges businesses to take a careful look at the management of their offshore call centers.
1/26/2005
Videoconferencing as a Key Enabler for Business
Because IP is so affordable and due to the pervasiveness of IP network connections, IP videoconferencing endpoints can be deployed across the enterprise economically.
1/21/2005
Selecting the Right Business Model
Internet has a profound impact on our Business life and it has changed the operating paradigm for all industry segments. This includes the way our buyers purchase services from us and how we invest in our business, operate it and generate operating margin.
1/21/2005
The Ins and Outs of Outsourcing
"You can paint it any color," Henry Ford proclaimed in 1908, as he showcased the Model T to a group of skeptical onlookers. Eventually, it became America’s first mass produced automobile, and over the next 19 years Ford built 15 million cars with the Model T engine.
9/7/2004
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