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July 2004

Evaluating And Selecting A Workforce Management Solution

By Aaron Burby, Envision
You've sold senior management on the value of a workforce management solution but how do you go about selecting and implementing the best solution for your contact center? Whether you are buying a new workforce management solution or replacing an existing one, there are two initial questions you will need to answer before proceeding.


Linux, Layering And Listening:
What To Look For In A Call-Recording System

By Tony Procops, ASC telecom

The most revolutionary enhancements to the call-recording/quality-monitoring market since the first digital recorder in the early '90s are the moves to a Linux operating system and new software architecture. By using Linux, logging manufacturers are able to produce systems that are more powerful, flexible, secure and reliable.



Compliance Technologies And Services Roundup

There are two kinds of contact center companies today: those that are still desperately cobbling together their own patchwork of imperfect internal processes (these are the companies with the permanent migraine headaches) and those companies that have sought the assistance of a professional organization in attaining compliance. For those contact center organizations falling into the former category but wanting to be included in the latter, the editors of Customer Inter@ction Solutions' have compiled the following list of companies that offer products and services in the compliance arena.



Performance Management Drives The Call Center

By Rosemary Turley, Performix Technologies

Improving customer service starts with your staff. That sounds clich', yes, but managing employee performance in the contact center is, without doubt, the most overlooked part of successful customer service ' and offers the richest financial windfall for the business. The challenge for management is to tie the daily individual performance goals of the contact center staff with the goals of the business in a way that motivates employees to drive performance and improve overall customer service.



Enhancing Service And Reducing Costs With The IP-Based Virtual Call Center

By Steve Kaish, CosmoCom

As businesses worldwide struggle with a lackluster economy, intensified competition and the tentative buying habits of customers, a new mantra is sounding: 'It's all about the customer.' Companies have experienced first-hand that excellent service attracts and, most importantly, retains customers. As a result, customer service excellence has joined cost reduction and new revenue-generating services at the top of their list of winning business strategies.



Schedule Adherence Monitoring:
Big Brother Or Better Bottom-Line?

By Penny Reynolds, The Call Center School

Once an efficient set of work schedules has been designed, managing daily service means ongoing observation to ensure the frontline staff is actually working the assigned schedules. Some call centers monitor schedule adherence on a manual basis, simply walking around and checking to see if agents are in their seats when they're supposed to be. Larger centers may have workforce management tools in place to automate the checking and reporting process.



The Fastest-Growing Teleservices Companies '
The Annual Survey And Ranking Of Rising Stars



A View Of Northern Ireland

By Tracey Schelmetic, Editorial Director, Customer Inter@ction Solutions

Nowadays, when the term 'offshore' is mentioned, many people automatically think of India or perhaps the Philippines. In the U.S., we now use the term 'nearshore,' which makes us think of Canada, Mexico or the Caribbean. What we in the call center industry sometimes forget is that a map of the world is not blank between Nova Scotia and Bangalore.


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