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PUBLISHER'S OUTLOOK
HIGH PRIORITY!
Web 2.0 Meets VoIP And Call Center 2.0
By Rich Tehrani, Group Editor-in-Chief, Technology Marketing Corp.
The most interesting thing happening in the call center industry today is the next-generation movement called Call Center 2.0. Like every other concept with a 2.0 moniker, this means many different things, depending on who you are and from what angle you face the industry. For the purpose of this article, we'll define Call Center 2.0 as a collection of applications and/or services that takes advantage of Web 2.0.
INNOVATE SOLUTIONS FROM THE EXPERTS
IntelliCast™ Turns The Science Of Outbound Notification To Art
A Special Editorial Series Sponsored By West Corporation
Automated interactive notifications have garnered a lot of interest in the contact center industry as of late ' the primary reason is that live outbound agent service is expensive and may cost more per transaction than is gained by the outbound call.
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CRM
Are There Suitable/ Affordable/Adequate Technologies For Small To Medium-Sized Call Centers?
By Michelle Amodio, TMCnet Associate Editor
For telemarketing organizations in the small to medium-sized category, there are two very distinct technological issues that can prove to be obstacles. First, there are very few solutions directed at the teleservices space. In many instances, organizations are trying desperately to customize CRM solutions to attempt to turn them into teleservices solutions. Simply put, it just doesn't work.
OUTSOURCING TELESERVICES
Evaluating The Home Agent Model (Part I)
By Tracey E. Schelmetic
Editorial Director, Customer Inter@ction Solutions
It's November, which means this is the time of year editors start thinking about their end-of-the-year wrap-ups. We start to think about 'themes.' While not wanting to be so predictable as declaring 2006 'The Year of Something-Or-Other,' as any subset of the tech industry is too complicated to be summed up in a single sound bite, it's nice to reach into the mix occasionally and pull out the biggest and most important bits and talk about their significance.
Who's Who In Teleservices (Part II)
By the editors of Customer Inter@ction Solutions
Once again, the editors of Customer Inter@ction Solutions have compiled what is one of our top five most popular and requested resources: the annual Teleservices Agencies Who's Who listing.
WORKFORCE OPTIMIZATION
Improving Customer Analytics And Reporting (Part I)
By By Ilan Kor, NICE Systems
There are many tools available today that perform analytics. The goal of these tools is to help organizations gather intelligence from customer transactions. They do not, however, have the capability to extract meaningful and strategic insights from customer interactions and combine them with insights gathered from transactional systems, which is the key to improving customer analytics and reporting.
Snow, Sickness And Other Aggravations: Adjusting For Daily Staffing Surprises (Part II)
By Valarie Carbo, Pipkins
It's 8:10 am, and already the day's schedule needs to be fed to the shredder. Several agents have called in sick, others have been stranded by a snowstorm, a supervisor has convened an emergency meeting, and the phones are flooded because a product you're selling was mentioned on the Oprah show the day before. If you don't take action right away, you can kiss your target service levels ' and maybe your job ' goodbye.
IP CONTACT CENTER
A Moment With CosmoCom’s New President Of CosmoCom America, Ben Eisner
By Tracey E. Schelmetic, Editorial Director, Customer Inter@ction Solutions
Unified customer communications provider CosmoCom (www.cosmocom.com) recently announced that Ben Eisner has joined the company as President of CosmoCom Americas, a new position. He will lead all of CosmoCom's operations in the region, which includes North America and CALA (Central America and Latin America).
CONTACT CENTER TECHNOLOGY
Finding The Holy Grail Of Truth In Your Recorded Call Data
By Anna Convery, Nexidia
Advanced recording technologies are a key investment for today's businesses. These technologies provide a way to capture customer interactions in their entirety, in context. Within this recorded audio is some of the most valuable business performance intelligence any business can have: the truth of your customer interactions.
TMC LABS
TMC Labs Evaluates GN Netcom’s GN 9350 DECT 6.0 Headset
GN Netcom's GN 9350 DECT 6.0 headset is one of the most versatile headsets I have ever reviewed. When GN Netcom told me they had a new headset for both PC audio and phone audio while leveraging the range and interference-free characteristics of the DECT 6.0 standard, I knew I had to review this headset. (Note: DECT 6.0 operates at 1.9Ghz so it is less apt to experience interference from WiFi'(News - Alert) 2.4Ghz signals.) With the GN 9350, you can get your Skype on, your iTunes on and your phone on, all using one wireless headset.
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The FTC Rejects Pre-Recorded Messages For Existing Business Relationships
By Tracey E. Schelmetic, Editorial Director, Customer Inter@ction Solutions magazine
The Federal Trade Commission recently issued a ruling on one of two petitions asking it to amend the call abandonment provisions of the Telemarketing Sales Rule (TSR (News - Alert)).
http://www.tmcnet.com
/391.1
Study Reveals Consistency Lacking In European Contact Centers
By Susan J. Campbell, TMCnet Contributing Editor
A study conducted by Coleman Parkes revealed that on average, three contact channels were easily identified on each company’s Web site, including standard mail, telephone and e-mail. The majority of the sites visited had this information correct and up to date. Spain stood out in this example however, as less than half of contact details were accurate.
http://www.tmcnet.com
/392.1
Oracle’s Eli Borodow On The “Self-Healing, Self Optimizing Call Center” At INTERNET TELEPHONY Conference & EXPO
By Rich Tehrani, TMC President & Editor-in-Chief
Eli Borodow, who was recently CEO of Telephony@Work and now with Oracle (
Telephony@Work (News - Alert)
was purchased by
Oracle (News - Alert)
in June), gave a riveting speech about how the call center of the future will be much more automated and flexible during the Call Center 2.0 Conference this morning at INTERNET TELEPHONY Conference & Expo, WEST, taking place this week at the Sand Diego Convention Center in San Diego, Calif.
http://www.tmcnet.com
/393.1
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