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| Featured White Paper |
| Top Call Center Challenges | Today, outbound call centers find themselves in a circular situation when it comes to efficiency. Often times, centers are faced with several operational challenges with limited resources to change and increase their output.
The pressure to perform better has become a priority, except that it's often coupled with downward pressure on profit margins. Outbound campaigns are successful when agents spend the bulk of their time connected with live, qualified customers performing relevant tasks, and when redundant tasks are handled with agent-like proficiency, but without agent involvement.
There is a solution that Call Centers both large and small have begun to adopt with great enthusiasm. Many are augmenting their traditional workhorse systems and realizing a multi-tiered return on investment, consisting of:
• Higher agent productivity (focusing agent time on complex transactions that truly require human attention, such as skip tracing)
• Lower cost per right party contact, higher overall call success rates
• More IVR transactions and agentless workflows
• More answering-machine-driven callbacks
This cumulative improvement that turns marginal campaigns into highly profitable ones is due simply to capitalizing on the latest automated Voice Messaging technologies—technologies that are as close by as the nearest Web browser.
This paper will look article will address the challenges facing call centers and the "must-haves" for increased efficiency. |
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| FYI From TMCnet |
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Upcoming Events From TMC
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15th East 2007
January 23-26, 2007 - Broward Cty Convention Center Ft Lauderdale, FL •
January 23-26, 2007 - Broward Cty Convention Center Ft Lauderdale, FL •
January 23-26, 2007 - Broward Cty Convention Center Ft Lauderdale, FL •
September 4-7, 2007- San Diego Convention Center San Diego, CA •
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