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The Expansion of the Contact Center
The move to voice over IP technology brings with it opportunity to expand the assets of the contact center in order to better serve customers. Learn how the introduction of email, web chat, fax short message service and even walk-in interactions become an easy extension to traditional voice. Support for agents in multiple locations is now as simple as having agents log into their broadband connection. Presence capabilities based on SIP and Microsoft Live Communications Server allow for easy collaboration among the contact center, in-house experts as well as partners and suppliers via federation.
Seven Critical Design Elements of Effective Contact Centers
The term contact center �design� can mean different things to different people.To some it refers exclusively
to the edifice or building shell, while to others it means just the interior design or ambience of the work

environment. Both are critical aspects of the contact center workplace; however, to us and to our clients,

�design� refers to the effective layout of floor plans, ergonomic furniture solutions and effective utilization

of space that yields fewer injuries and greater individual and team productivity.

In this paper,we define and explore the seven most critical aspects of effective contact center design from

this vantage point, based upon years of field experience and successful installations with satisfied clients.
Service to Sales Best Practices Study
Transforming service groups into revenue-generating organizations is a major priority for many companies. This leaves executives in traditionally service-oriented functions with the challenge of creating a high-performing and well-balanced sales and service environment in their operations. This study is designed to capture relevant data that will help you benchmark your operation's service-to-sales transition strategies against those of other leading companies. It focuses on the state of service-to-sales transition programs, the scope and challenges of transition, and supporting tools and processes.

All participants will receive a complimentary copy of the topline results as well as be eligible for an individual readout, comparing their results to other leading operations.








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