Call center Articles

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the ROI of VoIP technology in the call center becomes paramount for businesses considering or already using VoIP. This special report offers a look at the VoIP call...
with SeeBeyond to integrate its call center application with disparate data sources.

The San Mateo, Calif., company said the new real-time integration will reduce...

Sep 17, 2003
com, 06/07/04)
Turnover at the airline's call center is among the lowest in the industry, thanks in part to the career path the company sketches for its service agents.

A new...
Aug 16, 2004

Spending in the call center more than doubled between 1998 and 2003, according to a report issued Thursday by Cutting Edge Information.

Most of that...

Sep 11, 2003
more than a few headaches.

Is the call center dead?
No, it's not time to lock the doors to the your call center. But, with so many contact channels, some analysts say it's time...

May 9, 2003
parts suppliers, and its 150-person call center in Kingston, N.Y., is a vital spoke in the business.

"Our call center is really set up to solve the parts problem," CEO Glenn...

Sep 13, 2007
company is a veritable veteran of call center projects. The day the first restaurant opened in 1967 it already had a separate call center in a room upstairs and orders...
May 24, 2005
Siebel's position in the formidable call center market? Can Siebel meet the market's integration challenge? Get the scoop on Siebel...
Also, check out our Special Report on...
May 30, 2003
tenancy) are helping to transform call center operations. Where once an organization would build a large, centrally located call center, it can now let agents work at...
Jun 27, 2007
unified communications in the call center means negotiating a young and confusing vendor landscape, according to industry observers.

It also requires clearing...

Feb 19, 2009
continues to get worse for American call center agents.

The latest study to point out the decline of U.S.-based call centers predicts that 3,000 will close by 2008.

The...

Aug 27, 2004
agents to pitch in if needed.

The call center keeps nurses on staff to assist with patient calls. These nurses do not answer all inbound calls. In fact, they are often...

May 16, 2005
of motivating agents. Call center experts offered the following suggestions for keeping agents motivated and engaged. Many pointed out that these...
Nov 9, 2006
is so easy to use, they're encouraging call center managers to help develop call flow.

"We're moving the technology up a notch, to the guys who understand customer needs, and...

Nov 21, 2003
CALL CENTER
Call centers are the first line of communication that many customers have with a company. So today's call center...
Aug 16, 2004
city taxes or trash pickup.

Now, one call center takes all of those calls. Hartford, Conn.'s 3-1-1 call center was designed to be a central information source for the city's...

Mar 9, 2007
attendees at the International Call Center Management conference in Chicago last month. "Be sure in your answers, too. Nothing frustrates management more than to go...
Sep 2, 2004
as Bell Canada are still using the call center software they implemented 15 years ago, but today the company remains a happy customer of IEX TotalView, the workforce...
Nov 1, 2006

"A single site running VoIP helps the call center move farther into enterprise," explained Lori Bocklund, president of Beaverton, Ore.-based consultancy Strategic...

Aug 17, 2005
switching at its inbound/outbound call center. The credit union was happy with the Avaya system but, as its contract expired, decided to take a second look at things.

"We...

Oct 31, 2006
growth path, according to VoIP and call center experts.

"For most companies today, VoIP is not a question of if, but rather when and how," said Lori Bocklund, president of...

Jul 12, 2006
open-access toll highway, a top-notch call center was imperative for success as a technology innovator. Designed to reduce traffic congestion in Toronto, the 407...
Nov 2, 2006