| Contact Center/CRM Views and Analysis

September 2006

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Witness Systems' blog

September 29, 2006

Workforce optimization provider Witness Systems recently announced that principal global market consultants Oscar Alban and Bill Durr have begun authoring a blog about the global call center market. Oscar and Bill have recently returned from a tour of the Asia-Pacific region, and have outlined their experiences and observations on the blog, which can be viewed at www.improveeverything.com

Take a look to learn about what's happening in this region of the world that is becoming increasingly strategic to the call center market.


Yahoo! Slump

September 19, 2006

Investors waiting for good news are going to have to wait a little longer, the company revealed today in a press conference. Instead of a boost, says the company, 3Q results are going to look like more of a slump: http://www.fool.com/News/mft/2006/mft06091923.htm

Between coups and riots in foreign countries, I think the general weather forecast for the next few days, market-wise, is going to be mostly cloudy with a chance of rain.


East Europe BPO

September 19, 2006

Many North American companies have found success and value outsourcing their customer care needs to India and the Philippines. Traditionally, though, Southeast Asia has not been an ideal choice for Western European countries, since European language skills outside of English are scarce in Southeast Asia (with the exception of Spanish in the Philippines).

As a result, Eastern Europe is really heating up: Poland, the Czech Republic, Romania and Hungary, for starters. We've even seen large Indian outsourcers actually subcontracting their business to Eastern Europe (see this article the Czech Business Weekly), a region that is still inexpensive compared toNorth America or Western Europe in terms of outsourcing, but has the language skills Western European countries need.


Create A Buyer's Guide Listing

September 18, 2006

If you haven't done it recently, now's the time to either create your free listing for the Customer Interaction Solutions annual Buyer's Guide, which is our December issue, or update your existing listing.

You can create or edit your listing via the link below. All current entries will appear as a basic listing in the printed Buyer's Guide in December. If appropriate for your business, you can also create your INTERNET TELEPHONY magazine Buyer's Guide listing via this link.



Hail, Eris!

September 14, 2006

It seems that the planetoid body far on the reaches of our solar system that was responsible for Pluto's demotion from actual planethood to dwarf planet status has a new name that proves that astronomers do, in fact, have a sense of humor.

The newly classified dwarf planet (which was temporarily called Xena) has been named, fittingly, after Eris, the Greek goddess of chaos and discord.

California Intstitute of Technology astronomer and discoverer of the planetoid body, Michael Brown, has stated that the choice for the planetoid's  "too perfect to resist". Quite.


Webinar today

September 13, 2006

Join me at 1:00 EST today for a Webinar sponsored by Bay Bridge Decision Technologies. The Webinar is entitled, "Long-Term Planning by Facts: Avoiding the Dangers of Educated Guesses" and will cover long-term planning and budgeting for the call center. This session will provide an enlightened look at some of today’s most pressing issues and trends and how a defensible long-term decision can be made from factual analysis and simulation.

The Webinar will begin at 1:00 EST time. To sign up, visit http://www.tmcnet.com/webinar/baybridge/bay-bridge-decision-technologies-web-seminar.htm

See you then!


VoIP Satisfaction

September 12, 2006

TMCnet's Susan Campbell wrote an article today called, "Study: Customer Satisfaction with VoIP Higher than Traditional and Mobile Services" about a survey conducted by Level 3 Communications. The article states that, "In fact, the study reveals that 86 percent of VoIP customers are very satisfied with their service, compared to 74 percent satisfaction among traditional landline customers and 66 percent satisfaction among wireless customers."

I can happily report that I am one of those people who are happier with their VoIP service than other telecom services. But I've got an easy reason:

More Dell Woes

September 11, 2006

How many misfortunes of its own making can a company reasonably sort through per quarter? We'll soon find out, since Dell is in the news again today in a negative light. The business news this Monday is highlighting new troubles the PC company is having with the Securities & Exchange Commission (SEC). Dell is putting off releasing its second quarter reports after the SEC has raised questions about, among other things, Dell's accruals, reserves and other balance sheet items.

Who's Who In Teleservices

September 5, 2006

Who's Who In Teleservices



Once again, the editors of Customer Inter@ction Solutions will compile what is one of our top five most popular and requested resources: the annual Teleservices Agencies Who’s Who listing. To continue to make this a highly valuable tool, we would like to include as many global outsourced contact center services providers as possible.


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