14 result(s) displayed for contact center (1 - 14 of 14):

IP-enabled iPhone: The Ultimate Contact Center Handset?

Imagine being able to take and make calls, receive e-mails, IMs, and SMS, and at the same time manage web-enabled applications like hosted CRM and workforce management in a convenient, go-anywhere, user-friendly wireless appliance.What are firms like Apple, and they and other practical geniuses who can box and package proven technologies waiting for?

Posted on September 25, 2008 9:02 AM

Opportunity Knocks in Canada?

Canadians have lost the puck as it were on the great opportunity that contact centers have provided elsewhere in laying the basis of a strong high-tech economy, which overall has long been fairly dismal with the exceptions of a few bright lights like RIM, Nortel, Mitel, and CRM vendors like Maximizer.

Posted on September 23, 2008 10:07 AM

Are You Prepared for the Next Disaster? Probably Not

There no excuse other than sheer carelessness leading to negligence not to have a solid, tested, business continuity/disaster response plan. Firms that do not are putting their employees' lives at risk along with their businesses. They are a needless part of the problem that professionals like my son, who is a paramedic and who is out there every day saving lives do not need when responding to emergencies. I hope the DMG Consulting/Empirix paper shakes people up. If one more contact center decides to sit down and write or revamp their plans as a result of it then some good will have come.

Posted on September 12, 2008 10:32 AM

There's No Place Like Show...Like ITEXPO West

Yet when all is said and done there is still nothing like going to a conference/trade show floor and checking out the solutions and the exhibitors one-on-one, face-to-face, to get realtime information and answers to your specific needs via your multitude of senses. For those reasons I strongly encourage you to attend ITEXPO WEST and make time to visit the show floor to visit the exhibitors to see what's new and what will be new in the way of solutions that could help your organization be the best it can be.

Posted on September 10, 2008 2:48 PM

Labor Day Message: Treat Your Workers Well and Be Rewarded

When heading off for the Labor Day weekend, think of the people who make it possible: those who work for you like your contact center agents and supervisors for whom Labor Day is a workday where they deliver the customer service that we all depend on. And when thinking of your staff examine ways in which you can treat them better, so that they can become more productive and loyal that in turn leads to higher revenues, lower costs, and greater customer satisfaction. You may even be recognized by your peers for the results that you have achieved.

Posted on August 28, 2008 5:49 PM

SpeechTEK Notes...

Several notes from SpeechTEK, held earlier this week in New York City...The industry is waiting for 'G', as in 3G, to enable integrated voice/visual (web/video) solutions to mobile customers...Legislation/regulations are affecting offerings...Personalization, speech analytics, and call avoidance coming key...Concerns/questions about security of automated speech authentication

Posted on August 22, 2008 10:24 AM

Forget SpeechTek: The Buzz Is With Aumtech/MS Speech Rec

I could be wrong but what Aumtech and Microsoft have done is arguably the single most important development yet in speech rec: by putting together the tools that are there.

Posted on August 18, 2008 7:41 AM

Must see (and hear) speech rec webinar Thursday Aug.14

Speech recognition has long been a 'tomorrow' technology, promising the ability to deliver contact center functionality without having contact center agents delivering them, resulting in reduced transaction costs. While the applications have reached a level that they are sufficiently rugged, user-friendly, and widespread to the point where they have trained us to speak to 'them', they have--until now--still been too expensive to be deployed outside of major and deep pocket enterprises. Until now...that is.

Posted on August 11, 2008 11:39 AM

Canada's Do Not Call

In just less than two months from now, Canada's new Do Not Call registry will go live. This new regulation, and others, will have at last some enforcement teeth in the way of steep fines. These methods will help clean up the telemarketing industry that unfortunately like any other field has a few bad actors, poor managers, and greedy companies. Telemarketers will also benefit by using the DNC to generate a higher lead/sale per prospect ratio by not calling people who clearly don't want to buy by phone.

Posted on August 1, 2008 1:42 PM

End of the Line for Toll-Free Numbers?

Today is the 'last run' for the toll-free number connecting New Jersey Transit, the third largest transit agency in the US, with its customers. Yet could this be the beginning of the end of toll-free numbers in North America?

Posted on July 31, 2008 9:42 AM

After-Hours Calls: the Next Speech Rec Killer App Opportunity?

For all the speech-rec current and in-the-pipeline candidate transactions there is one category that appears to be ready-made for this technology--but so far ignored--and that are the after-hours calls, such as for doctors, lawyers, plumbers, fuel oil dealers and furnace repairs now handled by answering services...So that got me to thinking: could a standardized speech solution be developed for these professions and businesses? One that would deliver the same as or superior service while keeping costs--and bills--down?

Posted on July 24, 2008 2:06 PM

IT Expo West--and IP--is Hot!

Forget about the economic cooldown: the IP solutions market is hot!

Posted on July 21, 2008 5:05 PM

A green contact center and CRM opportunity...

Want to 'drive' in more shoppers to your contact center and/or website? Get out the word that calling or going online saves gas (and saves the earth) compared with driving to the store.

Posted on July 21, 2008 1:19 PM

There's No Place Like Home For Contact Centers

To learn more about home-based agents I invite you to register for and participate in a webinar on this topic that is taking place Wednesday July 16 at 2pm ET that is being sponsored by VoltDelta and Transera.

Posted on July 15, 2008 3:41 PM