I wanted to call attention to an article just published on TMCnet by Bill Durr:
Shrinkage in Call Center Operations
From talking with our CEO Nadji Tehrani, I understand that Bill is a legend in the call center industry and one of the top experts in the field of workforce optimization, so I consider it a real privilege to have him as a contributor on TMCnet.
AB -- 2/25/05
Did you know that Samuel Alderson, inventor of the crash-test dummy, died recently at age 90?
On Friday, I heard a great interview with his son on the NPR news show "All Things Considered." You can listen to the program at this link -- well worth it:
Paying Tribute to an Inventive Father
AB -- 2/21/05
Just received a release from telecommunications equipment manufacturer DeTeWe with a dire warning for national telecom operators: You're going the way of the dinosaurs -- those little furry VoIP providers are going to take over your ecological niche!
The release contains a quote from DeTeWe's CEO Nadahl Shocair. Is he an alarmist? Judge for yourself:
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“2004 laid the foundation for widespread take-up of VoIP, with a range of new product releases and service announcements that meanVoIP is set to be a reality this year for consumers and enterprises both large and small. In the US alone, the market is likely to double over the next year from the current 700,000 subscribers to more than 2 million as broadband connections become even more common in US homes.
"The time of national operators is over. Increasingly, they’re starting to look like dinosaurs against the nimble, global players that are entering the VoIP market. We’re going to see a shakeout on the scale of the commotion caused by the budget airlines when they launched a few years back. Up to 40% of the free cashflow currently generated by the telecoms operators could disappear by 2007, as a direct result of the move to Voice over Internet Protocol (VoIP).
"Even enterprise customers that aren't candidates to deploy IP telephony now are buying VoIP-capable phone systems from us for the future.”
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Interesting comparison with the airline industry and the rise of the budget operators. Is it applicable to telecommunications? I don't pretend to know.
The IP communications trend does seem like a potential threat to the big operators, but transformation and adaptation is also an option. Maybe the dinosaurs can find ways to survive as crocodiles and iguanas?
AB -- 2/21/05
Want to keep up with news and happenings at next week's INTERNET TELEPHONY Conference and Expo? Here are some ways to keep in the loop:
Visit the IT Conference and Expo News page at the conference Web site.
Visit the "Internet Telephony VoIP Conference and Expo -- What's the Buzz?" page on TMCnet for news, articles, links and more.
Visit TMCnet's eNews subscription page to sign up to receive Internet Telephony eNews and News and Events updates.
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AB -- 2/17/05
ABI Research has released a study identifying the top prospective server vendors for telco video-on-demand (VOD). The study is called "Telco TV Infrastructure & Service Integrator Opportunities.
Incumbent telcos are rushing to develop video capabilities to compete for triple-play market share against cable operators. A key capability for VOD, according to ABI, is a server that can "receive orders, process them, and deliver the product to the consumer."
ABI names ICTV, nCUBE and Microsoft as the top-ranked server vendors in its study. A release from ABI says the following about these three:
ICTV: ICTV is number one: they have announced deployments that are significant, and they appear to have an aggressive sales force that is doing a good job. Their ICTV technology isn't as good as the runner-up's, but they hit all of the main requirements of a VOD system, and their product scales well to provide a cost-effective solution to any size service provider." (Quoting analyst Michael Arden.)
nCUBE: "The company has a strong record in the CATV industry and should be able to draw on past customers for future sales. It also has a proven technology, giving it a strong score on the Innovation side of the equation."
Microsoft: "It has the benefit of the brand name and a huge sales organization. 'Their technology/innovation aspect is not as proven, because they are new to the market,' says Arden. "However, they have announced some big customers and are teamed up with strong companies, so their future in the market is promising.'"
The table of contents of the ABI report names other companies operating in this space. These two lists are of particular interest:
Video On Demand Platform Matrices:
Systems Integration Platform Matrices:
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Today we received information about the new IPcts, an integrated communications platform especially suitable for the small to medium business. We heard about it from VoIP-Products, a UK-based supplier that provides these systems to resellers in the UK and Europe. They give the price for the IPcts with eight IP trunks and 25 extensions as 595 pounds, which I think is about US$1100 -- doesn't sound too bad!
Here's what the unit looks like:
Here's a product description of the IPcts from the AYCTelecom Web site:
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The IPcts is ideal for the Small Business market. It has been developed with price being a major consideration however, there is no compromise where features and reliability is concerned. It has capacity for 8 incoming/outgoing lines and 25 user extensions and using the benefits of an IP Telephony system provides CTI, Voicemail, Music-on-Hold, Auto Attendant, LCR/ARS all built in, yet the price of the IPcts is comparable to other manufacturers basic analogue systems without any of the advantages of IP Telephony from 5 extensions upwards.
Being based on the SIP standard it ensures compatibility with other manufactures SIP telephone handsets. Again enabling a small business who is working to a budget, and may not need all the functionality of the IPcts system phone, to get all the features of IP telephony at a price matching their budget. There is even a single channel analogue to SIP converter enabling the use of standard analogue telephones that a customer may already have.
There are analogue, ISDN or IP trunk (or all three) interface connections from the IPcts to the public networks. This ensures the simplest, most feature rich and cost effective solution for the end user.
With the general user CTI system the IPcts has all its' features set free, making it one of the simplest IP Telephony systems to use in the market today. The Graphical User Interface of the CTI is so user friendly and informative it gives the user extreme confidence using it. There is also a Windows Operator Console version of the CTI system providing excellent visibility and usability for reception environments when deployed with the touch sensitive screen.
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AB -- 2/15/05
Rich Tehrani passed along a press release from Carrier Access, which provides technology that streamlines communication operations on converged networks. Carrier Access has an installed base of over 50,000 cell sites by Cingular, T-Mobile, Verizon Wireless and others.
The release describes a new circuit and packet processing technology they are releasing called FLEXengine for cell site access, switching centers and transport hub locations.
We get over 2,000 press releases a week on the TMCnet Web site, and the FLEXengine press release is one that came in via the feeds. However, the copy I received from Rich is particularly interesting for the graphics it contains illustrating how the technology works. So I thought it was worth reproducing here:
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FLEXengine technology for converging 2.5G, 3G and IP/Ethernet access with existing GSM access allows network operators to gain ROI in 6 to 12 months
BOULDER, COLORADO - February 14, 2005 - - Carrier Access Corporation (NASDAQ: CACS), a market leader in North American cell site access equipment, today announced the availability of next-generation Radio Access Network (RAN) solutions based on its newly released FLEXengine technology. Carrier Access offers this next-generation technology for both new product shipments and as an upgrade to its installed base of over 50,000 cell sites within leading wireless service providers that include Cingular, T-Mobile, Verizon Wireless, and American Movile.
FLEXengine is a new high-capacity circuit and packet processing technology for cell site access, switching center, and transport hub locations. It is based on advanced network processing software and custom logic developed by Carrier Access for the Axxius(r), MASTERSeriesTM, and the new FLEXwayTM Radio Access Network platforms. FLEXengine is designed to integrate all critical functions required to optimize the transport of 2.5G, 3G and 4G broadband data over both existing and new packet-based broadband wireline or microwave wireless access networks. This technology is designed to allow wireless carriers to avoid spending millions of dollars to upgrade transport networks from cell sites to mobile switching centers when deploying new broadband and video data services.
The Carrier Access FLEXengine technology is designed to be software-definable. This enables wireless operators to use downloadable software libraries, rather than replace existing hardware, to enable network access technology upgrades. Software-definable functions are provided to implement progressive levels of voice and data bandwidth upgrades and packet access technologies, based on network readiness and service needs. These levels of FLEXengine software implementation are termed overlay, converge, and compress.
In summary, Carrier Access has introduced an end-to-end packet radio access network solution that economically scales in bandwidth from two T1/E1s per cell site to large "pipe" optical concentration in switching offices. FLEXengine technology provides a software-definable platform that enables broadband and video data services to be added in Radio Access Networks with minimum capital and operating expenses, while improving service quality.
Carrier Access introduces FLEXengine technology optimized for the MASTERSeries, Axxius, and FLEXway platforms at this year's 3GSM World Congress trade show, February 14-17, in
About Carrier Access
Carrier Access (NASDAQ: CACS) provides converged access technology designed to streamline the communication network operations within service provider, enterprise, and government markets. Carrier Access products enable customers to consolidate and upgrade access capacity for the implementation of converged voice, video, and data services at lower costs. Carrier Access' technologies help our customers do more with less. For more information, visit www.carrieraccess.com/3gsm05.
Forward-Looking Statement Caution
This press release contains forward-looking statements which reflect management's best judgment based on factors currently known. However, these statements involve risks and uncertainties, including the successful development and market acceptance of new products, the ability to sell new products into new and existing customers, the degree of competition in the market for such products, and other risks detailed in our annual report on Form 10-K for the year ended December 31, 2003. Such risks and uncertainties could cause actual results to differ materially from those in the forward-looking statements included in this press release.
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AB -- 2/15/05
TMCnet columnist David Sims has an article today providing some historical perspective on telecom mergers and acquisitions:
Just a few years ago, David points out, the $5.3 billion Verizon is paying for MCI would have been chump change.
AB - 2/14/05
In an article appearing on News.com, Dianah Neff, CIO for the City of Philadelphia, speaks out in response to critics of the city's plans to create a city-wide WiFi network (see Hands off our Wi-Fi Network!)
More specifically, Neff lambastes the ILECS, whom she credits chiefly for the opposition to the City's wireless broadband project, expected to be operating by summer of 2006.
Neff argues that the profit-making ILECs have a disincentive to provide broadband services to underserved populations and that a public project to take on this task is entirely appropriate.
In her article, Neff says:
"When was the last time they were elected to determine what is best for our communities? If they're really concerned about what is important to all members of the community, why haven't they built this type of network that meets community needs or approached a city to use their assets to build a high-speed, low-cost, ubiquitous network?
"For all the money they've spent lobbying against municipal participation, they could have built the network themselves. The truth, of course, is that the incumbent local exchange carriers want unregulated monopolies over all telecommunications."
For an opposing viewpoint, see David Smirk's response to Neff:
Citywide Wi-Fi? Sounds great. But what is the REAL story?
Smirk maintains that WiFi is not really suited to this kind of city-wide deployment and that city governments do not have the requisite expertise for providing this kind of service. He feels that cellular companies are the entities that should be providing wireless broadband in cities. Smirk makes this breathtaking recommendation:
"If you really want wireless broadband, support your cellular company! The cellular companies are taking huge (financial) risks trying to build it as fast as they can! And you can help! Ask the FCC to lower the cost of licenses! And ask your city to get rid of their ridiculous zoning limitations on cellular! Give the cities "eminent domain" rights so they can put antennas where they need them, like the phone and electric companies have always had!"
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AB -- 2/14/05
Verizon and MCI just announced their merger agreement this morning. Here's the release with details:
Verizon to Acquire MCI for $5.3 Billion in Equity and Cash
Acquisition Ensures Strength of Internet Backbone Network, Enhances Verizon's Ability to Serve Large Business and Government Customers -- MCI to Also Pay Special Dividend, for a Total Value of $6.7 Billion --
Feb. 14, 2005
Verizon Communications Inc. (NYSE:VZ) and MCI, Inc. (NASDAQ:MCIP) today announced that Verizon has agreed to acquire MCI for $4.8 billion in equity and $488 million in cash.
The transaction adds new strength to the telecommunications services both companies provide. It ensures that consumers and businesses will have a supplier with the financial strength to maintain and improve MCI's Internet backbone network, which is the largest in the world based on company-owned points of presence.
The transaction will also mean better service for Enterprise customers by enhancing Verizon's ability to compete for and serve large-business and government customers with a complete range of services, including wireless and the most sophisticated IP (Internet Protocol) based services.
The Boards of Directors of both companies have approved the agreement.
MCI shareowners will receive 0.4062 shares of Verizon common stock for each common share of MCI. This is worth $4.795 billion and equivalent to $14.75 per MCI share, based on Verizon's closing price on Friday, Feb. 11.
MCI shareowners will also receive $1.50 per MCI share in cash, worth $488 million. This consideration is subject to adjustment at closing and may be decreased based on MCI's bankruptcy claims-related experience.
In addition, MCI will pay its shareowners quarterly and special dividends of $4.50 per share, worth $1.463 billion. This includes a 40-cent-per-share quarterly dividend approved by the MCI Board on Friday, Feb 11.
In total, the transaction values MCI shares at $20.75 a share, or $6.746 billion.
Verizon will assume MCI's net debt (total debt less cash on hand), targeted to be approximately $4 billion at closing, and customary closing conditions will apply.
In addition to MCI shareowner approval, the acquisition requires regulatory approvals, which the companies are targeting to obtain in about a year.
"This is the right deal at the right time," said Verizon Chairman and CEO Ivan Seidenberg. "We have been evaluating a transaction with MCI for some time, and now we have the opportunity to reach an agreement at the right price that works for both companies and at a time when MCI is gaining momentum. It is a natural and logical extension of Verizon's strategy to transform our company to serve growth markets and offer broadband technologies.
"This acquisition builds on and accelerates Verizon's growth plan in the Enterprise market, and it facilitates our becoming a major provider in that market sooner and less expensively than if we had continued on a path of organic growth. The acquisition will significantly enhance our customer service and competitive positioning by giving us a global reach, a suite of IP-based and value-added services, and a powerful, broad base of large-business and government customers.
"With the two companies' operational resources and investment capacity, we plan to drive efficiencies, increase cash flow and pursue new revenue opportunities. The company will have a strong balance sheet and the financial flexibility to continue to reward shareowners through investment and growth."
"With our heritage of innovation, global network and world-class Enterprise capabilities, MCI is the right partner for Verizon," said Michael D. Capellas, MCI president and CEO. "Combined with Verizon's financial strength and record of operational excellence, we will accelerate delivery of next-generation services, broaden our product portfolio and better serve our customers."
Seidenberg and Capellas emphasized that the transaction is part of the continuing evolution of the industry that is driven by customers and technology. They highlighted several key benefits that the companies' complementary assets bring to the market:
For Enterprise customers, the transaction creates a strong competitor that, in most markets, will challenge a larger incumbent. The more-efficient operating structure will drive better value, and Verizon will be able to offer a suite of services that address a full range of customer needs. The transaction also strengthens the long-term viability of MCI's global network, which is a critical component of government communications systems, including those used by the Department of Defense and the Department of Homeland Security.
For consumers and other business customers, the post-transaction company will continue to have sufficient cash flow and capital capacity to sustain its rapid deployment of wireline and wireless broadband networks and services.
Internet users in the United States will have a strong backbone platform for their traffic, and together the two companies can make greater investments in their backbones and offer the highest quality of service. In a multi-media market where technology platforms compete against one another to provide services, having strong backbone networks will enhance the post-transaction company's ability to deliver advanced services over owned and managed facilities to benefit consumers and small- and mid-sized businesses.
Internationally, the transaction creates a strong, U.S.-based globally competitive network and services provider, positioned to put an American company in a leadership role in the globalization of telecommunications.
For investors, the combination will enhance the company's competitive positioning and long-term financial flexibility.
In the first year following closing, the transaction is expected to have an approximate 10-cent-per-share dilutive impact on Verizon's earnings per share, excluding acquisition costs and any amortization of intangible assets that may be created at the time of the acquisition. Verizon expects the transaction to be essentially breakeven in year three, and cash flow will turn positive in year three.
Verizon estimates that the acquisition will yield a net present value of $7.0 billion in incremental revenues and operational savings, including investments in network and systems to achieve these savings. The costs are estimated to be approximately $1.0 billion to $1.5 billion in expense and $2.0 billion in capital during the first three years, as the company will commit appropriate resources to maintain and upgrade the MCI assets.
The company expects a net annual run rate of $1 billion in pre-tax savings in the third full year after closing.
Verizon's $4.8 billion in equity to purchase MCI represents 132.1 million Verizon shares, or approximately 4.5 percent of Verizon's outstanding shares.
The companies will determine operational plans, such as branding strategies and organizational structure, as the transaction moves closer to closing.
Seidenberg and Capellas will provide further details about this agreement during a presentation to investors and analysts at 9 a.m. Eastern time today. Their remarks will be webcast live on the Investor Relations Web site for each company, www.verizon.com/investor or www.mci.com/investor. Access instructions and presentation materials will be available at these sites at approximately 8 a.m.
With more than $71 billion in annual revenues, Verizon Communications Inc. (NYSE:VZ) is one of the world's leading providers of communications services. Verizon has a diverse work force of more than 210,000 in four business units: Domestic Telecom serves customers based in 29 states with wireline telecommunications services, including broadband, nationwide long-distance and other services. Verizon Wireless owns and operates the nation's most reliable wireless network, serving 43.8 million voice and data customers across the United States. Information Services operates directory publishing businesses and provides electronic commerce services. International includes wireline and wireless operations and investments, primarily in the Americas and Europe. For more information, visit www.verizon.com.
MCI, Inc. (NASDAQ:MCIP) is a leading global communications provider, delivering innovative, cost-effective, advanced communications connectivity to businesses, governments and consumers. With the industry's most expansive global IP backbone, based on the number of company-owned points of presence, and wholly-owned data networks, MCI develops the converged communications products and services that are the foundation for commerce and communications in today's market. For more information, go to www.mci.com.
This is related to my blog entry yesterday about the report and recommendations issued by the FCC's task force on wireless broadband.
FCC Chairman Michael Powell released a separate statement in response to and in support of the task force's recommendations. Here is the text of his statement:
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SEPARATE STATEMENT OF CHAIRMAN MICHAEL K. POWELL
RE: Wireless Broadband Access Task Force Report
Access to broadband is a catalyst for positive change – with the potential to bring resources and jobs to communities across the country. In recognition of this, our leaders have increasingly set ambitious goals for this nation to reach. The President of the United States talked about wanting broadband availability for all Americans by 2007 – a truly bold goal that will only be met by the use of every possible broadband tool at our disposal – particularly wireless broadband alternatives.
Last May, I created the Wireless Broadband Access Task Force to study existing wireless broadband polices and make recommendations in the Commission’s policies to help accelerate the deployment of wireless broadband technologies and services for all Americans.
This multidisciplinary team of FCC staff met with equipment manufacturers, services providers, state and local governments, and consumers and other stakeholders around the country to assess the current state of deployment. Today, I am pleased to support their findings and recommendations.
The Report’s findings confirm that the development and deployment of wireless broadband technologies are critical to ensuring that reliable and ubiquitous broadband services are available to all Americans. In particular, wireless broadband offers both mobility and simplicity of use. Technological advances in wireless broadband, such as mobile technologies, mesh networks and short, medium and long range wireless networks are providing a solid foundation for improved delivery of broadband services. In addition, the proliferation of new wireless broadband applications, ranging from Wi-Fi hot spots, WISPs, voice-over-IP and public safety and distance learning applications are on the rise and promise to empower users and their communities in new and exciting ways.
This Commission has put a high priority on making sure Americans have access to broadband services through multiple facilities-based platforms. Already, our wireless broadband policies and initiatives have helped foster innovation and encourage capital investment in wireless broadband services. For instance, by increasing the amount of spectrum available, allowing maximum technical and regulatory flexibility, and making it easier for entities to gain access to spectrum through secondary markets, the Commission has helped foster the introduction of new and advanced wireless broadband technologies and consumer services.
The Report makes several recommendations that build upon the strong foundation the Commission has already established over the last few years; including, expanding the availability of wireless broadband services offered in licensed spectrum; enhancing the success of wireless broadband via license-exempt devices and equipment; maintaining a hands off regulatory approach to IP-based services; and improving the Commission’s existing outreach efforts. It is my hope that the Commission will heed these recommendations and remain proactive in identifying and understanding emerging technologies and ensuring that our policies do not hinder their advancement. The American public benefits most when our policies enable consumers and businesses to fully tap the benefits of emerging technologies. New video and voice-over-IP and integrated wireless broadband services promise to stimulate even more significant growth in the near and long term. Thus, the Commission should continue to carry out and expand upon its accomplishments to help spawn these and other new services.
The Commission needs to continue to create an innovative regulatory environment that will provide opportunities beyond today’s technological horizon. The Task Force’s Report offers some concrete suggestions as to how we can make that possible and is a positive step for progress in implementing the Commission’s broadband vision.
Finally, I commend the dedicated and talented Task Force staff for their efforts. John Branscome and Lauren Van Wazer have shown extraordinary diligence and skill in leading the task force over these past eight months. I also applaud the work of Paul Murray, Erin Boone, Peter Corea, Chelsea Fallon, Meribeth McCarrick, Paul Nagle, and Leon Jackler. Congratulations to their entire team.
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AB -- 2/13/05
On Feb. 10, 2005, the FCC's Wireless Broadband Access Task Force released a set of recommendations to speed the deployment of wireless broadband access in the US.
The task force is a cross-disciplinary group formed from within the FCC by Chairman Michael Powell in May 2004. The following statement gives an idea of the general character of the recommendations:
“To ensure that our nation’s regulatory policies concerning wireless broadband do not impede innovation or delay service availability across America, the FCC should be vigilant and proactive in identifying and understanding emerging technologies and in ensuring that existing regulatory policies do not get in the way of these advances. Innovative technologies call for innovative regulatory policies. And the American public benefits most when regulatory policies enable consumers and businesses to fully tap the benefits of emerging wireless technologies.”
Here is the list of recommendations released by the task force:
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AB -- 2/12/05
Fascinating nanotech story from mPhase Technologies about advancements in battery technology:
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mPhase Researcher will report on Nanobattery at the Nano Science and Technology Institute
NORWALK, Conn. --(Business Wire)-- Feb. 11, 2005 -- mPhase Technologies Inc. (OTC: XDSL) today announced that its lead researcher, Victor Lifton, will present a paper, "Atoms to products - a nanostructured novel battery," at the Nano Science and Technology Institute Conference and Trade Show in Anaheim, California.
Dr. Lifton will report on the progress of the mPhase plan to fabricate nanotech-based batteries, which can generate electric current. The project is based on a joint program with Bell Labs, the R&D arm of Lucent Technologies.
The novel battery is based on a Bell Labs discovery that liquid droplets of electrolyte will stay in a dormant state atop microscopic structures called "nanograss" until stimulated to flow, thereby triggering a reaction producing electric current.
"We are especially excited about the ability to use various battery chemistries and take advantage of the special characteristics of Nanograss," Lifton said.
Future batteries based on this technology have the potential to deliver far longer shelf life and better storage capacity than existing battery technology. Potential initial applications for this technology may include defense, industrial, healthcare, and consumer electronics. mPhase is also targeting the nanobattery for use in a technically-improved, lighter weight battery designs.
Dr. Lifton joined mPhase Technologies Inc. in June, 2004, following positions at Kulite Semiconductor Products, Inc., as a Manager of Semiconductor Processing and Lucent Bell Labs, as a Member of the Technical Staff in MEMS Fabrication Research Lab. He has a Ph.D in Materials Science from Stevens Institute of Technology where he won the Morton M. Traum Award for Excellence.
Dr. Lifton has designed and fabricated various optical MEMS microdevices and conducted electrochemical studies of porous Si and SiC as novel sensing materials and process control of semiconductor-based sensors for pressure transducers, process development for novel sensor architectures using SOI and thick paste technology, and novel materials and packaging methods for next generation sensors.
mPhase and Lucent announced an agreement in March 2004, under which mPhase plans to commercialize the nanobattery under license from Lucent. mPhase projects its nanobattery to be commercially available in 12-18 months, and plans to produce the technology packaged in various configurations. A primary development goal is to create a battery that could have a shelf life lasting decades, yet can be activated instantaneously.
About mPhase
mPhase Technologies Inc. (OTC: XDSL) develops and commercializes next-generation telecommunications and nanotechnology solutions, delivering novel systems to the marketplace that advance functionality and reduce costs. In telecommunications, the Company's mPhase TV+ platform cost-effectively and reliably delivers entertainment digital television, high-speed Internet access and traditional telephone service over existing copper telephone lines. mPhase also offers a growing line of innovative DSL component products, such as the iPOTS, designed to help service providers lower the provisioning and operating costs associated with DSL. The company is bringing nanotechnology out of the laboratory and into the market with a planned innovative, long-life power cell.
More information is available at the mPhase Web site at www.mPhaseTech.com.
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AB -- 2/11/05
Interesting follow-up to my post yesterday about word of mouth marketing.
I had commented on an interesting release from the Word of Mouth Marketing Association (WOMMA), announcing a new set of ethical standards. Today, this announcement critical of WOMMA appeared:
The Institute's statement in part says this:
"By recruiting minors for online viral advertising campaigns, marketers sometimes expose them and their friends to sexually explicit information, age inappropriate language, sexual images and even open the virtual door to predatory adults who use the Internet to stalk children."
Ouch! The National Institute on Media and the Family describes itself as "an independent non-partisan, non-sectarian, nonprofit organization."
AB -- 2/20/05
One of our new columnists on TMCnet is Charles Ciarlo, founder and CEO of Left Bank Solutions, who will be writing about Workforce Management.
Chuck's first article is:
Schedule Shrinkage Could Be Costing You a Fortune
"Shrinkage" in a call center refers to the time for which workers are paid but during which they are not available to take calls. Companies lose money because there are many hidden areas of shrinkage. One of the tasks of workforce management is to identify and handle the causes of shrinkage.
AB -- 2/9/05
