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 | From Mr. Graham Bell's Research to VoIP TelephonyAuthor Gabriel Mendez discusses the evolvement of telephone usage from its infancy to the technological innovations that now power its use in the twenty-first century. Mr. Mendez provides a description of the changes that fixed telephone sets have experim Author: Gabriel Mendez, Insituto Mexicano de Teleservicios | Published: 4/24/2008 |
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| To Be a Profit Center, Stop Being a SiloSpread the value of your call center to other parts of your organization. The key is understanding how connected the activity inside the center actually is to the results outside. Author: Keith Dawson, Frost & Sullivan | Published: 4/17/2008 |
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| Top Ten Questions You Must Ask A Document Management SupplierOrganisations are under mounting pressure to streamline their business processes, increase their bottom lines and reduce their carbon footprints. Catherine Murphy, Marketing manager for Version One Ltd. advises on ten questions that should be asked when tr Author: Catherine Murphy, Version One Ltd. | Published: 4/15/2008 |
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 | Natural Language - A challenging new generation technologyAll companies who are part of the current natural language industry manage solutions based on keyword matching systems, basic semantics, and synonymous use and hierarchies, therefore, these solutions are not pure systems of natural language comprehension. Author: George Seroukas, Vocalcom | Published: 4/11/2008 |
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 | Cost Effect Ways to Deploy VoIP RecordingThis white paper discusses and explains recording of Voice over IP (VoIP) telephony traffic. How can a company deploy VoIP recording with ease and at an affordable price? Author: Bruno Haas, OrecX | Published: 4/9/2008 |
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| Call Center Cinderella: Is Your Biggest Branch Your Best Kept Secret?For many industries, it comes as no surprise that contact centers are powerful generators of revenue. But banking has a history of lower expectations for contact centers. A few banks are changing this, proving that clear, capable, and motivated agents can Author: Johanna Lubahn, Cohen Brown Management Group | Published: 4/4/2008 |
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| 2008: Contact Centers Prioritize The CustomerIn 2008 and beyond, the top priorities for contact center managers and executives are likely to come together, more than ever in the past. With the flood of messages that bombard customers from all angles in their daily lives has forced executives to look Author: Michael Caccavale, Pluris Inc. | Published: 4/3/2008 |
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| On Demand Call Centers with a TwistWe debate the success of current On Demand Call Center solutions and compare it with a new SaaS based approach which will help boost the popularity of On Demand Call Centers to the same level as other SaaS based services like Salesforce.COM's CRM solution. Author: Medhavi Bhatia, 3CLogic | Published: 3/27/2008 |
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| Why Multiple Carrier RFP's Fail to Maximize SavingsWhat industry has experienced the greatest reduction in market prices over the last decade? Like most executives, you immediately think of telecommunications. What drove these reductions? Of course the answer is simple: competition. To maintain profits Author: Justin Fuller, G2, Inc | Published: 3/20/2008 |
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| Pay Attention to the Service ExperienceAs customer service has changed since the web 1.0 days we know that the customers of today want to receive information on their own terms, from peers, not companies. Companies need to provide tools and a culture to make the service experience one of paramo Author: Kate Leggett, Kana | Published: 3/19/2008 |
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| Predictive Dialers: A Grid based ApproachTelephony Grids offer a new and disruptive approach for building popular call center technology like predictive dialers. This article offers an overview of how Grids can be used for predictive dialers. Author: Medhavi Bhatia, 3CLogic | Published: 3/17/2008 |
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