The Global Association for Contact Center Best Practices & Networking

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	Global Economic Recession, Lay-off’s and its Impact on You – Survival of the Fittest (Premium Content) Many companies and countries have become bankrupt or are on the verge. Millions and millions of people have lost their jobs. This is not the first time that the global economy is going through recession and not the last. Author: Sanjeev Himachali, Virgin Management Consultancy Published: February 27, 2009
	Why Telephony Costs Are a Red Herring For The Contact Centre Industry (Premium Content) For years South Africa’s contact centre industry, its promoters and its detractors have focussed on telephony as the single biggest cost facing operators. We’d like to argue that this is a red herring Author: Bruce von Maltitz, 1Stream Published: February 25, 2009
	The Making of a Great Company - Stages in the Life of a Company - (Part I) (Premium Content) Just like human life, the life-cycle of a company also consists of different stages. This article explores those stages. Author: Sanjeev Himachali, Virgin Management Consultancy Published: February 23, 2009
	Will Live Agents Ever Be Completely Replaced? (Premium Content) With all the advancements in IVR technology these days, we wondered, will live agents ever be totally replaced? We asked our members from around the world what they thought. Author: ContactCenterWorld.com Published: February 4, 2009
	What Would You Do Differently If You Had The Chance? (Premium Content) We wanted to know would contact center managers do differently if they had the chance. From location and paint color, to technology investments and staffing choices there's always something to improve on. Author: ContactCenterWorld.com Published: February 3, 2009
	Question On Managing A Contact Center: Hear What Managers Have To Say (Premium Content) We asked contact center managers from around the world what they would do if they were to rebuild their contact center differently, and why. Author: Raj Wadhwani, ContactCenterWorld.com Published: February 3, 2009
	Good Leader? Try GREAT Leader (Premium Content) Les Blacker shares with us what it's like being named "Best In The World" and some of his philosophies that got him there. Author: ContactCenterWorld.com Published: January 22, 2009
	Think You've Got What It Takes? (Premium Content) We ask past winners 'What would you say to others who have thought about entering these awards but are hesitant because they don't know how they will do?'. Read what they have to say and prepare to be inspired. Author: ContactCenterWorld.com Published: January 7, 2009
	The KVM User Experience - Critical Considerations for Optimizing Long-Term ROI (Premium Content) There are several factors that differentiate one KVM solution from another – which means that there are several factors that IT decision-makers should consider when selecting a KVM solution. Author: Adder Corporation Published: December 31, 2008
	Enhancing Call Center Success With Predictive Dialers (Premium Content) Tips on why you should use a predictive dialer, what to look for when choosing one, and which is better - hosted or on-premises? Author: Raj Wadhwani, ContactCenterWorld.com Published: December 30, 2008
	What's Great About Industry Awards? (Premium Content) We asked our members' "What's so great about industry awards?" and here's what some of them had to say. Author: Raj Wadhwani, ContactCenterWorld.com Published: December 22, 2008
	Self-Service Saves UK Contact Centres £1.6bn Per Year (Premium Content) A recent major study carried out by ContactBabel, has found that although the number of inbound calls that are dealt with entirely though self service is low, the savings have still been astronomical. Author: Steve Morrell, Vicorp Published: December 22, 2008
	Less Staff, Reduced Business Performance – Surely? (Premium Content) Graham Jarvis, Editor and Media Services Consultant for Milner Curtis talks about the economy, training budget, staff development and more. Author: Graham Jarvis, Milner Curtis Ltd Published: December 11, 2008
	Vicorp Combats Fraud with Speech Self-service (Premium Content) Vicorp introduces its new speech self-service solution portfolio which specifically tackles hot issues faced by card issuers and more generally expands to benefit finance departments. Two key areas of focus for the portfolio are fraud prevention and arrears handling – areas of finance which will come under increased scrutiny and pressure in the coming months with the clash of Author: Alison Colley, Vicorp Published: December 2, 2008
	Answering Contact Center IT Challenges with Virtual Hosted Desktops (Premium Content) Contact center IT operations face formidable challenges related to security (both data and device), user experience/productivity, and infrastructure scalability. Virtualization technology is being hailed as a way to resolve these challenges. This article discusses these challenges, highlights the pros and cons of using desktop virtualization to address them, and explores how Author: Les Yetton, Desktone Published: November 20, 2008

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