Call Center

Call Center articles

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SOA: Not Just Another Three Letter Acronym -- Adopting Service-Oriented Architecture and linking contact center processes with other business processes is an important first step in raising the status of the center within the enterprise.
June 1, 2007 ... Byline: Paul Stockford Barely a week goes by in the contact center industry where we don't get hit with another Three Letter Acronym (TLA). Most of the TLAs originate from over-stimulated marketing departments bent on making their mark...

Survey Says Segmented Service Successful.(Dimension Data's Global Contact Center Benchmarking Report)(Brief article)
June 1, 2007 ... The ninth annual Global Contact Center Benchmarking Report, a survey conducted by IT services and solutions provider, Dimension Data, reveals that more contact centers have adopted broader organizational segmentation strategies than in the...

Contact Center Management for Maniacs -- Don't just think outside the box - cut the box up into little pieces and then stomp on them.
June 1, 2007 ... Byline: Greg Levin If you currently have best practices and world-class tactics in place at your contact center, you are very likely doomed. You have chosen to incorporate proven approaches and principles, and in doing so, you have...

New Horizons.(Call Center Magazine's editorial director Keith Dawson is resigning)(Editorial)
June 1, 2007 ... Byline: Susan Hash One glance at this Editor's Page will tell you that Call Center Magazine is undergoing changes. With this issue, we bid a fond farewell to Editorial Director Keith Dawson, who is departing to pursue other interests in...

1-800-Flowers.com Enterprise Service Center -- The ultimate seasonal business has some innovative solutions for beating the peaks.
June 1, 2007 ... Byline: Greg Levin The only thing fresher than the tulips and geraniums from 1-800-Flowers.com are its Enterprise Service Center's staffing practices. And it is such creative and innovative HR tactics that have enabled the virtual...