Trend watch columns:Call center
Call center
Trend: VoIP call center
Today it's clear that IP can vastly reduce operating expenses, simplify management overhead, provide geographic flexibility and improve quality, particularly for multi-site contact center operations, says Donna Fluss in this call center trends column. Learn the benefits that IP technology can offer and why it might be the right choice for your call center in this column.
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04 Sep 2007
Column - When utilized effectively in the contact center, IP can deliver payback in 12 months or less, says Donna Fluss. In her latest column, learn how Delta Air Lines achieved $16 million in annual telecommunications savings with IP and how to design your own...
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The IP contact center: Why the time is right
05 Dec 2006
Column - Today it's clear that IP can vastly reduce operating expenses, simplify management overhead, provide geographic flexibility and improve quality, particularly for multi-site contact center operations, says Donna Fluss in her latest Call Center Trends...
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Understanding Session Initiation Protocol in today's call centers
17 Nov 2008
Column - Session Initiation Protocol (SIP) is being used effectively in some call centers, but if your call center is using products from multiple vendors, you may not be able to take advantage of the benefits. Get tip for understanding SIP from call center...
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