All-in-One Guides:VoIP in the call center guide
VoIP and call center news
VoIP special reports
Read this section if you're in the research stage of a VoIP project. Browse the latest headlines and industry reports concerning VoIP vendors and call centers.
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VoIP call center ROI: Top five headlines
04 Sep 2007
Article - This report offers a look at the VoIP call center landscape today and the considerations involved in measuring the ROI of VoIP call centers.
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Customer satisfaction falls despite call center efforts
20 Mar 2007
Article - Customer satisfaction levels fell significantly compared with last year, according to a recent contact center benchmarking report. And that's a good thing, the authors say.
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VoIP adoption changing how contact centers do business
30 May 2006
Article - VoIP vendor Interactive Intelligence polled 105 companies and found that VoIP is making a huge impact on call/contact centers.
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Virtual call centers driving VoIP adoption
24 Jul 2007
Article - Organizations are driving down customer service costs by distributing agent workload across multiple locations, and VoIP is a key enabler, research shows.
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IP moves beyond cost savings in contact center
13 Dec 2006
Article - IP-enabled contact centers are moving beyond cost-cutting measures and are poised to build real customer value.
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VoIP call centers on a slow but steady adoption path
12 Jul 2006
Article - Some experts predict there will be no sales of traditional phone systems by 2009, but call centers are slow to adopt VoIP.
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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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Call center centralization vs. decentralization analytic framework
08 Oct 2007
Column - Call center centralization can be cost-effective for centers of a certain size. In her latest column, Donna Fluss outlines a framework for call center managers who are considering call center consolidation.
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Extending the call center through unified communications demands a comprehensive strategy
24 Feb 2009
Article - Unified communications bring a wealth of advantages to the call center but also tremendous challenges in managing agents and the organization as a whole.
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The emergence of the virtual call center: Top 10 headlines
Special Report - A virtual call center can be beneficial for organizations looking to cut costs, improve employee retention and boost customer satisfaction, some experts say. With technology like Voice over Internet Protocol (VoIP) readily available, starting a virtual...