Podcasts

Evaluating VoIP for your call center

?VoIP call center software is becoming increasingly popular in call centers around the world, as companies look to cut telephony costs and improve service. But how do you know if VoIP technology is right for your call center? SearchCRM.com spoke with Richard Snow, Vice President and Research Director of Customer and Contact Center Performance Management at Ventana Research, to get his thoughts on VoIP and what to consider when evaluating VoIP for the call center.

In this podcast, Richard discusses:

 

  • 02:27: The main benefits of VoIP for the call center

     

  • 03:25: VoIP challenges and drawbacks

     

  • 05:57: How VoIP can help connect and manage remote call center agents

     

  • 08:56: What impact VoIP has on the customer experience

     

  • 09:53: How to put together a business case for VoIP

     

      Evaluating VoIP for your call center  

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      About the expert  

    Richard Snow
    Richard Snow
    Richard Snow leads Ventana Research's Customer and Contact Center Performance Management research practice, which is dedicated to helping organizations improve the efficiency and effectiveness of managing customers and their interactions throughout their lifetime and across all touch points, including the contact center. Mr. Snow conducts research exploring the people, process, information and technology issues behind customer operations management, contact center management and customer experience management. Mr. Snow has more than 25 years of experience working in the IT services industry and has specialized in delivering customer care and billing solutions for telecommunications operators and multi-channel contact centers in both the public and private sectors.

     

     

     

      Related resources on evaluating VoIP call center software  

This was first published in May 2009

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