Email Alerts
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The emergence of the virtual call center: Top 10 headlines
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 virtu... Special Report
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Work at home call center agent resources
Explore resources for work at home call center agents, learn important topics and common challenges related to home-based call center agents in this guide. Resource Center
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ACCE conference honors the best workers in the call center industry
The ACCE conference celebrated its 10th anniversary with the ICMI awards dinner. Find out which companies were recognized for excellence in service. ACCE Conference Coverage | 15 May 2013
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Salesforce.com rebuilds Assistly into Desk.com, a help desk for SMBs
Salesforce.com has turned its acquisition of Assistly into a new customer service application, targeted specifically at the SMB market. News | 31 Jan 2012
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Social channels changing contact center certification
Contact centers will see overhauled programs for certifications next year that address the full range of channels, with emphasis on social media technology. News | 05 Dec 2011
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Businesses scramble as users clamor for mobile customer service
As more customers use mobile devices, more companies are trying to deliver customer service to smartphones and tablets. News | 21 Nov 2011
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Sirius, Match.com, DirecTV share social customer service, mobile plans
Customer service groups push forward with mobile, social plans to meet customers on their platforms of choice. News | 10 Nov 2011
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Oracle-RightNow: Expert reactions and the Cloud Services Agreement
There's plenty of reaction about Oracle's $1.4 billion acquisition of RightNow, but its impact on licensing might be the most important. Blog | 26 Oct 2011
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RightNow customers concerned, curious about future with Oracle
Oracle's planned acquisition of RightNow for $1.5 billion has attendees of the RightNow customer summit wondering what the future will hold. News | 25 Oct 2011
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Contact centers improving customer service by expanding agents’ role
Contact centers are giving agents more decision-making power to help improve customer service and boost emotional connections. News | 11 Oct 2011
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Cut support costs by reducing escalations
Contact centers should examine and audit issues that escalate beyond a level 1 to determine how to better manage the outcome and costs of more complex customer issues. News | 04 Oct 2011
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With social contact centers, companies find it’s learn as you go
Without clear best practices for social initiatives, contact centers need to chart their own courses with some basic guidance from industry analysts. News | 22 Sep 2011
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Making due with your less-than-perfect job
Survive with a mediocre job while keeping an eye out for a better one Tip
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IT job trends: The buck starts here
Best IT job bets in 2003 and beyond Tip
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EnvoyWorldWide notifies customers, tracks replies
EnvoyWorldWide provides real-time notification services to wired and wireless devices. Tip
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Publisher books fewer returns, higher profits
Publisher books fewer returns, higher profits Tip
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Optimal CRM process: Measure, predict, act
Tip
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The pros and cons of real-time speech analytics to monitor agents
Expert Lori Bocklund weighs in on using real-time speech analytics to monitor your agents. Ask the Expert
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Give agents varied challenges during contact center downtimes
Contact center managers can give agents a change of pace with varied tasks to take on during idle time. Answer
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Call center transition from inbound to inbound-outbound
Lori Bocklund explains to a reader what factors to consider when turning a small inbound call center into a dual inbound-outbound call center. Ask the Expert
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Hosted call centers -- pros and cons
Donna Fluss offers advice on hosted call centers, including the benefits and drawbacks of the hosted contact center model. Ask the Expert
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On-demand and on-premise markets
What do you think about the "stickiness" of the on-demand market? Is it here to stay, or is it something that will eventually fade or change? Given whatever you think, what is the future of the on-premise market and licensed software? Ask the Expert
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Is a hosted contact center a viable option for companies of all sizes?
Debating about hosted call centers? Learn three basic hosting solutions for hosting call centers in this expert tip. Ask the Expert
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When to outsource call centers
Contact center expert Donna Fluss outlines the advantages and disadvantages of outsourcing contact centers, and which contact centers to outsource. Ask the Expert
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Hosted vs. premise based contact center solutions
Ask the Expert
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Web self-service
Web self-service is a type of electronic support (e-support) that allows customers and employees to access information and perform routine tasks over the Internet, without requiring any interaction with a representative of an enterprise. Web self-ser... Definition
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Workforce management (WFM) software
Workforce management (WFM) software is an umbrella term for desktop and mobile programs that help a business manage staff scheduling. The term originated in contact centers and other service businesses that employ a large number of workers who are pa... Definition
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Experts demystify the complexity of PCI compliance in the contact center
In the second part of a two-part podcast, Diana Kelley and Lori Bocklund discuss staffing, process and new technology concerns for PCI DSS compliance in the contact center. Podcast
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Tarp consultant John Goodman on voice of the customer challenges
Tarp consultant and vice chairman John Goodman asserts that basic customer service is key to any voice of the customer program. Video
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ACCE conference honors the best workers in the call center industry
The ACCE conference celebrated its 10th anniversary with the ICMI awards dinner. Find out which companies were recognized for excellence in service. ACCE Conference Coverage
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Experts demystify the complexity of PCI compliance in the contact center
In the second part of a two-part podcast, Diana Kelley and Lori Bocklund discuss staffing, process and new technology concerns for PCI DSS compliance in the contact center. Podcast
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Salesforce.com rebuilds Assistly into Desk.com, a help desk for SMBs
Salesforce.com has turned its acquisition of Assistly into a new customer service application, targeted specifically at the SMB market. News
-
Social channels changing contact center certification
Contact centers will see overhauled programs for certifications next year that address the full range of channels, with emphasis on social media technology. News
-
The pros and cons of real-time speech analytics to monitor agents
Expert Lori Bocklund weighs in on using real-time speech analytics to monitor your agents. Ask the Expert
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Tarp consultant John Goodman on voice of the customer challenges
Tarp consultant and vice chairman John Goodman asserts that basic customer service is key to any voice of the customer program. Video
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Businesses scramble as users clamor for mobile customer service
As more customers use mobile devices, more companies are trying to deliver customer service to smartphones and tablets. News
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Sirius, Match.com, DirecTV share social customer service, mobile plans
Customer service groups push forward with mobile, social plans to meet customers on their platforms of choice. News
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Give agents varied challenges during contact center downtimes
Contact center managers can give agents a change of pace with varied tasks to take on during idle time. Answer
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Oracle-RightNow: Expert reactions and the Cloud Services Agreement
There's plenty of reaction about Oracle's $1.4 billion acquisition of RightNow, but its impact on licensing might be the most important. Blog
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About On-demand call center
What are the challenges of an on-demand call center? When should a business host their contact center? Find out in this topic section, which includes news and case studies on call center hosting and tips on hosted contact center technology and software application vendors and service providers. Learn how to manage Voice over Internet Protocol (VoIP) technology and phones in an IP call center, how to evaluate Software as a Service (SaaS) or on-demand customer service software, how to manage remote or at-home call center agents and how to use an interactive voice response (IVR) system. This section also covers hosted call center security and costs, online customer service, operating automatic call distributors (ACDs) and hybrid software deployments.