CRM / Call Center Topics:
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.
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Analyzing consolidated vs. decentralized customer service
Ask the Expert - Will the centralization of call centers really cut costs? Read Donna Fluss's advice here.
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Who is ultimately responsible for call center quality assurance?
Ask the Expert - Read Donna Fluss's advice on call center quality assurance, including how to implement a quality monitoring program and who should run it.
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Calculating cost per call to evaluate outsourcers for outbound calls
Ask the Expert - If you're looking at outsourcing, there are a number of ways to calculate and pay for resources, according to Lori Bocklund. She talks about some of the common call center models in this expert tip.
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Outsourcing with the right call center partner
Ask the Expert - Looking for tips to repair a difficult outsourcing relationship or how to select a call center outsourcer? Read advice from call center expert Donna Fluss in this expert tip.
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Call center transition from inbound to inbound-outbound
Ask the Expert - Lori Bocklund explains to a reader what factors to consider when turning a small inbound call center into a dual inbound-outbound call center.
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Hosted call centers -- pros and cons
Ask the Expert - Donna Fluss offers advice on hosted call centers, including the benefits and drawbacks of the hosted contact center model.
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Is a hosted contact center a viable option for companies of all sizes?
Ask the Expert - Debating about hosted call centers? Learn three basic hosting solutions for hosting call centers in this expert tip.
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When to outsource call centers
Ask the Expert - Contact center expert Donna Fluss outlines the advantages and disadvantages of outsourcing contact centers, and which contact centers to outsource.
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Measuring cost per call
Ask the Expert - One reader asks, "Should I be worried if my cost per call has risen $0.51 in two months?" Lori Bocklund explains the calculation behind cost per call.
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Knowledge management for the help desk
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