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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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IP-based system key for growing call center
SearchCRM.com | 10 Apr 2008
ARTICLE - The need for customization and a rapidly expanding at-home agent network led one infomercial company to select an IP-based call center system.
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Virtual call center helps Fetch keep tails wagging
SearchCRM.com | 21 Nov 2007
ARTICLE - With the company expanding rapidly, Fetch Pet Care's CEO turned to hosted call center software to cost-effectively connect his 100 pet sitting and dog walking franchises.
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Gartner ranks contact center infrastructures
SearchCRM.com | 04 Sep 2007
ARTICLE - Application vendors are moving into contact center infrastructure. While tight integration between applications and infrastructure holds promise, it remains separate, Gartner says.
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| EXPERT TECHNICAL ADVICE: 1 - 3 of 11 |
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| REFERENCE & LEARNING: 1 - 1 of 1 |
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off-peak
23 Jul 2007
WORD - Off-peak, in a call center context, describes a time period with fewer calls than are handled in a busy period. Generally, call center agents use off-peak hours for non-phone work, such as training and e-learning, catching up ...
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outbound call
23 Jul 2007
WORD - An outbound call is one initiated from a call center agent to a customer on behalf of the call center or a client. Typical outbound calls include include telemarketing, sales or fund-raising calls, as well as calls for ...
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outbound call center
23 Jul 2007
WORD - An outbound call center is one in which call center agents make outbound calls to customers on behalf of a business or client. Calls made from the center can include telemarketing, sales or fund-raising calls, as well as ...
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