Contact Centers
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Contact Centers
Subscribe to the RSS Feed for this topicDo you know everything you need to know about Home Agents? You know all the business drivers for implementing a home agent program... or do......more
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Emergency Call Handling using NG911 Additional Data
This is not new technology. This is not a new idea. This is something that's been done in the enterprise space, in some of the largest call centers in the world, for the past 10 to 15 years. It's only because we've had a 40+-year-old architecture in our nations emergency services network, and we've been handcuffed with using caller ID or ANI as our sole index to additional information, and that additional information has been limited to a Street address, that we haven't deploy these common call handling methods to public safety....more
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All those not in favor of creating jobs in America, please say "Yea"
I am vehemently in favor of creating US jobs. What American is not in favor of keeping jobs in the United States? But do the Puritanical practices of publicly pillorying American companies included in the U.S. Call Center Worker and Consumer Protection Act, although it may make some of feel better in the instant, help our long-term prospects? ...more
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In recent years, a growing trend has been to offshore contact centers. This trend seems to be reversing itself....more
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You Better Watch Out! Santa Claus is Coming!
Every Christmas since that time, starting at 2:00 a.m. MT on December 24 through the early hours of December 25, more than 1,200 volunteer Santa trackers will man the 1-877-HI-NORAD Santa hotline, answering phone calls from children of all ages. ...more
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Social Business Evolution: A Summary from the Customer Response Summit 3
The Customer Response Summit 3, hosted by our friends @ExecsintheKnow is a place where bright minds meet to talk about the Enterprise adoption of Social......more
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Customers, smartphones, contact centers: Are you making the right connections?
By 2013, an estimated 1 billion people worldwide will own smartphones. Eighty percent of the U.S. population will own them by 2015. Think about that.......more
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Essentials to Include in Your Home Agent Policy - Part 1
As you prepare to launch your Home Agent program, you understand the importance of having a written policy statement. If not, see my previous blog......more
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