Jun27

MYTHBUSTERS: VoIP on campus is bust

Posted on 27 Jun 2009 by Ritu Maheshwari

Many concerns are raised over the deployment of a VoIP solution at universities and colleges. These range from lack of reliability to high cost; from usability issues to quality of audio. I agree that VoIP might not be the best fit for every campu ...[Read More]

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Jun25

Text Messaging Is Serious Business

Posted on 25 Jun 2009 by Matt Taylor

I emailed a renter recently, but received no reply. 4 days later, I sent a text message with an abbreviated version of the same message and had a response within 15 minutes. If you read recent news about Iran's elections, you'll most likely com ...[Read More]

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Jun16

Give Customers What They Want: Web Chat Best Practices - Part II

Posted on 16 Jun 2009 by Tim Passios

In my last blog, I let you know that I was going to share with you the "Top 10 Steps to a Successful Text Chat Implementation" as delivered during our ININ Annual User Conference by Jim Borum, SVP Client Services with RDI Marketing. B ...[Read More]

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Jun16

Improving Agent Morale to Reduce Turnover in the Contact Center

Posted on 16 Jun 2009 by Rachel Wentink

Studies show that agent turnover contributes heavily to contact center labor costs, and that reducing agent turnover will improve your contact center's bottom line. It's also true that oftentimes we are guilty of killing off the drive and creativi ...[Read More]

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Jun12

Business Process Automation from a Communications Company?

Posted on 12 Jun 2009 by Joe Staples

These days when I speak to analysts, editors, prospects, and customers about the value of automating core processes inside businesses, I frequently get asked the question, “Why would I look to a communications company to deliver a business process ...[Read More]

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Jun12

Spell Check - I need it!

Posted on 12 Jun 2009 by Peter Nees

Remember Microsoft Outlook '97? If you wanted spell check, you would enable the check before send feature. Invariably the tool would find words it did not recognise - names, places, abbreviations. I've got to say I like the new red squiggly line ...[Read More]

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Jun05

Dropping the FoIP bomb on VoIP

Posted on 05 Jun 2009 by Ritu Maheshwari

It is often treated as the four letter F word in VoIP deployments. It is, some say, the weakest link in the switch from a traditional TDM system to a VoIP/SIP deployment. Did you guess it yet or should I write it down and “fax” it over to you? Fo ...[Read More]

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Jun04

Reducing Agent Turnover to Reduce Contact Center Costs

Posted on 04 Jun 2009 by Rachel Wentink

In some contact centers, agent turnover year-to-year stands at more than 100%. With turnover figures like that, it can’t be a surprise to say that if you could reduce your turnover, you can reduce your costs. It takes a lot of resource and energy ...[Read More]

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Archives

Tags

MYTHBUSTERS: VoIP on campus is bust

Text Messaging Is Serious Business

Give Customers What They Want: Web Chat Best Practices - Part II

Improving Agent Morale to Reduce Turnover in the Contact Center

Business Process Automation from a Communications Company?

Spell Check - I need it!

Dropping the FoIP bomb on VoIP

Reducing Agent Turnover to Reduce Contact Center Costs