Tuesday - June 9, 2009
Sarah Betesh's career in customer service began in box office call centers at venues such as the Walnut Street Theater in Philadelphia. She moved on to Tickets.com and
Vertical Alliance, at one point becoming a call center manager. However, in spite of her success, Betesh left her call center career behind in 2003. She now teaches autistic children at a middle school in Bucks County, Penn. The high stress levels she experienced in the call center environment left her feeling burned out.
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Monday - June 8, 2009
Not that long ago, the outsourcing of customer service to home-based agents was a small niche category, viewed as not quite on par with a bricks-and-mortar call center operation. For a number of reasons, that perception is changing -- starting with the lower costs involved and ending with the growing number of quality providers that have highly qualified staffs on hand.
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Wednesday - May 27, 2009
Avaya is redoubling its efforts to gain traction in the mid-market, a neglected but potentially very lucrative niche for contact center providers. To that end, Avaya has acquired Agile Software, the company from which it had been OEM-ing its main mid-market solution, Avaya Contact Center Express.
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Friday - May 8, 2009
Driven by the housing market landslide and seizure of the global credit markets, economies the world over have slipped into retrenchment and recession. Many organizations are tightening capital and expense budgets, closing locations, shortening hours or reducing staff. Still others are tempted to reduce the level of service and support they extend to customers.
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Thursday - April 30, 2009
Several years ago, while selling software in the British telecom market, I met the CMO of a smallish network operator. He described the issues his business was facing, and when I asked him his churn rate, he replied, almost casually, that it was "about normal for our industry: 37 percent." He must have seen my jaw drop.
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Monday - April 6, 2009
Right now, about 2 percent of the contact center infrastructure market uses Software as a Service, said inContact CEO Paul Jarman, citing research by Gartner. That statistic seems reasonable, given that the contact center infrastructure space has traditionally been dominated by on-premise players -- but Jarman hopes to change that.
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Tuesday - February 24, 2009
Shrinking client pools, lack of access to credit and competition from offshore destinations are squeezing some business process outsourcing service providers in the United States. With declining revenues come cheaper valuations. This creates opportunities for other entrepreneurs seeking to expand their outsourcing business quickly through acquisitions.
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Thursday - February 12, 2009
Society's expectations for more personalized products and services have risen. As a result, vendors need to better understand their customers and prospects in order to remain competitive in the marketplace. One of the best ways for a company to do this is to spend time examining the interactions between its employees and customers. Speech analytics delivers the insights organizations require to do just that.
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Tuesday - February 10, 2009
Genesys has always been a distinct entity within the Alcatel-Lucent line of divisions, products and services. On Jan. 1, though, it was folded into a larger group called the "Applications Software Group." Genesys' mission of offering contact center products and services geared toward enterprises and telecommunication firms will still be part of Alcatel-Lucent's mix.
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Thursday - February 5, 2009
The home-agent contact center model has undergone a metamorphosis in the last few years. A few short years ago, it was the refuge of small companies that couldn't afford to outsource operations to typical brick-and-mortar contact centers, said Alpine CEO Christopher Carrington. However, larger companies are increasingly drawn to the model.
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