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Category Archives: VoIP
VoIP Transforms Outsourcing for Agents
Outsourcing is nothing new. For years, centers have allocated certain inbound call types and/or percentages of calls to third party service partners using relatively simple technology. In such cases, the outsourcer supplies people as well as the technology for contact … Continue reading
Posted in Outsoucing, VoIP
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Contact Center Technology for Home Agents
Contact centers have been intrigued by the promise of home agents for years. Technical and economic hurdles have prevented many centers from giving the remote workforce option serious consideration. VoIP-based technology offerings help get centers over the technical hurdles. But … Continue reading
Posted in Home Agents, VoIP
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Call Center Business Continuity Planning with VoIP
System crashes, network outages, floods and fires are infrequent events. Yet every business needs to mitigate the risk of a debilitating disruption to their operations. Given the potential for lost revenue, loss of customer goodwill, lost data and service degradation, … Continue reading
Posted in VoIP
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