Contact center operations are constantly under scrutiny. They're complex, they're expensive to run, and employee retention and training can be problematic, to say the least. Contact center managers have a never-ending desire to streamline operations to keep spending in check. If they're not focusing...
Working from home has become an acceptable option for a wide range of professionals, including salespeople and lawyers. Until recently, this option, dubbed "homeshoring," was unpopular in the call center, although that perception has been changing. "Companies are becoming more comfortable in letting...
The Walt Disney Co. said it will launch a family-friendly mobile phone service in June that will enable parents to monitor and manage how their children are using their cell phones. Disney, which announced the service at the CTIA Wireless 2006 tradeshow in Las Vegas, said the service would go beyond...
BT Retail, one of the UK's largest communication service providers, has selected Convergys Geneva billing software as part of a three-year program to improve customer service. Many carriers and telecom service providers struggle with how to integrate CRM and advanced billing applications. Along with...
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