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Center & Telecom Related Links of Interest
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Outsourcing |
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Call
Center Technology Demystified
(see above) Lori Bocklund has 15 years’ experience in the call center industry, nine of them as a consultant with Vanguard. The majority of her time is spent on consulting projects, but she also teaches, speaks and writes articles on call center technology, strategy and operations. Lori is a proud graduate of South Dakota State University (go Jackrabbits!) and George Washington University with B.S. and M.S. degrees in Electrical Engineering. Lori lives in Vienna, Virginia, where she can be found running, bicycling with her husband, Mike, and walking in the woods with Harley, her big yellow Lab. Dave Bengtson has more than 13 years’ experience in the call center and telecommunications industries, including a variety of consulting, sales and sales support, and product management positions. He is a call center algorithm patent holder and a frequent speaker at call center conferences and industry events. Dave holds a B.A. from Boston University and an M.B.A. from Pennsylvania State University. He resides in Denver with his wife, Sheila. When not consulting, he can be found surveying the world from a bicycle seat, killing plants in Sheila’s garden, searching for the perfect microbrew and messing up the kitchen. Both Lori and Dave are Certified Associates of Incoming Calls Management Institute (ICMI). They are course developers and seminar leaders for "Understanding and Applying Today’s Call Center Technologies."
Latest Call Center News For ideas on how a call center can help your business, call us today at 800-716-5518.
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Executive Guide to Call Center
Metrics (see above) As the cost of doing business increases, call centers and help desks are frequently moving overseas. How can your center remain competitive? Is pooling the best way to slash your wait times? James Abbott concisely answers these questions as he leads you through the world of process-centered customer service. Strategic and tactical terms, how to choose metrics to measure, and the miracle of Queuing Science are covered thoroughly, using easy-to-grasp anecdotes to explain the key technical topics. Call Center Dictionary - Call Centers in Plain EnglishYour company needs a call center to be competitive in the 21st century. This book is your guide to the technology, techniques, and trends in today's call centers. The Call Center Dictionary contains all the information you need to: Understand: Your boss, your vendors, the technicians from the telecom and IT departments. Here are the meanings of all those technical terms and that alphabet soup of acronyms. When you need to know whether to go with ISDN or the PSTN and whether a T-1 will help, you'll find all the answers here. Explain: To management, technicians, and new hires. It can be tough to explain terms you use in the call center every day to people with little call center experience. These definitions will let you express yourself clearly - so even executives will understand! Interpret: Technology sales literature and sales presentations. Find out what the vendor really means by those fancy buzzwords. Implement and Improve: Getting the most out of CRM tools to maximize customer satisfaction and foster increased sales. |
