Call Centers

Whether it's onshore or offshore, outsourced or staffed internally, a call center is a key point of contact for customers, and thus plays a large role in how people perceive a company's brand. Call centers present opportunities not only to resolve service issues, but also to sell products and services. VoIP and other new technologies can help control costs and improve performance.


Articles

Microsoft, Google Help Create Ethernet Consortium for Clouds

Broadcom, Mellanox and Arista are other founders of the group that has developed a spec for 25GbE and 50GbE. More >

World Cup Spurs Cyber-Attacks, Digital Protests

Cyber-criminals use the quadrennial soccer contest as a phishing lure for unsuspecting victims, while Anonymous supports domestic protesters by defacing Web sites and by launching denial-of-service attacks. More >

AllSeen Internet of Things Alliance Expands

Linux Foundation open source Internet of Things collaboration effort now boasts 50 members. More >

More Articles >

Interviews

How Elavon Uses Speech Analytics in the Call Center

Ann All spoke with Carlos Navarro, chief markeing officer for Elavon, a US Bancorp subsidiary that offers payments services to 1 million customers worldwide. Elavon uses speech analytics technology More >

Contact Center Metrics Shift to Reflect Call Outcomes

Ann All spoke with Richard Snow, global VP and research director, Customer and Contact Center, for Ventana Research. Snow wrote a report on contact center analytics. It will become part of a larger More >

Addressing Financial Risks in Outsourcing Contracts

Ann All spoke with Chris Kalnik, chief knowledge officer of TPI, a provider of sourcing advisory solutions. Since 2000, TPI has advised on more than 25 percent of total contract value awarded in the More >

More Interviews >

Resource centers

Business Intelligence

Business performance information for strategic and operational decision-making

SOA

SOA uses interoperable services grouped around business processes to ease data integration

Data Warehousing

Data warehousing helps companies make sense of their operational data

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