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 A Powerful Weapon for Telcos gives further life to the massive amount of legacy copper cabling that dominates the last mile of telephone networks. More >

Will Social Networking and Unified Communications Compete, Coexist or Cooperate?

It is entirely possible that the emergence of social networking is what ends up saving UC. More >

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 >

More Articles >


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 uses interoperable services grouped around business processes to ease data integration

Data Warehousing

Data warehousing helps companies make sense of their operational data

Related IT Downloads

Consumerization Strategy Roadmap Tool Consumerization Strategy Roadmap Tool

Should you allow - or prohibit - your employees from using their own smartphones, tablets or computers to conduct company ...

Job Description: Analyst Skill Set Job Description: Telecom Analyst

This sample job description will help you find the best candidate for your next Telecom Analyst hire.


More IT Downloads>

Subscribe to our Newsletters

Sign up now and get the best business technology insights direct to your inbox.


Thanks for your registration, follow us on our social networks to keep up-to-date