Contact Center Compliance With the New California Telemarketing Legislation
[ Source: Noble Systems ]
January 2008-
The California Public Utilities Commission has mandated new guidelines limiting allowable abandonment rates for companies utilizing predictive dialers to make outbound phone calls to residents of the state. Telemarketers are required to keep records of all abandoned calls to ensure compliance. This paper provides outlines of new regulations. It also presents suggestions for technologies and methods that contact centers can use to stay in compliance with the new laws, not only in California, but as ....
Bayesian Forecasting of an Inhomogeneous Poisson Process With Applications to Call Center Data
[ Source: University of Pennsylvania ]
January 2008-
A call center is a centralized hub that exists solely for the purpose of making or attending calls to or from customers or perspective customers. In today’s economy, call centers have not only become the primary point of contact between customers and businesses but also a major investment for many organizations. Due to the magnitude of these operations, call center supervisors need to staff their organization efficiently in order to provide a satisfactory level of ....
Spector 360 for Call Centers
[ Source: SpectorSoft Corporation ]
June 2006-
Just like your Call Recorder does for phone activity, Spector 360 enables you to improve Call Center performance and security by centrally monitoring EVERYTHING your agents do on the computer.
Spector 360 lets you automatically RECORD all agent activity. REVIEW using high-level charts and graphs. Quickly ANALYZE trends and patterns. Drill down to INVESTIGATE unproductive behavior. SEARCH for specific details. And REPORT your findings from the convenience of your desktop.
Spector 360 ....
Crazy John's: CRM Platform for Expansion
[ Source: ciboodle ]
June 2008-
With over 100 retail stores nationwide and an ambitious plan to launch Crazy John's as Australia's first large scale mobile virtual network enabler (MVNE), a greenfield CRM sales and service solution was required to provide high profile brand partners the ability to deliver new products to market. The solution would also need to leverage existing investments in billing, marketing and financial systems and have the capacity to scale in line with expansion plans.
Mentor Graphics Collects Customer Feedback for Product Innovation
[ Source: Brightidea, Inc. ]
December 2008-
In June 2008, Mentor Graphics launched Mentor Ideas, a Web-based environment for capturing product enhancement ideas from customers. This initiative is focused on the Mentor Graphics PADS product line and customers, and, due to the success of the initial pilot, the company has now launched a similar initiative for its Expedition product line.
Improving Bottom Line Performance Through Precision Forecasting And Scheduling
[ Source: GMT Corporation ]
March 2009-
Whether in a contact center or bank branch environment, workforce managers everywhere face the constant challenge of balancing the yin and yang priorities of service levels and labor costs. This is especially true in today's economic environment where inaccurate forecasts can lead to poor scheduling decisions and can have dramatic impact on bottom line profitability. In this guide, GMT Corp. analyzes how to improve bottom-line performance in contact centers and bank branches through precision forecasting ....
Complying With FTC Telemarketing Legislation Using the Noble Contact Center Technology Suite
[ Source: Noble Systems ]
January 2008-
The Telemarketing and Call Center industry is the target of several legislative changes that will affect the way companies conduct their day-to-day business. The Federal Trade Commission has enacted new regulatory guidelines that place limits on abandoned call rates, require ANI broadcasting, and impose adherence to a National Do Not Call list. Each of these rules can have a substantial impact on managing a call center’s operations. Noble Systems have developed a series of innovative ....
Telcos in the Cloud: Claiming a Seat at the Table
[ Source: VoiceCon ]
July 2009-
Given the myriad challenges telcos face to their core businesses, they cannot allow themselves to be left out of the emerging "cloud" revenue opportunity. They must get on the cloud bus or risk being thrown under it.
Also in this report:
- Telcos are beginning to insert themselves into the cloud conversation by approaching the cloud in a way that highlights their current network assets and network-related capabilities.
....
The Hidden Cost Of Technology Failure In The Contact Center
[ Source: Empirix ]
September 2009-
A new survey conducted among UK enterprises by the Customer Experience Foundation, sponsored by Empirix, has uncovered the dramatic effect that delays in contact center technology projects can have on costs, customer service, and business overall. As part of the study, UK business, technical, and project management staff at more than 100 private sector companies were interviewed.
Remote Call Center Security
[ Source: PhoneFactor ]
February 2009-
Call centers continue to move toward the cost-effective business model of at-home agents to maintain an onshore work force, but there is an increased risk of a security breach associated with at-home workers operating on their own equipment across unknown networks.
Depending on the industry served, call centers must meet any number of strict standards for maintaining password security. Many two-factor authentication systems are difficult and expensive to implement and administer, leading to limited ....