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Overview: Performance metrics for the customer service center as a whole must also be associated with the new way of doing things. For a sales-oriented or hybrid call center, particularly one that is making outbound calls, profitability is the key factor, and metrics might include such things as outbound contacts per hour, average time spent per contact, average revenue per contact, number of call attempts, sales lead accuracy rate, and others.
SIP Fundamentals and Prospects
This tutorial explains what SIP is, how it works, what the major issues for SIP deployments are, and how SIP will evolve in the future. The...
Internet Protocol (IP) Communications: what users really think of it
Both CIOs and IT teams agree that IP Communications can be of tremendous value. This survey reveals why IP adoption is increasing at a rapid rate, as well as the concerns surrounding IP.
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