Small Call Centers in the Multichannel Age
By Susan Hash For smaller call centers, the struggle to do more with less has been a longtime management ordeal. And as larger centers barrel … Read more
By Susan Hash For smaller call centers, the struggle to do more with less has been a longtime management ordeal. And as larger centers barrel … Read more
By Sid Mandel and Douglas Duncan The evolution of personal contact has fostered an ever-increasing need for instant communication with a “where-ever, when-ever” mentality. The … Read more
Reported by Peter Lyle DeHaan, PhD Last January, our “Preparing for the Future” article garnered a great deal of positive feedback. Various industry players had … Read more
By Peter Lyle DeHaan, PhD Some embrace it, others spurn it, but most would agree that the Internet is part of everyday life today – … Read more
Featuring: Donna West, Jim Esser, Darlene Campbell, JR Criner, Mark Herlache, Paula Ford, Frank D’Ascenzo, Dan L’Heureux We asked several industry leaders to take a look at … Read more
By Jim Becker We all are familiar with cell phones but is everyone ready for the wireless revolution. Wired telephones and wired connections to the … Read more
By Debra Roper At the recent Startel National Users Group (SNUG) conference, Hans Dregger of Telag in Zurich, Switzerland, pointed out that, “Technology is moving … Read more
We thought it would be appropriate to consult with some of the individuals and companies most closely identified with the TAS industry. Our request was … Read more
By Barbara Fox In the parade of e-commerce companies popping up all over the U.S., Answer Net, a call center and answering service, upgraded to … Read more
By Donna West A new millennium! Decades are milestones to be celebrated. Centuries are given special importance. A millennium can hardly be imagined. The next … Read more