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A health system's call center can provide a powerful revenue impact if it is accessible to patients 24/7. But health systems need to address many strategic considerations when planning for [...]

No matter what the state of the economy, banks and other financial services businesses handle enormous call volumes at all hours of the day. They come into contact with a […]

Abstract: The success of a call centre is highly dependent on getting adequate funding for staff and technology requirements. Despite this fact, many call centre leaders do not fully comprehend [...]

The Boardroom Report provides the CRM, customer interaction and call center industry's view from the top, featuring the sector's first in-depth, exclusive CEO-to-CEO interviews with leading executives regarding industry news, […]

A study proposes and tests an advanced framework for workforce management in a call center, called the consecutive staffing using simulation (CSS) approach, which determines staffing levels in a time-dependent manner. Findings indicate that the CSS approach results in the need for fewer agents when compared to the stationary independent period by period (SIPP) approach commonly used, thereby reducing the total operational costs for the call center.

Having agents work from home can help call centers' financial performance. One way to determine that is to calculate the infrastructure cost per employee (ICE) in traditional (or premises call [...]

Outsourcing offshore can save 5% to 8% in Canada, and 10% in Mexico for Spanish-speaking Americans, compared with domestic outsourcing. The percentages jump to an eye-popping 20% to 40% when […]

By applying process excellence - in the form of Six Sigma - to augment traditional sound management practices, call centers can deliver better and faster service to customers and a [...]

It's an old dynamic, but one that never seems to change. Ask any call center manager what his or her mission is, and you'll get one of two answers: Cut [...]

The New York City subway is celebrating its centennial next year in October. But it is a lesser-known anniversary in the subway's history - the city's introduction of tokens 50 [...]

No matter where in the world you go, the inside of a call center will likely look strikingly familiar. From the hardware to the software, from terminals to headsets, the [...]

As call centers seek to streamline operations and better leverage market opportunities, securing software applications that detail every aspect of operations has become critical. Vendors are obliging by beefing up [...]

Well-run call centers give customers a superior Quality of Experience (QoE) while minimizing operating costs. To help meet these twin goals, savvy managers deploy technologies - IVR, CTI, natural speech, [...]

In a new report, market research firm Datamonitor forecasts strong growth for speech-enabled solutions in call centers. Sales to small and mid-size centers will account for a growing share of [...]

The results of an annual survey of spending on CRM technology has led researchers to predict that spending on this core sector will remain level over the next few years. [...]

For call centers that haven't given much thought to disaster recovery planning, the events of September 11th should serve as a wake-up call. Another Reminder Or, more accurately, the latest [...]

According to a new study by research firm IDC, the CRM market will grow to $148 billion by 2005. Despite a softening economy, the CRM industry is expected to increase [...]

A study by Frost & Sullivan found that the US call center industry generated $25 billion in 2000 and is projected to reach nearly $60 billion by 2007. According to [...]

With the current economy slowing and corporate expenditure under intense scrutiny, corporations are investigating the operating efficiency of their call centers and seeking alternative methods to reduce their operating costs [...]

Programs Spring Up At Universities With the demand for qualified customer relationship management (CRM)personnel increasing at every level from front line to management, universities are starting to offer programs to […]

Our annual survey of what you make, what your agents make and your chances for moving up in 2001 Question: What's the difference between a chain gang and a call […]

The funding of the growth of the outsourcing firm eTelecare Global Solutions through an initial public offering is described. The company's plans to recruit 130 employees in Arizona are discussed, besides the proposed establishment of the company's facilities in Latin America.

Imagine for a moment that you have been approached with a possible investment opportunity requiring a significant capital outlay. Being a wise investor, you do research on the key business [...]

CHURN IS WIDELY RECOGNISED as a big problem in the call centre industry. Research has identified an average staff turnover in the UK of between 14 and 18 per cent [...]

Innotrac Corp. has suffered financially as telecommunications firms cut costs to make up for reduced demand for services. The company posted a 36 percent decline in revenue for the first nine months of 2002 compared to the same period in 2001.

UK call centre market will not hit hard times So, the UK call centre, if not already in terminal decline, will shortly be on its knees (PM October 18). Fortunately, [...]

DHL Express announced that it would invest $6.2 million to expand a logistics gateway and call center. The facility is expected to increase shipping handling capacity by 300%, while the call center will double the company's customer service capacity in Mexico. It is believed that these investments allow the company to respond quickly to rising commercial activity.

A methodology for call center executives to help them raise profits is presented.

The creation of a new Sault Ste. Marie technology and call centre received an added $3 million boost from the province in late January. The city wants to build a [...]

In a time of extensive layoffs in the tech industries-recently and heavily underlined by Fujitsu's closure of its Gresham facility-it's cheering to hear of a local technology company that is [...]