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Call Center, Darren Prine, Featured »

[12 Oct 2010 | 3 Comments | 7,718 views]
MANAGED SERVICE PROVIDERS: CALL CENTER – BENEFITS OF CLOUD ROUTING

 
 
An increasing number of contact centers are utilizing, and/or becoming part of a versatile hosted (cloud based) solution known as Cloud Routing. Campaigns, or call volume may dictate that Centers with multiple locations, or several independent centers be made available as a cohesive pool to handle thousands of calls on a permanent basis, or due to media schedule, or even seasonal demand.  
Cloud Routing, in simple terms, refers to a unified queue in the cloud. Call centers with multiple locations, as well as multiple independent centers can be presented seamleslly …

Call Center, Headline, Issue 1, Steve Cramer, Volume 5 »

[4 Aug 2010 | 10 Comments | 5,537 views]
MANAGED SERVICES: CALL CENTER – PART 2: DEATH OF THE PREDICTIVE DIALER

 
In our previous article on Outbound Dialers we briefly reviewed their functional development and the evolution of dialer features. We received many interesting emails regarding the article and insight into true user requirements.
It seems that despite technological improvements, regulations have limited the full functional capabilities of many Dialer systems. The restrictions have been focused mainly on the productivity features, limiting their main purpose.
To this end, what is the fate of dialer technology? From the feedback on our previous articles and direct client feedback, users are looking for options when it …

Call Center, Featured, Issues, Steve Cramer, Volume 5 »

[15 Jun 2010 | 13 Comments | 23,675 views]
MANAGED SERVICE PROVIDERS: CALL CENTER – DEATH OF THE PREDICTIVE DIALER

In today’s global marketplace, businesses must increase productivity, improve efficiency, enhance quality, and out perform the competition. Effective communication tools enable client service teams to focus on their core competencies while improving operational effectiveness and customer satisfaction.
Progressive Dialers vs. Predictive Dialers offer client service teams an effective and quality enhancing dialing Platform. Progressive
Dialing Platforms dial successive calls, but are more advanced and customized then old Predictive Dialer configurations.
Progressive Dialers are able to rapidly contact thousands of contacts in minutes, provide a customized message by contact, filter contacts by multiple data …

Call Center, Headline, Issues, Managed Service Providers, Test Drive, Volume 4 Issue 2, Weekly Tips »

[4 May 2010 | One Comment | 4,800 views]
MANAGED SERVICE PROVIDERS: DON’T MISS THE LATEST TECHNOLOGY TEST DRIVE AND IPAD GIVEAWAY

 
ANNOUNCING
The Latest Technology Test Drive
Here’s what you get for being a test driver:

3 months Free use of the telecommunications dashboard/management tool
1 of only 5 entries into the random drawing for a brand new ipad
Posted review from your company on our site (includes company name, location and link)

  One of the 5 participants will also win:
 A BRAND NEW IPAD!
(winners are randomly picked)
 
Try out a new telecom expense and asset management tool, designed to take telecom hassles out of your hands and  into the hands of able service providers with unbelievable ease! Control your locational spending, enter …

Call Center, Darren Prine, Featured, Issues, Volume 4 Issue 1 »

[12 Apr 2010 | 2 Comments | 3,109 views]
MANAGED SERVICE PROVIDERS: OUTBOUND IVR FOR SERVICE COMPANIES AND UTILITY PROVIDERS – PART 2

In Part 1 of my 2 part series on outbound IVR for service companies and utility providers, I discussed how these companies are using outbound IVR for appointment reminders, to conduct customer satisfaction surveys and the benefits gained from utilizing outbound IVR.
In Part 2, I will discuss how service organizations and utility providers use outbound IVR to assist in sales and marketing.
Sales Acceleration
Businesses have found that advertising through direct mail, magazines and email no longer produces the results they used to.Do you open every commercial e-mail that you receive? Do …

Darren Prine, Headline, Managed Service Providers, Volume 3 Issue 1 »

[19 Mar 2010 | One Comment | 4,051 views]
MANAGED SERVICE PROVIDERS: MANAGING YOUR OWN EQUIPMENT VERSUS USING MANAGED SERVICE PROVIDERS

 
I recently posted a question on Linkedin regarding using managed service providers versus owning equipment and managing it in-house and received some interesting responses.  I had thought that most of the responders would be passionately sharing all the reasons why they felt it was better to own and manage equipment in-house but instead, it seems, many of them are more in favor of hosted solutions.  My question and the responses I receive are posted below. 
“What are the best reasons and benefits to managing your own equipment onsite versus using a …

Call Center, Darren Prine, Featured, Issues, Volume 3 Issue 1 »

[10 Mar 2010 | 10 Comments | 4,022 views]
MANAGED SERVICE PROVIDERS:OUTBOUND IVR FOR SERVICE COMPANIES AND UTILITY PROVIDERS

Outbound IVR for Service Companies and Utility Providers (Part 1 of a series)
Service organizations such as air conditioning companies and pest control companies and utility providers are finding Outbound IVR an invaluable business solution.  They have found that Outbound IVR can help them increase their customer contact rates, proactively communicate with customers which reduces inbound traffic to their customer service centers, increase sales, and improve results in their collections departments.  Outbound IVR solutions with the ability to conduct interactive customer satisfaction surveys lets service companies know if customers are not …

Archive, Call Center, Darren Prine, Featured, Issues, Volume 2 Issue 2 »

[3 Feb 2010 | 11 Comments | 4,722 views]
MANAGED SERVICE PROVIDERS: THE DOOR TO VIRTUALIZATION

Working for some of the Top Call Center Operations, for the past 25 years, has afforded me the opportunity to gain a full understanding of those intriguing dynamics that help shape an efficient Call Center.  Through a series of industry best practices, I have seen some of the best kept secrets of “world-class” customer services implemented. These best practices have also been used to help manage industry service levels, abandonments, and the required agent talk times. Conversely speaking, I have also seen how agent attrition, agent call -ins, inclement weather, …

Call Center, Featured, Issues, Steve Cramer, Volume 2 Issue 2 »

[3 Feb 2010 | 3 Comments | 2,536 views]
MANAGED SERVICE PROVIDERS: BENEFITS OF AUTO CALL RETURN FOR THE MEDICAL INDUSTRY

Imagine that you are a doctor with a busy medical practice.  Keeping your appointment slots filled and moving along is important, not only from a financial standpoint but in regards to the care of your patients as well.  An appointment time that is not filled is a time that could have been used by a truly sick patient.  When a patient leaves your office, they typically leave with their instructions, prescriptions and a follow up appointment date.  In the case of a sick person, some of this information may not …

Call Center, Darren Prine, Featured, Issues, Volume 2 Issue 2 »

[25 Jan 2010 | 13 Comments | 4,734 views]
MANAGED SERVICE PROVIDERS: VIRTUALIZE AND GO GREEN!

 
To understand what comprises a Green Call Center let’s first look at what keeps a traditional call center from being Green.
1. Using an equipment based, site based call center platform, requiring replication at each site,  takes a tremendous amount of energy, not only to run the equipment but also to keep it cool.  For example, at an energy cost of $1.65 per square foot, at a 100 seat agent call center costs $13,200 per year in unnecessary power and gas bills.

Call center agents work onsite.  This means that each agent must use some means …