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Call Center, Darren Prine, Featured »

[12 Oct 2010 | 3 Comments | 3,687 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, Darren Prine, Featured, Issues, Volume 4 Issue 1 »

[12 Apr 2010 | 2 Comments | 1,924 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 | 2,630 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 | 2,388 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 | 2,833 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, Darren Prine, Featured, Issues, Volume 2 Issue 2 »

[25 Jan 2010 | 13 Comments | 3,056 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 …

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

[11 Jan 2010 | No Comment | 1,796 views]
MANAGED SERVICE PROVIDERS: AN ON-DEMAND CALL CENTER SOLUTION

Currently, one of the fastest growing trends for contact centers and outsourced contact centers is to move away from costly equipment based, premise based call center platforms and to move to more versatile, “on demand” virtual call center platforms.  Companies that have moved to or are using a virtual call center platform in some capacity include: Overstock.com, AMD, Vonage, Expedia.com, Hilton Grand Vacations, Kodak, American Express and many others.  Why is this transformation to virtual call center platforms taking place?
 On Demand FunctionalityVirtual call center platforms provide an on-demand solution for …

Call Center, Darren Prine, Featured, Issues, Volume 2 Issue 1 »

[31 Dec 2009 | No Comment | 986 views]
MANAGED SERVICE PROVIDERS: MANAGED SERVICE PROVIDERS FOR REAL ESTATE INDUSTRY

The number of businesses vying for office or factory space depends on the size of the area as well as the economic health of the community in question. A small town with limited resources is not likely to have people clawing each other out of the way to get the prime business locations. A commercial real estate agent must be able to gauge the interest of the target audience as well as the other factors of the market to close a deal. No matter how tepid the economy has become, …

Archive, Call Center, Darren Prine, Featured, Issues, Volume 2 Issue 1 »

[16 Dec 2009 | 4 Comments | 1,349 views]
MANAGED SERVICE PROVIDERS: THE UNTAPPED WORKFORCE

There are countless individuals who would be perfect additions to your contact center or business; however they are not sitting in your office right now waiting for their interview time to arrive. They are stuck at home because of disabilities, mobility problems, vision problems or because they are working around a child’s schedule that is not compatible with the nine to five work day.
Of all of the people you are interviewing on site, only a few are acceptable to you and of the rest, only a handful found the job …

Call Center, Darren Prine, Issues, Volume 2 Issue 1 »

[2 Dec 2009 | 10 Comments | 4,407 views]
MANAGED SERVICE PROVIDERS: BENEFITS OF OUTBOUND IVR

Outbound IVR, also referred to as Proactive Notification, has become one of the most popular business solutions on the market today. Traditionally it was used for notification services, such as emergency and collections. Today’s Outbound IVR solutions offer a wider range of benefits, including enhancing customer relationships, reducing inbound interactions with live agents, and increasing revenues with compelling interactive outbound sales and marketing campaigns. By proactively contacting customers, companies can provide personalized, relevant and customer-specific information in a timely manner.
New research reveals the North American market for hosted outbound integrated voice response …