This Week on TelecomWeb's "The Next Generation Contact Center Report": News Briefs and Feature Articles
Free weekly news briefs and articles geared toward helping companies migrate effectively to an IP Contact Center environment.
Parsippany, NJ (PRWEB) July 5, 2007 -- TelecomWeb's "The Next Generation Contact Center Report" (www.telecomweb.com/ccr) features free weekly news briefs and articles geared toward helping companies migrate effectively to an IP Contact Center environment.
Sign up today for a free Webcast, "Intelligent Migration to the IP-Based Contact Center," featuring a give-and-take discussion between Ken Dolsky, director/Professional Services at InfoTech, and Zack Taylor, Sales Vice President/Global Strategic Solutions at Avaya. For registration information, go to www.telecomweb.com/webinar/avaya.
New this week:
U.S. Contact-Center Industry Continues Growing Despite Outsourcing Pressures
The contact-center industry showed healthy growth in the United States for 2006 despite the outsourcing of agent positions overseas and some inroads on the part of hosted contact-center services. However, the majority of this growth was not based on the needs of companies, government agencies and others to start new centers.
This week's briefs include:
| | - ICT Combines CRM, Telephony
According to NewVoiceMedia, contact centers are failing to fully utilize CRM data to drive new business initiatives...
- Nexus IS Taps Exony For More VIM
Exony's VIM addresses the key operational and management challenges present within IP-based Virtual Contact Centers...
- ATG Launches Upsell/Cross-Sell Software
Ultimately, this capability is designed to drive higher conversion rates, larger order sizes, and stronger customer loyalty...
- Air China Triples Revenues With Avaya Solution
The airline reportedly is more agile in responding to customer demands and providing personalized, always-on services...
- Putting Surveys On Your 'To-Do' List
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Surveying is the only way to determine if your customers are satisfied...
Feature articles on the "The Next-Generation Contact Center Report" include:
Survey Sez: More C-Level Support Needed For Contact Centers
Are contact centers perceived by senior enterprise management as strategic assets to their businesses and a high priority when it comes to investment in growth and capabilities upgrades? Get findings and analysis from our revealing survey of contact center professionals.
Top Ten Leverage Points for Improving Contact Center Performance
Why do some Contact Centers achieve quantum leaps in performance while others just chug along? Faced with a plethora of new offers promising improved performance, contact center managers must first prioritize and focus on the areas that will deliver the most effective improvements for them. Start with our picks for the Top Ten Leverage Points for Improving Contact Center Performance.
To read articles, news briefs and white papers free, please visit "The Next Generation Contact Center Report" at www.telecomweb.com/ccr.
About The Next Generation Contact Center Report
The Next Generation Contact Center Report Site is devoted to providing news, analytical articles, white papers, case studies, interviews with executives and other forms of information designed to help companies migrate effectively to an IP Contact Center environment. Visit The Next Generation Contact Center Report at www.telecomweb.com/ccr.
About TelecomWeb
TelecomWeb encompasses global market-intelligence InfoTrack reports; daily e-letter TelecomWeb news break; TelecomWeb wireless, TelecomWeb broadband and TelecomWeb policy content packages; tariff consultancy Tarifica; and the Web-based business-telephony-product database TelecomTactics. To learn more about TelecomWeb, please visit www.TelecomWeb.com.
Contact:
Debra Wayne, managing editor, 301/354-1801, telecom @ telecomweb.com
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