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Webcast: The times they are a-changing:
Speaker: Lori Bocklund, Strategic Contact
Get your IT shop in shape to support today's call center technology. Voice over Internet Protocol, speech recognition, enhanced performance tools and more are changing the face of today's call center. Lori Bocklund, president of Stategic Contact, will help you understand the changes that your IT (and telecom) organization should prepare for to successfully support and manage technology and optimize operations.
Many firms can make a strong case for outsourcing their call centers, especially when they need to scale up. But farming out the work doesn't ensure that you can nip your problems in the bud.
Feature: Call centers: Who you gonna call?
United States Rare Coin and Bullion Reserves revamps its IT and call center strategy with contact center distribution system.
Column: Call center sourcing: Get it right
Are your internal and external customers satisfied with the service they're receiving from your call center and help desk? In his monthly column, James Champy offers advice for successfully running a help desk and call center.