contact center industry

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Datacraft Readies Philippines Top Call Center for Capacity Expansion

The contact center industry is a highly competitive business. Set up in 1996, the Philippines-based Advanced Contact Solutions ACS is amongst the country's top providers of quality contact center and business process outsourcing services. Keen to uphold its leadership position, ACS entrusts Datacraft with an expansion project to increase its...

Tags: Philippines, Contact Center, Dimension Data, Datacraft, Contact Center Industry, Call Centers, Business Process Outsourcing (BPO), Customer Relationship Management (CRM), Outsourcing, Operational Planning, It Services, It Operations, Enterprise Software, Software, Business Operations, Outsourcing & Subcontracting

Case studies 2008-06-01

The Hosted IP Contact Center Selection Process - One Size Does Not Fill All

The contact center industry has gone through an evolution in the last decade that has left the marketplace unrecognizable even to those who have monitored the industry closely during this period. What was once an industry based upon proprietary hardware-oriented technology, facilitated by premise-based monolithic systems, and delivered by telephone...

Tags: Contact Center Industry, IP, Management, Network Technology, Networking, Phone, Saddletree Research, Strategy

White papers 2006-01-16

Workforce Optimization: The New Workforce Management

The contact center industry has used the term "Workforce Management" to describe systems that enable people to deal effectively with the complexities of demand forecasting and staff scheduling. While these systems can increase efficiency dramatically, they are only one part of a more comprehensive solution that increases the productivity and...

Tags: Blue Pumpkin Software Inc., Optimization, Workforce, Contact Center Industry, Recruitment & Selection, Workforce Management, Performance Management, Payroll Solutions, Human Resources

White papers 2003-01-10

Additional Resources

2010 Mercedes-Benz E550 Coupe

Photo gallery:2010 Mercedes-Benz E550 CoupeDespite rough economic times and a focus on carbon footprints, the automotive industry has shown great vitality in the latter half of this decade, looking beyond the boring model updates of the past to deliver truly exciting new cars. That trend is clearly in evidence at...

Tags: coupe, Mercedes-Benz, E550 Coupe, sedan

Product reviews 2009-09-08

AT&T customers speak out over poor service

RE: AT&T customers speak out over poor serviceAll that is AT&T is EVIL & bad! Did anyone really expect different with the pretty looking iPhone? - Sierra Night TideAT&T/iPhone in AtlantaI have been out to northern California and my iPhone and the other AT&T phones in my family are just...

Tags: Smart phones, Text messaging/SMS/MMS, Cellular phones, ATT, AT&T Corp., poor service, Apple iPhone

Discussion threads 2009-09-04

Apple Faithful: Arrogance Is Not a Virtue, and Why I Will Never Buy a Mac

I've often been asked why I don't own a Mac. The answer is simple, and yet complex, and requires a trip down memory lane artwork by Spidermonkey David Morgenstern’s column last week about Psystar’s imminent demise and his accompanying “Good Riddance”...

Tags: Software, Steve Jobs, Apple Macintosh, PC, Apple Inc., Next Computer, Canon Inc., Fanboy Template Let, Andrew, NeXTStep, Desktops, Hardware, Jason Perlow

Blog posts 2009-06-02

Blacklists vs. whitelists

Blacklists vs. whitelistsCommercial Site VettingMy concern with a vendor offering to optimize content is where else are they looking to monetize the relationship, perhaps through back doors?Data mine and sell to marketing? Take money from commercial sites or trade associations such as the dairy councils to improve the findability of...

Tags: K-12

Discussion threads 2009-04-30

Hey, guess what? We're understaffed!

Hey, guess what? We're understaffed!And yet, you still seem to have plenty of ....... time to moonlight on this blog. So cry me a river! Try naming a single company in the U.S. that isn't trying to do more with less people. RE: Hey, guess what? We're...

Tags: Recruitment & Selection, Media Center PCs, Strategy, job

Discussion threads 2009-03-04

Conficker worm to DDoS legitimate sites in March

Among the key innovations of the Conficker worm (W32.Downadup) was the pseudo-random domain generation algorithm used for the generation of dynamic command and control locations in order to make it nearly impossible for researchers and the industry to take them down.  However, once the domain registration algorithm was successfully reverse...

Tags: Domain, Worm, Distributed Denial Of Service, Cyberthreats, Security, Viruses And Worms, Dancho Danchev

Blog posts 2009-03-03

Select testers to get Office 14 alpha release any day now

Select testers to get Office 14 alpha release any day nowAny idea if you can scan directly into Word?With Office 2007, MS actually had to issue a technical bulletin.http://support.microsoft.com/kb/827100Microsoft morons at their finest. Office XP is one of the most pirated programs for a reason: for power users it has...

Tags: Microsoft Office, Office 14

Discussion threads 2009-01-13

CES 2009: Liveblogging Palm's press conference [day 3]

Scroll down for newest info -- wireless is spotty! PALM IS ALIVE AND WELL Here's the whole press conference, from start to finish: 1:36PM EST: I'm sitting in the second row of Palm's very crowded press conference in a large ballroom...

Tags: Card, Facebook, Phone, Palm Inc., Ed Colligan, Sheryl Sandberg, Keyboards, Telecom & Utilities, Hardware, Peripherals, Andrew Nusca

Blog posts 2009-01-08

CRM 2009 - Companies to Watch For - Part Tree, er...Three

CRM 2009 - Companies to Watch For - Part Tree, er...ThreePPD ComputingI would like to add PPD Computing to this list. They also jumped onto my radar after a big SEO push this year which saw them climb hundreds of pages in Google. From on premise crm software to Hosted...

Tags: Customer relationship management (CRM), Advertising & Promotion, Enterprise software, Marketing research, Fuze Suite, CRM, CRM 2009, Companies, CRM software

Discussion threads 2008-12-23

CRM 2009 - Companies to Watch For - Part Tree, er...Three

To Recap We're heading into the homestretch.  Which is why the Giants need to beat the Panthers....last night.  Oh, snap. This isn't my NFL blog. I don't have one. This is the final episode in that hilarious sitcom, Greenberg's Fools Gold.  For those of you who missed the previous...

Tags: Software-as-a-service, CRM, Greenberg, Connectbeam Management, Zuora, LucidEra, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software, Paul Greenberg

Blog posts 2008-12-22

CRM 2009 - Companies to Watch For - Second Verse, Different Than the First

Industry Giants -the New Adults on the Block Most of these might not be surprising to you but they are to me. With maybe the exception of Sage...and NetSuite....and RightNow and.....ah well.  I guess they aren't really all that surprising.  But to some degree, IBM and Cisco are surprising. ...

Tags: Strategy, Application, NetSuite Inc., IBM Corp., CRM, Zach, Zoho, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software, Paul Greenberg

Blog posts 2008-12-16

The Elusive Work-Life Balance: Five Steps to Achieving Harmony With Workforce Management

The familiar terms 'flexible working' and 'work-life balance' hold different meanings for different people. For an employer, flexibility often means a way to ensure staff availability at right times to meet customer demand. To the employee, flexibility usually means freedom to pursue outside interests, whether leisurely pursuits or family commitments...

Tags: Flexibility, GMT, Recruitment & Selection, Workforce Management, Human Resources

White papers 2008-11-19

CRM 2009 Forecast: How'd I Do in 2008? Gimme A High Four!

Usually, when I begin my forecast for the coming year, I like to look at how I did the previous year - which is usually disconcerting to say the least.  So, in honor of my first non-intro post for this ZDNET blog, I'm going to be nakedly transparent and show...

Tags: Social Media, Business, Tool, CRM, Zoho, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software, Paul Greenberg

Blog posts 2008-11-18

2008 Pwnie Award nominees announced

Well, after getting 134 nominations, and spending countless hours pulling out nominees, the judges for the 2008 Pwnie Awards have announced the final nominees to be voted on.  From the site: The final list of nominees for the nine Pwnie Award categories is ...

Tags: Attack, Flaw, Lifelock, Nathan McFeters, Nominee, Security, Vulnerability, XSS, XSS Flaw

Blog posts 2008-07-21

Ticking bombs in enterprise land

I believe the enterprise software industry is heading for major problems. It started when I read Francine McKenna  where she talks about what she sees as a doomsday scenario for at least one of the Big Four audit businesses. Francine's focus is on questioning the effectiveness of current methods for...

Tags: Software, Audit, Francine, Tools & Techniques, Financial Accounting, Management, Finance, Dennis Howlett

Blog posts 2008-07-07

Xerox: Gel ink will be the future

There may come a day when we're buying a tube of ink gel for our printers. Xerox on Thursday said it is previewing what it calls a "cured gel ink technology" that prints on plastic and foil. Xerox's plan is to take digital printers to the packaging...

Tags: Xerox Corp., Paper, Image Quality, Inkjet Printer, Ink, Gel, Larry Dignan

Blog posts 2008-05-29

Mangocity Leads China's Online Travel Services Industry With Avaya Solutions

The online tourism industry in China is extremely competitive, with many dominant and established players. As a new entrant in 2006, Mangocity's biggest challenge was to differentiate its travel portal from those hosted by the incumbents. The company decided that customer service is of utmost importance and needed a solution...

Tags: Avaya Inc., Call Centers, Customer Relationship Management (CRM), Customer Service, Enterprise Software, It Operations, Management, Marketing, Product Marketing, Software, Strategy

Case studies 2008-04-01