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Maximizing the Savings of Call Center Multi-Sourcing While Protecting Service Levels

Many companies are moving to multi-sourcing for call center agents, largely in pursuit of the cost savings that can come from flexibly tapping into a variety of labor pools. The trend is also growing because multi-sourcing enables call center resources to be rapidly scaled in either direction to align with...

Tags: Call-center, Echopass Corp., Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software

White papers 2007-05-22

Nucleus Research: Echopass Delivers Maximum ROI with its On-Demand Contact Center Services

Companies attracted to the promise of the on-demand call center often want to know exactly where the return on their investment will come from. By focusing on a few key metrics, this report from Nucleus Research shows where companies can expect to get the real value from the on-demand call...

Tags: On-demand, Nucleus Research Inc., ROI, Echopass Corp., Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software

White papers 2006-07-01

On-Demand Call Center Solution Gives Outrigger Hotels and Resorts 298% ROI!

This Nucleus Research ROI Case Study demonstrates how Outrigger Hotels and Resorts achieved immediate bottom-line results when it switched from its premise-based contact center to on-demand call center services from Echopass. The case study calculates the business value Outrigger has realized through its Echopass deployment and balances those figures with...

Tags: On-demand, ROI, Echopass Corp., Case Study, Roi/Tco, Call Centers, Customer Relationship Management (CRM), Finance, Managerial Accounting, It Operations, Enterprise Software, Software

Case studies 2006-07-01

The Echopass EchoSystem: Customized, Scalable, and Affordable Service Integration

Download this Echopass white paper for an overview of the Echopass EchoSystem, an integrated, on-demand call center platform that can meet all your e-service, contact center, and CRM needs. This short paper highlights the unique value proposition that the on-demand service model offers and explains how the "affordable and exquisitely...

Tags: Echopass Corp., Integration, Call Centers, It Operations

White papers 2006-04-01

What's Driving the Hosted Call Center Market?

Download this paper from Echopass to find out what industry analysts have identified as the key drivers behind the emerging hosted call center market. This brief report offers an easy-to-read overview of the benefits of using a hosted call center service, and explains why it makes sense to explore on-demand...

Tags: Call-center, Echopass Corp., Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software

White papers 2006-03-01

The On-Demand Call Center: You Can Bank on It!

Find out how The Provident Bank of New Jersey slashed the average duration of its customer support calls by 40 percent using on-demand call center services from Echopass. This case study reveals the customer care issues that Provident experienced before it began to use an on-demand call center operation, and...

Tags: Bank, Call-center, On-demand, Echopass Corp., Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software

Case studies 2006-03-01

Why Outrigger Hotels and Resorts Has No Reservations about Using a Hosted Call Center Service

Take 2½ minutes to view this short but informative video testimonial from an Echopass customer. It features Bill Peters, VP of Reservation Services for Outrigger Resorts and Hotels, who discusses the great results his company has seen since it began using the Echopass Advanced Call Center On-Demand service. Find out...

Tags: Echopass Corp., Call Centers, Customer Relationship Management (CRM), Corporate Communications, It Operations, Enterprise Software, Software, Marketing

Case studies 2006-03-01

Echopass Call Center On-Demand Enables Outbound Marketer to Efficiently Follow Up on Leads

As a growing company, Infinite Mind lacked the systems it needed to effectively follow up on new sales leads that were being generated through its TV infomercials, radio ads, and internet marketing efforts. The company, which offers the reading acceleration training program EyeQ and other educational software, was looking for...

Tags: On-demand, Echopass Corp., Sales Strategy, Call Centers, Internet, Real Estate, Marketing Research, Sales Force Management, Customer Relationship Management (CRM), Sales, It Operations, Business Operations, Marketing, Enterprise Software, Software

Case studies

Echopass: Making Customer Service Always on and End-to-End

In many industries, high-quality customer service is what separates the leaders from the also-rans. Prompt, efficient service helps increase sales and creates the kind of loyalty that keeps customers coming back. Hawaii-based Outrigger Hotels and Resorts has long understood the need to continually improve both sides of the equation. In...

Tags: Customer Service, Echopass Corp., Call Centers, Customer Relationship Management (CRM), Product Marketing, Data Centers, Terminal Services, It Operations, Enterprise Software, Software, Marketing, Storage, Hardware, Data Management

Case studies

Additional Resources

Wall Street: MSFT should buy Yahoo, consider RIM

A Wall Street investor has suggested that the stars may be aligned just right for Microsoft to make another run at Yahoo, this time for $22 per share. Investment fund Mithras Capital, which owns more than 1.9 million shares, or 0.14 percent, of Yahoo, said Microsoft has a window of...

Tags: Research In Motion Ltd., Yahoo! Inc., Microsoft Corp., MSFT, Financial Accounting, Search, Advertising & Promotion, Handhelds, Finance, Marketing, Hardware, Sam Diaz

Blog posts 2008-10-10

RealDVD officially launches, so do lawsuits; Is it 'StealDVD'?

Update: RealNetworks announced Tuesday that its RealDVD software, which allows you to rip and burn DVDs easily, officially launched. And the lawsuits weren't far behind. In a statement Techmeme, RealNetworks billed RealDVD as a "watershed" product. The software, which goes for $29.99 on sale, allows you to...

Tags: Lawsuit, Movie, RealNetworks Inc., RealDVD, RealDVD Software, DVD, Consumer Electronics, Personal Technology, Home Entertainment, Larry Dignan

Blog posts 2008-09-30

Student Technology Day: your questions to the presenters

I received an email this morning about the opportunity to participate in sending questions to the speakers at the Microsoft Student Technology Day tomorrow (that's Wednesday, for those who have yet to understand the Gregorian calendar). Whilst I'm not allowed to publish the number to text in your questions for...

Tags: Speaker, Microsoft Corp., Question, Keyboards, Internet, Games, Hardware, Peripherals, Personal Technology, Zack Whittaker

Blog posts 2008-09-30

Norway to challenge closed iTunes model

Norway's Consumer Ombudsman Bjoern Erik Thon announced that he's taking Apple Inc. to the government's Market Council to force the company to open its iTunes music store to digital players other than its own iPod. Currently, songs purchased and downloaded through iTunes are designed to work with Apple's market-leading...

Tags: Apple iPod, Apple Inc., Apple iTunes, Digital Music, Digital Media, Personal Technology, Consumer Electronics, Jason D. O\'Grady

Blog posts 2008-09-29

Run, don't walk, and pick up a REDFLY Mobile Companion for $199.95

I wrote up my first thoughts of the Celio Corp REDFLY Mobile Companion back in March, then I bought my own in May and then the price dropped from US$499 to US$399.95 in August. Well, now you can pick this device up for only US$199.95 and IMHO that is a...

Tags: Device, Price, Celio Corp., Microsoft Windows, Operating Systems, Handhelds, Advertising & Promotion, Software, Hardware, Marketing, Matthew Miller

Blog posts 2008-09-25

Battle of the bands: MySpace vs. iTunes

MySpace, the world's largest social networking site, unveiled a long-expected joint venture with all four major music companies in a bid to compete with Apple's market-leading iTunes store. NEW YORK--News Corp's MySpace, the world's largest social networking site, on Wednesday unveiled a long-expected joint venture with all four major...

Tags: Apple iTunes, MySpace, MySpace Music, Digital Music, Digital Media, Personal Technology, Consumer Electronics, Reuters, music, iTurnes, downloads

News items 2008-09-25

Ford to run ad using film from Web contest

Ford on Wednesday will run an ad featuring a short film that won an online competition, reflecting how companies are seeking to cut costs while boosting their brand awareness. LOS ANGELES--Ford on Wednesday will run an ad featuring a short film that won an online competition, reflecting how companies...

Tags: Web, Advertisement, Brand, Ford Motor Co., Filmaka, Branding, Marketing, Reuters, Ford, autos, advertising

News items 2008-09-24

Vendors plan to extend scope of recycling resource site

Confused about the dozen or so different state laws governing what to do with old computer and electronics products when you're done with them? You better be, as a whole bunch more of them kick in over the next two years. In any event, the Electronics Manufacturing Recycling Management Company...

Tags: Electronics, Heather Clancy

Blog posts 2008-09-23

For first time, open source OK'd for UK schools

The most amazing part of this news is that it's actually news. Just read the report from the Inquirer: OPEN SOURCE companies have been granted official permission to supply software to the UK public sector for the first time in British history. ...

Tags: Software, School, Open-source Company, Open Source, Tools & Techniques, Management, Richard Koman

Blog posts 2008-09-22

Yahoo begins radical home page overhaul

Yahoo is moving ahead with a radical redesign of its home page--the most heavily trafficked site on the Web--making changes that give users a personalized view of the wider Web. SUNNYVALE, California--Yahoo is moving ahead on Thursday with a radical redesign of its home page--the most heavily trafficked site...

Tags: Yahoo! Inc., Site, Channel Management, Marketing, Reuters, Yahoo, home page, search, personalization

News items 2008-09-19

Celio Redfly - access virtualization using smartphones

Celio Corp has a different take on how to offer mobile staff access to applications and data, one that is based upon making use of the power of Windows Mobile-based Smartphones. This way mobile staff members can access pocket office (Outlook, Word, Excel and Powerpoint) using a much larger screen...

Tags: Device, Virtualization, Mobile, Smart Phone, Celio Corp., REDFLY Mobile Companion, Smart Phones, Cellular Phones, Handhelds, Keyboards, Advertising & Promotion, Consumer Electronics, Personal Technology, Hardware, Peripherals, Marketing, Dan Kusnetzky

Blog posts 2008-09-19