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Buyer: relationship is most important factor in telecom purchases
Valerie Coffey, Online Industry Editor

In telecom, sometimes the most important buyer consideration is the great relationship you’ve always had with a vendor.

In July 2010, Communication Service for the Deaf (CSD; Sioux Falls, SD) was awarded a $14.9 million grant  as part of the American Recovery and Reinvestment Act to implement a nationwide initiative to provide discounted broadband equipment and services for under-served deaf and hard-of-hearing (DHH) individuals. CSD named its initiative Project EndeavorRead More

Call Center Management Research Library

KPI's for the Call Center
Spectrum Corporation
KPI's and Metrics for Agents, Team Leaders, Managers and Senior Management HYPERLINK " lt.html" INCLUDEPICTURE " c6bd19c0efb1390de316048b0244d/FreeTrial_ blue.JPG" \* MERGEFORMATINET This newsletter will be a two part letter; the second part will be published in our June edition. If you are interested in receiving ...
IP User Mobility: A unified communications profile and portal, wherever you go
Toshiba Telecommunications Systems Division
IP User Mobility— A unified communications profile and portal, wherever you go The ability to transfer registration of an IP phone extension among local and remote devices—with portability of all associated features, preferences and privileges—can redefine the economics and productivity benefits of your business communications system. Rather than wait in the office until midnight for that call ...
Call Recording: The Ultimate Tool for Improving Contact Center Performance
Maintaining a solid relationship with your customers and ensuring their continued satisfaction will ultimately result in customer loyalty. Poor service and frustrating customer support will eventually send valuable clients scrambling for a new vendor. Examine effective training that utilizes call recording can dramatically improve customer satisfaction, which will keep your customers from uniting ...
Statistics or Performance Metrics
Spectrum Corporation
Call Center Statistics or Call Center Performance Metrics? There is a difference between statistics and performance metrics. Both are very helpful to the call center but are used in two different ways. Statistics are used to show what the current status of the agent or group and performance metrics show how well the agent or group is performing. Statistics can provide a view of what is ...
Performance Management
Spectrum Corporation
Performance Management or Real Time Reporting Performance Management or Real Time Reporting Performance Management (PM) offers a view of the business to C-Level executives and Managers so they have an immediate update on key business drivers. Most often CRM, ACD, WFM and ticketing system data is captured from information silos and filtered down to a web report or dashboard. This summary web ...

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