TMCnet.com RSS Service - DID http://www.tmcnet.com/ http://www.tmcnet.com/ http://www.tmcnet.com/tmcnet/tmcimg/tmcnet3.gif http://www.tmcnet.com/channels/DID/articles/336959-call-centers-make-sense-businesses-all-sizes.htm http://www.tmcnet.com/channels/DID/articles/336959-call-centers-make-sense-businesses-all-sizes.htm Mon, 06 May 2013 14:30:07 GMT Call centers bring a number of benefits, and my bet is that many business owners can come up with at least a few ways that a call center could benefit them. http://www.tmcnet.com/channels/DID/articles/336941-benchmarking-stresses-importance-customer-satisfaction-reduced-customer-effort.htm http://www.tmcnet.com/channels/DID/articles/336941-benchmarking-stresses-importance-customer-satisfaction-reduced-customer-effort.htm Mon, 06 May 2013 12:26:07 GMT Contact center benchmarking is an important tool. It can help contact centers understand that the quality of their service and their key performance indicators fall when compared to other contact centers. It allows companies to know where they are doing well, where they are hitting averages, and where they are lagging. http://www.tmcnet.com/channels/DID/articles/336936-why-call-centers-reign-supreme-conversions.htm http://www.tmcnet.com/channels/DID/articles/336936-why-call-centers-reign-supreme-conversions.htm Mon, 06 May 2013 11:55:51 GMT Can you turn a basic call into a sale? For the call center agent able to accomplish this, the outcome is a higher conversion rate, better revenue streams and a greater chance for profitability. In a comparison of call centers and catalog retailers, retail chains, manufacturers and Web-only retailers, call centers tied with catalogers for the highest conversion rates. http://www.tmcnet.com/channels/DID/articles/336017-call-centers-return-the-us.htm http://www.tmcnet.com/channels/DID/articles/336017-call-centers-return-the-us.htm Mon, 29 Apr 2013 11:50:22 GMT There was a time when call centers were one of the first business services outsourced. Well, times have changed. http://www.tmcnet.com/channels/DID/articles/335656-millennial-generation-makes-ideal-call-center-workers-under.htm http://www.tmcnet.com/channels/DID/articles/335656-millennial-generation-makes-ideal-call-center-workers-under.htm Thu, 25 Apr 2013 12:14:31 GMT In the past few years, we've seen unprecedented technological changes in the contact center, including the advent of Voice over IP (VoIP) call-center platforms and cloud contact centers, allowing companies to build virtual and remote contact center networks that spread all over the world. http://www.tmcnet.com/channels/DID/articles/334884-social-media-turns-customer-relationship-into-two-way.htm http://www.tmcnet.com/channels/DID/articles/334884-social-media-turns-customer-relationship-into-two-way.htm Thu, 18 Apr 2013 17:11:11 GMT Listening to the customer isn't a new concept. The phrase "The Customer is King" is older than anyone can remember, and it harkens back to a time when business owners knew most of their customers personally. http://www.tmcnet.com/channels/DID/articles/334626-call-centers-help-vacationers.htm http://www.tmcnet.com/channels/DID/articles/334626-call-centers-help-vacationers.htm Wed, 17 Apr 2013 16:15:37 GMT Companies everywhere are turning to cloud contact centers to improve their customer service, even when it comes to making vacations. inContact recently announced a new contract with a top vacation timeshare company, allowing it to make the most of its multi-channel operations. http://www.tmcnet.com/channels/DID/articles/334607-job-openings-the-call-center-industry.htm http://www.tmcnet.com/channels/DID/articles/334607-job-openings-the-call-center-industry.htm Wed, 17 Apr 2013 15:41:21 GMT There's no denying that we're currently in tough economic times. There may be some improvements, but full recovery is still a ways away. Fortunately, there are always bright spots, such as the Call Center industry, which has managed to keep growing nicely in spite of economic woes. http://www.tmcnet.com/channels/DID/articles/334364-how-should-empower-agents-more-effective-customer-service.htm http://www.tmcnet.com/channels/DID/articles/334364-how-should-empower-agents-more-effective-customer-service.htm Tue, 16 Apr 2013 11:47:07 GMT The call center is designed to enable an extension of the organization for customer care, and serves as a central location for handling of all calls related to customer questions, issues, concerns, problems or even additional transactions. To ensure the efficiency of operation, call center agents are often handed a script for handling all calls. What happens, however, when the script doesn't fit? http://www.tmcnet.com/channels/DID/articles/333948-emergency-travel-services-call-center-ccra-improves-uptime.htm http://www.tmcnet.com/channels/DID/articles/333948-emergency-travel-services-call-center-ccra-improves-uptime.htm Thu, 11 Apr 2013 13:30:13 GMT While everyone likes to think their call center operations are important, some are simply more important than others. Emergency services call centers run 24/7, are often affected by natural disasters such as storms, and frequently are the only link between people in trouble and help. For all these reasons, emergency contact centers must take a number of extra steps to ensure reliable uptime, sufficient manpower (and no queues) to handle call volume, redundancy and failover policies. More importantly, they need to update their operations on a regular basis to ensure they run properly. http://www.tmcnet.com/channels/DID/articles/333808-fraudster-attacks-call-centers-could-be-thwarted-voice.htm http://www.tmcnet.com/channels/DID/articles/333808-fraudster-attacks-call-centers-could-be-thwarted-voice.htm Wed, 10 Apr 2013 16:15:49 GMT It's no secret that fraudsters are getting more sophisticated. Each week seems to bring a news item about criminals who managed to fool, spoof and lie their way into consumers' personal or financial information. http://www.tmcnet.com/channels/DID/articles/333791-vanity-numbers-vs-did-dead.htm http://www.tmcnet.com/channels/DID/articles/333791-vanity-numbers-vs-did-dead.htm Wed, 10 Apr 2013 15:44:34 GMT Got a vanity number? People pay attention. Vanity numbers can be toll free such as "800" NPA or generic (not toll free.) They bring a picture to one's right brain via universally or niche-targeted understood words, and put symbols in the place of a traditional "phone number" of left-brained digits. http://www.tmcnet.com/channels/DID/articles/332519-how-did-service-could-save-business.htm http://www.tmcnet.com/channels/DID/articles/332519-how-did-service-could-save-business.htm Tue, 02 Apr 2013 11:38:02 GMT If communication is the lifeblood of every business, then accessibility must be the waterway to ensure sustainability of the village. In other words, optimal communications solutions are desired, but only if they also ensure your customers can reach you. Direct Inward Dialing, or DID, can ensure efficient connectivity. http://www.tmcnet.com/channels/DID/articles/332480-avoxi-unveils-local-did-numbers-china-india.htm http://www.tmcnet.com/channels/DID/articles/332480-avoxi-unveils-local-did-numbers-china-india.htm Tue, 02 Apr 2013 08:50:27 GMT In some exciting DID news this week, AVOXI, a cloud communications provider, has unveiled local DID numbers in China and India, which can be utilized for conference calls. AVOXI's business operations at its call centers in China and India will be therefore further improved. The numbers can be used by call center customers and wholesale customers for conference calling services and applications. http://www.tmcnet.com/channels/DID/articles/332117-top-three-benefits-direct-inward-dialing-did.htm http://www.tmcnet.com/channels/DID/articles/332117-top-three-benefits-direct-inward-dialing-did.htm Wed, 27 Mar 2013 16:31:57 GMT Simply put, direct inward dialing (DID) enables callers from the outside to directly dial system extensions. When placing a DID call, the outside caller simply dials the local exchange and the accompanying or remaining digits to reach the desired phone extension. In this case, it wouldn't be like dialing a number and then pressing, say, 123, as the extension. Rather, you would dial a full, seven-digit phone number (ex: 945-6795) that would directly connect you to extension 123. This seems like a pretty basic technology, but it's very advantageous for three reasons. http://www.tmcnet.com/channels/DID/articles/332004-twc-picks-pega-technology-cooper-consulting.htm http://www.tmcnet.com/channels/DID/articles/332004-twc-picks-pega-technology-cooper-consulting.htm Wed, 27 Mar 2013 10:07:54 GMT Texas Workforce Commission (TWC) has selected Pega Technology and Cooper Consulting Company to improve and revitalize its Unemployment Insurance Benefits System as part of a significant modernization initiative. http://www.tmcnet.com/channels/DID/articles/331414-three-best-features-inbound-did.htm http://www.tmcnet.com/channels/DID/articles/331414-three-best-features-inbound-did.htm Thu, 21 Mar 2013 14:58:47 GMT For calling card companies, VoIP carriers, inbound call centers, competitive local exchange carriers (CLEC's) and virtual carriers requiring local presence, an inbound DID service is ideal. However, if you're unsure of what this service brings to the table, then check out the following three best features of Inbound DID service to determine if it fits your business needs: http://www.tmcnet.com/channels/DID/articles/331204-bluepromocode-announces-major-voip-service-equipment-promo-offers.htm http://www.tmcnet.com/channels/DID/articles/331204-bluepromocode-announces-major-voip-service-equipment-promo-offers.htm Wed, 20 Mar 2013 11:49:37 GMT BluePromoCode, a VoIP market place, announced the latest promotions and discounts on Voice over Internet Protocol (VoIP) equipment and services from various providers through its promo code business model. http://www.tmcnet.com/channels/DID/articles/330634-compunetix-aver-announce-global-alliance-offer-complete-collaboration.htm http://www.tmcnet.com/channels/DID/articles/330634-compunetix-aver-announce-global-alliance-offer-complete-collaboration.htm Fri, 15 Mar 2013 08:59:57 GMT The Compunetix, Inc. Video Systems Division (VSD), a provider of carrier-grade VoIP and HD video collaboration solutions, and AVer, a provider of visual collaboration solutions, forged a partnership to deliver total collaboration solutions that make use of conference room endpoints along with video and voice infrastructure. http://www.tmcnet.com/channels/DID/articles/330324-evolution-the-phone-number.htm http://www.tmcnet.com/channels/DID/articles/330324-evolution-the-phone-number.htm Wed, 13 Mar 2013 11:00:37 GMT Voice over Internet Protocol (VoIP) calling is huge right now - for small- to medium-sized businesses (SMBs), VoIP and SIP phones have become particularly advantageous in helping them achieve their overall business objectives cost-efficiently, while at the same time, working to become a key player among today's ultra-competitive and varied landscape. But how did the telephone number evolve to eventually encompass VoIP? Let's take a look back?