The availability and growth of Internet and IP network access has changed the landscape of the contact center industry. Its positive impact is seen in the growing acceptance of SIP and VoIP as well as the expansion of Cloud based infrastructure. This in combination with the ease of access and falling bandwidth cost has created a significant opportunity to re-look at the way multi-site distributed call centers are setup and managed. Continue reading Distributed Multi-site ACD and Contact Center Setup
Providing good support to existing customers for your products or services will preserve customer loyalty and generate long term support revenue. This is especially true with software and information technology products and services. In the global market place, phone, email and web based support are the norm for offering customer service but they consume significant resources. With so much emphasis on sales, a lot of programs are offered to push sales, resulting in large volumes of customer inquiry. It is useful to look at how phone, email and web inquiries are organized before presenting them to a multi-channel call center software for routing.