Friday, February 23, 2007

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TelecomWeb Launches Next Generation Contact Center Report As A Free Resource For Call Center Professionals

PR Web February 23, 2007  Parsippany, NJ  TelecomWeb recently launched  “The Next Generation Contact Center Report,” a free web site with weekly news briefs, white papers, case studies, and research and analysis geared toward executives in the contact center arena.

Papers and articles on the site include:

Resolving Customer Issues on First Contact – Manufacturers Deliver the Applications

Whether it’s firing off a simple order placement or wading into a complex technical support question, resolving issues on first contact makes for happy customers and more profitable (or at least lower cost) contact centers. First contact resolution is a key metric for most contact centers, and vendors know it. A number of the new applications announced in 2006 focused on making agent-customer interactions more effective and therefore, more likely to come to resolution on the first try. Three application areas stood out as key enablers in the ongoing battle for first, fast contact resolution.

Lifelines: Options For Continuing Contact-Center Operations In A Disaster Zone

During hurricane or tornado season, many businesses that depend on in-house equipment and electricity for their phone systems often find themselves providing no way for customers to remain in touch by phone. This often leads to customers losing trust that the business is still operational. This story presents war stories, best practices and product offerings from companies actively ensuring call-center continuity in natural disasters.

Special Report: Contact Center Market Growth Exceeds Forecasts

The worldwide market for basic contact-center equipment, software and seat licenses is running at more than $2.9B per year, based on a recent report on TelecomWeb on first-half 2006 contact center shipments. 

To download these papers, please visit “The Next Generation Contact Center Report” at www.telecomweb.com/ccr.

About The Next Generation Contact Center Report

The Next Generation Contact Center Report Site is devoted to providing news, analytical articles, white papers, case studies, interviews with executives and other forms of information designed to help companies migrate effectively to an IP Contact Center environment. Readers will also be able to participate in, and download results from, the upcoming survey on Intelligent Migration to Unified Communications in the Contact Center. Visit The Next Generation Contact Center Report at www.telecomweb.com/ccr.

About TelecomWeb

TelecomWeb encompasses global market-intelligence InfoTrack reports; daily e-letter TelecomWeb news break; TelecomWeb wireless,TelecomWebbroadband and TelecomWeb policy content packages; tariff consultancy Tarifica; and the Web-based business-telephony-product database TelecomTactics. To learn more about TelecomWeb, please visit www.TelecomWeb.com.