Friday, May 18, 2007

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This Week on TelecomWeb’s “The Next Generation Contact Center Report”: News Briefs and Feature Articles

PR Web May 16, 2007 Parsippany, NJ TelecomWeb’s “The Next Generation Contact Center Report” (www.telecomweb.com/ccr) features free weekly news briefs and articles geared toward helping companies migrate effectively to an IP Contact Center environment.

This week’s briefs include:

• Contact Centers Warned To Tech Up
  Ventana Research says there are big opportunities for cost savings, improved effectiveness and enhanced customer service if contact centers take advantage of new technology...
• Contact-Center Reps Raise Charity Cash
  The Call Centers Care Team collected more than $8,500 in pledges to fight domestic abuse...
• Missouri Contact Center Evacuated Twice
  Sprint facility hit by mystery illness, bomb threat...
• SAP Bolsters Contact-Center Services With Wicom Buy
  SAP says it will be able to deliver a multichannel, all-IP, end-to-end solution, integrating communication processes into customer service...
• Avaya Wins Ethics Award
  Avaya was named one of the “World's Most Ethical Companies” by Ethisphere magazine, which focuses on the correlation between ethics and profit...

Feature articles on the “The Next-Generation Contact Center Report” include:

Survey Sez: More C-Level Support Needed For Contact Centers

Are contact centers perceived by senior enterprise management as strategic assets to their businesses and a high priority when it comes to investment in growth and capabilities upgrades? Get findings and analysis from our revealing survey of contact center professionals.

Save Your Center (and Job) from Offshore Outsourcing

Ah, the siren call of a lower wage structure. During the past few years, a number of businesses have made the decision to outsource their contact center operations overseas. Low, low labor rates can be difficult to resist. However, if your company is only looking at wages when considering outsourcing, then it risks making a dangerously short-sighted decision.

Top Ten Leverage Points for Improving Contact Center Performance

Why do some Contact Centers achieve quantum leaps in performance while others just chug along? Faced with a plethora of new offers promising improved performance, contact center managers must first prioritize and focus on the areas that will deliver the most effective improvements for them. Start with our picks for the Top Ten Leverage Points for Improving Contact Center Performance.

To read articles, news briefs and white papers free, 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. 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, TelecomWeb broadband 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.

Contacts:

Debra Wayne, managing editor, 301/354-1801, telecom@telecomweb.com