Tag: Call Center
Call Center 101
By Peter DeHaan, Contributing Blogger When people subscribe to Connections Magazine, they are asked if they are an in-house or an outsource call center. I am surprised at how frequently this question is fumbled. In view of all this — and at substantial risk of offending knowledgeable call center veterans — I offer the following call center basics: Inbound Call Centers answer calls. Their agents are in a reactive mode, waiting for the phone to…
Read More »Text Messaging in a Call Center World
By Aaron Osgood, Contributing Blogger This is the first of what I hope to be reasonably regular posts discussing topics of relevance to not only Call Centers and Public Safety Agencies, but all businesses. My background is fairly centered on two distinct worlds: Telecommunications and Public Safety. The lessons I have learned in those arenas have allowed me to develop a unique perspective on the technological and operational needs of small to mid-sized businesses. I’d…
Read More »When Bad Things Happen to Good Companies
An airliner skids off the runway and catches fire, but all passengers and crew safely evacuated. A software manufacturer releases a new version of a product, and then finds out about serious programming errors that cause it to malfunction. A prestigious college discovers that hackers have broken into its computer system and obtained access to the names, dates of birth and Social Security numbers of thousands of people. Bad things do happen to good organizations. Every enterprise…
Read More »Welcome!
Welcome and thanks for stopping by the new AnswerNet Network Blog! For those of you not familiar with us, AnswerNet Network is the world’s largest telemessaging firm and a full service provider of inbound, outbound and e-bound contact center services. We own and operate contact centers located across the U.S. and Canada. We’ve made contact centers, telephone answering services, telemarketing and teleservices our life’s work. And since blogs are often used to share life experiences…
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