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Vicidial predictive dialer video tutorial showing how to do an external transfer. www.hostcomm.co.uk
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Dallas, TX — February 22, 2007

Aastra introduces CC:LifeLine™, a business continuity and disaster planning solution for contact centers of all sizes. CC:LifeLine is a hosted call center service providing a cost-effective customer service solution to ensure call center agents are available even if the physical customer call center location is not. CC:LifeLine clients continue to use their existing call center systems for day-to-day operations while implementing a business continuity plan should those systems ever become unavailable or unreachable. CC:LifeLine is instantly available to respond to business disruptions from a few minutes to many months.

“Over the last few years companies have become more cognizant of the need for better disaster preparedness,” said Dana Call, Executive Vice President and General Manager of Aastra USA, Inc. “We are seeing a shift from disaster recovery to business continuity planning, and CC:LifeLine provides that protection for call centers.” This solution is especially critical for companies whose business viability is intrinsically linked to their inbound call centers, whether an inbound order desk, customer service call center or technology help desk. Companies of all sizes can implement the solution in mere hours, and be ready to take calls just minutes after their existing contact center experiences an outage. The service is offered on a subscription basis, with a low sustaining investment and no capital expenditure. For more information on CC:LifeLine visit www.aastraondemand.com/LifeLine.

About Aastra OnDemand™

Aastra OnDemand™ is the new hosted service of Aastra USA, Inc., a leader in IP communications products including IP-PBX systems, standards-based telephones, unified communications and contact center applications. Aastra OnDemand is dedicated to serving the needs of customers taking advantage of the dramatic shift toward the software as a service delivery model. With over 25 years of experience delivering PBX and contact center systems to some of the largest and most demanding companies in the world, Aastra OnDemand is now bringing that expertise to companies of all sizes.

For more information visit http://www.aastraondemand.com

Contact:

Robyn Thompson

Phone: +1.469.365.3249

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— March 10, 2005

New York, NY — March 10, 2005 Â? Digisoft Computers Inc. today announced its first international client site, Evresis, utilizing their innovative web-based call center software application, eTelescript. eTelescript maintains central call center management control while providing the capability to maximize the potential of home agents or virtual call centers. The solution features a browser-based, interactive agent interface and campaign management application. Evresis Loyalty Management is a Cyprus based call center that focuses on utilities, government services, retailing, banking and card issuing.

Evresis deploys eTelescript as a call center solution to relay private reports of power outages to remote agents stationed in the Electricity Authority of Cyprus. Upon an electric failure, remote agents record the information using eTelescript and then transfer information to proprietary web applications and reporting tools for follow-up.

eTelescript provides an ideal call center management solution for businesses with multi-site call centers, remote agents/management or global corporations. Unlimited scalability, minimal hardware requirements and an open system design provide advantages in these operating environments. Evresis utilizes remote agents and takes advantage of the VOIP capability.

Â?With eTelescript, Evresis has achieved the goals we initially established and have been very impressed with the response from Digisoft personnel Â? both engineers and techniciansÂ?, remarked Aristotelis Joannou, IT Manager at Evresis. Â?Furthermore, because of its open design, we have been able to seamlessly integrate eTelescript into other applications necessary to the campaign – from the most simplified call center operations to the most complexÂ?, continued Joannou.

Housed on a Web server in the Evresis call center, eTelescript provides users unrestricted secure access to view and manipulate their data. Remote Evresis agents receive inbound calls via their PBX using IP phones over a VOIP connection. Additionally, the remote administration module provides integrated telephony features that synchronize with the agent module to provide telephony and screen pops to remote agents.

About Digisoft Computers, Inc.

Digisoft Computers, Inc. manufactures a leading PC-based call center, predictive dialer and CRM software solution. DigisoftÂ?s product suite of call center software management solutions currently supports call centers in twenty-three countries on four continents. With 17 industry-bestowed awards, DigisoftÂ?s products are widely known as a flexible, robust system designed to immediately increase call center productivity. For additional information, please contact Andrew Davidson at 212-687-1810 x 105 or visit www.digisoft.com.

About Evresis:

Evresis is a leading provider of CRM and loyalty marketing solutions. They provide a full range of services through consulting and multiple communication channels to help clients identify, acquire, retain, service, measure and maximize the lifetime value of their customer relationships. Visit them at http://www.evresis.com.cy.

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Representatives For Rent: Understanding Virtual Call Center Jobs

In an effort to save money on overhead costs, but still maintain quality customer service, many companies are hiring virtual customer service agents. These agents may work directly for the company or they may work for companies that specialize in providing other companies with trained customer service representatives. If you’re interested in working from home, companies like Alpine Access, LiveOps, and Convergys are just some of the growing number of customer service companies that are hiring.

Alpine Access

Alpine Access helps organizations that are in need of customer service representatives. If you have a college degree and customer service experience, you may want to apply for a virtual position with this company. Because they receive up to 1,000 applications each week, make sure you send a professional resume that highlights your customer service experience. On average, the company hires 2% of those who apply for work-from-home positions.

If you don’t have customer service experience, but have worked in business administration or data entry, you should still apply. In addition to completing a competency test, you will also have to complete a voice audition and a phone interview. Starting salary is .00 with plenty of room for advancement. Typical shifts are Monday through Friday from 6am-6pm with weekend shifts available as well. Most employees work between 20-30 hours a week.

Paid training is available. Depending on your level of customer service experience and the types of equipment you will have to use in order to complete job tasks, training can last a few days or a few weeks.

LiveOps

For those who have experience in telemarketing or customer service, LiveOps is a great company to work for. LiveOps caters to companies who sell goods and services over the phone or online and who need agents to take orders, call customers, and answer questions and complaints. In order to qualify for a position, you must pass a criminal background check and a series of tests designed to determine your customer service abilities.

One of the best perks about this company is that you can set your own hours. While you have to commit to a set number of half hour shifts, you can choose to complete them at your leisure. Typical salary range is -.00 per hour. Agents may receive incentives such as bonuses from contracted companies for convincing customers to buy more or upgrade while placing an order.

If you enjoy setting your own hours, competing for bonuses, and working for a company that has about 16,000 work-from-home agents, LiveOps may be for you.

Convergys

Convergys is another company that hires work-from-home customer service agents to handle a variety of tasks that include billing, customer service, employee care, and management consulting. If hired, you will have to work a dedicated schedule that includes paid training that can take up to 80 hours. Training is completed online or via email or phone.

This company pays about .25 and agents are paid about .20 per minute. All the three companies mentioned, this one pays the lowest.

As you can see, virtual call center jobs are becoming more popular as companies try to find ways to save money in overhead costs. Instead of paying rent for office space, heating and cooling costs, and equipment costs, they are turning to virtual employees to maintain quality customer service from the comfort of home.

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Contact Centre Solutions by Avaya and Digital Signage by Symon Dacon

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THE ROLE OF STUDY CENTERS IN THE DISTANCE EDUCATION SYSTEM

THE ROLE OF STUDY CENTERS IN THE DISTANCE EDUCATION SYSTEM.

(1)   INTRUDUCTION -:

It is a waste of time to compare Distance Education System (DES) with the Convention Education System (CES). It is proved fact that DES is cost effective than that of CES. It can cater to millions of learners irrespective of places of residence. It allows them to learn at their own place and pace. The lessons are written in the self-instructional mode. Audio-Video medias are used to establish the rapport between the learner and the teacher. Yet the feeling of isolation remains intense. Therefore human support is given establishing Study Centers at the root level of the distance education system. Every Open University in India has established its three-tire infrastructure as (1) Headquarter (2) Regional Centers, and (3) Study Centers. Study Center Management is one of the sections at the Headquarter to control, guide and monitor the Study Centers of the University.

(2)    FUNCTIONAL FLOW CHART -:

Functional flow chart attached herewith as appendix -1 will throw the light on this point.

(3)   ROLE OF THE STUDY CENTERS -:

These Study centers play following vital roles in meeting the academic needs of the learner and administration needs of the University.

(1)      It is an agent between University and Learners.

(2)      It manages local resources for some Lectures.

(3)      It communicates University plans and procedures to society.

(4)      It motivates the learners for better and effective learning especially in contact  cum counselling sessions.

(5)      It also provides Reference Library to the learners.

(6)      It provides, if needed, Laboratory practices to the learner.

(7)      Audio – Visual facilities are specially provided as an aid to the counselling as well as for self-learning.

(8)      It arranges seminars and workshops.

(9)      It registers the students and delivers the study materials.

(10)  It arranges the assessment of Home Test, Class Test and conducts the end examination.

(4)   STAFFING RELATED FUNCTION -:

Staffing related functions at the Study Centers is attached herewith as appendix -2.

The functions given here are the expected functions to be carried out by the Study Centers and the Staff working there. No Open Universities, in India, provided permanent staff at the root level i.e. at Study Centres. This system is based on dependent model. The staff working there is only nominally trained. There is no control over the staff working at study centers. Therefore, the purpose of establishing Study Centers in distance education set up doesn’t fulfil completely.

(5)   RESEARCHES -:

Many researches in this field also brought our notice towards these types of problems.

(1)   G. Laxma Reddy and Banothlal (1996) ‘Assessment of delivery system of an Open University profession courses’, in ‘Dynamics of Distance Education’, brought forth the findings pertaining to the contact cum Counselling sessions are given below.

i)                   60% of the students were not satisfied with the quality of the classes.

ii)                75% of the students complained about frequent disturbances in the schedule of the classes and the rest gave the personal problems as reasons for not attending the classes.

iii)              80% of the students indicated that the number of classes are not sufficient to complete the course and suggested that they may be increased.

(2)   Reddy V.R. (1994) ‘Learner attitudes and suggestions in distance education’, in Distance Education : An interface, Hydrabad : BRAOU brought forth the findings as below.

82 out of 92 stated that contact classes were very much useful to them. Majority of learners felt that all was not well with the contact classes. They suggested that the number of contact classes should be increased. The duration of the contact classes should be reduced from 2 hours to 1 hour.

(3)   Rather H.C.S. (1991) A Critical Evaluation of the System Adopted for Management of Teaching and Learning in the Existing Correspondence Institutes on India. Project Report Submitted to National Institute of Educational Planning and Administration, New Delhi brought forth the findings as below.

Not more than 50 percent students were not satisfied with the functioning and facilities extended at the study centers.

The distance learners with permission of College Principals can use the existing Library Services in the University/College. But most of the time the contact programs are held on Sundays when it is holiday to the College library.

These researches draw our attention towards the functioning of the study centers especially towards the contact classes that is considered the main function of the study center. It is true that many students complain against the functioning of the study centers, the behaviour of the staff working there, their availability and sincerity, and so on.

Therefore, it is necessary to conduct the research on this issue.

(6)   CAUSES THAT AFFECT THE STUDY CENTERS.

Let us think at the root of these complaints where we find the probable causes that effect the functioning of Study Centers.

i)      The Head of the Institution/ College feel that they will be given regular grant like the conventional Colleges for carrying out this activity. And when they come to know that there is no grant for this purpose they don’t provide their attention towards running these Study Centers as per the norms laid down for the purpose.

ii)    Not enough training is given to the teachers to be a counsellor. They use lecture methods in the classes instead of counselling.

iii) Teachers do this activity as an addition to their daily work and demand an attractive remuneration as they work on holidays.

iv)   The Heads of the Institution/College feel that Study Centers at colleges will lower the strength of their regular students.

v)     The Head of the Institutions/Colleges need one innovative activity carried out through their colleges. Therefore they open the Study Centers at their Colleges, and compel the staff to work there. The staff, perhaps, be working unwillingly.

vi)   There would be a clash between the regular work of the staff and the work of the Study Centers. In that case Management offers no co-operation to the staff working at the Study Centers.

vii)The queries of non-academic nature are more than that of academic nature. The Study Centers have not received proper information to fulfil them.

There may be a lot of other causes where the research is required to find out them accurately. Up till now distance educationalists have given much stress on developing the system of distance education. It requires today raise the quality in every part of the system.

(7)   REMEDIES -:

Once the causes are identified properly, one should try to find out the remedies. Following are some of the remedies suggested to solve these types of problems.

(i)              Clear-cut understanding should be given to the Heads of the Institution that the University should not give them any grant.

(ii)            Various types of training are necessary to be given to the different level of staff working at the study center. It should be provided to them regularly after one-year interval.

(iii)         Program wise costing should be made and without raising the fees of the students remuneration to the counsellors should be fixed. It is better to convey the Counselors that it is an extra activity, which will enrich the bio-data and fulfil the social obligations. Everything is not counted in money. One gets the mental satisfaction working in distance education set up. It may not be acquired with the attractive salary in the convention system of education.

(iv)           The learners at the study centers are differ from that of Convention education. It will not affect the strength of the regular students. Therefore, this misunderstanding should be cleared.

(v)             While allotting a study center, meeting should be held with the staff at the colleges and their opinion should be sought. When the staff is taken into confidence, they will work willingly.

(vi)           It is but natural that the Regular/college work of the staff should not suffer. Activity chart should take care of this.

(vii)        The University must provide necessary information to the study centers in time pertaining to the registration, delivery of books, examinations and so on.

(viii)      If possible, one part time assistant, skilled in operating the computer, may be appointed on every Study Center He will work there for two hours in the morning and two hours in the evening; and for whole day on Sundays and on holidays.

(ix)          Every study center should be so equipped that it needs to work as a ‘Resources Center’. Now a days every center needs a computer with necessary software and the internet. It will work as information receiver, information storage and information display/ distribution. Even if the learner may not have time to visualize the telecast of his interest or attend a counselling session of some course due to engagements elsewhere, the center has to manage the recording of that telecast and to make available it to the learner at his study center, at a time of his own choice and convenience.

(x)             Various cultural programs should be organized at the Study Cetners like gathering, sports, welcoming ceremonies to the newer and farewell ceremony to the out goers etc.

(8)   CONCLUSION –

Study Centers are the backbone of the distance education set-up. Unless and until they are functioning independently, it remains challenge to the staff to make the centers work properly.

REFERENCE –

(1) Pawar K. B., Panda Santosh, and Bhalla Veena (2000) Performance Indicators in Distance Higher Education Aravali Books International (P) Ltd, New Delhi 110020.

(2) Panda S. K., Satyanarayan P, and Sharma R.C. (1996) Open and Distance Education Research, Analysis and Annotation Indian Distance Education Association, ISBN 81 – 900611-0-0.

(3) Shanmugum M and Murli Manohar K (Nov.1996) Dynamics of Distance Education, Idea, ISBN 81-900611-5-1.

(4) Gandhe S.K., Datt Ruddar and Mitra Sushmita (1996) Open Learning Systems in India, Indira Gandhi National Open University, New Delhi.

(5) Koul B.N., Singh Bakhshish and Ansari N.M. (1988) -: Studies in Distance Education, Association of Indian Universities, New Delhi.

APPENDIX – 1.

STAFFING RELATED FUNCTIONS OF A STUDY CENTRE.

(Selection and duties of Study Centre Personnel)

Study centres of the Open University will be established in colleges or institutions with the approval of the respective managements. The authority and responsibility for managing and running the study center shall vest with the Principal of the college or the head of the institution. The functionaries of the study center are as given under -:

1. Head of the study center.

2. Coordinator of the study center.

3. Teacher -counselors, and

4. Administrative staff.

1} Head of the Study Center -:

Principal of the College or the Head of the Institution where study center has been established shall be the Head of study center. The main functions of the Head of the study center are as given under.

i)     To establish the Advisory Committee of the study center and to convene the meeting of the Advisory Committee, at least once in every six months.

ii)   To advise and direct the study center Co-ordinator for the smooth functioning of the study center.

iii) To see whether the functioning of the study center is as per directions and regulations of the University.

iv) To keep a liaison with local educational institutions and to consult local educationists for smooth functioning of the academic programmes of the study center.

v)   To appoint the academic and non-academic staff and to make the necessary changes, as and when required, and to get appointments or changes there in approved by the University authorities.

vi) To supervise the administrative functioning of the study center.

vii)              To supervise the finances and to maintain the financial discipline of the study center.

viii)            To under take any work relating to the study center and assigned by the University.

2) Co-ordinator of the Study Center.

The head of the study center shall appoint coordinator of the study center. He is the key person of the study center looking after the day-to-day activities of the study center. He has to consult the Head of the study center for major decisions.

In fact, he has to play five different roles at the study center. They are of a Manager, Supervisor, Organizer, Coordinator and if possible, of a teacher counselor. The main functions of the coordinator are given as under.

i)       To conduct the administration of the study center in consultation with the Head of the study center.

ii)     To appoint the teacher-counselors for engaging contact sessions in consultation with the Head of the study center.

iii)   To plan the timetable of the contact-sessions and to see whether the contact-sessions are being engaged by the teacher-counselors as per timetable.

iv)  To maintain and get repaired the equipments of the study center from time to time so that they are in order.

v)    To protect the property of the study center, if any.

vi)  To supervise the disbursement of the study -tests to the students and to maintain their record.

vii)To make the audio-video tapers available to teacher-counselors and students.

viii)           To maintain the attendance record of the students.

ix)  To assist the University for planning the conduct of class-tests and end examinations.

x)    To maintain the records of class-tests, home-tests and the end examinations.

xi)  To keep a constant contact with the University and to obtain information about plans of the University.

xii)To attend the workshops, seminars or meetings organized by the University.

xiii)           To inform the teacher-counselors and the students about the plans and developments of the University.

3) Teacher-counselors at the Study Center -:

Coordinator of the study center shall appoint the teacher-counselors for different courses in consultation with the Head of the study center.

University shall obtain the bio-data of the prospective teacher-counselors from the study center. For each course the study center will suggest two-three names of teachers who would work as teacher counselors. Head of the study center and the co-ordinator shall submit these forms to the members of the selection committee to be appointed by the Vic-Chancellor. This committee will scrutinize the bio-data of prospective counselors for each course and shall accord approval to a counselor or counselors for a given course. University will issue an appointment order to such approved counselors in due course of time.

The University will decide qualifications of the teacher-counselors after considering the norms lay down by U.G.C. and such other apex bodies.

Functions of the teacher-counselors.

Main functions of the teacher-counselors are given as under:

i)                  To organize contact-sessions by adopting methods like discussion, question-answers, use of audio or videotapes, etc.

ii)                To assist the coordinator for the conduct of class-tests.

iii)             To correct the answer-books of class-tests and home-tests.

iv)               To fill in the evaluation sheets for the performance of class tests and home tests and to handover them to the coordinator of the study center in a given time.

v)                 To inform the students about open education, distance education and latest developments in it.

vi)               To solve the academic problems of the students and to advise them to refer useful books and references.

vii)            To help the students for developing study skills.

viii)          To submit the plan of contact sessions to the coordinator and to execute it.

ix)              To study the study-texts and the audio-video tapes concerning them and plan for a given contact session.

x)                 To maintain the record of attendance of students in contact sessions and Handover it to the coordinator.

xi)              To record the reactions of students about the learning material and the academic programmes of the University.

xii)            To assist the study center coordinator as and when required.

5) Administrative Staff -:

Administrative staff in a given study center consists of part time clerks, part time peons and a sweeper. The functions of the clerks working in the study center are given as under -:

i)                  To maintain the office and the filing system of the study center.

ii)                To bring the contents of the mail to the notice of the co-ordinator.

iii)             To maintain the records of demand drafts, postal orders and cheques and deposit them in the bank.

iv)               To notify the circulars received from the University.

v)                 To assist the Coordinator in maintaining different, records of the study center.

To assist the Coordinator for the smooth conduct of the class tests and end examinations.

Functions of the peon -:

Functions of the peon are given as under -:

i)                  To collect the mail from the postman.

ii)                To assist the clerk in storing and disbursing the study-texts.

iii)             To make the audio-video tapes available to the students.

iv)               To assist the clerk in maintaining the office.

v)                 To work on errand as directed by the Coordinator or the Clerk.

vi)               To assist the Coordinator for the smooth conduct of class tests and end examinations.

vii)            To perform any official work assigned by the Coordinator or the clerk.

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New York, NY — June 24, 2004

Outsourcing is a hotly debated issue in the news these days mainly because of the belief that outsourcing is the root cause of American job loss and downsizing, as well as undermining the competitive edge of many US small businesses. This issue is being directly addressed by Gayle Santana, President and Founder of PVS Network. Ms. Santana aims to keep some of the outsourced jobs and business stateside with the introduction of her new service, The Virtual Call Center. “The PVS goal is not to eliminate jobs, but to provide services that align with the current staff of American companies, allowing them to focus on other more strategic bottomline areas.”

“PVS also creates a staff for emerging businesses when they can’t afford to hire one on a full time basis. PVS Network never outsources outside the US.” according to Santana. PVS Network, already known for its innovative concept of providing businesses with administrative support services and project management virtually (remotely), is adding this service to a line of affordable products that can provide a business owner with the necessary tools to turn a small business into a bigger one more rapidly. Santana states, “Traditionally when you think of using a call center, you think of inside sales or customer service. While we do provide lead qualification (qualifying your leads according to your specs and getting you a meeting so you can close the deal), the possibilities for using this service are endless.”

When asked how her service allows developing businesses to grow more rapidly Ms. Santana states “many businesses have customers that they don’t reach out to regularly. PVS can call, update contact information and remind everyone that they are there. This usually results in on the spot business. Most businesses today have a website, but following up on inquiries and requests is important, but most often neglected. This is another way the virtual call center can help. Sometimes just letting your customers and potential customers know they are valued by receiving a response or a call from you can make all the difference. And letting them know about new services and products as well as reminding them about old ones can’t hurt.”

While the hourly rate PVS charges is fixed, the number of hours you want to dedicate to your campaign is up to you. “Even a small campaign can yield tremendous results,” says Santana. Her pricing structure makes her services affordable for growing businesses.

PVS Network is already known as an innovative company that provides virtual support for small businesses (see http://www.prweb.com/releases/2004/2/prweb102809.htm , www.theebonycactus.com May 21st 2004 edition).

For further information on the services of PVS, please contact Gayle Santana, gayle@pvsnetwork.com , or call (718) 977-0092 and please do visit the website, http://www.pvsnetwork.com .

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Sunnyvale, CA — September 29, 2010

Transera, the leading provider of on-demand virtual call center solutions for high volume sales and service call centers, was named by leading analyst firm, Gartner Inc., as a “cool vendor” in the report titled “Cool Vendors in CRM Customer Service, 2010”, authored by Johan Jacobs, Jim Davies and Drew Kraus and published April 2010.

Gartner notes that “enterprises which operate multiple contact centers, including in-house, outsourced or a combination of both, often lack the performance visibility to optimize contact routing according to key performance indicators (KPIs)” and recommends that businesses evaluate centralized call routing solutions “that allow management to measure enterprise business goals in real time”.

“We are thrilled that Gartner has named Transera a Cool Vendor,” commented Prem Uppaluru, President and CEO of Transera. “Our customers deploying Scorecard Routing are experiencing increases in revenue and average order size by as much as 15% with the use of real-time performance statistics to identify which agents are the best match for their most valued customers.”

Drew Kraus, one of the authors, finds in the report that “Our four Cool Vendors in customer service strategies are focused on various aspects of driving down IT costs, while improving the user experience – a big win for the business and the customer”.

With Transera, enterprises can grow revenues, cut costs and gain control and visibility of operations, without disrupting how business is handled today. Integrating with any contact center infrastructure, Transera enables enterprises to extend their current investments while moving to a cloud based service. Transera’s solution is targeted at enterprises that utilize multiple contact centers located globally with agents in house, outsourced, or at home. Scorecard Routing monitors performance using enterprise-defined parameters that can include service levels, business metrics or a combination of the two, and allows the enterprise to direct more contacts, or selected contacts based on customer profiles, to top-performing call center resources. This not only provides significant revenue enhancements, but also offers considerable cost reductions for the enterprise.”

About Gartner’s Cool Vendors Selection Process

Gartner’s listing does not constitute an exhaustive list of vendors in any given technology area, but rather is designed to highlight interesting, new and innovative vendors, products and services. Gartner disclaims all warranties, expressed and implied, with respect to this research, including any warranties of merchantability or fitness of a particular purpose.

Gartner defined a cool vendor as a company that offers technologies or solutions that are: innovative, enable users to do things they couldn’t do before; impactful, have, or will have, business impact (not just technology for the sake of technology); intriguing, have caught Gartner’s interest or curiosity in approximately the past six months.

About Transera

Transera’s on-demand virtual call center software intelligently connects global callers and agents, rapidly delivering both top and bottom line results. Our cloud-based solution helps high-volume sales and service call centers manage constantly shifting demands for agent resources, control multiple outsourcers and locations more effectively, and eliminate exorbitant capital expenditure outlays. Addressing these, and other call center management issues, translates into tangible business results. Some of our customers who are taking advantage of significant revenue gains and cost reductions are: Wirefly; AON; Office Depot; TIVO; Guthy-Renker – and many more.

Blog: The Business of Call Centers | Twitter: @transerainc | Facebook: Transera

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Manage Customer Interactions More Efficiently

As a business owner, you want to be able to capture the attention of your customers and keep them hooked on your company. However, if you want to influence people and get them to listen to what you have to say, you have to be a good listener yourself. The more you understand their needs, the better you will be able to meet their needs.

Communication is King

Communication is at the heart of providing excellent customer service. For example, you want to advertise your products or services and customers want to order them or ask questions about their accounts. These interactions keep businesses running but they do require clear and easy communication. Consequently, the more ways your employees can interact with your customers, the better equipped you will be to meet their needs.

Juggling Many Different Balls

In today’s world there are many different channels that facilitate communication. A few of these include telephones, voice mail, email, fax machines and websites. The more channels of communication that you provide for you customers, the easier it will be for them to reach you, but so many channels can be challenging to coordinate. Consequently, you will also need to use a good system for managing all these different customer/employee interactions. After all, if your employees have no access to a comprehensive history or each customer’s interactions, they may find it impossible to answer customer inquiries.

Contact Center Software: An Easy Solution

This is why so many companies with large numbers of clients have invested in contact center software. Good contact center software does more than simply facilitate many different channels of communication. For example, they should function in real time so that your customers don’t have to spend hours waiting on the line to talk to a real person. They must also be equipped with the capacity to collect, record, and display customer history for the employees who need that information to answer customer questions. Such a record will also help managers gage the most common client needs and highlight areas where your service can improve. And, as you do improve your contact center solutions you will earn more loyal customers to support your business.

Internal improvements

A good contact center solution should highlight internal weaknesses as well. With this tool you can increase employee effectiveness, decrease down-time and operation costs, keep people focused and increase your revenue. When performance is measured, performance improves so start charting your company today.

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— November 14, 2003

Valparaiso, Indiana

It’s a fact that people check their emails more than any other activity when sitting at their computers. One creative entrepreneur, Johnny Mathis, developed a technology that takes advantage of consumers’ email habits and results in satisfying a missing link in advertising. Now for the first time, advertisers will be able to send emails and place popups, popunders, and banners with their commercial spots right inside them. The system also allows for secure checkout for sales and is viewable by over 98% of the world wide web users.

Since Mathis successfully launched his new company, Livemercial, its streaming email video is taking the advertising world by storm.

This innovative technology allows any company the ability to broadcast a TV commercial right inside an email or other online advertising space. No special downloads are required, and there is no wasted time with loading or buffering, as the system provides for streaming video that is on in an instant for the end user.

CEO and Founder, Johnny Mathis, points out that they are providing a whole new channel in advertising. Â?Livemercial has been the first to bring what works on television to the internet in such a stream-lined and cost-effective way,Â? says Mathis.

But, what about spam? Mathis answers that Â?We dislike spam as much as anyone and implement strict guidelines to assure that we only email those folks that truly opted-in to receive offers. We also see to it that your email creative is compliant with all State and Federal Laws. Livemercial only uses lists where the data collected is from recipients who have opted in and are interested in receiving information.Â?

This fantastic technology is now sent out to one half a billion customers a month! The successes have been extraordinary. The company plans to stay on top as evidenced by sales that will exceed ,000,000 in their first full year of operations. Additionally, Livemercial will be introducing a newly developed product in ’04 to ensure that it will stay there.

Go to http://www.livemercial.com and click on one of the exciting examples.

Livemercial also creates Virtual Call CentersÂ?. We provide a turnkey, hassle-free web solution for all your products by creating mini-ecommerce sites for each product. These mini-ecommerce sites, termed Virtual Call Centers (VCC’s), stream your TV commercial inside a Verisign secured check-out. Best of all, with the VCC, there are no distractions to take the focus away from the impulse purchase, which is why our approach works so well. This patented technology and proprietary approach provides higher conversion rates (click to sale) and greater up-sell rates (more people taking deluxe versions and up-sells), and delivers increased levels of revenue per order.

The VCC’s have all the protection and back-up of major web entities. In fact they are all located on a tier-one major backbone. We capture all sales data and all order data is simply passed onto to fulfillment center for processing, just as it is done with a traditional call center.

All of this makes putting your products on the web easy. Even if you have your products placed somewhere else online, our solution can help you make more money from online sales. And, with Livemercial, you’ll always have our expert team of Internet and marketing professionals at your finger tips to guide you every step of the way.

Go to http://www.asseenontvnetwork.com/index1.html to view our VCC’s. Just pick a product and see how amazing our VCC’s are.

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