The Future of Communications - Voice Over InternetWritten by Jill Meluson
When was last time that you were able to make a long-distance call for free? If you said "never", you probably have not been introduced to VOIP or Voice Over Internet Protocol. But, is this new technology as efficient as its counterpart, analog telephone service? Since demand for world-wide communication has grown, internet has become most popular way of communicating. Although Communication via e-mail seemed to be cheapest way to do business with those overseas, it wasn't always most effective. If analog phone service was always cost effective, we probably would not have to wait for someone to open their inbox and hit reply. Still, verbal communication is best way to build strong relationships and eventually, "close deal". VOIP service is a cost effective as e-mail and as effective as its alternative, analog phone service.
| | Call Center Software: The Possibilities are EndlessWritten by GSET Publishing
The call center represents your first line of communication with customers and potential customers. Whether you choose to outsource this service or to establish an in-company call center, this is one area in which quality is paramount and cannot be compromised. Clients’ questions and concerns need to be dealt with courteously and effectively, and sales calls require careful handling - as some members of public have grown wary of unsolicited calls due to sheer bulk of such calls that they receive, it is imperative that these interactions are very embodiment of tact, timing and effective communication. This is a tall order, but increasingly, there is software available that is tailor made to fill it. Of course, key to an first-rate call center has always been, and remains, effective human communication. That having been said, though, there are also many problems that can be solved by technology. In many cases, right software can increase efficiency of your call center so that many repetitive tasks are streamlined or even eliminated. Outgoing calls can be made much more efficiently, so that callers spend most of their time in actual communication with clients and potential clients on other end of line. The real value of any call center lies in personalities and communication skills of personnel; technology helps us display and utilize these assets. For example, software programs that allow us to use predictive or automated dialing free caller from this repetitive and time consuming task. Call center software can set up voice messaging for direct marketing, leaving automated messages on voice mail and answering machines that are reached by this method. When a live voice answers, call is transferred automatically to an agent. Think of time this can save - call center employees are called into action only when they are needed. Studies show that there is little difference in customer response to an automated answering machine message as opposed to a live one, as long as automated message is clear, concise and informative. Of course, in live communication, human quality of call makes all difference. Call center software organizes things so that human ability is not wasted, but used to full capacity, without putting undue stress on employee.
|
