Events & Insights
Disaster
Recovery and Business Continuity Planning
Incoming Calls Management Institute (ICMI) Seminars
Understanding
and Applying
Today's Call Center Technologies
presented by Lori Bocklund, Dave Bengtson or Don Van Doren
Get a comprehensive view of today's call center technologies and the ways they can shape solutions for your organization.
November 19-20, Dallas
February 4-5, Tampa
Books and Publications
Call Center Technology Demystified
Vanguard consultants Lori Bocklund and Dave Bengtson cut through the
techno-speak to serve up clear, concise explanations of call center
technologies with their new book, Call
Center Technology Demystified. Covering everything from
call routing and management reporting packages to advanced multimedia
services, customer relationship management systems, and integrated
information solutions, they evaluate a myriad of alternatives, and
highlight the strengths and weaknesses of each approach. Most
importantly, they relate technology and its implications to the
organizations, processes, and business strategies it supports.
Learn more and order your copy today.
International Benchmarking Studies Published
Vanguard Communications co-sponsors benchmarking studies in Call Center Best Practices, in partnership with ProSci Research. The 2001 results are now available in two special editions: “Management and Operations” and “Technology.” Data from the 2001 study is combined with data from the 1999 Call Center Best Practices Study to provide a comprehensive view of the changing call center environment.
Management and Operations
Learn what works – and what doesn’t – from other call center managers who are trying to reduce costs and improve service quality at the same time.
Technology
Find out how technologies are helping to increase customer satisfaction and operational efficiency - and the keys to successful technology deployment.
Articles and White Papers Written by Vanguard Consultants
ICCM Weekly columns by Lori Bocklund
Lori contributes editorials monthly on hot topics in call center
technologies.
Should Contact
Centers Jump on the VoIP Bandwagon?
Maren Symonds, October 2002
Note: Requires Adobe Acrobat Reader®. To download a free copy of Acrobat Reader® , click here.
Which VoIP Architecture Makes Sense For Your Contact Center?
Areg Gharakhanian, July 2002
Note: Requires Adobe Acrobat Reader®. To download a free copy of Acrobat Reader® , click here.
Understanding Simulation Modeling for the Contact Center
David Powis, April 2002
Note: Requires Adobe Acrobat Reader®. To download a free copy of Acrobat Reader® , click here.
How to Develop a
Customer Contact Technology Strategy
by Lori Bocklund in Call Center Management Review's October 2001
issue.
Note: Requires Adobe Acrobat Reader®. To download a free copy of Acrobat Reader® , click here.
Charting a
Safe Passage to Multimedia Customer Contact
Maren Symonds, August 2001
Note: Requires Adobe Acrobat Reader®. To download a free copy of Acrobat Reader® , click here.
From CSR to Workflow
Architect: A Career Path Success Story
by Lori Bocklund in Call Center Management Review's
July 2001 issue.
Sometimes, probably more often than you would think, a wonderful call
center "people" story lies just beneath the surface of a
technology story. This is one such story. Read
more . . .
ARRGH! Is Bad Customer Service
Driving You Crazy?
Elaine Cascio talks about voice response Do's and Don'ts in
a sidebar of the "To
Voicemail Hell and Back" article in Business
2.0's
July 10th issue.
Agent Occupancy: Should We Care?
Sue Elliott, May 2001
Note: You must have Adobe Acrobat Reader® 4.0 or higher in order to access this Vanguard
white paper. To download a free copy of Acrobat Reader® , click here.
Adding Web-based Capabilities to Traditional Call
Centers
by Don Van Doren in
Call Center Management Review, Special Call Center Technology Issue,
February 2, 2001
Note: You must have Adobe Acrobat Reader® 4.0 or higher in order to access this Vanguard
white paper. To download a free copy of Acrobat Reader® , click here.
Define
Your Path to eCommerce Support
first in a series of white papers
Lori Bocklund, June 2000
Note: You must have Adobe Acrobat Reader® 4.0 or higher in order to access this Vanguard
white paper. To download a free copy of Acrobat Reader® , click here.
Outsourcing eCommerce Customer
Contact
second in a series of white papers
Lori Bocklund, June 2000
Note: You must have Adobe Acrobat Reader® 4.0 or higher in order to access this Vanguard
white paper. To download a free copy of Acrobat Reader®, click here.
A new benchmarking study investigating technology directions and call center management practices has concluded with more than 100 call centers participating. Study results are now available for next-day delivery.
Click here for ordering information.
Technologies Enabling
Customer Relationship Management
Lori Bocklund, December 1999
The Video Enabled Call Center: Boon or
Boondoggle?
Lisa Stockberger, September 1999
The Customer Contact
Center: Changing Times, Changing Paradigms
How Will You Respond?
Lori Bocklund, September 1999
Ten Things You Can
Do To Improve Your Call Center Now
Lori Bocklund, August 1999
Note: You must have Adobe Acrobat Reader® 4.0 or higher in order to access this Vanguard
white paper. To download a free copy of Acrobat Reader® , click here.
Avoiding the Voice Response
Backlash: Update 1999
Elaine Cascio and Stephen Marshall, Summer 1999
Power to the People! The Human
Benefits of CTI
Dave Armstrong, Spring 1999
Call Centers on the Edge: Emerging Trends in
the Call Center
Don Van Doren, March 1999
Note: You must have Adobe Acrobat Reader® 4.0 or higher in order to access this Vanguard
white paper. To download a free copy of Acrobat Reader®, click here.
A Survey of Voice and Fax Processing
Capabilities
Don Van Doren, January 1999
Customer Information Systems: Taking Your Call
Center to a New Level of Sales and Service
Lori Bocklund, January 1999
CTI Tools and Trends: Making Order Out of
Chaos
James Drury, January 1999
Three Steps For
Creating Effective Call Center Measures and Reports
Gail Sprague, Fall 1998
Data Mining: Powerful Tools for Information
Extraction
Don Van Doren, September 1998
CTI--Moving Beyond Screen Pops
Don Van Doren, August 1998
Energizing the Call Center: Customer Contact and the
Transformation of the Utility Industry
Lori Bocklund, January 1998
Avoiding the IVR Backlash
Stephen Marshall, November 1997
Collaboration in the Information Age
Don Van Doren, Dusty Sykes and Maren Symonds, May 1997
Unified Messaging: the VPIM Initiative
Bernard M. Elliot, May 1997
Speech Recognition in the Call Center
Lisa Stockberger, October 1996
Building a Business Case for CTI
Lori Bocklund, September 1996
Are You CTI Ready? Ten Steps to Finding Out
Don Van Doren, June 1996
The Role of a Systems Integrator in Computer
Telephone Integration
Lori Bocklund, July 1995
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