Call Center

This section of our technical library presents information and documentation relating to call center technology including software and products. Since the Company's inception in 1978, DSC has specialized in the development of communications software and systems. Beginning with our CRM and call center applications, DSC has developed computer telephony integration software and PC based phone systems. These products have been developed to run on a wide variety of telecom computer systems and environments. The following are articles and information relating to call centers.

Call Center Terms and Definitions Call Centers Customer Service Call Center Technology and Products Call Center Applications

Call Center Industry Trends Call Center Best Practices Call Center Outsourcing

Call Center Terms And Definitions

• What Is A Call Center?
• Definition of a Virtual Call Center

Call Center Best Practices

• Contact Center Best Practices
• 5 Simple Steps to Improve And Align Your Service Culture
• 8 Tips for the Perfect Outbound Telemarketing Script
• Top 4 Workforce Cell Phone Etiquette Tips
• Get Rid of “Dead Air”
• Top Five Ways Technology Can Turn Friend to Foe
• Top 10 Reasons for a Balanced Customer Care Solution
• Five Prerequisites of a Profit Center
• Outstanding Leaders Drive Top Performing Centers
• 5 Key Principles of Proving Value for Service and Support Centers
• 4 Ways to Monitor the Pulse of Performance
• Bringing Intelligence to the Call Center
• Call Center Design
• Drive Call Center Sales: Using Service Reps to Cross-sell and Up-sell
• Best Practices for Solving the Self-Service Paradox

Call Center Customer Service

• Outsourcing of Customer Service and Call Centers, what's the buzz?
• Defining External Call Center Performance Metrics
• Bringing Intelligence to the Call Center
• Customers Expect Much of Call Centers
• 65% of Customer Turnover Stems From Poor Call Centers
• Customers Get Their Revenge on Call Centers

Call Center Technology And Products

• Distributed Call Centers: New Technology, New Approach
• Do You Know the 4 Most Avoidable Technology Issues in Your Center?
• Data Flow Management: From Call to to Contact Centers
• Are you Getting the Best Value from that Contact?
• Organizations Embracing Converged Voice and Data Applications

Call Center Outsourcing

• Call Center Outsourcing - Financial Implications
• Call Center Outsourcing To Latin America
• Balance benefits, risks before outsourcing your call center to offshore provider
• U.S. Holds Contact-Center Outsourcing Lead - Barely
• Riding the Outsourcing Wave
• Call Center Outsourcing Anchors BPO Successes
• Outsourced call centers: Is money the only motivator?
• Outsourcing of Customer Service and Call Centers, what's the buzz?
• Traditional IT Call Center Outsourcers Challenged by Alliances and Self-Service Strategies
• Why Offshoring Transparency Matters
• Life After Outsourcing
• To Outsource or Not? That's the Question
• On and Offshore: Call Center Economics
• Is Outsourcing Becoming Outmoded?
• A Dissenter on Outsourcing States His Case
• Making the Right Call

Call Center Industry Trends

• Top 4 Trends for 2004: Are You In Sync?
• The Vanishing American Call Center
• Is Pacific Northwest Next Big Call Center Spot?
• Contact Center Knowledge Management: New Relevance
• Datamonitor Projects Drastic Decline in U.S. Call Center Operations
• R.I.P. - The American Call Center?

Call Center Applications

• Red Cross National disaster call center opens in Denver