Call Center Technology

This section of our technical library presents information and documentation relating to Call Center technology and Best Practices plus 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 is a demonstration and description of our call center and communications products.

Call Center Terms and Definitions

• What Is A Call Center?
• Definition of a Virtual Call Center
• Call Center Glossary Of Terms

Call Center Best Practices

• Contact Center Best Performers and Best Practices
• 7 Tips for Winning Customer Appreciation & Loyalty
• To Survey Or Not To Survey
• 3 Steps To: Contact Center Bliss

Call Center Human Resources

• A Primer On Call Center Staffing Methods
• Why Telecommuting Makes Sense for Call Centers
• Call center refines work-at-home model for employees
• Survey Suggests That Allowing Agents To Work From Home Is A Successful Strategy For Call Centers
• An Analytical Approach to Workforce Management
• Agent-level Customer Feedback and the Impact on First Contact Resolution
• Monitoring Your Agents, But Not Your Self-Service Applications? Think Again

Call Center Technology And Products

• How the Right Headset Affects Call Center Productivity and the Bottom Line
• A Call Center in your Enterprise
• Call Center Spending: More on People Than Technology
• Building a Business Case for Contact Center IT Investment
• Contact Centers Investing More in Self-Service
• A New Approach to Contact Center Optimization

Call Center Outsourcing

• Successful Offshore Call Center Outsourcing
• Balance benefits, risks before outsourcing your call center to offshore provider
• Benefits of Inbound Call Center Outsourcing
• The Future of Offshore Outsourcing
• Outsourcing Customer Technical Support - Successfully
• Hosting Hits Call Centers

Call Center Industry Trends

• Not Your Father's Call Center
• Reengineering Call Centers for the Year 2000 - Principles and Processes
• Call Center Statistics
• Call Center Spending: More on People Than Technology
• Online B2B Payments
• A New Approach to Contact Center Optimization
• Marketing’s Secret Weapon…

Call Center Customer Applications

• Best Practices--FedEx: An Overnight Success Story
• Scottsdale call center aids lots of GIs in Iraq
• Call Centers Handle McDonald's Orders

Call Center Customer Service

• Top Ten Strategies for Delivering 5-Star Customer Service
• 7 Tips for Winning Customer Appreciation & Loyalty
• It's All About The Customers, Baby
• Customer Service: Tips for Curing Bad Customer Service
• Customer Loyalty: What's Love Got To Do With It?
• Agent-level Customer Feedback and the Impact on First Contact Resolution
• Optimizing Customer Experiences: Bridging Front-Office Contact Centers and Back-Office Departments
• Creating an All-Star Contact Center Team: Your Customers are the Coach
• Is Your Customer Part of Your Benchmark Process?
• Three ways good service pays
• Do your Customers Help Drive Service?
• Listening to Customers is Important; Acting on the Information is Critical to Business Success
• Beyond the Phone: Benefits of the Integrated Contact Center
• The Multi-Channel Service Revolution - From Call Centre To Profit Center
• Multichannel Customer Service Done Right
• Creative Customer Service Strategies
• Customer Service: Stop Sabotaging Your Customer Relationships
• The Ten Commandments of Customer Service
• How to Deliver Exceptional Customer Service
• Over Deliver - The Key to Customer Satisfaction
• Customer Service – the Real Estate Revolution
• Making Customer Satisfaction Surveys Work
• Customer Service - A lost Art?

Call Center And Internet

• How Do You Spell Relief? W-E-B S-E-L-F S-E-R-V-I-C-E
• Now is the Time for Converged IP Contact Centers: Take the IP Contact Center Quiz

Call Center Monitoring

• Monitoring Your Agents, But Not Your Self-Service Applications? Think Again