The new operating model for project teams: Balancing flexibility and standardization
June 25, 2025 | Live Webinar
Hearing Voices
Mike Donoghue is a member of a multinational information technology corporation where he collaborates on the communications guidelines and customer relationship strategies affecting the interactions with internal and external clients. He has analyzed, defined, designed and overseen processes for various engagements including product usability and customer satisfaction, best practice enterprise standardization, relationship/branding structures, and distribution effectiveness and direction. He has also established corporate library solutions to provide frameworks for sales, marketing, training, and support divisions.
Companies that employ the use of call centers consider them mission-critical to their organization. When there are periods of extended outage, there is a direct and measurable impact on corporate revenue as well as customer and partnered relationships.
As has been noted in recent natural catastrophes, one doesn't have to look far to see the impact where many essential services were lacking the infrastructure to support such massive devastation and need--communications being a vital component.
Those companies that are unable to communicate lose money and clients. They are unfortunately criticized when massive, unforeseen occurrences literally eradicate the network that many have taken for granted in their day-to-day operations. Planning for contingencies is essential in every company that speaks directly with their customers, and with new technological advances there are a considerable number of options to choose from.
The Rescue Net
In the forefront of these changes is the VoIP component. Short for voice over IP, this slumbering giant has been gaining momentum in the development of a new era of call centers and puts fresh energy into support-driven companies.
Not too long ago, call center routing was predominantly performed with older hardware and required complex integration with newer applications. Now that VoIP technology offers customer support …
Please log in or sign up below to read the rest of the article.
ADVERTISEMENTS
|
While hunting in Africa, I shot an elephant in my pajamas. How an elephant got into my pajamas I'll never know. - Groucho Marx |