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D38999/24WA98SA-L/C_TE CONNECTIVITY LTD_Unclassified

来源:LM317 Electronics Components编辑:Packet Digital时间:2021-06-15 14:15:01

Q. Can you tell me what is the industry standard for billing call center minutes? I am aware that one method for billing is full-time equivalents. However, I am currently looking at some information about billable minutes. These minutes include hold time in a queue. Is this typical?

Is it really worth the effort you may ask?

Recently we encountered a client who had only used contingency searches to fill their call center management positions. After having disastrous results especially at the call center director level, the HR manager and president finally agreed to try a retained search.

D38999/24WA98SA-L/C_TE CONNECTIVITY LTD_Unclassified

This occurred only after our persistent and apparently successful effort to get the client to commit to a full-court press to find the best available local candidate.

The final result was encapsulated in their letter to us: We have been searching for four and a half years for the perfect call center director. Thank you for finding this extraordinary person.”

Yes, we thought the hundreds of calls and extra effort was worth it. Obviously, so did the client.

D38999/24WA98SA-L/C_TE CONNECTIVITY LTD_Unclassified

Richard L. Bencin, president, and David Maggiore, executive vice president, are with Richard L. Bencin & Associates, a Cleveland, OH-based call center executive search firm. Bencin has also authored three industry books and hundreds of call center articles for over one hundred magazines and newspapers throughout the world.

Aspect Communications has let it be known it's getting out of the hardware business. To that end, the company is offering, for the first time, a software-only package with the release of Customer Self-Service 6.0 (CSS).

D38999/24WA98SA-L/C_TE CONNECTIVITY LTD_Unclassified

Up until this release, we always assembled our own proprietary servers,” says Jim Barnett, chief architect for the CSS division of Aspect. But other companies like IBM, Dell and Compaq can build better hardware than we can. It's really Aspect's strategy to become a software [only] company.”

You install the software on a server running UnixWare 7.1 or Solaris 2.8 operating systems. To add speech recognition, CSS integrates with Nuance's Nuance 7.0 or SpeechWorks' Speechify. Both apps run from a separate UnixWare 7.1 server containing telephony hardware, including voice cards from Aculab, Brooktrout and Intel Communications Systems (a division of Intel).

The factory currently has four production lines, each producing an average of 2.6 consoles a minute, approximately 600 boxes an hour. Humphrey Porter, president of central and eastern Europe operations for Flextronics, says that number could double, if Xbox sales take off.

There are four lines at present, but we have the space to put in more. We will respond to what the market wants,” he said.

Sárvár is Europe's first large-scale games console factory. Last week, the first European-made Xbox consoles rolled off the production line.

Flextronics is using an industrial park strategy at Sárvár, encouraging suppliers to set up operations adjacent to the main factory. At Sárvár, everything including packaging and customs clearance is done on-site. Only the handsets, made by Mitsumi, and PCBs, from another Flextronics site in Hungary, are shipped in.

The Xbox will be available in Europe on 14 March 2002 for approximately £300. According to Flextronics and Microsoft, units can be delivered from the Hungarian site to anywhere in Europe within three days.

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