Thomson Video's New Flextream 2.0 Goes for Big Statistical Multiplexing Boost

Seeing Value - By Bob Wallace
3D Expands the Streaming World Whether Customers Want an Added Dimension or Not The Tide has Turned in Event Analytics - Skytide Provides the IQ Bringing the Brains - Learning and Living at the Video World Conference Brightcove: Video Distribution

View the Original article

Commercial Helpline of Goa Gets a Boost from Ameyo Solution

Video of the Week Featured Case Study System wide adoption of a VoIP solution
Kunnect conducted a pilot deployment of a hosted, open standards, session initiation protocol (SIP)-based voice over Internet protocol (VoIP) solution at one of its medium-size corporate sites in California, USA ...

View the Original article

Google Looks to Boost Google+ with Meebo Acquisition

boasts 170 million total users. The problem isn't with growth, however, but rather with user activity, which is low enough to trouble the folks at Google.

In October 2011, Google

View the Original article

BilltoMobile Partners With Discover to Boost Mobile Payments Revenues

By Rajani Baburajan TMCnet Contributor

Recently BilltoMobile announced a major industry partnership with Discover, a provider of mobile carrier billing solutions, to further enhance its market-leading position in mobile payments.

BilltoMobile enables payments for digital goods and services on PC, tablet and mobile phone browsers by offering direct-to-carrier mobile payments for Web purchases in the U.S. It is the only company that directly processes mobile payments for all top four carriers in the country.

Under the terms of the agreement, Discover will offer mobile carrier billing to select Discover e-commerce merchants allowing them to generate incremental revenue through alternative payments options.

The partnership will benefit both companies as it allows them to drive market-leading innovation and value in the rapidly-evolving digital goods, mCommerce, and mobile payments space, according to company officials. 

"This agreement with Discover enables BilltoMobile to better serve our consumers, merchants and carrier partners. Our product offering will expand as will the ability to serve marquee digital merchants," said Jim Greenwell, BilltoMobile's CEO, in a statement.

BilltoMobile’s proprietary mobile payments services are available for major carriers including Verizon Wireless, AT&T, Sprint and T-Mobile. The company also serves as a Mobile Payments Gateway (News

View the Original article

Call Center Games Can Help Boost Agent Productivity

By Tracey E. Schelmetic, TMCnet Contributor

If you engage in call center management, you'll know that motivating agents is one of the hardest jobs. Call center work is difficult and can be boring and repetitive, and getting agents to work up to their best potential can be one of the hardest jobs of a call center manager. So what to do?

What if you can turn call center training and skills development into a game, wonders UK call center site CallCentreHelper.com. After all, your call center employees, if they're like most people, probably engage in computer or online gaming and probably prefer them over center work. What if you can implement the kind of enjoyment people get from playing games into your call center training program?

“The idea of making performance management into a game is simple enough,” writes CallCentreHelper. “Games are fun. Make work fun, and people will want to do it, without needing to be told. Games have been used in call centers for years, mostly as a relatively short-term motivational measure to inspire a burst of competitiveness and to boost productivity.”

Boosting call center agent productivity, of course, is one of the prime tasks of call center management.

Chris Thomas, Workforce Optimization Business Manager for call center solutions provider Aspect (News - Alert), has looked at introducing this change to customer service performance management.

“Although the actual use of games as a performance management tool might be considered a novelty, there is something to be said for the idea,” said Thomas. “Understanding how playing games affects the way that humans think and behave can be an effective technique to promote soft competition among employees, as well as motivate staff to hit targets.”

A downside of games, of course, is that people invest a lot in winning, and making a call center gaming environment thrive would risk that there are “losing” individuals and teams as well as winners. Too much of this, and people might get discouraged. A solution is to have call center workers compete not against each other, but against themselves, as with say...a game of solitaire.

“For example, top performers are rewarded and celebrated, but low performers’ performance is not exposed, instead showing personal bests, etc. There is a competitive element, but it is kept trivial and fun, instead of daunting and aggressive,” said Thomas.

Edited by Amanda Ciccatelli

Call Center Management Featured Articles »

5 Strategies
for Improving
Schedule Adherence 7 Tips for more Effective Call Center Scheduling Call Center Management Decision Guides How to select a Workforce Management solution The real costs of spreadsheet based scheduling Call Center Management Resources Call Center Scheduling, Forecasting & Adherence Call Center Supervisor Collaboration Call Recording Call Center Quality Management & Monitoring Performance Management & Agent Analytics Call Center Management Editorial Links Call Center Management Home Call Center Management Editoral Archive Call Center Management RSS Feed
Please enable JavaScript to view the comments powered by Disqus. blog comments powered by Disqus



View the Original article