Research Index: Information on call centers

Jul 7, 2000
Beth Blakely

Call centers can be great assets to your customers and give you an edge over your competition. They can also be costly ventures that send your productivity down the drain. Whether you're thinking of creating a new call center or struggling to drag your existing center into the new millennium, TechRepublic has some help for you.

If you're looking for general information about call centers, these articles should help. Hector D. Trestini advises you about the increased expectations of the up-to-date call center in "Defining the call center of the future." His examination of redesigning existing business processes, workflows, and operations; the integration of hardware and software components; and training employees may prove helpful in bringing your call center up-to-date.

If you're wondering whether to let someone else handle your headaches, Andy Weeks discusses the pros and cons in "Should you outsource your help desk?"

Research Index offers in-depth information
But what systems are available for call management? How can you be sure your call center will enhance the growth of your organization? Will managing your call center employees be a drain on your resources? The TechRepublic Research Index can help you answer these questions. Featuring a full library of white papers, vendor documents, and research analyses, the Research Index contains several articles regarding call center management. Listed below are several selections that may help in your quest for the ultimate call center. This list can be a starting point for your research. Some of these documents are free and some require membership in the research service or a fee for viewing and printing.