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Author Spotlight

You will feel a different sort of happiness as you associate yourself with any animal, you will be a...more

Marvell Lawson is an author, professional speaker, and communication coach who works with individual...more

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Author: Lance Kegley
Displaying 1 to 10 of 35 articles Next >
Pages: 1 2 3 4
 Articles by Lance Kegley 
1. Things to Consider Before Migrating Your Contact Centre to the Cloud
October 11, 2013

With the recent and upcoming developments in cloud computing technology, it may seem like a great idea to shift your contact centre to the cloud, given the benefits of scalability and low cost. However, consider the following before making that switch to the cloud:

Architecture: - While part...

2. A Brief Guide to Bilingual Call Centers
October 11, 2013

Call centers are an integral part of any business today, be it in-house or outsourced to service provider. However, in today’s world of vast cultural diversity, catering solely to an English speaking clientele is just not good enough. The United States has a rapidly growing Hispanic population that ...

3. Why Companies Need Bilingual Call Center Services
October 11, 2013

In today’s world of rising costs, plummeting economies, and rampant unemployment, businesses cannot afford to overlook anything that could help them keep costs down, especially in the private sector. More and more companies have begun to offload their recruitment and call center needs to other compa...

4. 311 Toronto call centre Facilities Set to Use Speech Recognition Technology
October 11, 2013

In response to the growing pressure on Toronto call centre facilities in 2005, the mayor of Toronto issued a mandate to develop a state of the art call centre infrastructure to enable smooth and transparent administration of the city. And so, 311 Toronto was born.

About 311 Toronto call cen...

5. 311 Toronto - Revolutionizing Toronto Call Center Operations
October 11, 2013

Call centers are the backbone of the Business Process Outsourcing (BPO) sector, and as such all perceptions about these centers tend to color the opinion of the BPO sector as a whole. The experience a customer has with a call center interaction forms a lasting opinion of a company’s attitude towards...

6. Choosing a Bilingual Call Center - All You Need to Know
June 03, 2013

A bilingual call center is a notch above the regular call centers. This is due to the fact that they employ highly trained operators who are well-versed in multiple languages. This means that however widespread your business is, a bilingual call center service will handle the call traffic expertly. ...

7. The Right Communication Skills for Call Centre Agents
June 03, 2013

You may be an excellent speaker well conversant with the English language, but just that does not qualify you for a call centre job. This is because communication skills are very important to avoid callers from not being unable to understand you, or convey their problems to you. Dissatisfied callers...

8. Voice-Biometrics - The Future of Call Centers
June 03, 2013

Voice biometrics is a revolutionary discovery that enables automatic recognition of callers based on their voice. It is very much preferred by those who often struggle to memorize their passwords. This is a rather recent advancement. A Toronto call center makes use of voice biometrics for its priori...

9. Importance of Voice Modulation in Call Centers
June 03, 2013

Voice modulation is nothing but the control over one’s voice and pitch to make speech sound interesting. Naturally a call center is a place where voice modulation is very much necessary. The callers/receivers need to be engaged in the conversation that is occurring for it to turn fruitful. It is not...

10. Choosing the Right Physician Answering Service for Your Clinic
June 03, 2013

If you are running a successful clinic then call traffic must be a persistent source of worry for you. There are so many calls that pour in that the services of a call centre become absolutely quintessential in such cases. Physician Answering services are a specialized form of call centre where clin...

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