G3C's Analysis of the Feasibility of Employing Home-Based Agents in Economically Depressed Rural Areas to Staff Federal Contact Centers

October 29, 2009 | Government Contact Center Council

This paper identifies the challenges involved in establishing a virtual workforce and also offers possible solutions to mitigate the effect of these challenges.  It concludes that if the obstacles of the lack of broadband access and training an isolated workforce can be overcome, the other considerations can be readily dealt with through careful research, partnering and planning.  The initiative appears viable.  G3C looks forward to supporting the search for solutions and the execution of a pilot program.

» View Document (Word Doc., 135 kb)

 

Laws, Regulations and Issues Applicable to Federal Agency Contact Centers - Final Report

August 22, 2008 | Beth Ford, USA Services

This report carries the goal of educating leaders in agency contact centers on the laws and regulations that apply to them, and shed some light on issues that are not as clearly regulated as others.

» View Document (Word Doc., 1,496 kb)

 

An Unconventional Cure for Call Centers: Calling the Customer

June 2, 2008 | BaselineMag.com

Unisys was determined to improve customer satisfaction with its call center. So it called angry customers and followed their advice.

» Link to external site

 

Soft phones Answer the Call

May 5, 2008 | William Jackson, Government Computer News

When wildfires hit, California's insurance department puts IP call centers to the test

» Link to external site

 

Net Gain

May 2008 | FedTech

As SSA undertakes an end-to-end VoIP implementation, other agencies can borrow insights to clear the hurdles on the way to unified communications.

» Link to external site

 

Call Center Consolidation - Does It Make Sense?

April 15, 2008 | Ike Mitchell, Computer Science Corporation

» Download file (PDF, 584 kb)

 

Contact Center Spotlight: Pacific Gas & Electric

February 2008 | ICMI - Greg Levin, ICMI's Insight

» Link to external site

 

Align Your Call Center With Five Megatrends

December 7, 2007 | Ashu Roy, CRM Buyer

» Link to external site

 

Department of Health and Human Services: One DHHS Contact Center

March 7, 2006 | Robert Spector, Program Support Center, HHS

» Download file (PPT, 408kb)

 

Federal Contact Centers: Mechanism for Sharing Metrics and Oversight Practices along with Improved Data Needed

February 2006 | Government Accountability Office (GAO) Audit

» Download file (PDF, 624kb)

 

Interactive Voice Response Units (IVR) Overview (April 13, 2005)

April 13, 2005 | USA Services and ICT Group

» Download file (PPT, 1mb)

 

• Focus on Call Centres, Part Three:  Beacons of Good Practice
• How Do I Create a Contact Centre
• Email Management
• Customer Experience
• Universal Agents
• Speech Analytics

Discussion Forums:

• CallCenterOps.com – Live discussions on a variety of call center operations topics.
• MyCustomer.com – Live discussions on customer service and CRM topics.
• ICMI’s Global Forum -- Global Gathering Place for Call Center Professionals
• ICMI Queue Tips – FREE interactive question-and-answer forum where call center professionals can research answers to any call center problem, issue or concern.