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The Contact Center Podcast
May 23rd, 2008
Right Party Contact and Debt Collections
HOST: Robb Duke
GUEST: Rick Novak
Spend less and collect more with Right Party Contact for collections companies
- By automating the process of contacting delinquent accounts and passing only right party connections to live agents, debt collections companies can contain costs and maximize agent productivity.
- Rick Novak, President of JAM Communications and executive director of the Avaya Users Group board, talks about right party contact strategies for debt collectors and how VoiceNet for Collections with Right Party Contact can enhance an existing Avaya PDS solution.
July 5, 2007
The Unified Desktop
HOST: Albert Maruggi
GUEST: Robb Duke
A single, unified application interface for all contact center interactions
- Is it possible to connect disparate data sources and back-end systems (think legacy and 3rd party applications) and bring that information into a single interface to simplify agent interactions and improve productivity?
- How can outsourcers simplify and improve the quality of agent interactions by optimizing the agent desktop.
Learn the basics about the core technology components of systems integration and process automation.
About the Evolving Contact Center Podcast Series
The Evolving Contact Center is a podcast series for Contact Center Managers, Executives, and Developers. In this podcast, youll hear business and technology discussions related to how the modern contact center is becoming the hub of customer interaction and brand perception, and how smart outsourcers and telemarketers are evolving from the proprietary, siloed operations of yesterday to the extensible, agile enterprises of tomorrow.
