Below you will find important links to a variety of papers on all things telephone answering service. If you find any of the works useful, feel free to cite them as a reference!
Agent-assisted automation technologies increase productivity and consistency among customer service agents.
As telephone answering services evolve into call centers and into contact centers, tracking the right metrics is essential for success.
A guide for anyone looking to start a call center business. Includes industry analysis, business models, operations management, performance metrics, and financial plans.
Speech synthesis is the artificial generation of human speech. These days it’s common, used in everything from video games to IVR. Find out how it works.
A guide to queueing theory models and queue management as used in the call center environment for improved customer flow.
How do inbound call centers route telephone calls to the customer service reps? It’s not magic, it’s something called skills based routing – directing the call to the best CSR available.
Asterisk is an open source PBX system that provides all the functionality of expensive business phone systems for free! It’s flexible, customizable and used everywhere.
DTMF is also known as Dual-Tone Multi-Frequency. Surprise – it’s something you probably use every day! DTMF is the tech-e term for the sounds your touch tone phone produces.
Everything you ever wanted to know about live chat software including its history, advantages, how it works, and applications of live web chat support in the call center industry.
PBX or private branch exchange uses an internal telephone exchange as opposed to a public telephone carrier to serve businesses of any size.
Information about PCI DSS compliance including requirements, its relation to call center operations, implementation challenges, and improvements on making standards more secure and attainable.
Speech recognition is an acoustic technology that allows users to “speak” responses into computer systems. The software interprets the spoken words to initiate commands.
The Voder was the first electronic voice / speech synthesizer. It was invented by and patented by Homer Dudley in 1937 (US Patent 2121142). Thanks to The Voder, robots have a voice!
An IP PBX telephone system consists of one or more SIP phones, a PBX server, and an option of using a VOIP gateway in order to connect to present PSTN lines.
We’ve done the research on 8 of the top speech recognition software providers for you to review & decide for yourself who is the best provider.
Looking for a new ACD software provider? We’ve compared the top ACD phone systems so you can be sure you are choosing the right software for your call center.
One of the most important pieces of call center equipment is the headset. If you are in the industry and are looking for the best call center headset, look no further.
Appointment setting software keeps businesses organized, improves agent productivity, and offers an added convenience for clients.
Autodialing is a software application commonly used in call centers, educational facilities, and doctors’ offices among others.
Buying an IVR system? We’ve researched the best providers. Click on to reveal what we’ve found.
Looking for a hosted PBX provider? Excellent! Struggling to choose one? Not so excellent. Wouldn’t it be nice to have a detailed comparison of some of the top virtual PBX providers?
If you are looking for the best telemarketing provider and are finding Google is giving you too many companies to choose from, we’ve researched the best and posted the data we found.
Thinking about getting a new voicemail system or changing providers? We’ve already done the research for you & organized data on the top 7 voicemail providers for you to check out.
Still have a paper fax machine? If you said ‘Yes’, then you need an Internet faxing service. We’ve researched the top 5 providers and posted what we’ve found here.
Workforce management software gives employers an easy way to monitor agents’ productivity and improve overall performance.
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