Monday, October 01, 2007

Notes and News on distributed call centers, infomercials, Skype and MS Office online

According to a news story on Earthtimes, "4 out of 5" of the top infomercials are outsourcing their call centers to LiveOps.com. Speaking of infomercials, I wonder if Giuseppe Franco (if you've ever watched a Yankees game on Yes, you know who I'm talking about!) answers the incoming phone order lines for his hair products?

LiveOps is a "distributed" contact center, meaning its' agents are dispersed virtually across states and countries. LiveOps offers customers real-time Reporting, on-demand scalability, superior quality home agents and results-based routing.

Maynard Webb, CEO, formerly of Ebay, stated "We are thrilled to be working with these very successful shows. It's clearly a testament to our technology as well as the quality of our virtual community of home agents. Because of this unique combination, no other contact centers can handle the call volatility that goes along with this industry."

In related news, Ebay posted a loss on Skype, which many are now declaring a failure. You can read more about in this blog rant.

Speaking of a distributed call center, wouldn't it make sense for telecommuters to use an online office suite vs. having them use an installed client version of Microsoft Office? With the new online version of Office or with the Google Apps suite, there are no installation issues, missing files, or availability issues. Have you tried the online apps? The Google Docs, Spreadsheets and Presentations apps are pretty simple to use and it's convenient for sharing docs with family members or between work and home PCs. Software as a service is becoming a reality. You only need to see Microsoft jumping on the concept for proof positive.

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