Seven Fundamental Plays from the Coaching All-Star Playbook All great coaches have their signature plays. Like most games, however, call center coaching isn't a one-play game. It takes ongoing dedication to a set of tried and true tactics, the basics that will win over time.
Read on for seven fundamental plays that are the hallmarks of great coaching in the call center.

Building Blocks for a Solid Work At-Home Agent Program This white paper outlines how to build and scale a work at-home agent program and answers the following questions: Can remote agents remain connected to your offerings and their team while outside the center walls? How will they be managed? How will they be trained? How will they be coached?

Cost-Cutting Insurance for Customer Service These top five cost-cutting methods for the call center have the potential to drive customers to the competition if done incorrectly and without the right safeguards. This guide will outline simple methods to provide that "insurance" for such methods as work at home agents and reducing headcount.

SIP Trunking has drawn a lot of attention as an exciting new service offering that can reduce operating expenses for telephone services across a wide range of businesses. SIP Trunking promises to eliminate the cost of the expensive dedicated TDM trunking circuits that connect businesses to the public telephone network and dramatically reduce the cost of local and long distance charges. For a business to leverage SIP Trunking and the associated cost savings, the business must be able to terminate a SIP trunk into their existing telecommunications infrastructure. This paper discusses 10 important issues that any business should know before making a decision about bringing SIP Trunking into their current infrastructure.

Are you still making backups the old-fashioned way? Whether you back up Windows, Exchange Server, SharePoint, SQL Server, or virtualization servers, the old-school backup mentality may not be serving your actual needs. IT author and Microsoft MVP Don Jones explores the “Backup 1.0? mentality and its shortcomings, and proposes a new “Backup 2.0? way of thinking. He examines the true business needs behind backup (namely, quick recovery and as little lost work as possible), and proposes new techniques – using leading-edge technologies that are available today – that do a better job of meeting today’s business and technology needs. With special chapters devoted to Exchange Server, SQL Server, virtualization, and SharePoint, you’ll learn about new techniques and technologies designed to take backups out of the 1960’s and into the 21st century.

Whether a business is small, medium or large business, it must have a well-written plan for backing up the servers. Planning a backup strategy up-front and documenting not only the backup process but also the restore process, will save you a ton of time in the end. Because of its value to the company and the sensitive nature of it, the classification of data must be carefully considered in the planning stage.

Reducing the cost of backup and storage starts with reducing the amount of data that is backed up and stored. Data deduplication ensures that the same, unchanged files are not repeatedly backed up during nightly processes. Reducing storage capacity alone is a strong argument for implementing data deduplication, but when integrated with server-based backup processes that also include data compression, the combined backup and storage savings are compelling.

Windows Server applications are often mission critical. The impact of natural, random and man-made disasters on these applications, especially email, and their subsequent disruption can cripple an organization. This white paper from AppAssure Software offers advice for protecting your existing Windows Server infrastructure from disruptive application outages.

Business continuity. Application assurance. Virtualization. The applications that are most central to the productivity of every staff person in your organization are e-mail and SQL databases. They need reliable and consistent access to those applications in order to communicate with work peers, customers, and partners.

With the large variety of products available for all types of businesses, it is no surprise that there are several misconceptions about backup and recovery software. Learn how to improve your backup process, reducing outage windows.