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FOR IMMEDIATE RELEASE

Inova Solutions Summer 2010 Newsletter

READERS GO ‘INSIDE INOVA’ IN NEW BLOG

inside-inova2Earlier this month, Inova Solutions launched a new employee-authored blog, InsideInova.com. The blog focuses on topics of interest to the contact center industry, including social media, technology, human resources issues and more. Blog contributors include Inova Solutions’ staff in various departments such as engineering, client services and the executive team.

“Providing an outlet for employees to share their thoughts and ideas on industry topics is something we’ve wanted to do for a long time,” said Tom Muccia, Director of Product Marketing and Product Management at Inova Solutions. “The employees here at Inova have so much experience that we wanted to share that knowledge with the entire industry. InsideInova.com has provided us the perfect platform to be able to share our thoughts.”

New articles are posted on the blog several times each week, so visit InsideInova.com frequently!
NEW WHITE PAPER DISCUSSES HOME AGENTS

white-paper2Inova Solutions recently released a free white paper entitled Overcoming the Challenges of Contact Center “Home-Sourcing.” This expert white paper explores the challenges contact centers are facing with sending agents home and the many communication options available to keep at-home agents engaged.

You’ll find lots of valuable information in our free resource, but here are three of the top takeaways you just shouldn’t miss:

1. For each at-home agent used per year, thousands of dollars are saved.

2. Before cost savings can be fully realized, five key challenges must be overcome.

3. Desktop messaging and metrics stand out as one of the best ways to keep at-home agents engaged and productive.

Make sure you read the white paper to see the reasons behind these important conclusions.

BUILD OR BUY?

Many call center executives are faced with the decision to build a visual reporting system in-house or purchase an off-the-shelf solution. While internal development may appear to be the cheaper option at first, Inova encourages you to look closer. Have you accounted for the following?

  • Does your internal team have enough time to commit to the project, including development, installation and maintenance?

  • Are internal developers available for enhancements and feature requests?
  • Does the internal development team have a proven track record building this kind of system?

  • Will the internal team provide user training, documentation and 24/7 support?

Inova Solutions has been producing real-time reporting middleware and software for call centers for 26 years, and our team is ready to fast-track your project and get it done right. Click here for a checklist of items to consider when deciding between building and buying a technology solution.
DESKTOP AUTOSWEEP CLEANS UP OLD USERS

DP-2Due to high agent turnover rates, it can be a cumbersome task to keep the user accounts in a program up to date. Inova Solutions has responded by making its desktop reporting application, Desktop Presenter, automatically delete old user logins.

“This is a huge time-saver for the busy call center supervisor,” said Inova Solutions Director of Product Management, Tom Muccia. “Not only does it check one more item off your to-do list, but it also keeps your system running at maximum efficiency.”

To learn more about Desktop Presenter or the new AutoSweep feature, contact us.