FOR IMMEDIATE RELEASE

Learn How to Manage a Call Center in a Down Economy

As the world faces a massive economic crisis, many call centers are feeling the pinch. Managers are tasked with doing more with less in the face of workforce reductions, shrinking budgets and low morale levels.

In a new white paper, Wendy Hubbard, co-founder and executive vice president of Inova Solutions, addresses ways call center managers can adjust their strategies and tactics to deal with the economic downturn. Read an excerpt from the white paper below:

“To do more with less, work from the inside out. Start with the foundation of the center – the processes and technology that keep you up and running. Once internal operations are streamlined, call center managers must look to their workforce to capitalize on the power of information and resources. And finally, attention should turn to the customer, whose changed perspectives merit a renewed approach to customer service. Call centers that meticulously dedicate themselves to these three principles can successfully weather the economic storm.” Continue reading.

Back to top.

New Webinar Discusses How to Protect Technology Investments

According to a recent Dimension Data report, business continuity planning is the second top trend among forward-thinking contact center IT professionals. And yet many centers still aren’t prepared for system failures.

“Contact center productivity decreases by approximately 11% for every hour that real-time reporting is not available. In addition, service levels are significantly compromised when reporting systems go dark,” said Tom Hubbard, CEO of Inova Solutions. “Call center professionals must be educated about mission-critical technology and high-availability solutions before there is a problem.”

To address this important issue, Inova Solutions and Marathon Technologies present a free on-demand webinar entitled, “Assessing the Impact of Planned and Unplanned Downtime in the Contact Center.” Topics include:

• Common downtime causes and failure types
• How to assess a specific application environment
• The precautions needed to prevent downtime
• Best practices for enabling recovery from a major disruption

This webinar is available on demand. Click here to view the high availability webinar now.

Back to top.

Inova’s Digital Signage Now Compatible with Cisco DMS

A new digital signage suite from Cisco and a trusted software application from Inova Solutions are coming together to display dynamic content on LCD screens in call centers.

The Cisco Digital Media System (DMS) empowers call centers to use digital signage to increase sales, enhance customer service and facilitate learning. To populate their system hardware with customized content, Cisco chose to partner with call center industry leader Inova Solutions. Inova Solutions’ powerful digital signage software, Inova Broadcaster™, delivers real-time call center metrics along with dynamic multimedia content to agents and managers.

Call centers using Inova Broadcaster and Cisco DMS can expect:

• Compelling global communications
• Improved customer experience
• Improved marketing and branding
• Quick and effective training for new product and service introductions
• Live and on-demand video broadcasts, including satellite television
• Competitive advantage

Back to top.

Celebrating a Quarter Century of Call Center Experience

The advent of 2009 marks Inova Solutions’ 25th year of doing business in the call center industry. At a time when many companies are struggling, Inova is maintaining its position as a market leader with a proven track record.

“A quarter-century of experience makes us ideally suited to evaluate customer needs and provide them with the highest-quality real-time reporting solutions,” said Inova Solutions CEO Tom Hubbard.

Over the years, Inova Solutions has worked with call centers at thousands of top companies, including Bank of America, eBay, Verizon and BlueCross BlueShield, to provide real-time metrics monitoring and reporting systems. Once call centers are equipped with this technology, they are better able to handle call volume and adjust when circumstances change.

Back to top.