IRS centralizes call routing, call center staffing
Article Abstract:
The Internal Revenue Service has unified its 25 call centers nationwide under a new system that coordinates staffing and call routes from a single location. The agency will also start answering calls, 24 hours a day, seven days a week as part of its restructuring under the new system. Calls are now electronically routed to available agents at geographically dispersed call centers, while staffing nationwide is coordinated in half-hour increments based on the projected amount and type of calls to be received.
Publication Name: DM News
Subject: Construction and materials industries
ISSN: 0194-3588
Year: 1999
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VOIPs' a breath of fresh air for service calls
Article Abstract:
Breath-freshener marketer ProFresh International has tapped a Web site customer service technology that uses voice and video over Internet protocol (VOIP). The company has a web site, ProFresh.com, which act as a direct channel through which users could buy its patented chlorine dioxide rinse. ProFresh has outsourced the VOIP services to Target Teleservice of Salt Lake City, UT, which created a multimedia call center equipped with the PNX ACD multimedia routing tool from PakNetX.
Publication Name: DM News
Subject: Construction and materials industries
ISSN: 0194-3588
Year: 1999
User Contributions:
Comment about this article or add new information about this topic:
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