Virtual Call Centers

<body topmargin=0 leftmargin=0 marginheight=0 marginwidth=0> <table cellpadding=0 cellspacing=0 border=0><tr> <td valign="top" colspan=2 height=90 BGCOLOR="#006699" TEXT="#080000" bgproperties="fixed" background="064285a1erlcgo.png"> <div> <FONT SIZE="5" COLOR="#FFCC66" FACE="Arial" ><B>The Telework Coalition</B></FONT><B>   </B></div> <div> <B>Enabling Virtual, Mobile, and Distributed Work through Education, Technology, and Legislation</B></div> </td> </tr><tr> <td valign="top" width=210 BGCOLOR="#FFCC66" TEXT="#080000" background="063d2c00dkelyh.png"> <div> <A HREF="index.htm" TARGET="_top" TITLE="The Telework Coalition"><U>Home</U></A></div> <div> <A HREF="id296.htm" TARGET="_top" TITLE="Membership Sponsorship Opportunities"><U>Membership & Sponsorship Opportunities</U></A></div> <div> <A HREF="id208.htm" TARGET="_top" TITLE="Our Sponsors"><U>Our Sponsors</U></A></div> <div> <A HREF="id270.htm" TARGET="_top" TITLE="TelCoa in the News"><U>"TelCoa in the News"</U></A></div> <div> <A HREF="id17.htm" TARGET="_top" TITLE="Calendar"><U>Calendar</U></A></div> <div> <A HREF="id282.htm" TARGET="_top" TITLE="TelCoa / ACP Event"><U>TelCoa / ACP Event</U></A></div> <div> <A HREF="id19.htm" TARGET="_top" TITLE="Contact Us"><U>Contact Us</U></A></div> <div> <A HREF="id259.htm" TARGET="_top" TITLE="Strategic Alliances"><U>Strategic Alliances</U></A></div> <div> <A HREF="id278.htm" TARGET="_top" TITLE="Business Continuity Planning (COOP)"><U>Business Continuity Planning (COOP)</U></A></div> <div> <A HREF="id294.htm" TARGET="_top" TITLE="Avian Flu and Pandemic Information and A"><U>Avian Flu and Pandemic Information and Articles</U></A></div> <div> <A HREF="id156.htm" TARGET="_top" TITLE="Virtual Call Center Sponsors"><U>Virtual Call Center Sponsors</U></A></div> <div> <B>Virtual Call Centers </B></div> <div> <A HREF="id20.htm" TARGET="_top" TITLE="Board of Directors and Advisory Board"><U>Board of Directors and Advisory Board</U></A></div> <div> <A HREF="id158.htm" TARGET="_top" TITLE="The Telecommuter Tax Fairness Act "><U>The Telecommuter Tax Fairness Act </U></A></div> <div> <A HREF="id223.htm" TARGET="_top" TITLE="TelCoa Awards"><U>TelCoa Awards</U></A></div> <div> <A HREF="id18.htm" TARGET="_top" TITLE="Our Vision and Mission"><U>Our Vision and Mission</U></A></div> <div> <A HREF="id40.htm" TARGET="_top" TITLE="Telework in the News"><U>Telework in the News</U></A></div> <div> <A HREF="id35.htm" TARGET="_top" TITLE="Federal, State, Regional News, Legislat"><U>Federal, State, & Regional News, Legislation, and Programs</U></A></div> <div> <A HREF="id263.htm" TARGET="_top" TITLE="Telework Tools "><U>Telework Tools </U></A></div> <div> <A HREF="id33.htm" TARGET="_top" TITLE="Telework Facts "><U>Telework Facts </U></A></div> <div> <A HREF="id42.htm" TARGET="_top" TITLE="You Should Know"><U>You Should Know</U></A></div> <div> <A HREF="id43.htm" TARGET="_top" TITLE="Broadband"><U>Broadband</U></A></div> <div> <A HREF="id27.htm" TARGET="_top" TITLE="Environmental Information and Fact Sheet"><U>Environmental Information and Fact Sheet</U></A></div> <div> <A HREF="id90.htm" TARGET="_top" TITLE="Health, Safety Telework"><U>Health, Safety & Telework</U></A></div> <div> <A HREF="id105.htm" TARGET="_top" TITLE="Telework Jobs and Opportunities"><U>Telework Jobs and Opportunities</U></A></div> <div> <A HREF="id337.htm" TARGET="_top" TITLE="Other Jobs"><U>Other Jobs</U></A></div> <div> <A HREF="id34.htm" TARGET="_top" TITLE="Contributing Partners"><U>Contributing Partners</U></A></div> <div> <A HREF="id41.htm" TARGET="_top" TITLE="Related Links "><U>Related Links </U></A></div> <div> <A HREF="id25.htm" TARGET="_top" TITLE="Reference"><U>Reference</U></A></div> <bR> <div>  </div> <bR> </td> <td valign="top" height=390 BGCOLOR="#FFFFFF" TEXT="#080000"> <div> <I><B>Virtual Call Centers </B></I></div> <bR> <div> <FONT SIZE="4" COLOR="#000000" FACE="Verdana" ><I><B>Virtual Voice</B></I></FONT> is <B>the</B> e-newsletter dedicated to the world </div> <div> of virtual call centers. Here, you will find articles from across the </div> <div> web that highlight the growing impact of call center solutions </div> <div> utilizing experienced agents from the comfort of their home.</div> <div> It is made available to you by our sponsoring member <A HREF="http://www.vipdesk.com" TARGET="_top" TITLE="http://www.vipdesk.com"><U>VIPdesk</U></A>.</div> <bR> <div> To subscribe, click on the banner below.  It will open an email </div> <div> window. Enter <I><B>subscribe </B></I>in the subject line.</div> <bR> <div> <A HREF="mailto:virtualvoice@vipdesk.com" TARGET="_top" TITLE="mailto:virtualvoice@vipdesk.com"><U><IMG SRC="50c7e4a0.png" border=0 width="382" height="74" ALIGN="BOTTOM" HSPACE="0" VSPACE="0"></U></A></div> <bR> <div> ***********************************************</div> <div> <B>To download the Whitepaper:</B></div> <div> <B>Your Business at the Crossroads:</B></div> <div> <B>Preparing for the Age of the Distributed </B></div> <div> <B>Workforce</B></div> <div> <B>By Jan Johnson, VP of Marketing, UCN,</B></div> <div> <B>   Click here: </B><FONT SIZE="4" COLOR="#0000FF" FACE="Arial" ><A HREF="http://www.ucn.net/Portals/0/ArticlesWhitepapers/WP_Paradigm_Shift.pdf" TARGET="_top" TITLE="http://www.ucn.net/Portals/0/ArticlesWhi"><U><IMG SRC="14d15150.gif" border=0 width="21" height="21" ALIGN="BOTTOM" HSPACE="0" VSPACE="0"></U></A></FONT></div> <div> <B>**********************************************</B></div> <div> <B>Click here to download a copy of IDC's 2007 </B></div> <div> <B>Homeshoring Whitepaper Brought to you by </B></div> <div> <B>TelCoa's Sponsoring Member</B></div> <div> <B>VIP</B><FONT SIZE="5" COLOR="#777777" FACE="Arial" ><B>desk:</B></FONT><FONT SIZE="3" COLOR="#777777" FACE="Arial" > </FONT><FONT SIZE="4" COLOR="#0000FF" FACE="Arial" ><A HREF="http://www.vipdesk.com/info/news_whitepaper.asp" TARGET="_top" TITLE="http://www.vipdesk.com/info/news_whitepa"><U><IMG SRC="14d15150.gif" border=0 width="21" height="21" ALIGN="BOTTOM" HSPACE="0" VSPACE="0"></U></A></FONT></div> <div> <B>**********************************************</B></div> <div> <B>Why home based agents? </B></div> <div> <B>Watch this Video:</B></div> <bR> <div> Sending workers home changes more than where they work – </div> <div> it also changes <I>how</I> they work. See how leading distributed </div> <div> contact center company <A HREF="http://www.liveops.com" TARGET="_top" TITLE="http://www.liveops.com"><U><B>LiveOps</B></U></A> has found a better way to </div> <div> support 10,000 contracted home agents than is possible<FONT SIZE="4" COLOR="#000080" FACE="Verdana" > </FONT></div> <div> through traditional supervision.</div> <bR> <div> Click Here to watch the video: <FONT SIZE="5" COLOR="#0000FF" FACE="Arial" ><A HREF="http://video.google.com/videoplay?docid=-4199450118857949943" TARGET="_top" TITLE="http://video.google.com/videoplay?docid="><U><IMG SRC="14d15150.gif" border=0 width="21" height="21" ALIGN="BOTTOM" HSPACE="0" VSPACE="0"></U></A></FONT></div> <bR> <div> ***********************************************</div> <div> <FONT SIZE="4" COLOR="#333366" FACE="Arial" > </FONT><B>Click here to read the press </B></div> <div> <B> release on </B><B>TelCoa's part in the </B></div> <div> <B> Call Center 2.0 conference:</B><FONT SIZE="4" COLOR="#333366" FACE="Verdana" >  <a href="HTMLobj-1211/San_Diego_Advance_Press_Release_-_8.2006.pdf"><img align="bottom" border="0" width="17" height="17" src="HTMLobj-1211/pdficon_small.gif"></a>  </FONT></div> <div> ***********************************************</div> <div> <B>Virtual Call Center Sponsors:</B><A HREF="id156.htm" TARGET="_top" TITLE="Virtual Call Center Sponsors"><U><IMG SRC="14d15150.gif" border=0 width="21" height="21" ALIGN="BOTTOM" HSPACE="0" VSPACE="0"></U></A></div> <div> ***********************************************</div> <div> <I>Articles and News of Interest:</I></div> <bR> <div> For articles on <FONT SIZE="4" COLOR="#000000" FACE="Imago-Medium" >Virtual Call Centers </FONT>from</div> <div> <A HREF="http://search.networkworld.com/query.html?qt=virtual+call+centers&" TARGET="_top" TITLE="http://search.networkworld.com/query.htm"><U><I><B>Network World Magazine,</B></I></U></A><FONT SIZE="4" COLOR="#000000" FACE="Arial" > click here </FONT><FONT SIZE="4" COLOR="#0000FF" FACE="Arial" ><A HREF="http://search.nwfusion.com/query.html?qt=kistner%2C+virtual+call+centers&" TARGET="_top" TITLE="http://search.nwfusion.com/query.html?qt"><U><IMG SRC="14d15150.gif" border=0 width="21" height="21" ALIGN="BOTTOM" HSPACE="0" VSPACE="0"></U></A></FONT></div> <bR> <div> For articles on Virtual Call Centers from</div> <div> <A HREF="http://www.callcentermagazine.com/" TARGET="_top" TITLE="http://www.callcentermagazine.com/"><U><I><B>CallCenter Magazine</B></I></U></A><A HREF="http://www.callcentermagazine.com/" TARGET="_top" TITLE="http://www.callcentermagazine.com/"><U><I><B>,</B></I></U></A><I><B> </B></I><FONT SIZE="4" COLOR="#000000" FACE="Imago-Medium" >click here</FONT><I><B> </B></I><FONT SIZE="4" COLOR="#0000FF" FACE="Arial" ><A HREF="http://www.callcentermagazine.com/shared/Search/search.jhtml?filTemp=stg%2Fcc_filter.hts&queryText=telecommuting&SEARCH.x=78&SEARCH.y=17" TARGET="_top" TITLE="http://www.callcentermagazine.com/shared"><U><IMG SRC="14d15150.gif" border=0 width="21" height="21" ALIGN="BOTTOM" HSPACE="0" VSPACE="0"></U></A></FONT></div> <bR> <bR> <div> <A HREF="http://www.canada.com/ottawacitizen/news/business/story.html?id=97d6126b-a041-4062-ae53-a8081d448827&k=91707" TARGET="_top" TITLE="http://www.canada.com/ottawacitizen/news"><U><B>'Virtual call centre' to hire 500 in area</B></U></A></div> <div>   <FONT SIZE="3" COLOR="#000000" FACE="Arial" >   Virginia-based VIPdesk looking for home-based workers to provide customer care</FONT></div> <div>          <FONT SIZE="2" COLOR="#000000" FACE="Arial" >Kristin Goff, The Ottawa Citizen, Tuesday, January 09, 2007 </FONT></div> <bR> <bR> <div> <A HREF="http://www.investors.com/editorial/IBDArticles.asp?artsec=17&artnum=1&issue=20060612" TARGET="_top" TITLE="http://www.investors.com/editorial/IBDAr"><U><B>Home-Based Virtual Call Centers Connecting With More Customers</B></U></A></div> <div>    By Donna Howell, INVESTOR'S BUSINESS DAILY, June 12, 2006</div> <bR> <bR> <div> <A HREF="http://www.hreonline.com/HRE/story.jsp?storyId=5176412&sub=false" TARGET="_top" TITLE="http://www.hreonline.com/HRE/story.jsp?s"><U><B>Home Work </B></U></A></div> <div> <B>   </B><FONT SIZE="2" COLOR="#000000" FACE="Arial" >Carol Patton, Human Resource Executive Online, May, 2006</FONT></div> <bR> <bR> <div> <A HREF="http://www.benefitnews.com/detail.cfm?id=8954" TARGET="_top" TITLE="http://www.benefitnews.com/detail.cfm?id"><U><B>Call center shift could mean home is where the job is </B></U></A></div> <div> <FONT SIZE="3" COLOR="#000000" FACE="Verdana" >      </FONT>Kelley M. Butler, <I>Employee Benefit News, </I>May 2006</div> <div> <B>    </B></div> <bR> <div>  <A HREF="http://iccmnewsline.com/Insider/05-04-06.htm" TARGET="_top" TITLE="http://iccmnewsline.com/Insider/05-04-06"><U><B>There’s Never Been a Better Time for Home Agents</B></U></A></div> <div>          <FONT SIZE="2" COLOR="#000000" FACE="Arial" > By Lori Bocklund, ICCM Newsline</FONT> </div> <bR> <bR> <div> <FONT SIZE="3" COLOR="#333366" FACE="Arial" ><B> </B></FONT><A HREF="http://www.businessweek.com/technology/content/may2006/tc20060502_763202.htm" TARGET="_top" TITLE="http://www.businessweek.com/technology/c"><U><B>There's No Workforce Like Home</B></U></A><B> </B></div> <div>          Want to help keep jobs in this country, serve customers better, </div> <div>          and lower your costs? Telework lets companies tap an accomplished </div> <div>          but underutilized talent pool </div> <div>            Viewpoint, By Mary A. Naylor, BusinessWeek Online, May 2, 2006</div> <bR> <bR> <div> <A HREF="http://www.destinationcrm.com/articles/default.asp?ArticleID=5814" TARGET="_top" TITLE="http://www.destinationcrm.com/articles/d"><U><B>Keeping Balance in the Center </B></U></A></div> <div> <I>     Organizations no longer have to choose between efficiency </I></div> <div> <I>     and effectiveness as contact center technology evolves</I></div> <div>           by Coreen Bailor, <I>From CRM Magazine </I>March 2006</div> <bR> <div> <B> </B></div> <bR> <div> <A HREF="http://www.ucn.net:" TARGET="_top" TITLE="http://www.ucn.net:"><U><B><IMG SRC="4e47a360.png" border=0 width="122" height="54" ALIGN="BOTTOM" HSPACE="0" VSPACE="0"></B></U></A></div> <div>                           Technology shows how to go from</div> <div> <B>                            </B><B>   </B><A HREF="http://www.phoneplusmag.com/articles/631partner01.html?wts=20060302075543&hc=78&req=UCN" TARGET="_top" TITLE="http://www.phoneplusmag.com/articles/631"><U><B>Of</B></U></A><A HREF="http://www.phoneplusmag.com/articles/631partner01.html?wts=20060302075543&hc=78&req=UCN" TARGET="_top" TITLE="http://www.phoneplusmag.com/articles/631"><U><B>fshoring to ‘Homeshoring’</B></U></A></div> <div> <B>                               </B><FONT SIZE="2" COLOR="#000000" FACE="Arial" ><A HREF="http://www.phoneplusmag.com/articles/631partner01.html?wts=20060302075543&hc=78&req=UCN" TARGET="_top" TITLE="http://www.phoneplusmag.com/articles/631"><U><B>Partners Enable Virtual Call Center</B></U></A></FONT></div> <div> <FONT SIZE="3" COLOR="#000000" FACE="Arial" ><I>                             </I></FONT><I> </I><I>By Tara Seals, March 2006, Phone+</I><FONT SIZE="2" COLOR="#000000" FACE="DeVinne" >  </FONT><FONT SIZE="2" COLOR="#000000" FACE="DeVinne" > </FONT><FONT SIZE="5" COLOR="#000000" FACE="DeVinne" >        </FONT></div> <bR> <bR> <div> <A HREF="id305.htm" TARGET="_top" TITLE="VIPdesk Press Release"><U><B>VIPdesk Offers Free VIP Customer Connect Value Calculator ™ to Clients</B></U></A></div> <div> <B>     Diagnostic Tool Demonstrates Potential Cost Savings, Value of Switching to </B></div> <div> <B>          Virtual Contact Center  </B></div> <div> <B>              </B><FONT SIZE="2" COLOR="#000000" FACE="Arial" >Press Release, February 13, 2006</FONT></div> <bR> <div> ***********************************************************************</div> <bR> <div> <B>To see the session outlines and PowerPoint's </B></div> <div> <B>presented at the "Telework in the Call Center" </B></div> <div> <B>track at the 2005 CCDemo & Conference,</B></div> <div> <B>click here:</B><FONT SIZE="5" COLOR="#FF0033" FACE="Imago-Medium" ><I><B> </B></I></FONT><FONT SIZE="4" COLOR="#0000FF" FACE="Arial" ><A HREF="id192.htm" TARGET="_top" TITLE="CCDEMO 2005 TELEWORK SESSIONS"><U><IMG SRC="14d15150.gif" border=0 width="21" height="21" ALIGN="BOTTOM" HSPACE="0" VSPACE="0"></U></A></FONT></div> <bR> <div> ***********************************************************************</div> <bR> <div> <A HREF="http://www.businessweek.com/@@Pk5bDoQQLOQc1hUA/magazine/content/06_04/b3968103.htm" TARGET="_top" TITLE="http://www.businessweek.com/@@Pk5bDoQQLO"><U><B>Call Centers In The Rec Room </B></U></A></div> <div> "Homeshoring" takes off as moms and others provide an </div> <div>   alternative to offshoring </div> <div>      BusinessWeek Online, January 23, 2005</div> <bR> <bR> <div> <A HREF="id297.htm" TARGET="_top" TITLE="Outsourcing Jobs"><U><B>Outsourcing Jobs to the Den: Call Centers Tap People </B></U></A></div> <div> <A HREF="id297.htm" TARGET="_top" TITLE="Outsourcing Jobs"><U><B>Who Want to Work at Home</B></U></A></div> <div>    <FONT SIZE="2" COLOR="#000000" FACE="Arial" >Wall Street Journal, January 12, 2006</FONT></div> <bR> <bR> <div> <A HREF="http://www.outsourcing-journal.com/jan2006-index.html" TARGET="_top" TITLE="http://www.outsourcing-journal.com/jan20"><U><B>Outsourcer Streamlines Insurer's Processes With Technology </B></U></A></div> <div> <A HREF="http://www.outsourcing-journal.com/jan2006-index.html" TARGET="_top" TITLE="http://www.outsourcing-journal.com/jan20"><U><B>and Remote Professionals</B></U></A></div> <div>    By Gary N. Bowen, Business Writer, Outsourcing Journal, January 2006 </div> <bR> <div> <TABLE BORDER="0" CELLPADDING="1" CELLSPACING="1" WIDTH="626" BORDERCOLORLIGHT="#C0C0C0" BORDERCOLORDARK="#808080" FRAME="VOID" RULES="NONE" HSPACE="0" VSPACE="0" > <tR> <tD VALIGN=CENTER HEIGHT= 105 ><NOBR><bR> <div> <A HREF="http://corp.ucn.net/Default.aspx?tabid=79&doc=122205" TARGET="_top" TITLE="http://corp.ucn.net/Default.aspx?tabid=7"><U><B>inContact™</B></U></A><FONT SIZE="3" COLOR="#000000" FACE="Arial" ><A HREF="http://corp.ucn.net/Default.aspx?tabid=79&doc=122205" TARGET="_top" TITLE="http://corp.ucn.net/Default.aspx?tabid=7"><U><B> Provides Business Continuity for MetTel’s </B></U></A></FONT></div> <div> <A HREF="http://corp.ucn.net/Default.aspx?tabid=79&doc=122205" TARGET="_top" TITLE="http://corp.ucn.net/Default.aspx?tabid=7"><U><B>NYC-based Customer Service Group On Day of Transit </B></U></A></div> <div> <A HREF="http://corp.ucn.net/Default.aspx?tabid=79&doc=122205" TARGET="_top" TITLE="http://corp.ucn.net/Default.aspx?tabid=7"><U><B>Strike: 25 Agents Simply Began Working from Home </B></U></A></div> <div> <FONT SIZE="3" COLOR="#000000" FACE="Arial" >  </FONT>Press Release,  December 22, 2005</div> </NOBR></tD> </tR> </TABLE></div> <bR> <bR> <div> <A HREF="id289.htm" TARGET="_top" TITLE="Managing a Remote Work Strategy"><U><B>Managing a Remote Work Strategy</B></U></A></div> <div> Key Operating Considerations for a Virtual/At-Home Agent Program</div> <bR> <bR> <div> <A HREF="id283.htm" TARGET="_top" TITLE="WSJ, 11/29/05"><U><B>Instead of Offshore, Call Centers Start to Move to U.S. Kitchens</B></U></A></div> <div> By JILIAN MINCER,  DOW JONES NEWSWIRES,  November 29, 2005</div> <bR> <bR> <div> <A HREF="http://www.destinationcrm.com/articles/default.asp?ArticleID=5552" TARGET="_top" TITLE="http://www.destinationcrm.com/articles/d"><U><B>Enabling the Disabled </B></U></A></div> <div> An emerging trend in outsourcing brings the workplace to disabled Americans</div> <div>    Destination CRM.com, November 1, 2005</div> <bR> <bR> <div> <A HREF="http://www.prnewswire.com/cgi-bin/stories.pl?ACCT=104&STORY=/www/story/09-22-2005/0004113018&EDATE" TARGET="_top" TITLE="http://www.prnewswire.com/cgi-bin/storie"><U><B>UCN Supports Global Telesourcing in Red Cross/Katrina Fund Raising Effort </B></U></A></div> <div>     <FONT SIZE="3" COLOR="#000000" FACE="Arial" >Largest Network of Spanish-speaking Call Centers Ever Assembled </FONT></div> <bR> <bR> <div> <A HREF="id255.htm" TARGET="_top" TITLE="AlpineAccess on Today Show"><U><B>Alpine Access Featured on NBC's “Today” Show</B></U></A></div> <div> <I>Monday, March 21.  It </I><I>takes an in-depth look at Alpine Access and its </I></div> <div> <I>leading role in the home-based call center industry.</I></div> <div> <I>   For show summary, click here: </I><FONT SIZE="3" COLOR="#0000FF" FACE="Arial" ><A HREF="http://www.msnbc.msn.com/id/7254610/ " TARGET="_top" TITLE="http://www.msnbc.msn.com/id/7254610/ "><U><IMG SRC="14d15150.gif" border=0 width="21" height="21" ALIGN="BOTTOM" HSPACE="0" VSPACE="0"></U></A></FONT></div> <bR> <bR> <div> <B>    </B><A HREF="http://www.conference-board.org/utilities/pressDetail.cfm?press_ID=2583" TARGET="_top" TITLE="http://www.conference-board.org/utilitie"><U><B>Companies Considering Offshoring Must </B></U></A></div> <div> <B>      </B><A HREF="http://www.conference-board.org/utilities/pressDetail.cfm?press_ID=2583" TARGET="_top" TITLE="http://www.conference-board.org/utilitie"><U><B>Carefully Weigh Risks vs. Rewards</B></U></A></div> <div> <B>         </B><FONT SIZE="2" COLOR="#000000" FACE="Arial" >The Conference Board, March 1, 2005</FONT></div> <bR> <bR> <div>    <FONT SIZE="4" COLOR="#000000" FACE="Arial" ><A HREF="http://www.washingtonpost.com/wp-dyn/articles/A56474-2005Feb26.html" TARGET="_top" TITLE="http://www.washingtonpost.com/wp-dyn/art"><U><B>India Call Centers Suffer Storm of 4-Letter Words</B></U></A></FONT></div> <div>           Executives Blame American Anger Over Outsourcing</div> <div>                 <FONT SIZE="2" COLOR="#000000" FACE="Arial" >The Washington Post, Sunday, February 27, 2005</FONT></div> <bR> <bR> <div> <B>  </B><A HREF="http://www.contact-center-today.com/csrm/story.xhtml?story_title=Benefits-of-Virtual-Call-Centers-Pile-Up" TARGET="_top" TITLE="http://www.contact-center-today.com/csrm"><U><B>Benefits of Virtual Call Centers Pile Up</B></U></A></div> <div>       Contact Center Today, February 7, 2005 </div> <bR> <bR> <div>   <A HREF="id241.htm" TARGET="_top" TITLE="IRS taps telework firm to aid taxpayers "><U><B>IRS taps telework firm to aid taxpayers </B></U></A><B>  </B></div> <div> <B>    </B><FONT SIZE="3" COLOR="#000000" FACE="Arial" ><B>Read about a program where disabled workers answer your calls</B></FONT></div> <div> <B>       </B>Two <FONT SIZE="3" COLOR="#0000CC" FACE="Continuum Medium" ><B>TELEWORK</B></FONT><FONT SIZE="3" COLOR="#BF0000" FACE="Arial" ><B> </B></FONT><FONT SIZE="3" COLOR="#FF9900" FACE="Continuum Medium" ><B>COALITION</B></FONT><FONT SIZE="3" COLOR="#0000FF" FACE="Arial" > </FONT>Hall of Fame Award winners, AlpineAccess and </div> <div>         the National Telecommuting Institute, team to offer a wonderful opportunity.</div> <bR> <bR> <div> <B>   </B><A HREF="http://www.nwfusion.com/news/2005/013105virtualcall.html" TARGET="_top" TITLE="http://www.nwfusion.com/news/2005/013105"><U><B>Users grow virtual call centers</B></U></A></div> <div> <B>       </B><FONT SIZE="2" COLOR="#000000" FACE="Arial" >NetworkWorld, January 31, 2005</FONT></div> <bR> <bR> <div> <A HREF="id237.htm" TARGET="_top" TITLE="Call centre workers stay at home"><U><B>Call centre workers stay at home</B></U></A></div> <div> <B>   </B><FONT SIZE="2" COLOR="#000000" FACE="Arial" >Reuters, February 8, 2005</FONT></div> <bR> <bR> <div> <B>  </B><FONT SIZE="4" COLOR="#000000" FACE="Arial" ><B>WillowCSN Home-Sourcing Panel Discussion, </B></FONT></div> <div> <B>                January 25, 2005</B></div> <div> <B>                Click here for a list of panelists and their bios: </B><FONT SIZE="4" COLOR="#0000FF" FACE="Arial" ><A HREF="id221.htm" TARGET="_top" TITLE=" WillowCSN HomeSourcing Panel Bios"><U><IMG SRC="14d15150.gif" border=0 width="21" height="21" ALIGN="BOTTOM" HSPACE="0" VSPACE="0"></U></A></FONT></div> <div>             <FONT SIZE="3" COLOR="#000000" FACE="Arial" ><B>Click here for a complete transcript of the discussion: </B></FONT><A HREF="id222.htm" TARGET="_top" TITLE="WillowCSN HomeSourcing Panel Discussion "><U><IMG SRC="14d15150.gif" border=0 width="21" height="21" ALIGN="BOTTOM" HSPACE="0" VSPACE="0"></U></A></div> <bR> <div> <A HREF="http://www.denverpost.com/Stories/0,1413,36%257E33%257E2678040,00.html" TARGET="_top" TITLE="http://www.denverpost.com/Stories/0,1413"><U><B>Alpine Access' new jobs hit home</B></U></A><B> </B></div> <div>    <FONT SIZE="2" COLOR="#000000" FACE="Arial" > The Golden-based recruiter of at-home customer-service </FONT></div> <div>     agents for big firms has added more than 1,000 hires, as </div> <div>     many as 500 in Colorado.</div> <div>        <FONT SIZE="2" COLOR="#000000" FACE="Arial" >Denver Post, January 28, 2005</FONT></div> <bR> <bR> <div> <A HREF="http://www.rednova.com/news/display/?id=113902" TARGET="_top" TITLE="http://www.rednova.com/news/display/?id="><U><B>Sun Adds Linux Support To Sun Ray Thin Clients</B></U></A></div> <div>           Time Warner Cable is also looking at allowing its </div> <div>           customer service workers to telecommute </div> <div>                 RedNova, December 24, 2004</div> <bR> <bR> <div> <A HREF="http://www.outsourcingpipeline.com/56200456" TARGET="_top" TITLE="http://www.outsourcingpipeline.com/56200"><U><B>Stay-at-home Reps Stem Offshore Outsourcing</B></U></A></div> <div>            <FONT SIZE="2" COLOR="#000000" FACE="Arial" >OutsourcingPipeline, December 22, 2004</FONT></div> <bR> <bR> <div> <A HREF="http://www.c-interface.com/customerinterface/article/articleDetail.jsp?id=132646" TARGET="_top" TITLE="http://www.c-interface.com/customerinter"><U><B>Home-Based Agents: An Alternative To Offshore Outsourcing?</B></U></A></div> <div> <FONT SIZE="3" COLOR="#000000" FACE="Arial" >        </FONT> ICCM Weekly, November 8, 2004,</div> <bR> <bR> <div> <A HREF="http://www.tmcnet.com/cis/1004/outsourcing.htm" TARGET="_top" TITLE="http://www.tmcnet.com/cis/1004/outsourci"><U><B>Offshore Versus Domestic: Pros And Cons</B></U></A></div> <div>          <FONT SIZE="2" COLOR="#000000" FACE="Arial" >Customer Inter@ction Solutions, October 2004</FONT></div> <bR> <bR> <div> <A HREF="http://crmguru.custhelp.com/cgi-bin/crmguru.cfg/php/enduser/std_adp.php?p_faqid=1354" TARGET="_top" TITLE="http://crmguru.custhelp.com/cgi-bin/crmg"><U><B>The Virtual Contact Center: Alleviating the Burn From the Churn</B></U></A></div> <div> <FONT SIZE="4" COLOR="#000000" FACE="Arial" ><B>      </B></FONT>By Bruce McCracken, <A HREF="http://www.beagleresearch.com/" TARGET="_top" TITLE="http://www.beagleresearch.com/"><U>Beagle Research</U></A></div> <bR> <bR> <div> <A HREF="id195.htm" TARGET="_top" TITLE="ANSWERING CALL OF CHANGE"><U><B>ANSWERING CALL OF CHANGE: </B></U></A></div> <div> <A HREF="id195.htm" TARGET="_top" TITLE="ANSWERING CALL OF CHANGE"><U><B>COMPANIES ARE TURNING TO AT-HOME WORKERS </B></U></A></div> <div> <A HREF="id195.htm" TARGET="_top" TITLE="ANSWERING CALL OF CHANGE"><U><B>TO HANDLE CUSTOMER-SERVICE CALLS </B></U></A></div> <div> <B>           </B><FONT SIZE="3" COLOR="#000000" FACE="Arial" >Orlando Sentinel, September 29, 2004</FONT></div> <bR> <bR> <div> <A HREF="http://www.computerworld.com/careertopics/careers/story/0,10801,95060,00.html?SKC=careers-95060" TARGET="_top" TITLE="http://www.computerworld.com/careertopic"><U><B>Career Watch, ComputerWorld column on TelCoa Advisory Board member, </B></U></A></div> <div> <B>       </B><A HREF="http://www.computerworld.com/careertopics/careers/story/0,10801,95060,00.html?SKC=careers-95060" TARGET="_top" TITLE="http://www.computerworld.com/careertopic"><U><B>Michael Amigoni of ARO Call Centers</B></U></A><B> </B></div> <bR> <bR> <div> <A HREF="http://www.crmbuyer.com/story/35267.html" TARGET="_top" TITLE="http://www.crmbuyer.com/story/35267.html"><U><B>Technology Helps Cut Churn</B></U></A></div> <div> <B>       </B><FONT SIZE="2" COLOR="#000000" FACE="Arial" >CRM Buyer, 07/22/04</FONT></div> <bR> <bR> <div> <A HREF="http://www.bizjournals.com/denver/stories/2004/07/19/focus5.html" TARGET="_top" TITLE="http://www.bizjournals.com/denver/storie"><U><B>Location not a problem for Alpine Access and its employees</B></U></A></div> <div> <B>       </B><FONT SIZE="2" COLOR="#000000" FACE="Arial" > Denver Business Journal, July 16, 2004</FONT></div> <bR> <bR> <div> <A HREF="http://www.tmcnet.com/cis/0704/ipcontact.htm" TARGET="_top" TITLE="http://www.tmcnet.com/cis/0704/ipcontact"><U><B>Enhancing Service And Reducing Costs With </B></U></A></div> <div> <A HREF="http://www.tmcnet.com/cis/0704/ipcontact.htm" TARGET="_top" TITLE="http://www.tmcnet.com/cis/0704/ipcontact"><U><B>The IP-Based Virtual Call Center</B></U></A></div> <div> <B>    </B><FONT SIZE="2" COLOR="#000000" FACE="Arial" >Customer Inter@ction Solutions, July 2004</FONT></div> <bR> <bR> <div> <A HREF="http://www.tmcnet.com/it/0704/fsiemens.htm" TARGET="_top" TITLE="http://www.tmcnet.com/it/0704/fsiemens.h"><U><B>IP Call Centers Deliver "Real Value in the Real World"</B></U></A></div> <div> <B>             </B><FONT SIZE="2" COLOR="#000000" FACE="Arial" >Internet Telephony,  July 4004</FONT></div> <bR> <bR> <div> <A HREF="http://www.tmcnet.com/cis/0604/outsourcing.htm" TARGET="_top" TITLE="http://www.tmcnet.com/cis/0604/outsourci"><U><B>Home-Based Agents: </B></U></A></div> <div> <B>     </B><A HREF="http://www.tmcnet.com/cis/0604/outsourcing.htm" TARGET="_top" TITLE="http://www.tmcnet.com/cis/0604/outsourci"><U><B>A</B></U></A><A HREF="http://www.tmcnet.com/cis/0604/outsourcing.htm" TARGET="_top" TITLE="http://www.tmcnet.com/cis/0604/outsourci"><U><B> Cost Saving Alternative To Offshoring?</B></U></A><A HREF="http://www.tmcnet.com/cis/0604/outsourcing.htm" TARGET="_top" TITLE="http://www.tmcnet.com/cis/0604/outsourci"><U><B> </B></U></A></div> <div> <B>           </B><A HREF="http://www.tmcnet.com/cis/0604/outsourcing.htm" TARGET="_top" TITLE="http://www.tmcnet.com/cis/0604/outsourci"><U><B>An Insightful Q&A With West Corporation</B></U></A></div> <div> <FONT SIZE="4" COLOR="#000000" FACE="Arial" ><B>             </B></FONT><B> </B>Customer Inter@ction Solutions, June 2004</div> <bR> <bR> <div> <A HREF="http://www.callcentermagazine.com/shared/article/showArticle.jhtml?articleId=21100001&classroom=" TARGET="_top" TITLE="http://www.callcentermagazine.com/shared"><U><B>Home Sweet Call Center</B></U></A></div> <div>            <FONT SIZE="2" COLOR="#000000" FACE="Arial" > </FONT><FONT SIZE="2" COLOR="#000000" FACE="Arial" >CallCenter Magazine, June 5, 2004</FONT></div> <bR> <bR> <div> <A HREF="http://www.informationweek.com/showArticle.jhtml?articleID=20900333&fb=20040615_software" TARGET="_top" TITLE="http://www.informationweek.com/showArtic"><U><B>There's No Stopping The Offshore-Outsourcing Train</B></U></A></div> <div>             <FONT SIZE="2" COLOR="#000000" FACE="Arial" >  InformationWeek, May 24, 2004 </FONT></div> <bR> <bR> <div> <A HREF="http://www.forbes.com/business/forbes/2004/0524/064.html" TARGET="_top" TITLE="http://www.forbes.com/business/forbes/20"><U><B>The Slipper Solution:</B></U></A></div> <div>           <FONT SIZE="4" COLOR="#000000" FACE="Arial" >JetBlue has figured out how to please critics </FONT></div> <div>                of offshoring--and company cost-cutters. </div> <div>                Let call-center employees work at home.</div> <div>                    <FONT SIZE="2" COLOR="#000000" FACE="Arial" >Forbes, May 24, 2004</FONT></div> <bR> <bR> <div> <A HREF="http://www.tmcnet.com/cis/0504/outsourcing.htm" TARGET="_top" TITLE="http://www.tmcnet.com/cis/0504/outsourci"><U><B>Losing Money By Spending Less</B></U></A><B>:</B></div> <div> <B>    </B><A HREF="http://www.tmcnet.com/cis/0504/outsourcing.htm" TARGET="_top" TITLE="http://www.tmcnet.com/cis/0504/outsourci"><U><B>When Outsourcing Customer Service Doesn’t </B></U></A></div> <div> <B>        </B><A HREF="http://www.tmcnet.com/cis/0504/outsourcing.htm" TARGET="_top" TITLE="http://www.tmcnet.com/cis/0504/outsourci"><U><B>Make Business Sense: A Case Study</B></U></A></div> <div> <B>           </B><FONT SIZE="2" COLOR="#000000" FACE="Arial" >Customer Inter@ction Solutions, May 2004</FONT></div> <div>    </div> <bR> <div> <A HREF="http://searchcio.techtarget.com/originalContent/0,289142,sid19_gci964023,00.html?Offer=ciocshoutsourcingcentral" TARGET="_top" TITLE="http://searchcio.techtarget.com/original"><U><B>Abroad and back -- outsourcing the wrong move for U.S. firm</B></U></A></div> <div>      <FONT SIZE="2" COLOR="#000000" FACE="Arial" >SearchCIO.com, 12 May 2004 </FONT></div> <bR> <bR> <div> <A HREF="http://www.callcentermagazine.com/shared/article/showArticle.jhtml?articleId=19400364" TARGET="_top" TITLE="http://www.callcentermagazine.com/shared"><U><B>Calling Home Agents</B></U></A></div> <div> <B>   </B><FONT SIZE="2" COLOR="#000000" FACE="Arial" >It's easier than ever to route calls to agents at remote locations, </FONT></div> <div>    thanks to new technologies, services and methods. And performance </div> <div>    might even improve, too.</div> <div>       Call Center Magazine, May 3, 2004</div> <bR> <div> <A HREF="http://www.callcentermagazine.com/shared/article/showArticle.jhtml?articleId=19400349" TARGET="_top" TITLE="http://www.callcentermagazine.com/shared"><U><B>Successfully Navigating the Offshore Outsourcing Waters</B></U></A></div> <div>   Weighing the risks of offshore outsourcing.</div> <div>      Call Center Magazine, May 3, 2004</div> <bR> <bR> <div> <A HREF="http://www.sfgate.com/cgi-bin/article.cgi?file=/chronicle/archive/2004/03/28/MNGFS3080R264.DTL" TARGET="_top" TITLE="http://www.sfgate.com/cgi-bin/article.cg"><U><B>Looking Offshore :</B></U></A></div> <div> <B>      </B><A HREF="http://www.sfgate.com/cgi-bin/article.cgi?file=/chronicle/archive/2004/03/28/MNGFS3080R264.DTL" TARGET="_top" TITLE="http://www.sfgate.com/cgi-bin/article.cg"><U><B>Outsourced UCSF notes highlight privacy risk </B></U></A></div> <div> <B>           </B><A HREF="http://www.sfgate.com/cgi-bin/article.cgi?file=/chronicle/archive/2004/03/28/MNGFS3080R264.DTL" TARGET="_top" TITLE="http://www.sfgate.com/cgi-bin/article.cg"><U><B>How one offshore worker sent tremor through medical system </B></U></A></div> <div> <B>              </B><FONT SIZE="2" COLOR="#000000" FACE="Arial" >San Francisco Chronicle, March 28, 2004</FONT></div> <bR> <bR> <div> <A HREF="http://www.silicon.com/management/itdirector/0,39024673,39116671,00.htm" TARGET="_top" TITLE="http://www.silicon.com/management/itdire"><U><B>How call centers caught the teleworking bug</B></U></A></div> <div>          <FONT SIZE="2" COLOR="#000000" FACE="Arial" >Silicon.com</FONT></div> <bR> <div> <A HREF="http://news.zdnet.com/2100-9584_22-5110933.html?tag=nl" TARGET="_top" TITLE="http://news.zdnet.com/2100-9584_22-51109"><U><B>Dell drops some tech calls to India</B></U></A></div> <div> <B>   </B><FONT SIZE="2" COLOR="#000000" FACE="Arial" >CNET News.com November 24, 2003</FONT></div> <bR> <bR> <div> <A HREF="http://www.berkeley.edu/news/media/releases/2003/10/29_outsource.shtml" TARGET="_top" TITLE="http://www.berkeley.edu/news/media/relea"><U><B>UC Berkeley study assesses 'second wave' of </B></U></A></div> <div> <B>         </B><A HREF="http://www.berkeley.edu/news/media/releases/2003/10/29_outsource.shtml" TARGET="_top" TITLE="http://www.berkeley.edu/news/media/relea"><U><B>outsourcing U.S. jobs</B></U></A><B> </B></div> <div> <B>            </B><FONT SIZE="3" COLOR="#000000" FACE="Arial" >Very interesting data included</FONT></div> <div>                      <FONT SIZE="2" COLOR="#000000" FACE="Arial" >From UC Berkeley News, October 29, 2003</FONT></div> <bR> <div> <A HREF="id156.htm" TARGET="_top" TITLE="Virtual Call Center Sponsors"><U><IMG SRC="21c4b260.gif" border=0 width="75" height="38" ALIGN="BOTTOM" HSPACE="0" VSPACE="0"></U></A></div> <bR> <bR> </td> </tr></table></body>