Hello Everybody.

To those who remember the name - I'm back -. To those who dont, then hello.

Potted history. Used to look after a small call centre down in Basingstoke. Decided to leave that and become a field engineer, looking after other peoples systems and call centres.

Now after being offered a job I couldnt refuse I am back in house looking after Nortel systems and contactc centre for a major international company. Nice being in a warm building all the time.

Look forward to catching up with the site.

Paul.

:D

I always thought that moving into a field engineer kind of role would really give you a lot of exposure and experience, though I don't think it would be a career for me.

Welcome back eh.

Hi all,

I live in South West London and have just started working for a profiling company and having read about the employee retention challenges faced by call centres wanted to explore if the product can be used to assist.

Am hoping to meet a few contacts here who work in call centres who may be interested in this sort of work and possibly doing a trial/case study.

My main interests outside of work are fighting the flab, putting it back on, watching football (Liverpool) and riding my bike.
cheers
Dave

Hey all,

Found this website while cruising other call-center management websites. Love the site so far.

I am Becky Kleinfelter, right now I am titled "Teleservices Agent" for Harte-Hanks. The company has a contract with a very large home and industrial tool supply company in the US, so I mostly handle parts sales and trouble-shooting (as in, "How do I wind the string on my weed whacker?). While I'm not in management yet I'm definitely looking forward to moving up in the company, especially in quality and/or some form of process improvement.

Personally, I am a computer game junkie and love reading. I'm also the proud owner of a Yamaha Vino motorscooter which gets an awesome 100 miles to the gallon (makes everyone at work jealous!).

Greetings!
Becky

Hi all, my name is Walter and I'm from Australia.

I run a company in China called Occident Systems, which is an IT consultancy currently focused on developing a wholly-owned, direct-relationship hotel booking network for mainland China (the largest market in the world for this industry).

Coming from an IT background, as the owner I am basically involved hands-on in all decisions relating to infrastructure design, development, deployment, as well as HR and operations.

We are currently in the final stages of building a world-class call centre - at least terms of technology and cost efficiency - based on open source software, which is my reason for checking in here.

Our system, which was designed from scratch, uses a tightly integrated suite of open source components along with some custom code:
- asterisk server for voice
- hylafax for faxes (via asterisk)
- diskless linux workstations for agents
- 100% VOIP call center with single sign-on (terminal/web/IM/VOIP)
- internal XMPP (jabber) messaging for all agents
- international server infrastructure
- MySQL database + global replication
- custom-built universal queue (UQ) support
- SMS integration
- custom-built multi-currency accounting system
- coming soon: email + (supplier/customer) IM integration

All of our operations are multilingual / multi-currency, geo-aware and highly automated.

I'd very much like to speak with anyone else who is developing an ambitious project based on integrating asterisk and other open source tools, or anyone else in the hotel booking industry.