Customer Interaction Culture Key to Profitability

Exceptional customer service is key to building customer loyalty and, thus, ensuring long-term profitability. Loyalty shapes people’s choices on what they purchase, how they purchase and where they purchase. In a study conducted by the Forum Corp. on why customers changed brands, more than 60 percent switched because of poor service and lack of personal […]

Upstream Downstream

While DSL and T1 appear to be the most prevalent backhaul methods for Wi-Fi to date, companies and organizations offering Wi-Fi can choose from a range of backhaul options - satellite, broadband wireless, IP VPNs and VDSL - that vary in price, performance and compatibility with the application. “We’ve been working with several customers that are now […]

Balancing Act

Contact centers today are all about empowering agents, investing in their skill development and reducing escalating attrition. Yet, most companies still overly rely upon “the old ways” involving hard technical metrics that emphasize speed and quantity to track and manage agent performance. It has become all too easy to judge those agents who have the […]

BullsEye Telecom Reports Good Takeup of Corporate Advantage Program

BullsEye Telecom (Booth 428), through its Corporate Advantage program, has won the local telephone service contracts for several regional and national businesses that have multiple locations — crossing RBOC territories — throughout the United States. The year-old program enables businesses to consolidate their local service into one invoice with complete account management, reporting and analysis […]

Big Booths, High Energy Rally Attendees

February 2004 marked the return of the big booth to the CompTel/ASCENT Alliance shows, with companies including Sprint, BellSouth Interconnection Services, Qwest Communications International Inc. and MCI contributing to the re-energized feel of the telecom industry by erecting the large booths more often found in years past. Optimism and high hopes charged the atmosphere, and […]

Number Portability Confusion Good for Wireless ResellerBusiness Model

Posted: 2/2004 Number Portability Confusion Good for Wireless Reseller Business Model By Kelly M. Teal Wireless local number portability (WLNP) is a revenue generator tailor-made for Cellnet Communications, a 20-year-old wireless reseller serving Michigan and northern Ohio. Cellnet works mostly with large companies, but also individuals, helping sort through wireless carrier plans, coverage and pricing […]

Good Things Come in Small Packages

Posted: 10/2003 Good Things Come in Small Packages IP PBX Vendors Scale Products, Partner Programs to Serve SMBs By Tara Seals Though small and medium-sized businesses long have wanted to capitalize on the savings and convergence benefits that come with using IP PBXs and voice over IP, the pricey systems have remained out of their […]


Posted: 10/2003 Signs of the Times Do you ever wonder how we got here? Not so much the chain of events leading up to this moment, but why those events occurred in the first place? I do. In my own life, I am comforted that self-inflicted and external setbacks are indeed momentary and lead me […]

One More Time With Feeling

Posted: 7/2003 One More Time With Feeling In case you havent heard it by now, youll read in our review of the ASCENT 2003 Spring Conference & Networking Center on page 60, that ASCENT and CompTel are talking merger. Again. The groups have discussed a combination at least twice before. While its hard to hold […]

Soap Box: You Can’t Keep a Good Competitor Down

Posted: 5/2003 You Can’t Keep a Good Competitor Down By Walt Blackwell I have been president of the Association for Communications Enterprises (ASCENT) for nearly a year now and it’s been an exciting yet demanding time. In particular, I have enjoyed the challenge of understanding the telecommunications industry from the perspective of our members, which […]

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