E-Channel: E-Markets Empower Buyers with RFQ Process

Posted: 11/2000 E-Markets Empower Buyers with RFQ Process By Bruce Christian Having the right to choosewithout being subject to high-pressure, faceless telemarketers or one-on-one meetings with agents desperately seeking salesgives power to the buyer. Empowering buyers with choice is integral to the request for quotation (RFQ) process now commonly used by multivendor e-marketplaces. "RFQ is […]

Trading Post

Q: What Is the Role of Pooling Points? A: Key components of capacity trading and a liquid marketplace include: A standardized contract that eliminates the lengthy negotiations that attend the one-off purchase and sale agreements used today; marketplaces or mechanisms–online exchanges, brokers and the like–for matching buyers and sellers, supplying credit and settlement support, and […]

Trading Post

Q: What is the Purpose of a Pricing Index? A: The concept is not new; indices are used as pricing mechanisms in stock and commodity markets. The ability to buy or sell bandwidth based on an index price is an alternative to the standard “fixed price”bids or offers.Q: What is an index?A: An index is […]

Trading Post

Trading Post Q: What is the role of the OTC broker? A: One of the emerging players in the bandwidth commodity trading market is the over-the-counter (OTC) phone broker; a middleman whose function is to find counter-parties for its customer’s trades.The broker is much like a marketing subcontractor, searching through the marketplace for the most […]

TAG, You’re It

Posted: 10/1999 TAG, You’re It If you’ve ever taken the time to read PHONE+’s tagline (it’s underneath the logo on the cover … go ahead and take a look), you’ll see that it’s not only a trade magazine for carriers and resellers, but for agents as well. Uniquely, PHONE+ devotes a portion of its monthly […]

Carriers, Customers Connect Via ‘Click-Here’Care

Posted: 08/1999 Carriers, Customers Connect Via ‘Click-Here’ Care By Susan Helen Moran Under a spring agreement with Just In Time Solutions, San Francisco, AT&T Corp. is poised to offer its 70 million residential customers web-based billing and customer care. With this move, the long distance giant will transform what was once a differentiator for smaller […]

Call Centers: Beyond Order-Taking

Posted: 07/1999 Call Centers: Beyond Order-Taking By David Schock As competition continues to increase in the telecommunications industry, carriers are reorienting various business units accordingly. This includes call centers, where sales agents are being trained to apply consultative sales techniques and use competitive sales tools to retain, win back and acquire customers. Agents are moving […]

10 Tips for Improved Customer Service

Posted: 10/1998 10 Tips for Improved Customer Service Test-drive your competition. How do you stack up? By Peggy Moretti Recent findings indicate that telecommunications service providers can ill-afford to be complacent when it comes to providing customer care. According to J.D. Power and Associates’ 1998 Residential Local Telephone Service Satisfaction Study, most of the independent […]

Sprint, the Media and the Truth about Customer Satisfaction

Posted: 09/1998 Sprint, the Media and the Truth about Customer Satisfaction By Casey Freymuth For the fourth consecutive year, Sprint Communications Co. has topped the industry in J.D. Power and Associates’ 1998 Residential Long Distance Telephone Customer Satisfaction Study (see page 19) among high-volume users spending more than $50 per month. Undoubtedly, major newspapers nationwide […]

Ins & Outs of Call Center Outsourcing

Posted: 09/1998 Ins & Outs of Call Center Outsourcing By Ken Branson As the competitive seas are overrun, long distance companies are crowding on canvas and lightening ship. Anything that isn’t a "core competency" or "strategic" or can be done more efficiently by someone else may be dropped over the corporate gunwale. This includes call […]

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