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Abstract:
Automating Your Call Center Feedback. Solutions and Other Documents to Characterize Your Buy, In Relation To Automating Your
Call Center Feedback. Almost everyone has had a bad call center experience—due to long queues, ineffective interactive
voice response (IVR) systems, or an agent who doesn’t (...)
Excerpt related to
call center services:
Automating Your Call Center Feedback. Solutions and Other Documents to Characterize Your Buy, In Relation To Automating Your
Call Center Feedback. ...
Published:
2010-03-11
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Abstract:
The phone system in your call center should help you achieve some very specific objectives, such as: increasing revenue opportunities,
reducing costs, maximizing productivity, and improving customer satisfaction. This paper reviews seven leading call center
phone systems in order to help phone system buy (...)
Excerpt related to
call center services:
Best Phone Systems for a Successful Call Center. ... Download <strong>Best
Phone Systems for a Successful Call Center</strong>. Comments: ...
Published:
2010-09-21
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Abstract:
Call Center Buyer's Guide. Read White Papers and Other Software for Your Analysis Related to the Call Center Buyer's Guide.
A call center can be so much more to your enterprise than a costly necessity. By carefully selecting an on-premise contact
center solution, your company can boost revenues, retain cu (...)
Excerpt related to
call center services:
Call Center Buyer's Guide. Read White Papers and Other Software for Your Analysis Related to the Call Center Buyer's
Guide. A call center can be so...
Published:
2010-03-11
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Abstract:
Successful organizations ensure that customers receive accurate answers and efficient follow-through on all commitments.
Their call center agents are equipped to handle all incoming and outgoing transactions, and their managers can make decisions
based on timely administration, maintenance, and reporting (...)
Excerpt related to
call center services:
Turn Your Call Center into a Strategic Asset. ... Learn how new technologies
can help you improve your call center and reduce costs without losing customers. ...
Published:
2010-03-11
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Abstract:
An increasing number of companies are turning to business process outsourcing (BPO) because of the many advantages it provides.
In 2002, the outsourced call center industry reached $22 billion (USD) and is projected to increase to $25.7 billion (USD)
over the next two years to serve the growing demand. F (...)
Excerpt related to
call center services:
The Benefits of Call Center Outsourcing. Source ... where? Download <strong>The
Benefits of Call Center Outsourcing</strong>. Comments: ...
Published:
2010-03-11
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Abstract:
Call Center Buyer's Guide. Read White Papers and Other Software for Your Analysis Related to the Call Center Buyer's Guide.
A call center can be so much more to your enterprise than a costly necessity. By carefully selecting an on-premise contact
center solution, your company can boost revenues, retain cu (...)
Excerpt related to
call center services:
Call Center Buyer's Guide. Read White Papers and Other Software for Your Analysis Related to the Call Center Buyer's
Guide. A call center can be so...
Published:
2010-03-11
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Abstract:
Online services like Facebook and Twitter are rewriting the rules on customer service. Complaints that once would have stayed
at the water cooler are now broadcast effortlessly by consumers. And because these comments are searchable and permanent,
they are extraordinarily powerful. This paper presents th (...)
Excerpt related to
call center services:
... Center: Three Lessons Every Call Center Manager Should
Learn and Apply. Source: Fonolo. Document Type: White Paper Description: Online services like Facebook and
...
Published:
2011-09-26
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Abstract:
Contact center solutions are often rigid and hardware based, making it difficult and expensive to respond effectively to
customer needs. An effective response leverages all of your organization’s expertise to deliver an effective customer experience.
This paper discusses a comprehensive solution that p (...)
Excerpt related to
call center services:
... Source: SAP. Document Type: White Paper Description: Contact center solutions are often
rigid and hardware based, making it difficult and expensive to respond ...
Published:
2011-03-15
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Abstract:
Last year’s deregulation of the financial services industry changed the competitive pressures on banks, brokerages, and insurance
companies. Firms in this industry have been forced to expand and reorganize their offerings around the customer rather than
around products. This makes a perfect case for (...)
Excerpt related to
call center services:
Last year’s deregulation of the financial services industry changed the competitive pressures on banks, brokerages, and insurance
companies. Firm...
Published:
2000-11-02
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Abstract:
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management)
have, despite initial glitches, reportedly helped some service companies realize remarkable returns on investment in addition
to improved customer satisfaction rates. (...)
Excerpt related to
call center services:
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management)
have, despite initi...
Published:
2009-09-04
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Abstract:
Get optimum efficency and productivity cocnerning human resource (HR) shared services.Free whitepapers. There’s nothing like
a recession to reveal the efficacy of shared services as a delivery model for human resources (HR) administration. Companies
experienced with HR shared services find the model eff (...)
Excerpt related to
call center services:
HR Shared Services: A Fresh Look. Source: SAP. ... Source: SAP. Resources Related to HR
Shared Services: A Fresh Look: Shared Services (Wikipedia); ...
Published:
2010-03-11
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Abstract:
Are you moving to call-center multisourcing to save money? Did you know that many multisourced agents use varied and unreliable
systems? This leads to unavailable agents and, consequently, long waits for your customers. Are all call centers like this?
No. Call centers using a common hosted platform share (...)
Excerpt related to
call center services:
Maximizing the Savings of Call-center Multisourcing While Protecting Service Levels. Source:
Echopass Corporation. Document Type: White ...
Published:
2010-03-11
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Abstract:
As a company in the financial sector, you place extremely high demands on your call center. The complicated and sensitive
nature of the calls requires an agent who is highly trained and experienced. This leads to a high cost per call. At the same
time, sacrificing caller satisfaction is not an option. Th (...)
Excerpt related to
call center services:
Fonolo for the Financial Industry: Reducing Call Center Costs While Improving the Customer
Experience. Source: Fonolo. Document Type ...
Published:
2011-09-24
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Abstract:
Washington Information Network 2-1-1 (WIN 211), was the non-profit organization tasked with implementing an integrated call
center solution in the State of Washington (US). WIN 211’s challenge was to define system requirements, and select a vendor
that could interconnect eight call centers into a singl (...)
Excerpt related to
call center services:
... Description: Washington Information Network 2-1-1 (WIN 211), was the non-profit organization tasked with
implementing an integrated call center solution in the ...
Published:
2010-03-11
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Excerpt related to
call center services:
... It should always be remembered that the call center environment involves
more than just systems and protocols; it also involves the all-important factor in ...
Published:
2008-07-15
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Abstract:
The business case for integrating call center service resolution management into customer relationship management is becoming
increasingly obvious, as companies need to rely more on inbound (customer-generated) calls than on outbound telemarketing
efforts. (...)
Excerpt related to
call center services:
The business case for integrating call center service resolution management into customer relationship management is becoming
increasingly obvious...
Published:
2007-12-07
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Abstract:
Product Lifecycle Management (PLM) addresses the full lifecycle of a product. The focus of most of the current PLM solutions,
however, does not make the most of the value available from servicing products after they have been sold. Service Lifecycle
Management (SLM) promises valuable business benefits (...)
Excerpt related to
call center services:
... manage the total lifecycle of the service requirement in a continuous business process, integration between
the Call Center and Field Services capabilities is ...
Published:
2003-06-11
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Abstract:
Product Lifecycle Management (PLM) addresses the full lifecycle of a product. The focus of most of the current PLM solutions,
however, does not make the most of the value available from servicing products after they have been sold. Service Lifecycle
Management (SLM) promises valuable business benefits (...)
Excerpt related to
call center services:
... manage the total lifecycle of the service requirement in a continuous business process, integration between
the Call Center and Field Services capabilities is ...
Published:
2003-06-11
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Abstract:
Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible.
Hence the need for knowledge management software, which helps companies segment and then distribute the information their
customers want to know. (...)
Excerpt related to
call center services:
Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible. Hence
the need for knowle...
Published:
2007-12-12
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Abstract:
Lipstream, the company that provides voice enabled chat to Excite, also supplies Voice over IP software to eCRM vendors.
Kana is the most recently announced CRM customer. Kana has voice enabled their RealTime offering to provide ecommerce sites
a way to talk to their customers. (...)
Excerpt related to
call center services:
Lipstream, the company that provides voice enabled chat to Excite, also supplies Voice over IP software to eCRM vendors. Kana
is the most recentl...
Published:
2000-09-06