sponsored by SAP AG
Posted:  01 Feb 2008
Published:  01 Feb 2008
Format:  PDF
Length:  5  Page(s)
Type:  White Paper
Language:  English
ABSTRACT:
Efficient call centers that also meet customer expectations is a challenge that many organizations face. Making the most of every call and operating your call center at a reasonable cost requires a balance between efficiency and effectiveness. Yet many organizations fail to even get the basics right and are far from turning their call centers into strategic assets. Discover how to turn your call center into a strategic asset by:

  • Ensuring availability to avoid excessive customer wait time
  • Empowering agents to resolve customer problems
  • Knowing your customer's history
  • Optimizing your agents' long-term performance
  • Managing your call center operations with the customer in mind



Authors

Tim Bolte
Vice President, Solution Management ,  SAP
Dr. Tim Bolte has worked in the Interaction Center area at SAP since 1999, and is now Vice President, Solution Management, SAP CRM Interaction Center. Prior to joining SAP, Tim worked as a consultant, advising companies in establishing and reorganizing their call centers, with a focus on business processes and workforce management. Tim received his doctorate at the University of Mannheim, Germany, for his thesis on CRM and call centers.

Rick Fleischman
Director of CRM Solution Marketing ,  SAP
Rick Fleischman is Director of CRM Solution Marketing at SAP Labs, LLC. He is responsible for marketing and positioning SAP CRM Service and Interaction Center, as well as SAP Business Communications Management. Rick has spent the last 19 years in software product marketing roles at leading technology companies including Apple, Netscape, Liquid Audio, and Blue Martini Software. Rick received his bachelor’s degree in computer science and engineering from the University of California, Los Angeles.



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