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| IT Management > Systems Operations > Systems Management > |
Call Center Management
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ALSO CALLED: Customer Call Center Management and Call Centre Management
DEFINITION: Automatic callback is a telephone system feature that permits a caller who gets a busy signal to instruct the system to establish the connection when the line becomes available. The system does this by retaining both the called and calling numbers, redialing the called number periodically and alerting
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| 1 - 10 of 14 Matches | |
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Best Practices for Remote Support and Services
| sponsored by Citrix Online - GotoAssist
CASE STUDY:
After evaluating a number of free and fee-based services, PlumChoice's team selected the Citrix® GoToAssist Web-based support service.
Posted: 02 Jul 2008 | Published: 25 Jun 2006
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Proactive Contact Center Management: A New Paradigm for Driving Continuous Improvement?
| sponsored by Genesys
WHITE PAPER:
This white paper is intended to give you a sense of what these new proactive management technologies can do for you, and to help you establish criteria for evaluating products in this arena.
Posted: 03 Jun 2008 | Published: 01 Jan 2006
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CosmoCom Consolidates VisitBritain's Highly Distributed Global Contact Center
| sponsored by CosmoCom, Inc.
CASE STUDY:
A CosmoCom Consolidation 2.0 solution case study: The VisitBritain contact center, a globally distributed Virtual Contact Center with many individual sites.
Posted: 27 May 2008 | Published: 01 Jan 2007
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Consolidation 2.0: Consolidation Trends in Contact Center Technologies and Operations
| sponsored by CosmoCom, Inc.
WHITE PAPER:
This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment.
Posted: 27 May 2008 | Published: 01 Jan 2008
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Moving beyond the Queue - Focusing on the Real-Time Customer
| sponsored by Inova Solutions
WHITE PAPER:
In this paper, Tim Montgomery, a highly regarded industry consultant, speaker and author explores new ideas on ways every call center can keep up with new customer demands.
Posted: 20 May 2008 | Published: 19 May 2008
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Success Story: Communications - AT&T
| sponsored by Genesys
CASE STUDY:
The company wanted to meet a goal of answering 92% of all customer calls before abandonment, without adding staff.
Posted: 19 May 2008 | Published: 01 May 2008
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Using Real-Time Information to Improve Contact Center Performance
| sponsored by Genesys
PODCAST:
From this 15-minute podcast, you'll walk away with ideas about how real-time analytics can enhance call center performance and how to execute on a real-time strategy in your call center.
Posted: 05 May 2008 | Premiered: 05 May 2008, 09:00 EDT (13:00 GMT)
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Analytics-driven Workforce Optimization: An Essential Approach to Enterprise Customer Service
| sponsored by Verint Witness Actionable Solutions
WHITE PAPER:
Learn more about analytics in the contact center and how analytics forms part of an advanced workforce optimization solution that can impact areas beyond the contact center, including branch-office interactions and back-office operations.
Posted: 03 Apr 2008 | Published: 01 Apr 2008
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Addressing Common Contact Center and Enterprise Business Issues with Speech Analytics
| sponsored by Verint Witness Actionable Solutions
WHITE PAPER:
As a solution to contact center issues, this paper suggests Speech analytics, which gives organizations the ability tap into existing recorded customer interactions to gain actionable intelligence for improving business performance.
Posted: 03 Apr 2008 | Published: 01 Apr 2008
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Top 10 Tips on Getting Started with Speech Analytics
| sponsored by Verint Witness Actionable Solutions
WHITE PAPER:
By enabling enterprises to mine large volumes of recorded customer/agent voice interactions, speech analytics is redefining quality in a way that can promote greater customer satisfaction, loyalty, and value.
Posted: 03 Apr 2008 | Published: 01 Dec 2007
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CALL CENTER MANAGEMENT DEFINITION (continued): … Automatic callback is a telephone system feature that permits a caller who gets a busy signal to instruct the system to establish the connection when the line becomes available. The system does this by retaining both the called and calling numbers, redialing the called number periodically and alerting the caller when the connection has been made. Automatic callback can be a function of the terminal, the switching system or may be shared between the two. Automatic callback and a related technology called click-to-callback are frequently used in call centers.
Call Center Management definition sponsored by SearchCRM.com, powered by WhatIs.com an online computer dictionary
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