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Contact Centers
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ALSO CALLED: CIC, eContact Centers, Customer Interaction Centers, Enterprise Contact Centers, and Web-enabled Call Centers
DEFINITION: A contact center (also referred to as a customer interaction center or e-contact center) is a central point in an enterprise from which all customer contacts are managed. The contact center typically includes one or more online call centers but may include other types of customer
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Definition continues below.
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| 1 - 10 of 26 Matches | |
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Enterprise Benefits of Real-time Contact Center Performance Management
| sponsored by Genesys
WHITE PAPER:
Real-time CCPM solutions give contact center management an objective and quantifiable method for identifying, capturing and communicating customer or operational issues quickly enough to prevent them from causing more damage.
Posted: 17 Jul 2008 | Published: 03 Apr 2008
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The Cold Truth about Customer Surveys: Companies want them. Customers shun them.
| sponsored by Verint Witness Actionable Solutions
WHITE PAPER:
Customer feedback solutions use short, context-sensitive, dynamic surveys to capture information from customers across all channels of contact and these solutions allow the contact center to create and modify customer surveys themselves.
Posted: 30 Jun 2008 | Published: 01 Jun 2008
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Bringing Personalized Financial Services to Farmers
| sponsored by Cisco Systems, Inc.
VIDEOCAST:
In this case study read how MidAtlantic Farm Credit, a financing company for agribusiness and rural homeowners, utilized Cisco Unified CallConnector for Microsoft Dynamics CRM to provide a 360-degree view of customer information to every employee.
Posted: 19 Jun 2008 | Premiered: 19 Jun 2008
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Essential Manager's Guide: Intelligent Communications
| sponsored by Avaya Inc.
WHITE PAPER:
Custom publication book leveraging the DK Brand - Essential Managers; thought leadership addressing business needs and value of Intelligent communications.
Posted: 09 Jun 2008 | Published: 05 Jun 2008
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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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The Intelligent Customer Front Door: Go Beyond the Limitations of Traditional Interactive Voice Response (IVR) to Deliver Superior Customer Service
| sponsored by Genesys
WHITE PAPER:
This white paper discusses how companies can transform customer service by applying intelligent business rules for optimal efficiency and a competitive advantage.
Posted: 03 Jun 2008 | Published: 01 Apr 2008
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Go Green with Home Agents
| sponsored by Avaya Inc.
WHITE PAPER:
This paper summarizes for contact center managers the facts and fiction regarding the environmental benefits of home agent programs.
Posted: 02 Jun 2008 | Published: 01 Mar 2008
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Extraordinary Customer Service
| sponsored by Avaya Inc.
BOOK:
Extraordinary Customer Service explores the contact center as a strategic part of your enterprise--where you can leverage differentiated services to provide a superior customer experience that can build brand loyalty and increase profits.
Posted: 02 Jun 2008 | Published: 01 May 2008
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Implementing a Telecommuting Program
| sponsored by Avaya Inc.
WHITE PAPER:
This paper examines the implementation of telecommuting capabilities, from an operations management perspective.
Posted: 02 Jun 2008 | Published: 01 Jan 2008
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Best Practices for Home Agents
| sponsored by Avaya Inc.
WHITE PAPER:
The best practices described in this paper do not necessarily apply to every telecommuter, virtual office worker, or home-based business -- those are more general topics than that of home agents.
Posted: 02 Jun 2008 | Published: 01 Feb 2008
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CONTACT CENTERS DEFINITION (continued): … contact as well, including e-mail newsletters, postal mail catalogs, Web site inquiries and chats, and the collection of information from customers during in-store purchasing. A contact center is generally part of an enterprise's overall customer relationship management ( CRM). A contact center would typically be provided with special software that would allow contact information to be routed to appropriate people, contacts to be tracked, and data to be gathered. A contact center …
Contact Centers definition sponsored by SearchCRM.com, powered by WhatIs.com an online computer dictionary
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