ALSO CALLED: Call Centres DEFINITION: There are four different types of information on the telephone activity of your call center: Agent data, Queue data, CDN data and Trunk data. A data item (such as Accepted Calls) that appears in a Queue report can be defined differently in a CDN report or in a Trunk report.
SUMMARY:
This white paper addresses high labor costs that are inevitable with contact centers and how a telecommuting or home agent program can greatly reduce your labor cost while increasing productivity of your contact center.
WEBCAST: Posted: 09 Apr 2008 | When: Available On Demand
SUMMARY:
This presentation will outline the various means for a call center to measure effectiveness, which provide the balance in the balance scorecard.
CASE STUDY: Posted: 08 Apr 2008 | Published: 01 Jan 2007
SUMMARY:
Using Envinsa® from Pitney Bowes MapInfo, Cellular South has increased overall knowledge of service availability for customers and employees, drastically improving customer service and decision making across the entire company.
CASE STUDY: Posted: 28 Mar 2008 | Published: 01 Jan 2008
SUMMARY:
To address the high costs of network operations and of deploying new centres, VAA decided to transition to a Voice over Internet Protocol (VoIP) infrastructure and upgrade its contact centre solutions to help manage its extensive growth.
WHITE PAPER: Posted: 26 Mar 2008 | Published: 01 Sep 2007
SUMMARY:
Sterling Commerce provides a complete suite of applications geared to solving a service provider's customer-centric initiatives--Sterling Multi-Channel Selling.
CASE STUDY: Posted: 12 Mar 2008 | Published: 01 Jul 2007
SUMMARY:
The implementation of Resolution Accelerator was accomplished in less than three months and began providing immediate benefits in terms of reducing exception load and tracking exception volume.
SOFTWARE LISTING: Posted: 10 Mar 2008 | Published: 01 Jan 2006
SUMMARY:
ExtraView Customer Support provides controlled access screens where customers and partners may enter problem reports and enhancement requests over the Web.
SOFTWARE LISTING: Posted: 10 Mar 2008 | Published: 01 Jan 2006
SUMMARY:
ExtraView Defect Tracker provides controlled access screens where customers and partners may enter problem reports and enhancement requests over the Web.
TECHNICAL ARTICLE: Posted: 06 Mar 2008 | Published: 29 Jan 2008
SUMMARY:
When executives at corporate express began looking at ways to improve efficiency, they find more than two dozen separate customer data system running throughout the company.
CALL CENTERS DEFINITION (continued): … href="http://itknowledgeexchange.techtarget.com/itanswers/tag/crm/?Offer=call-center-terms">Ask your questions about CRM at ITKnowledgeExchange.com
Abandoned Calls (CDNs) The number of calls accepted into the CDN, but abandoned before being answered through the controlled operation or routed according to the CDN's script.
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