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Call Centers
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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.Ask your questions about CRM
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| 14 Matches |
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The Business Case for Desktop Integration: A practical solution with rapid ROI
| sponsored by Cicero Inc.
WHITE PAPER:
This paper describes the relationship between desktop integration and customer experience, the business benefits of building a logically integrated structure, and the best architecture for achieving the maximum benefits. It examines two successful implementations where desktop application integration has produced measurable results.
Posted: 10 Jun 2009 | Published: 10 Jun 2009
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Creating a Win-Win for Call Center Outsourcers and Their Customers
| sponsored by Cicero Inc.
WHITE PAPER:
This paper examines how Business Process Outsourcers (BPO) are using Desktop Integration to address some of the business and technical challenges facing Outsourcers in today's difficult economic environment. Learn how outsourcers are using desktop integration to streamline workflows, improve service levels, reduce costs, plus much more.
Posted: 10 Jun 2009 | Published: 10 Jun 2009
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Better Customer Insight, Better Bottom Line: Gaining Insight from Unified Information Access
| sponsored by Attivio, Inc.
WHITE PAPER:
In order to protect revenue and ensure the continuation of a company's most important customer relationships, it takes a 360 degree view of every customer to drive retention and loyalty improvement. Read this white paper to discover the uses and advantages of unified information access as well as VOC (voice of the customer) efforts.
Posted: 08 May 2009 | Published: 01 Dec 2008
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Expand Your Reach: Mastering Multi-Modal Survey Research
| sponsored by SPSS Inc. Worldwide Headquarters
WEBCAST:
Whether it's in your call center, on the Web, or in-person, effective survey research requires proven practices that reach across the board. In this webcast, you learn how to cut the costs and improve the performance of your survey research efforts - regardless of where you reach your respondents or what language they speak.
Posted: 04 May 2009 | Premiered: Available On Demand
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Call Center Suite SearchCRM.com Product Directory
| sponsored by SearchCRM
WHITE PAPER:
Before purchasing call center technology, it is critical to properly research and evaluate the vendors and products that exist in today's call center market. This directory was designed to be a valuable resource for those getting started with research or evaluating vendors in the call center market.
Posted: 27 Feb 2009 | Published: 27 Feb 2009
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Employee Productivity Suite: SpeechAttendant®/OpenSpeechAttendant™
| sponsored by Nuance
PRODUCT LITERATURE:
By offering your callers the convenience and ease of use of a speech-enabled auto attendant system, your organization will reap the benefits of decreased telecommunications costs, increased employee productivity, and an enhanced corporate image.
Posted: 25 Feb 2009 | Published: 25 Feb 2009
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Employee Productivity Suite: Imagine a Healthcare Campus Where Productivity is Powered by the Human Voice
| sponsored by Nuance
WHITE PAPER:
Nuance's Employee Productivity Suite provides speech-driven applications that cut costs while enhancing faculty, staff and patient communications, productivity and business processes - within a hospital or across campuses and facilities.
Posted: 25 Feb 2009 | Published: 25 Feb 2009
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Employee Productivity Suite: Imagine Government Agencies where Productivity is powered by the Human Voice
| sponsored by Nuance
PRODUCT LITERATURE:
Nuance's Employee Productivity Suite provides speech-driven applications that cut costs while enhancing employee and contractor communications, productivity and business processes - within or across government offices and agencies.
Posted: 25 Feb 2009 | Published: 25 Feb 2009
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Employee Productivity Suite: Imagine a Campus where Productivity is powered by the Human Voice
| sponsored by Nuance
PRODUCT LITERATURE:
Nuance's Employee Productivity Suite provides speech-driven applications that cut costs while enhancing faculty, staff and student communications productivity and business processes.
Posted: 25 Feb 2009 | Published: 25 Feb 2009
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HSN Case Study on Achieving a Zero-Downtime Oracle Siebel CRM Migration
| sponsored by GoldenGate Software, Inc.
CASE STUDY:
Read this case study to discover how by selecting GoldenGate, HSN opted for a phased migration approach using a live parallel configuration that enabled full synchronization of the old and new systems, zero-downtime, and minimized business risk.
Posted: 29 Jan 2009 | Published: 29 Jan 2009
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Best Practices in the Call Center: A Customer Touch-Point Methodology
| sponsored by Oracle Corporation
WHITE PAPER:
This document explains about improving operational efficiencies and also customer satisfaction by establishing own customer touch-point methodology.
Posted: 26 Jan 2009 | Published: 26 Jan 2009
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Differentiation through Service Excellence Driving Customer Loyalty and Service Profitability
| sponsored by SAP America Inc
WHITE PAPER:
The importance of achieving service excellence is growing. Products are increasingly becoming commodities, and CEOs are recognizing that first-rate service is crucial to enhancing customer satisfaction. This paper explores the crucial links between customer service and customer satisfaction.
Posted: 17 Sep 2008 | Published: 17 Sep 2008
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CRM without Compromise: A Strategy for Profitable Growth
| sponsored by SAP America Inc
WHITE PAPER:
This white paper describes the concept of “CRM without compromise,” elucidating how organizations can maximize their results by taking a more structured, holistic approach to CRM across the enterprise to gain a competitive advantage and profitable growth.
Posted: 07 Nov 2007 | Published: 01 Apr 2007
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Empowerment as a Growth Strategy: How Empowering Customer-facing Employees Leads to Extraordinary Results
| sponsored by Oracle Corporation
WHITE PAPER:
Discover how empowering key customer-facing employees is the new path to achieving extraordinary, sustainable results. Read this white paper to learn four best practices on how establish an employee empowerment strategy.
Posted: 26 Sep 2007 | Published: 01 Sep 2007
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CALL CENTERS DEFINITION (continued): … at ITKnowledgeExchange.comAbandoned 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.Abandoned Calls (Queues) An incoming ACD call is counted as abandoned when the caller hangs up before the call is answered by an agent or before the call is routed off-site. The sum includes calls that abandon while waiting for an agent to answer the call at their telephone. Calls that abandon while … Call Centers definition sponsored by WhatIs.com, powered by WhatIs.com an online computer dictionary
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