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| Nov 8, 2009 |
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IT Management >
Systems Operations >
Systems Management >
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ALSO CALLED: Customer Call Center Management and Call Centre Management
DEFINITION: Click-to-callback is a Web-based customer relationship management (CRM) technology that enables users browsing a company's Web site to leave a phone number where a company representative can call them back with more information. Both click-to-callback and a related technology called automatic callback are frequently used in call centers. In a call center, click-to-callback is designed to balance the
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Definition continues below.
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Call Center Management White Papers
(View All Report Types)
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6 Matches
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Security in the Call Center: Verifying Customer Identities without the Inconvenience
sponsored by RSA, The Security Division of EMC
WHITE PAPER:
Is securing the Call Center possible without impacting the customer experience? This paper discusses the advantages and benefits of using knowledge-based authentication (KBA) to bolster Call Center security over other solutions.
Posted: 25 Sep 2009 | Published: 25 Sep 2009
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Communications Skills for Remote Support
sponsored by LogMeIn, Inc.
WHITE PAPER:
A new era of on-demand remote support has brought with it a unique challenge to the agents who practice it: a new level of transparency for their interpersonal skills. In this white paper, you'll learn from an experienced communications skills expert, 4 specific steps to help supercharge your customer relationships in an era of remote support.
Posted: 16 Sep 2009 | Published: 16 Sep 2009
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VoIP and Lower TCO Will Drive Adoption of Hosted On-Demand Contact Centers
sponsored by Five9
WHITE PAPER:
Read this paper to learn how organizations that have selected a hosted contact center solution have minimized or even eliminated the cost of their IT or telecom support departments. Keep reading to learn what the benefits a hosted contact center solution can have for your company.
Posted: 10 Sep 2009 | Published: 10 Sep 2009
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Best Practices in the Call Center: A Customer Touch-Point Methodology
sponsored by Oracle Corporation
WHITE PAPER:
One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions.
Posted: 26 Jan 2009 | Published: 26 Jan 2009
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Still Struggling to Reduce Call Center Costs without Losing Customers?
sponsored by SAP America Inc
WHITE PAPER:
Efficient call centers that also meet customer expectations is a challenge that many organizations face. Discover the key steps to turning your call center into a strategic asset.
Posted: 01 Feb 2008 | Published: 01 Feb 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: 07 Nov 2007
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CALL CENTER MANAGEMENT DEFINITION (continued): … Click-to-callback is a Web-based customer relationship management (CRM) technology that enables users browsing a company's Web site to leave a phone number where a company representative can call them back with more information. Both click-to-callback and a related technology called automatic callback are frequently used in call centers. In a call center, click-to-callback is designed to balance the load. Although the system may initially increase call volume by directing online customers to the phone, agents can guide customers through Web self-service, alleviating call center burdens down the line.Getting started with click-to-callback To explore how click-to-callback is used in the enterprise, here is an additional resource:Demystifying unified communications deployment strategies: Learn to understand your infrastructure and how best to move forward with your UC goals. |
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