Call Center Management White Papers

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May 25, 2013

IT Management > Systems Operations > Systems Management >
Call Center Management
ALSO CALLED: Customer Call Center Management, 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 the caller when the connection has been made. Automatic callback can be a function of the terminal, … Definition continues below.
Call Center Management White Papers (View All Report Types)
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Productive Workforce sponsored by Aspect WHITE PAPER: Many contact centers can't keep up with the demands of the "Consumer 2.0" due to outdated technologies and inefficient call center staffing. In this resource, discover how a workforce optimization strategy can help you improve customer experience and reduce cost per interaction. Posted: 24 May 2013 \| Published: 31 Mar 2013 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Centers \| CRM \| Customer Satisfaction \| Customer Service \| Workforce Planning

Are Public Sector organisations embracing collaboration to provide more Seamless Service for the 24/7 citizen? sponsored by Aspect WHITE PAPER: Modern contact centers are faced with customer demands for consistent, 24/7 service and support - even the public sector. This in-depth survey report delves into the challenges that public sector contact centers face, highlights the key trends that will affect customer interaction, and investigates the success rates of cost-savings initiatives. Posted: 23 May 2013 \| Published: 23 May 2013 TOPICS: Call Center Management \| Call Centers \| Contact Centers \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Service \| Mobile Workers \| Social Networking \| Web 2.0

Making the Back Office Pay sponsored by Aspect WHITE PAPER: 42% of contact center decision-makers say they're unable to effectively manage end-to-end workflow of customer interactions, and one of the main reasons for this is sub-par back-office processes. In this resource, explore how improving back-office staff utilization and performance results in more accurate, timelier responses to customer queries. Posted: 23 May 2013 \| Published: 31 Mar 2013 TOPICS: Call Center Management \| Call Centers \| CRM \| Customer Service \| Employee Performance Management (EPM) \| Human Resources Management \| Workforce Planning

Why Cloud? Better Security than Most Companies Can Provide Themselves sponsored by Five9 WHITE PAPER: This white paper explains how cloud security may be the safer investment for businesses, including customer-oriented organizations and contact centers. Discover why moving applications to the cloud could better protect your data than if it were kept on-premise. Posted: 07 May 2013 \| Published: 07 May 2013 TOPICS: Call Center Management \| Call Centers \| Cloud Computing \| Cloud CRM \| Cloud Security \| CRM \| CRM Software \| Data Security

Can the Cloud Deliver More Up-time than On-premises Deployments? sponsored by Five9 WHITE PAPER: Many people suggest cloud computing offers increased up-time and app availability, but turn to this resource to investigate the truth behind this statement. Learn the key elements of achieving industry-leading application up-time, and the cost of delivering top-notch service from the cloud versus in-house systems. Posted: 26 Apr 2013 \| Published: 26 Apr 2013 TOPICS: Application Deployment \| Application Performance Management \| Call Center Management \| Cloud Computing \| Cloud Management \| CRM Software

Measuring the Return on Investment of APM sponsored by Lucierna WHITE PAPER: Application Performance Management (APM) is key to the success of enterprise applications. This white paper explains in detail how a business and its IT teams can work together to cut costs and increase revenue using APM. Read on to learn about specific benefits for both branches of an enterprise that come with APM. Posted: 06 Mar 2013 \| Published: 06 Mar 2013 TOPICS: Application Life-Cycle Management \| Application Monitoring \| Application Performance Management \| Applications Management \| Call Center Management \| Infrastructure Management \| User Experience

Unified Communication Manager - Class of Service sponsored by Global Knowledge WHITE PAPER: This whitepaper unveils how Class of Service within Cisco's Unified Communication Manager can help you control which phone numbers can be called by particular devices. View now to learn how this simple, flexible solution can be effective in numerous situations. Posted: 14 Feb 2013 \| Published: 14 Feb 2013 TOPICS: Access Control \| Access Control Software \| Access Rights \| Call Center Management \| Call Center Software \| Call Centers \| Call Forwarding Services \| Call Waiting Services \| IP Contact Centers \| IP Phones \| IP Routing \| IP Telephony \| PSTN

Delivering a Personalized Experience: the Multichannel Contact Center sponsored by Avaya WHITE PAPER: Whether your goal is to provide the best customer experience possible, increase sales, or reduce costs, the multichannel contact center delivers. Because customers want – and demand – access to customer service and support via their channel or media of choice, supporting a voice-only channel is no longer an option. Posted: 11 Feb 2013 \| Published: 11 Feb 2013 TOPICS: Call Center Management \| Call Center Services \| Call Center Software \| CRM Services \| CRM Software \| Customer Service \| Customer Service Best Practices \| Customer Support Software

3-2-1 Contact the Call Center sponsored by SearchCRM WHITE PAPER: Contact centers can't live in the past. This three-part handbook offers insight into how contact centers can modernize an agent's tools to meet the demands and needs of customers whose mobile and social empowerment has put companies in the virtual hot seat. Posted: 31 Jan 2013 \| Published: 31 Jan 2013 TOPICS: Call Center Management \| Call Center Software \| Knowledge Management \| Social Computing \| Web 2.0

The Inner Circle Guide to Cloud-Based Contact Center Solutions sponsored by Five9 WHITE PAPER: Consult this white paper to help determine if you're ready to make the transition to a cloud-based contact center. It outlines the many positive factors driving the uptake of cloud-based solutions, including, financial, functional, operational and strategic. Learn more about cloud-based contact centers by reading this white paper now. Posted: 28 Jan 2013 \| Published: 28 Jan 2013 TOPICS: Call Center Management \| Call Center Services \| Call Center Software \| Cloud Computing \| Cloud Storage

New World of Customer Expectations sponsored by Five9 WHITE PAPER: Today, customers are expanding their use of social networks and self-service is an important aspect of resolving issues. Consult this white paper to learn more about the business benefits of migrating and integrating your customer relationship management (CRM) solutions to the cloud. Posted: 25 Jan 2013 \| Published: 25 Jan 2013 TOPICS: Call Center Management \| Call Center Services \| Call Center Software \| Customer Support Software

The Next-Generation Contact Center sponsored by Aspect WHITE PAPER: Customers have more power than ever before in the buying process thanks to social media – experience can quickly be posted or tweeted, either boosting or slandering your brand reputation. Read this Forrester report to learn 6 features they recommend for future contact centers and a 4-step roadmap to better customer service. Posted: 20 Dec 2012 \| Published: 31 Oct 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Center Workforce Management \| Contact Centers \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices

Dying to Comply sponsored by Aspect WHITE PAPER: In 2010 when Ofcom, the United Kingdom's regulatory authority for communications industries, revised their regulations regarding outbound calling, businesses were outraged. Companies feared that the revisions would hinder their success. Read on to learn how complying with these changes can actually lead to improved performance and productivity. Posted: 18 Dec 2012 \| Published: 31 Oct 2011 TOPICS: Best Practices \| Call Center Management \| Call Centers \| Compliance (Systems Operations) \| Contact Center Management \| Contact Centers

Workforce Management in a contact centre sponsored by Aspect WHITE PAPER: In order to remain competitive, you need exceptional, 24x7 customer service. Savvy companies are integrating contact center processes with workforce management practices in order to enhance their service strategies. Read this expert report to learn 9 key business processes and 6 technologies required for a successful initiative. Posted: 18 Dec 2012 \| Published: 30 Jun 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Center Workforce Management \| Contact Centers \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Workforce Management Software

How Mobile Devices are Driving Innovations in Contact Centers sponsored by Avaya WHITE PAPER: Failing to adopt a customer service strategy for mobile devices could put your business at a serious disadvantage. Gartner research suggests that 80% of companies will suffer revenue loss from the lack of customer support on mobile devices by 2013. Read this paper to learn how to utilize the opportunities mobility offers customer service. Posted: 29 Oct 2012 \| Published: 29 Oct 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Centers \| CRM \| CRM Best Practices \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Mobile CRM

Best Practices in the Call Center: A Customer Touch-Point Methodology sponsored by Oracle Corporation UK Ltd 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: 10 Oct 2012 \| Published: 10 Oct 2012 TOPICS: Best Practices \| Call Center Management \| Call Center Services \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Centers \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices

The Social Customer ebook "Rethinking Customer Service: The Call Center as Corporate Information Hub" sponsored by SAP America, Inc. WHITE PAPER: This e-book looks at how the call center in particular can help drive a proactive, rather than reactive, approach to business. Experts from the call center world share strategies and mindset shifts that must take place as customers demand more and more information about the products and services that they consume. Posted: 21 Aug 2012 \| Published: 31 Dec 2011 TOPICS: Call Center Management \| Call Centers \| CRM \| CRM Best Practices \| Social Computing

Case Study: Fast, reliable Payment Card Industry compliance sponsored by Dell SecureWorks UK WHITE PAPER: To avoid fines and meet an upcoming compliance deadline, call centre services provider, RESPONSE (Building Rewarding Relationships), needed to improve security. Read this paper to learn how the organisation secured an easily installed and managed security solution that could also be deployed in time to meet the looming deadline. Posted: 18 Jul 2012 \| Published: 16 Jul 2012 TOPICS: Call Center Management \| Call Center Services \| CIOs \| Compliance (Systems Operations) \| Compliance Software \| Contact Center Management \| Contact Center Services \| Data Security \| Security

Benchmarking in the contact center: Tips for managing what you measure sponsored by Avaya WHITE PAPER: Benchmarking projects are a great way for contact center organizations to improve their operations in order to reconcile competing demands from customers and the business. Read this white paper to learn best practices for executing a successful contact center benchmarking project. Posted: 24 Oct 2012 \| Published: 31 Dec 2010 TOPICS: Benchmark Testing \| Call Center Management \| Contact Center Management \| Contact Center Software \| Contact Center Workforce Management \| Customer Satisfaction \| Customer Service \| Social Networking

Customer Care in a Social World: Are We There Yet? sponsored by Oracle Corporation WHITE PAPER: This paper explores and explains why the contact center is a key strategic focal point for customer engagement via social channels. Posted: 21 Sep 2012 \| Published: 01 Mar 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| Social Networking \| Web 2.0

Is Social Media Transforming Your Business? sponsored by Oracle Corporation WHITE PAPER: It's no secret that social media has changed consumer behaviors – but most companies are struggling to capitalize on the unique opportunities it has to offer. Review this resource to learn how incorporating social media into knowledge management, contact centers, and the Web can substantially enhance your customer's experience. Posted: 13 Sep 2012 \| Published: 01 Mar 2012 TOPICS: Call Center Management \| Call Centers \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Knowledge Management \| Knowledge Management Software \| Web 2.0

Why a Call Centric CRM? sponsored by CallPro CRM WHITE PAPER: Is your current customer relationship management (CRM) software negatively impacting your selling potential? Many of the CRM software options today have lost focus on their primary users – sales professionals – and are actually decreasing sales activity. Read on to learn how a call-centric CRM strategy can alleviate this challenge. Posted: 23 Aug 2012 \| Published: 01 Aug 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| CRM \| CRM Best Practices \| CRM Software \| Sales and Marketing Software \| Sales Force Automation \| Sales Representatives

What If Any Agent Could Take Any Call? sponsored by KANA WHITE PAPER: Good customer service involves leveraging policies, people, and technology to answer customer questions and solve problems with accuracy, speed, and consistency. Check out this paper for tips on how to relieve customer service pain points and get your agents able to answer calls with ease, and keep customers coming back time and time again. Posted: 22 Jun 2012 \| Published: 22 Jun 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Center Workforce Management \| CRM \| Customer Loyalty \| Customer Retention \| Customer Service

Six Best Practices for Agent Knowledge Management sponsored by KANA WHITE PAPER: Knowledge management can be a useful tool for improving the quality and efficiency of your contact center operations. This paper outlines a series of best practices to help you achieve maximum results from knowledge management within the contact center that will ultimately lead to better customer service, and higher revenues. Posted: 21 Jun 2012 \| Published: 21 Jun 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Customer Service \| Knowledge Management \| Knowledge Management Software

FCR Done Right! sponsored by Enkata Technologies WHITE PAPER: Access this white paper to learn how to build an operational FCR program without sacrificing your budget. Posted: 26 Apr 2012 \| Published: 26 Apr 2012 TOPICS: Call Center Management \| Call Center Services \| Call Centers \| Contact Center Management \| Contact Centers \| CRM Analytics \| CRM Best Practices \| Customer Service Best Practices

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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.

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