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| Dec 2, 2009 |
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IT Management >
IT Service 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 at ITKnowledgeExchange.comAbandoned Calls (CDNs) The number of calls accepted into the CDN, but abandoned
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Definition continues below.
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Call Centers White Papers
(View All Report Types)
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5 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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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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Addressing the challenges of implementing a customer-centric strategy
sponsored by Infor CRM
WHITE PAPER:
The need for customer insight and responsiveness to that insight is the foundation and driving rationale for the emerging CRM concept of continuous customer dialogue through multi-channel touchpoints.
Posted: 05 Dec 2008 | Published: 05 Dec 2008
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Increase Profits and Customer Satisfaction in the Communications Industry
sponsored by Infor CRM
WHITE PAPER:
Leading companies are placing more emphasis on inbound marketing and intelligent customer interactions as the means for building powerful customer relationships that boost profitable growth.
Posted: 05 Dec 2008 | Published: 05 Dec 2008
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Empowerment as a Growth Strategy
sponsored by Oracle Corporation
WHITE PAPER:
Companies are using technology and other tools to help employees deliver an organization's best collective thinking during each customer interaction. Among them is Hewlett-Packard (HP), which we will feature in this paper. We will also explain why empowering your key customer-facing employees is the new path to achieving extraordinary results.
Posted: 26 Sep 2007 | Published: 26 Sep 2007
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CALL CENTERS DEFINITION (continued): … 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 in the Timed Overflow (TOF) queue are counted against the ACD queue that initiated the overflow. Abandoned Trunk Calls Before Threshold A peg count of Calls Abandoned that shows how many calls were abandoned … Call Centers definition sponsored by WhatIs.com, powered by WhatIs.com an online computer dictionary
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