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.
WHITE PAPER: Posted: 09 May 2008 | Published: 01 May 2008
SUMMARY:
This technical integration brief explains how the SAP CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC.
WHITE PAPER: Posted: 09 May 2008 | Published: 01 May 2008
SUMMARY:
This technical integration brief explains how the Siebel CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC.
WHITE PAPER: Posted: 09 May 2008 | Published: 01 May 2008
SUMMARY:
This technical integration brief explains how the PeopleSoft CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC.
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.
WHITE PAPER: Posted: 05 Mar 2008 | Published: 04 Mar 2008
SUMMARY:
The most successful contact centers are turning to leading-edge automated feedback solutions and developing processes to incorporate feedback into daily operations.
WHITE PAPER: Posted: 24 Aug 2007 | Published: 01 Jun 2007
SUMMARY:
The CMO Council has extended the Secure the Trust of Your Brand program to take a focused view of the call center ecosystem and develop best practices specific for both marketers and call center executives to adopt in order to secure data and brand.
WHITE PAPER: Posted: 15 Nov 2006 | Published: 01 Nov 2006
SUMMARY:
Contact centers are becoming primary interaction points for many customers. Learn how to make these important interactions more personalized and intelligent for customer retention and increased sales opportunities.
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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