Call Center Management White Papers ( Customer Call Center Management, Call Centre Management ) Software Downloads, Definition and Webcasts

FREE MEMBERSHIP - Create your personalized Bitpipe Service!

May 23, 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 Reports
1 - 25 of 89 Matches Previous Page \| Next Page

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

Overhauling a Legacy Contact Center: Starting Steps sponsored by Five9 EGUIDE: Overhauling legacy contact center technology is often costly and time-consuming, but it doesn't have to be. This expert e-guide offers advice on deciding when it's time to upgrade your contact center, making the business case for an overhaul, and important change management considerations. Posted: 10 May 2013 \| Published: 10 May 2013 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Centers \| Contact Management \| CRM \| CRM Best Practices \| CRM Software \| Legacy Applications Software

Cost-Saving Tips for Contact Centers sponsored by Five9 EGUIDE: For service organizations looking to cut costs, the contact center is the go-to department, seeing as it often has high staffing counts within the company. Check out this expert e-guide to learn how you can effectively identify opportunities and decrease spending in your contact center, without sacrificing customer experience. Posted: 10 May 2013 \| Published: 10 May 2013 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| CRM \| CRM Best Practices \| Outsourcing

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

Navy Federal Credit Union becomes trusted advisor with Infor sponsored by Infor CASE STUDY: Providing your customers with accurate, timely, pertinent information is the cornerstone of success for any client-based business. Check out this brief case study to lean how Navy Federal Credit Union implemented a cross-servicing platform to monitor customer interactions and provide more relevant services and information to their clients. Posted: 01 May 2013 \| Published: 31 Dec 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| CRM \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Customer Support Software

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

NJ 2-1-1 Success Story sponsored by Five9 CASE STUDY: Read this brief case study to learn how NJ-2-1-1 implemented a cloud-based virtual contact center that successfully handled over 90,000 calls when 2012's Hurricane Sandy hit. Read on to discover the benefits they are enjoying from this system. Posted: 26 Apr 2013 \| Published: 26 Apr 2013 TOPICS: Call Center Management \| Call Center Services \| Call Centers \| Call Forwarding Services \| Contact Center Management \| Contact Center Services \| Customer Interaction Services \| Customer Satisfaction \| Web Content Management

Case Study: la Caixa - Bank takes customer and employee support to the next level sponsored by Hewlett-Packard Company CASE STUDY: Spain's La Caixa bank wanted to expand into international markets, but reaching new customers meant amping up its customer service experience. Read this brief case study to discover how La Caixa chose a contact center outsourcing service to improve its customer experience management, boost its competitive position, and ultimately drive growth. Posted: 27 Mar 2013 \| Published: 30 Sep 2009 TOPICS: Application Integration \| Call Center Management \| Call Center Services \| Contact Center Management \| Contact Center Services \| Contact Centers \| CRM \| CRM Services \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| Oracle (Product)

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

Contact Center Consumer Preference eBook sponsored by Avaya EBOOK: You need to deliver a positive experience without sacrificing profitability—which requires balancing the needs of your customers with the realities of your business. Gain insight from a recent study to discover what today's consumers think about contact centers. In this eBook we will build on these insights and evaluate the results. Posted: 11 Feb 2013 \| Published: 11 Feb 2013 TOPICS: Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| CRM Services \| CRM Software \| Customer Service \| Customer Service Best Practices \| Customer Support Software

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

Sprint Becomes More Efficient When Customers Go Online sponsored by Oracle Corporation UK Ltd WEBCAST: Watch this webcast to learn why Sprint chose one platform to help them encourage customer self-service and drive customers from call centers to the website. Posted: 17 Dec 2012 \| Premiered: Dec 17, 2012 TOPICS: Call Center Management \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Loyalty \| Customer Profiles \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service

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

Is it time to reevaluate your workforce management tools? sponsored by ClickSoftware EGUIDE: Workforce management (WFM) tools are no longer a nice-to-have. In order to be successful in today's mobile, global market you need WFM practices that keep your business running smoothly. Access this e-guide to discover why legacy WFM tools are falling short and learn key factors to consider when upgrading your WFM system. Posted: 20 Feb 2013 \| Published: 20 Feb 2013 TOPICS: Call Center Management \| Call Center Software \| Contact Center Management \| Contact Center Software \| Contact Center Workforce Management Software \| Talent Management \| Workforce Management Software \| Workforce Planning

Getting Sales Dialed In: Improving Process Efficiencies and Increasing Sales Using RingCentral sponsored by RingCentral PRESENTATION TRANSCRIPT: This presentation transcript explores how cloud-based telephony can help increase call efficiency, improve manageability, and ensure that a sales opportunity is never missed. Posted: 29 Oct 2012 \| Published: 29 Oct 2012 TOPICS: Call Center Management \| Call Centers \| Cloud Computing \| Contact Center Management \| Contact Centers \| Contact Management \| Sales \| Sales Force Automation \| Sales Representatives \| Telecommunications Carrier Systems \| Telemarketing \| Telephony Services \| Telephony Systems \| Telesales

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

1 - 25 of 89 Matches Previous Page 1 2 3 4 Next Page

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.

Browse by Report Type:
Call Center Management White Papers | Call Center Management Multimedia | Call Center Management IT Downloads

TechTarget provides enterprise IT professionals with the information they need to perform their jobs - from developing strategy, to making cost-effective IT purchase decisions and managing their organizations' IT projects - with its network of technology-specific Web sites, events and magazines


Definitions: A B C D E F G H I J K L M N O P Q R S T U V W X Y Z Other
TechTarget Corporate Web Site \| Media Kits All Rights Reserved, Copyright 2000 - 2013, TechTarget \| Read our Privacy Statement