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Call Center Management

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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
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The Simple Reason You May Be Losing Repeat Business to Your Competitors
sponsored by 8x8, Inc.
WHITE PAPER: In service industries where customers care about exactly whom they work with, you could be losing customers if they can't immediately reach the last employee who helped them. Access this resource to learn how your business can ensure that when a customer is ready to buy, they're able to reach the correct person at that critical moment of decision.
Posted: 17 Apr 2015 | Published: 09 Oct 2014

8x8, Inc.

Cloud-Based Contact Center Technology: 8 Critical Questions to Ask
sponsored by 8x8, Inc.
WHITE PAPER: This guide explores 8 critical criteria for choosing a cloud-based contact center solution. Read on to learn vital questions to ask providers in order to avoid common pitfalls.
Posted: 16 Apr 2015 | Published: 31 Dec 2014

8x8, Inc.

The Benefits of Modernizing Your Contact Center
sponsored by Genesys
WHITE PAPER: This white paper is a must-read for CIOs looking to justify the investment needed to modernize their contact center technology platform, discussing the business drivers, technology benefits, cost benefits, and more.
Posted: 03 Apr 2015 | Published: 05 Nov 2014

Genesys

eBook: Best Practices for Social Customer Service
sponsored by Genesys
WHITE PAPER: This resource explains how businesses can integrate social media and customer service in 4 development phases to build customer loyalty and a memorable customer experience.
Posted: 03 Apr 2015 | Published: 31 Dec 2014

Genesys

5 Critical Requirements for a Future-Ready Contact Center
sponsored by Genesys
EBOOK: This resource lists 5 critical requirements for building a future-ready contact center and delivering an effortless customer experience.
Posted: 31 Mar 2015 | Published: 30 Dec 2014

Genesys

The Multichannel Mandate: Ready, Set, Automate
sponsored by SearchCRM
EBOOK: Automation technology can help contact centers get tie multichannel communications together and offer better customer service -- if it's set up and executed properly.
Posted: 20 Mar 2015 | Published: 20 Mar 2015

SearchCRM

5 Ways Mid-Market Companies Gain Agility Using a Cloud Contact Center
sponsored by Genesys
WHITE PAPER: Many mid-sized companies that are feeling the burden of providing superior customer service are taking advantage of the flexibility offered by a cloud-based contact center. This executive brief explores five ways mid-market companies gain agility by using a cloud contact center.
Posted: 10 Mar 2015 | Published: 10 Mar 2015

Genesys

Wow Your Customers With Great Customer Experience in the Cloud
sponsored by Genesys
WHITE PAPER: In this informative white paper learn how you can deliver a "wow factor" to your high value customers to boost customer loyalty and increase sales and revenue. Access now to get 4 tips on how you can deliver the seamless outstanding service your customers crave.
Posted: 10 Mar 2015 | Published: 31 Dec 2014

Genesys

Supporting Customer Journeys and Your Business with a Cloud Contact Center
sponsored by Genesys
WHITE PAPER: This resource explores the ways in which contact center solutions deployed in the cloud can facilitate a higher-caliber experience for your business' customers.
Posted: 09 Mar 2015 | Published: 09 Mar 2015

Genesys

5 Tips for Building a Business Case for Replacing Your Call Center ACD
sponsored by Genesys
WHITE PAPER: Access this resource to learn 5 expert tips for devising a strategy to gain executive buy-in for the modernization of your contact center with a unified omnichannel infrastructure.
Posted: 09 Mar 2015 | Published: 09 Mar 2015

Genesys

Frost & Sullivan—When CRM Meets the Contact Center
sponsored by Genesys
WHITE PAPER: Access this informative white paper to learn more about the benefits of integrating your CRM 360 degree customer records with your contact center to boost customer satisfaction and loyalty.
Posted: 09 Mar 2015 | Published: 31 Dec 2014

Genesys

5 Ways to Strengthen Your Business Through Caller Intelligence
sponsored by Flowroute
WHITE PAPER: This exclusive white paper takes an in-depth look at 5 strategies to take when strengthening your caller intelligence. Read on to learn more.
Posted: 04 Mar 2015 | Published: 04 Mar 2015

Flowroute

Speech-to-Text Analytics Reveals New Insights Into Consumer Behavior
sponsored by IBM
WHITE PAPER: This white paper describes how Telerx, a global contact center outsourcing provider, embrace the methods that modern consumers are utilizing to share their opinions and turned raw data into valuable insight for their clients.
Posted: 20 Feb 2015 | Published: 31 Jan 2013

IBM

Big Data is Key to Responding to Customer Needs Instantly
sponsored by Hewlett-Packard Company
WHITE PAPER: Find out how a leading big data technology extracts vital information from a network and correlates it with more static information about the subscriber, so you can provide a better customer experience.
Posted: 26 Nov 2014 | Published: 26 Nov 2014

Hewlett-Packard Company

How to Fine-Tune Your Contact Center
sponsored by TechTarget
RESOURCE: If your call center has issues keeping up with new technological advancements in communication like social and mobile then it's time for a multi-channel makeover. This e-book delves into how different contact centers have evolved with the times rather than become outdated and how you cane remain competitive in this growing environment.
Posted: 10 Nov 2014 | Published: 18 Mar 2014

TechTarget

Customer Service Analytics: Exploit Data To Improve The Customer Experience
sponsored by IBM
WHITE PAPER: Access this rich white paper to get a first-hand look at survey results from objective business researchers. These consultants investigated the outcomes of 233 organizations regarding their Customer Experience Management (CEM) programs.
Posted: 04 Aug 2014 | Published: 30 Apr 2014

IBM

Get the Most Out of Multichannel Marketing Automation Software
sponsored by Harte Hanks
EBOOK: In this e-guide, learn why organizations must align multichannel marketing automation software with user expectations, as well as have it reflect business processes. Additionally, unveil exclusive tips on how to choose a marketing automation tool that fits your business needs.
Posted: 16 Dec 2014 | Published: 16 Dec 2014

Harte Hanks

3 Keys to a 5-Star Mobile User Experience
sponsored by Hewlett-Packard Company
RESOURCE: Access this brief resource to find fast facts about the mobile user experience, and find out why the user experience should be at the top of every enterprise's list. View now to discover how your mobile experience may be handicapping your business and damaging your brand presence.
Posted: 15 Dec 2014 | Published: 15 Dec 2014

Hewlett-Packard Company

3 Critical Funnel Points to Maximize Lead Conversions
sponsored by Harte Hanks
RESOURCE: Access this brief resource to discover the 3 critical funnel points your contact center can focus on to maximize your ROI. Find out opportunities to improve data quality and lead qualification, and how to fix them.
Posted: 04 Dec 2014 | Published: 04 Dec 2014

Harte Hanks

3 Funnel Points for Successful Lead Management
sponsored by Harte Hanks
WHITE PAPER: Access this whitepaper to discover the 3 main funnel points for a successful sales strategy. Read on to find out how to calculate your campaign for success, and how to measure your call center metrics appropriately.
Posted: 01 Dec 2014 | Published: 01 Dec 2014

Harte Hanks

Expert Advice: E-Commerce and Social Media Drives CRM
sponsored by IBM
EBOOK: Access this expert guide to discover how businesses can improve their CRM strategies to ensure customers remain in control and satisfied with the user experience.
Posted: 26 Nov 2014 | Published: 26 Nov 2014

IBM

Take Advantage of Multi-Channel to Improve CEM
sponsored by Five9
EGUIDE: In this expert e-guide, explore the benefits and business drivers of integrating your data across all channels. Discover what tools and strategies you'll need to achieve a truly integrated, cross-channel customer experience.
Posted: 10 Oct 2014 | Published: 10 Oct 2014

Five9

Revolutionising Contact Centre Quality Management with Speech Analytics
sponsored by Genesys
WHITE PAPER: Call centres traditionally rely on a quality management analyst to listen to, score, and provide feedback to ensure the quality of customer service being delivered. This informative white paper discusses key factors for speech evaluation, providing insights to essential management processes and suggestions for quality management solutions.
Posted: 14 Aug 2014 | Published: 31 Dec 2013

Genesys

Four Steps Toward Virtualising Your Contact Centre
sponsored by Genesys
WHITE PAPER: The first step to wowing customers is an organised and efficient contact centre – but how can a business overcome legacy infrastructures to support customers? View this whitepaper now to learn about virtual contact centres, their benefits, and 4 essential steps to streamline your customer experience.
Posted: 13 Aug 2014 | Published: 13 Aug 2014

Genesys

Best Practices for Improving Back Office Workforce Efficiency
sponsored by Genesys
WHITE PAPER: 70% of customers report that they have ended a relationship due to poor customer service, a statistic that demands companies be at the top of their capabilities. View this in-depth whitepaper to discover an extensive 7 step guide to streamlining workforce efficiency, ultimately keeping customers happy.
Posted: 13 Aug 2014 | Published: 13 Aug 2014

Genesys
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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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