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| Nov 21, 2009 |
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IT Management >
Systems Operations >
Systems Management >
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ALSO CALLED:
Customer Call Center Management,
Call Centre Management
DEFINITION: Click-to-callback is a Web-based customer relationship management (CRM) technology that enables users browsing a company's Web site to leave a phone number where a company representative can call them back with more information. Both click-to-callback and a related technology called automatic callback are frequently used in call centers. In a call center, click-to-callback is designed to balance the
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Definition continues below.
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Call Center Management Reports
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9 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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Communications Skills for Remote Support
sponsored by LogMeIn, Inc.
WHITE PAPER:
A new era of on-demand remote support has brought with it a unique challenge to the agents who practice it: a new level of transparency for their interpersonal skills. In this white paper, you'll learn from an experienced communications skills expert, 4 specific steps to help supercharge your customer relationships in an era of remote support.
Posted: 16 Sep 2009 | Published: 16 Sep 2009
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The Leader in On-Demand Call Centers: Five9 Product Overview
sponsored by Five9
PRODUCT OVERVIEW:
Five9 is the leader in on-demand call center products. Watch this overview to learn about all the products Five9 has to offer to help improve your call center operations and learn just how easy it is to use the many products available from Five9.
Posted: 11 Sep 2009 | Published: 11 Sep 2009
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VoIP and Lower TCO Will Drive Adoption of Hosted On-Demand Contact Centers
sponsored by Five9
WHITE PAPER:
Read this paper to learn how organizations that have selected a hosted contact center solution have minimized or even eliminated the cost of their IT or telecom support departments. Keep reading to learn what the benefits a hosted contact center solution can have for your company.
Posted: 10 Sep 2009 | Published: 10 Sep 2009
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Award-Winning VoIP Provider Deploys Five9 in Profit Centers to Launch Marketing Campaigns
sponsored by Five9
CASE STUDY:
Read case study to learn how Vonage selected the Five9 Virtual Call Center Suite to launch an ambitious campaign to win back over 70,000 customers. Read on to learn how Five9 Virtual Call Center Suite offers superior-quality VoIP, predictive dialer, inbound call capabilities, comprehensive management and customer tracking tools, and more.
Posted: 10 Sep 2009 | Published: 10 Sep 2009
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Leading Auto Repair Services Provider Boosts Efficiency with Easy-to-Use CRM Solution
sponsored by Microsoft
CASE STUDY:
After evaluating several customer relationship management solutions, including Salesforce.com, the company replaced NetSuite CRM with Microsoft Dynamics® CRM. Using Microsoft Dynamics CRM, the company cut call times in its customer support call center by 30%, reduced agent training time by 25 percent, and strengthened its growth capacity.
Posted: 25 Aug 2009 | Published: 25 Aug 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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Still Struggling to Reduce Call Center Costs without Losing Customers?
sponsored by SAP America Inc
WHITE PAPER:
Efficient call centers that also meet customer expectations is a challenge that many organizations face. Discover the key steps to turning your call center into a strategic asset.
Posted: 01 Feb 2008 | Published: 01 Feb 2008
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CRM without Compromise: A Strategy for Profitable Growth
sponsored by SAP America Inc
WHITE PAPER:
This white paper describes the concept of “CRM without compromise,” elucidating how organizations can maximize their results by taking a more structured, holistic approach to CRM across the enterprise to gain a competitive advantage and profitable growth.
Posted: 07 Nov 2007 | Published: 07 Nov 2007
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CALL CENTER MANAGEMENT DEFINITION (continued): … Click-to-callback is a Web-based customer relationship management (CRM) technology that enables users browsing a company's Web site to leave a phone number where a company representative can call them back with more information. Both click-to-callback and a related technology called automatic callback are frequently used in call centers. In a call center, click-to-callback is designed to balance the load. Although the system may initially increase call volume by directing online customers to the phone, agents can guide customers through Web self-service, alleviating call center burdens down the line.Getting started with click-to-callback To explore how click-to-callback is used in the enterprise, here is an additional resource:Demystifying unified communications deployment strategies: Learn to understand your infrastructure and how best to move forward with your UC goals. |
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