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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
1 - 25 of 152 Matches Previous Page  |  Next Page
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

10 Strategies for Enhanced Web Self Service
sponsored by Oracle Corporation UK Ltd
WHITE PAPER: Read the following white paper to uncover why self-service will be a key customer contact tool in the years ahead. Additionally, gain access to the 10 top strategies for enhanced web self-service.
Posted: 10 Dec 2014 | Published: 10 Dec 2014

Oracle Corporation UK Ltd

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

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

Business Process Automation: Contact Center Management Case Study
sponsored by Automic
CASE STUDY: Check out this paper that highlights the business automation platform BT Global Services, an IP-based telephony network in Europe, deployed to help complete their reporting and alerting, scheduling, development and operations tasks.
Posted: 25 Sep 2014 | Published: 25 Sep 2014

Automic

Five Ways to Make Service Easy for Today's Customers
sponsored by Salesforce
WHITE PAPER: Customers now expect your company to solve their issues quickly and give them the capability to find solutions easily on their own. This informative resource gives 5 ways to make service easy for today's customers.
Posted: 28 Aug 2014 | Published: 28 Aug 2014

Salesforce

Customer Service Analytics: Exploit Data To Improve The Customer Experience
sponsored by IBM
WHITE PAPER: Aberdeen surveyed 233 organizations regarding their customer experience management (CEM) programs. This report will illustrate how companies using analytics as part of customer service activities perform compared to those without analytics.
Posted: 04 Aug 2014 | Published: 30 Apr 2014

IBM

How the Cloud Can Minimize Contact Center Downtime
sponsored by Genesys
WHITE PAPER: Companies today need to have a business continuity plan that covers more than minor application downtime -- they need to be ready for the very real possibility of natural or man-made disasters. How prepared is your contact center for disaster? Find out in this white paper.
Posted: 23 Jul 2014 | Published: 23 Jul 2014

Genesys

Cloud, On-Premises or Hybrid Contact Center? 5 Considerations for Selecting a Solution
sponsored by Genesys
WHITE PAPER: Organizations looking to differentiate and modernize their contact centers have three major architectural options to consider: on-premises, cloud, or a hybrid solution. We will take you through the top five considerations and leave you with a consideration checklist so you can choose the right deployment model for your contact center.
Posted: 26 Jun 2014 | Published: 26 Jun 2014

Genesys

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

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

How to Meet and Exceed Customer Demands
sponsored by Genesys
WHITE PAPER: Customers expect a great end-to-end experience. Wherever work is accomplished in the enterprise, it's all part of the Customer Service Value Chain. Is your enterprise meeting this expectation? What about in the future?
Posted: 30 Jun 2014 | Published: 26 Jun 2014

Genesys

Omni-Channel Customer Service Demands the Intelligent Contact Center
sponsored by KANA
WHITE PAPER: In order to respond to changing customer expectations, contact centers must evolve to an omni-channel, context-aware platform. In this white paper, get an in-depth look at the demands placed on the modern contact center, and the strategies and tools you can leverage to optimize customer interactions
Posted: 26 Jun 2014 | Published: 26 Jun 2014

KANA

Best Practices for Knowledge Management
sponsored by KANA
WHITE PAPER: Implementing a knowledge management program in the contact center can improve the efficiency and quality of your services, optimize customer experience, reduce agent training costs, and increase job satisfaction. In this white paper, explore best practices for successful knowledge management implementation in the contact center.
Posted: 24 Jun 2014 | Published: 24 Jun 2014

KANA

Performance Improvement In The Contact Centre
sponsored by Cisco
WHITE PAPER: Find out how you can improve customer satisfaction, become more competitive and reduce the cost of acquiring and retaining loyal customers by investing more money in contact center technologies.
Posted: 17 Jun 2014 | Published: 31 Dec 2013

Cisco

Multichannel Contact Centers: Metrics and Realities
sponsored by Five9
EGUIDE: This expert e-guide discusses the new multichannel realities of the contact center and explores how technologies have started to reflect these changes, as well as tips for benchmarking these new metrics. While there is no agreed-upon industry standard for call center metrics, you can review 11 of the most important ones inside.
Posted: 03 Jun 2014 | Published: 03 Jun 2014

Five9

Deploying a Contact Center in the Cloud - A Guide to Best Practices
sponsored by Genesys
WHITE PAPER: To effectively engage with customers across a newly-broadened spectrum of channels, savvy organizations are looking to cloud-based contact centers. In this white paper, discover 10 best practices for deploying and managing cloud-based contact centers that will help you keep costs down, customers happy, and processes efficient.
Posted: 03 Jun 2014 | Published: 31 Jul 2012

Genesys

The Mixed Blessings of Contact Center Automation
sponsored by SearchCRM
EBOOK: Contact center technologies ease customer frustration with call center inefficiency, but they don't replace the human touch.
Posted: 28 May 2014 | Published: 28 May 2014

SearchCRM

Contact Center Metrics and Performance Management
sponsored by Five9
EGUIDE: This expert e-guide provides tips and best practices for working with new contact center metrics to ensure customer satisfaction through every communication channel. Learn how to determine and implement a set of key performance indicators (KPIs) for new channels such as mobile and social media, as well as how to formalize CCPM for optimum results.
Posted: 21 May 2014 | Published: 21 May 2014

Five9
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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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