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| Nov 24, 2009 |
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IT Management >
IT Service Centers >
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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.Ask your questions about CRM at ITKnowledgeExchange.comAbandoned Calls (CDNs) The number of calls accepted into the CDN, but abandoned
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Definition continues below.
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Call Centers Reports
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10 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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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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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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Expand Your Reach: Mastering Multi-Modal Survey Research
sponsored by SPSS Inc. Worldwide Headquarters
WEBCAST:
Whether it's in your call center, on the Web, or in-person, effective survey research requires proven practices that reach across the board. In this webcast, you learn how to cut the costs and improve the performance of your survey research efforts - regardless of where you reach your respondents or what language they speak.
Posted: 04 May 2009 | Premiered: 04 May 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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Addressing the challenges of implementing a customer-centric strategy
sponsored by Infor CRM
WHITE PAPER:
The need for customer insight and responsiveness to that insight is the foundation and driving rationale for the emerging CRM concept of continuous customer dialogue through multi-channel touchpoints.
Posted: 05 Dec 2008 | Published: 05 Dec 2008
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Increase Profits and Customer Satisfaction in the Communications Industry
sponsored by Infor CRM
WHITE PAPER:
Leading companies are placing more emphasis on inbound marketing and intelligent customer interactions as the means for building powerful customer relationships that boost profitable growth.
Posted: 05 Dec 2008 | Published: 05 Dec 2008
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Differentiation through Service Excellence Driving Customer Loyalty and Service Profitability
sponsored by SAP America Inc
WHITE PAPER:
The importance of achieving service excellence is growing. Products are increasingly becoming commodities, and CEOs are recognizing that first-rate service is crucial to enhancing customer satisfaction. This paper explores the crucial links between customer service and customer satisfaction.
Posted: 17 Sep 2008 | Published: 17 Sep 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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Empowerment as a Growth Strategy
sponsored by Oracle Corporation
WHITE PAPER:
Companies are using technology and other tools to help employees deliver an organization's best collective thinking during each customer interaction. Among them is Hewlett-Packard (HP), which we will feature in this paper. We will also explain why empowering your key customer-facing employees is the new path to achieving extraordinary results.
Posted: 26 Sep 2007 | Published: 26 Sep 2007
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CALL CENTERS DEFINITION (continued): … before being answered through the controlled operation or routed according to the CDN's script.Abandoned Calls (Queues) An incoming ACD call is counted as abandoned when the caller hangs up before the call is answered by an agent or before the call is routed off-site. The sum includes calls that abandon while waiting for an agent to answer the call at their telephone. Calls that abandon while in the Timed Overflow (TOF) queue are counted against the ACD queue that initiated the overflow. Abandoned Trunk Calls Before Threshold A peg count of Calls Abandoned that shows how many calls were abandoned … Call Centers definition sponsored by WhatIs.com, powered by WhatIs.com an online computer dictionary
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