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Management of Call Centres involves balancing the requirements of cost effectiveness and service. Callers do not wish to wait in exorbitantly long queues until they can be helped and so management must provide sufficient staff and inbound capacity to ensure that the quality of service is maintained. However, staff costs generally form more than half the cost of running a call centre and so management must minimise the number of staff present. |
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Results 1 - 25 of 28 matches |
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| By : IEX |
Published Date: Apr 14, 2008 |
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Customers and business leaders alike demand a great deal of contact centers which cannot easily be met using the simplistic approaches used to develop early, isolated contact centers. In order to provide a top-shelf customer experience, contact centers must adopt sophisticated processes which can evaluate and route calls quickly and effectively to the right agent, and which schedule agents based on their abilities as well as predicted call demand.
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| By : IEX |
Published Date: Apr 25, 2008 |
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As more companies seek out performance management capabilities to gain a competitive advantage or keep pace with rivals who have already established an edge, the decision to build or buy a performance management solution must be considered. This paper will walk readers through the pros and cons of the build versus buy debate in order to help make practical business decisions for long-term success.
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| By : IEX |
Published Date: May 07, 2008 |
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Since the cost of staffing in most call centers is between 60 and 70 percent of the total budget, the incremental benefits of selecting the best solution for your operation and implementing it successfully are significant. Companies in the market for a workforce management tool today face a mind-boggling array of choices. Automated workforce management systems range from quite simplistic to highly complex, with a wide range of price tags to match. This paper will help contact center managers navigate the choices.
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| By : SAP |
Published Date: Sep 13, 2007 |
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Improving your call center may be more easily attainable — and more important — now than ever before. Recognizing that customer interaction is an important differentiator, organizations can increase the focus on their customers’ experience while keeping a firm grip on costs by leveraging the full potential of state-of-the-art technology.
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As is true with any technology, the time to ask questions from a VoIP call-center vendor is before you buy, not after the deal has been sealed. Keep these 11 crucial things in mind when talking to vendors, and your chances of a successful deployment dramatically increases.
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Implementing the right call-center solution is a key factor in keeping your customers happy, as it is often their first line of contact with your company's sales or support agents. And with the advent of VoIP, call centers can run more inexpensively and efficiently than ever before. Learn everything you need to know about choosing a VoIP call-center solution in this Buyer's Guide.
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Shopping for a contact-center solution can be confusing and frustrating, so let us do the leg work for you! This easy-to-use guide compares the major vendors offering contact-center solutions today, including Genesys, Oracle, Verizon and many others.
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Considering adding a contact center to your business? Our analyst-written buyer's guide is a great place to start your search. We provide you with an in depth market overview, a rundown of standard and advanced features and will point you in the direction that will be most beneficial and efficient for your organization.
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| By : SAP |
Published Date: Jan 08, 2008 |
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Read about the concept of real-time offer management, and how service-intensive companies are using it to transform inbound customer service calls into sales opportunities. The idea is to empower call centers and Web portal applications with relevant, timely, personalized offers.
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Today, companies can prosper from a wide range of computer telephony integration (CTI) solutions. CTI is the full integration of voice and data systems. The convergence of computer systems with call center operations adds increased scalability and muscle to existing business operations.
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Consultants and other professional services firms offer a unique product: themselves. This means they are constantly faced with a dilemma: how does one maximize productivity, and be billable with products and services while simultaneously marketing and selling their services? One way is to turn to web conferencing to extend reach, create new products, enhance relationships, and build sales pipelines. But do the benefits go deeper?
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It’s not surprising that first contact resolution (FCR) is becoming a high priority among forward-looking contact center managers. Increasing the percentage of contacts resolved during the initial contact provides three great benefits; customer satisfaction goes up, operating costs go down, and contact-center generated revenue goes up. There are also potential downsides, like extended handle time as agents strive to keep the caller on-line until the issue can be resolved.
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| By : Echopass |
Published Date: May 22, 2007 |
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Not all companies that have adopted multi-sourcing have realized the expected levels of savings. A single over-arching problem is often the cause when multi-sourcing delivers disappointing results in service and/or savings.
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| By : Castelle |
Published Date: Apr 01, 2006 |
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Investing in a fax server is like providing everyone in the office with a virtual fax machine, at a fraction of the cost. Read all about the benefits in this informative paper.
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| By : Castelle |
Published Date: Feb 01, 2006 |
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Easily implemented and integrated with electronic medical record systems, network fax servers can play a valuable role in supporting HIPAA objectives, offering a standardized, enterprise-wide faxing solution, and helping to maintain a high standard of security, efficiency and organization.
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Voice over IP (VoIP) is exploding in popularity as an application for business data networks. As a result, a company can lower its hardware and service costs while raising productivity through the use of more customizable telephony applications.
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| By : LogMeIn |
Published Date: Jun 27, 2007 |
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Using LogMeIn's remote support products, Rent-A-Geek has transformed its business model from that of a regional provider to one delivering service worldwide. Adopting LogMeIn has resulted in what Schiehl calls "ridiculous" ROI: the $99 per month per client license fee "pays for itself in one session," he says. One Rent-A-Geek technician using one license, and running just six to eight sessions per day, can generate around $12,000 per month in revenues.
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The contact center's next evolutionary phase will merge technology and interaction processes dynamically for agent "intelligence" and a more personalized customer experience. And with the fast-paced nature of technology, the Intelligent Contact Center is closer than you think. Read more.
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This white paper provides an overview of the basic elements to look for when buying a phone system. It surveys
the landscape of enterprise telephony today: the features available, the pros and cons of traditional and VoIP
systems, and the adaptability of new generation equipment to rapidly changing business needs.
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Profound developments in business telephony have left some small businesses reeling under perceptions of a steep learning curve for expensive new products. But there’s no reason to be left behind. Affordability is the hallmark of the new generation in business telephony, thanks to hosted IP and other networked solutions. Is your business applying the new technology to best advantage?
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| By : VMware |
Published Date: Apr 02, 2007 |
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In this case study, you'll discover the tangible benefits to IRMC when they used VMware Virtual Desktop Infrastructure to virtualize their call center operations and support multiple call centers from a central data center. Their IT staff achieved increased flexibility, faster provisioning, redeployed IT staff, reduced IT costs, and improved competitiveness. Finally, review a detailed financial analysis to back up IRMC's 73% annual ROI, and see how they saved.
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Miercom Test Labs reviewed the Customer Interaction Center(r) (CIC) IP application suite from Interactive Intelligence, including the operation, capabilities and features of CIC's key components, and awarded the CIC software its distinguished "Performance Verified" certification. Read why.
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| By : Castelle |
Published Date: Jan 01, 2006 |
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Castelle’s integration provides seamless fax integration with native Notes services like logging and reporting, and lets faxes be managed just like other Notes email, with all of Domino’s native security, administration, and customization capabilities.
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| By : ShoreTel |
Published Date: Aug 10, 2006 |
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One of the most important pieces of keeping a business afloat is reflected in its voice system. This white paper takes a comprehensive, yet understandable, look into the world of IP telephony systems by defining reliability and availability, and discussing the important pieces to review when selecting a voice system.
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More Enterprise Applications Topics |
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Application Integration, Application Performance Management, Best Practices, Business Activity Monitoring, Business Analytics, Business Integration, Business Intelligence, Business Management, Business Metrics, Business Process Automation, Business Process Management, Call Center Management, Call Center Software, Change Management, Corporate Governance, Customer Interaction Service, Customer Relationship Management, Customer Satisfaction, Customer Service, eBusiness, Enterprise Resource Planning, Enterprise Software, eProcurement, Extranets, Groupware Workflow, HIPAA Compliance, IP Faxing, IT Spending, Marketing Automation, Performance Testing, Product Lifecycle Management, Project Management, Return On Investment, Risk Management, Sales & Marketing Software, Sales Automation, Server Virtualization, Simulation Software, Supply Chain Management, System Management Software, Total Cost of Ownership, Video Conferencing, Voice Recognition, Voice Over IP, Workforce Management, Incentive Compensation, Spend Management |
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