Call Center Management 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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In the insurance industry, call centers have become increasingly sophisticated in terms of their business capabilities and enabling technologies.
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Read how to improve cross-selling and up-selling, claims efficiency and market opportunities from insurance and IT industry authority, Mark Breading, SMA partner at SMA Strategy Meets Action.
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With advances in contact center automation, businesses are finding they can extend the same automation to service processes and touch-points throughout their organization.
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Read this whitepaper to learn why the human perspective is vital to BPA success.
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ocial media is a valued communication channel for business. Yet many businesses still have questions about how to implement social media initiatives and where the contact center fits in.
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Read what companies are doing to make PCC initiatives an integral part of their unified communications and customer retention strategies, from Mathew Erickson, senior product manager for outbound solutions at Interactive Intelligence,
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Read how in this first installment of a three-part series from two industry experts: Michele Rowan, president, At Home Customer Contacts, and Tim Passios, senior director of Solutions Marketing at Interactive Intelligence.
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For contact centers, it's getting easier to consolidate and centralize communications architectures and realize the benefits. Obviously, there are fewer applications and physical boxes to be administered and maintained.
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Integrating social media for customer care isn't really the question for businesses anymore.
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Read what makes the Interaction Center Platform a true-all-in-one solution for the contact center, the enterprise and the cloud, from Interactive Intelligence president and CEO Don Brown, and Tim Passios, senior director, Solutions Marketing.
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Sr. Director of Engineering Sid Jain describes how Product Partners implemented Oracle Service Bus to achieve agility through service virtualization,
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This paper dives into topics like asking to address future needs of your company, asking for any quick start packages, ensuring that your new phone bill costs will actually cost less than what you pay today and lots more insights to ensure a problem free phone system buying experience and installation.
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This white paper highlights specific situations that a business should evaluate before purchasing a new phone system, how the new system can save money, increase efficiency and decrease downtime.
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This whitepaper gets advise from phone system managers who were forefront in remedying phone system disasters.
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Learn about the most important factors that go into buying the right phone system, such as: scalability, compatibilities, how to negotiate pricing, and more.
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Our latest Summer 2012 edition of the chart also compares PBX and Business VoIP systems side by side so you can make an educated comparison of your options. This analysis is prepared in an easy to view Excel spreadsheet.
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DMG Consulting LLC identifies five top misperceptions, and dispels them with findings from their recent customer satisfaction study for hosted contact center services.
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To successfully choose and implement an IP system, the best place to start is with a roadmap - current offerings, justification factors, upcoming solutions, and suggested planning guidelines. Without one, your new system might never move forward. Read more.
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By: LogMeIn
Published Date: Mar 01, 2012
Now may be the time to reevaluate your remote support to add new capabilities, increase efficiency and consolidate support tools. What do you stand to gain by switching your remote support tool?
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By: LogMeIn
Published Date: Mar 01, 2012
This guide will identify some key ways to keep the Service Desk human and ensure that customer service stays at the front and centre of everything that the Service Desk does.
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By: LogMeIn
Published Date: Mar 01, 2012
This brief case study illustrates how Sling Media's transition to a remote support solution with web-based chat realized a substantial cut in session times and an increase in customer satisfaction.
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Sybase PowerBuilder has remained throughout the years a bastion of application development productivity for a wide class of enterprise applications that combine database access with a highly productive graphical user interface (GUI).
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By: Aerohive
Published Date: Jan 04, 2012
Ultralight branches let businesses drive the placement and lifespan of branches while minimizing real estate, infrastructure, and costs.
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By: Oracle
Published Date: Nov 16, 2011
Learn how to meet expectations on the evolving consumer journey through the cross-channel commerce landscape of today, driven by technical trends.
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By: Oracle
Published Date: Nov 16, 2011
This whitepaper takes a look into opportunities for organizations to provide a superior experience focusing on integrating a CRM eCommerce solution.
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