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.
Call Center Management
Still Struggling to Reduce Call Center Costs Without Losing Customers?
published by SAP on Sep 13, 2007
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.
Demo Information on Demand and the Information Agenda The Complete Story
published by IBM on Feb 02, 2009
Learn about how an Information Agenda can help your organization create information agility, invest in the right Information On Demand projects and create a long term Information On Demand enabled infrastructure to achieve business goals and create competitive advantages.
Practical Power Guidelines for VoIP and Internet Telephony Applications
published by Tripp Lite on Jan 01, 2005
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.
Performance Management: Build Versus Buy
published by IEX on Apr 25, 2008
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.
Rent-A-Geek Reaches Out With LogMeIn Rescue
published by LogMeIn on Jun 27, 2007
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.
Realizing the Full Promise of Workforce Management Technology
published by IEX on May 07, 2008
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.
The Agile Service Operation Embraces Technology
published by ServicePower on Jul 03, 2007
Technology can prove to be a vital component in the quest for service profitability. However, there is a lot of technology out there targeted at field service organizations which has evolved to the point where its introduction in customer-facing functions can significantly enhance organizational productivity.
The Intelligent Contact Center
published by Interactive Intelligence on Jun 21, 2007
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.
Telephony Simplified: Finding the Solution that Fits Your Small Business
published by Vendor Guru on Feb 13, 2007
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.
The Top 5 Telephony Solutions Your Business Needs Today
published by Vendor Guru on Mar 02, 2007
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?
Total Support: Achieving Sustainable Business Growth with a Remote Support Solution
published by NTR Global on Nov 04, 2008
The role of IT has grown dramatically over the last 5 years, from that of an aggregator or dispenser of information and technology to key strategic partner, business process enabler, and revenue driver. This is due in large part to continuous advancement, seamless integrations and innovations in IT processes and tools.
VMware Virtual Desktop Infrastructure Reduces IT Costs for IRMC Call Centers
published by VMware Dell on Apr 02, 2007
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.
What’s New in Customer Interaction Center (CIC) 2.4
published by Interactive Intelligence on Nov 11, 2005
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.
Adding Fax, Adding Value: Lotus Notes Mail and Fax Integration
published by Castelle on Jan 01, 2006
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.
Building Reliable IP Telephony Systems
published by ShoreTel on Aug 10, 2006
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.
Benchmark Portal All-in-One Report
published by Interactive Intelligence on Nov 29, 2006
Contact center managers, CTOs and IT professionals surveyed by BenchmarkPortal Inc. say they prefer a single, all-in-one source for all technology needs-and that they want their chosen single-source vendor to provide best-in-class functionality.
Citrix GoToAssist 8.0 Security White Paper
published by Citrix Online on Oct 31, 2007
GoToAssist is a hosted service that provides a way to deliver remote support to Windows-based computers. GoToAssist allows a user to request support from a support representative and then allows that representative to view and optionally control the end user's PC remotely. This guide is for Citrix® GoToAssist® customers and other stakeholders that need to understand how GoToAssist impacts information security risk and compliance in their environment.
Contact Center Software: Compare 6 Leading Solutions
published by InsideCRM.com on Jan 23, 2008
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.
Call Center Buyer's Guide: Learn Which Solution is Right For Your Business
published by InsideCRM.com on Jan 08, 2008
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.
Contact Center Services: Testing & Monitoring Solutions
published by Clarus Systems on Oct 24, 2007
Clarus Systems, Inc. has collaborated with IQ Services to deliver technology independent testing solutions that enhance end-to-end voice process lifecycle management within the contact center. The goal is to ensure a positive customer experience by incorporating voice testing and monitoring into every step of your contact center's life cycle - resulting in confidence that your solution works as designed.
Converting Service Calls Into Sales with Real-Time Offer Management
published by SAP 2 on Jan 08, 2008
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.
Getting the Most from Your Call Center Investment
published by Vendor Guru on Jan 24, 2007
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.
Going Online to Extend Reach, Enhance Relationships, and Build Sales
published by Citrix Online on May 02, 2007
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?
Helping Contact Center Agents Improve First Contact Resolution
published by Upstream Works on May 13, 2008
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.
Maximize the Savings of Call Center Multi-Sourcing (While Protecting Service Levels)
published by Echopass on May 22, 2007
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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