Call Center Article

Off-shoring: Are You Getting Your Money's Worth?

by Joe Strub ... software development; remote implementation; call center support; regulatory compliance. For each area, the article defines the extent of the exposure, negative ... http:/.../Research/ResearchHighlights/Outsourcing/2006/08/research_notes/MI_OE_XJS_08_30_06_1.asp - 21k - 2006-08-30 Summary: Are companies that offshore software development, call center operations, and remote implementations really saving money? Are customers and users realizing benefits? Indeed, there are areas where savings can be misstated. But companies can do something to protect themselves against disappointments.

The Power of Knowledge -- Knowledge is Power (Part 1) » The TEC ...

... For more on the use of KM for call centers, see TEC’s earlier article entitled “Bolstering the Call Center with Service Resolution Management Processes.”. ... blog.technologyevaluation.com/blog/2008/12/23/the-power-of-knowledge-knowledge-is-power-part-1/ - 57k - 2008-12-23

The Power of Knowledge -- Knowledge is Power (Part 3) » The TEC ...

... As an idea, see TEC’s earlier article/podcast entitled “Social Networks: How ... is more oriented towards field service than to the call center and consumer ... blog.technologyevaluation.com/blog/2009/03/03/the-power-of-knowledge-knowledge-is-power-part-3/ - 53k - 2009-03-03

Integrating Customer Relationship Management and Service ...

by P.J. Jakovljevic ... This is because contact center agents' working conditions ... achieve these performance goals, call centers are ... Almost anyone reading this article has experienced ... http:/.../Research/ResearchHighlights/CRM/2007/12/research_notes/TU_CR_PJ_12_07_07_1.asp - 17k - 2007-12-07 Summary: The business case for integrating call center service resolution management into customer relationship management is becoming increasingly obvious, as companies need to rely more on inbound (customer-generated) calls than on outbound telemarketing efforts.

It Isn't the Fall, It's the Sudden Stop

by J. Dowling ... The Transition Plan necessary to integrate companies and management forced the Call Center Company to ... This article originally appeared in Mid-Range Computing. ... http:/.../Research/ResearchHighlights/ExecutiveView/2002/01/research_notes/MI_EV_JFD_01_10_02_1.asp - 12k - 2002-01-10 Summary: Skillful management of transitions is essential for IT professionals. It is not simple and it not recognized when it is done right, but when done wrong, the noise of the sudden stop rings in everyone's ears for a long time.

Nortel and Clarify: Was There Ever Synergy Enough to Support this ...

by Randy Garland ... to John Geralds writing in an article for VNUNet.com recently, "a reseller agreement with SAP, in which SAP was to resell Clarify call center software [mySAP ... http:/.../Research/ResearchHighlights/eCommerce/2001/07/research_notes/EN_EC_RGG_07_26_01_1.asp - 19k - 2001-07-26 Summary: Back in 1999, when Nortel was on a buying spree and reeling in record profits, it plunked down US$2.1 billion dollars for Clarify Inc., a leader in the CRM space that was bringing in $250 million in revenues annually. Now, in July of 2001, with Nortel expecting losses in the order of US$19.2 billion, Cl

TEC: Incentive and Compensation Management (ICM) Evaluation Center

... CRM) application to budget and execute compensation strategies affecting sales personnel, distribution and channel partners, and call center employees. ... http://hr.technologyevaluation.com/incentive-compensation-management/ - 49k - 2009-08-31

Supply Chain Management: Morphing the Functional Scope of Service ...

by P.J. Jakovljevic and Olin Thompson ... resource management, which is the main focus of this article, consists of ... Two primary capabilities that are required in this process are call center and field ... http:/.../Research/ResearchHighlights/SCM/2005/07/research_notes/MN_SC_PJ_07_30_05_1.asp - 25k - 2005-07-30 Summary: The quintessential business challenge is to minimize downtime on assets while minimizing the cost of spare and replacement parts inventory. To meet these challenges, heavy investments have been made in extensive spare ad replacement parts networks.

Customer Data Integration: A Primer

by Lyndsay Wise ... Disparate applications such as billing and call center systems do not always feed into one ... This article will provide an overview of CDI within CRM, and see how ... http:/.../ResearchHighlights/BusinessIntelligence/2006/08/research_notes/TU_BI_LW_08_22_06_1.asp - 21k - 2006-08-22 Summary: Customer data integration (CDI) involves consolidation of customer information for a centralized view of the customer experience. Implementing CDI within a customer relationship management initiative can help provide organizations with a successful framework to manage data on a continuous basis.

Customer Data Integration: A Primer

by Lyndsay Wise ... Disparate applications such as billing and call center systems do not always feed into one ... This article will provide an overview of CDI within CRM, and see how ... http:/.../ResearchHighlights/BusinessIntelligence/2009/09/research_notes/TU_BI_LW_09_11_09_1.asp - 21k - 2009-09-11 Summary: Customer data integration (CDI) involves consolidation of customer information for a centralized view of the customer experience. Implementing CDI within a customer relationship management initiative can help provide organizations with a successful framework to manage data on a continuous basis.