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Call Center Protocols: Getting Problems Solved!
Customer support agents (CSAs) are the first line of support for the client when a problem arises. If a level-1 CSA has tried all introductory problem-solving

call center it incident handling  be remembered that the call center environment involves more than just systems and protocols; it also involves the all-important factor in actually getting problems solved: human interaction. This puts a responsibility not only on the CSA, but on the client being served as well. For that reason, and based upon my experience as escalation lead in a helpdesk environment, I think it’s important that the client always be courteous with CSAs; they are trying their best to resolve problems promptly and Read More...
Business Process Outsourcing (BPO)
Business process outsourcing (BPO) services manage critical front- and back-office processes that can include human resources and accounting as well as customer-related services such as contact cen...
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Documents related to » call center it incident handling


Sword Ciboodle-One More BPM-Centric CRM Provider
What does BPM have to do with CRM? Sword Ciboodle can tell you. The vendor delivers process-based customer interaction solutions to contact centers to improve

call center it incident handling  manage customers calling into call centers and then subsequently conduct case management. But even for that, Sword Ciboodle does not have a strong KM offering, compared with, say, Oracle/InQuira, Consona CRM, or eGain. While the vendor’s geographic presence is wide, its customer references seem to be coming primarily from English-speaking regions. Non-English speaking prospective customers might want to perform the standard due diligence before selecting the product. Last but not least, the product is Read More...
The Modern Virtualized Data Center
Data center resources are often underused while drawing enormous amounts of power and taking up valuable floor space. Virtualization has been a positive

call center it incident handling  Modern Virtualized Data Center Data center resources are often underused while drawing enormous amounts of power and taking up valuable floor space. Virtualization has been a positive evolutionary step in the data center, driving consolidation of resources to maximize power saving and to simplify management and maintenance. Learn more about the benefits of virtualization, and the issues you need to consider when planning a consolidation project. Read More...
IT Investment Decision Making: Getting to
Many technology sales cycles get bogged down in the IT department. But while it is unlikely that a sale will get anywhere without IT management buy-in, IT

call center it incident handling  receptive when the sales-people call? It will vary for every deal, but there are some common rules that apply for all sales situations. There are also some significant differences depending on industry and company size and a number of ways to reach the various decision makers too. This report aims to unravel some of the mysteries. The findings are based on interviews with 300 senior managers in UK based end-user IT organisations, one third of them IT managers, one third of them finance managers and the Read More...
IT Investments and Business Value
The view of technology has evolved over time—from a strategic enabler and a competitive weapon to an operational overhead. IT projects that come in over budget

call center it incident handling  IT projects,IT investment,perception of IT,CIO responsibility,IT business strategy Read More...
IT Governance: Maximizing the Business Investment
Implementing information technology (IT) governance means using a structure of relationships and processes to direct an organization. Some project portfolio

call center it incident handling  Governance: Maximizing the Business Investment Introduction Information technology (IT) management and chief information officers (CIO) share a common goal to maximize the value of their IT investments. Achieving this requires a strong foothold on the multiple projects taking place at any given time. Identifying risk, resource utilization, and earned value with a portfolio of IT projects necessitates the implementation and adoption of standards processes to track and respond to any red flags that may Read More...
Elitser IT Solutions India
For over eight years, Elitser IT Solutions India, formerly known as Java Softech, has provided business solutions and technology-based services to its customers

call center it incident handling  IT Solutions India For over eight years, Elitser IT Solutions India, formerly known as Java Softech, has provided business solutions and technology-based services to its customers around the world. The company offers on-site, off-site, and offshore development models, and has developed and deployed enterprise solutions for the healthcare, banking, finance and education sectors. Elitser IT is headquartered in Singapore, with a development center in Hyderabad, India, and offices in the United States Read More...
Missing PDF Fonts: Why It Happens and What You Can Do About It
Fonts are the essential elements of any portable document format (PDF) file, but are often taken for granted by most readers. But what if you are a developer

call center it incident handling  or even go missing. Specifically, these documents provide an overview of some of the problems associated with missing font information in PDFs. The first document presents the Portable Document Format as well as industry terms and concepts related to that format. The problem of missing font information will also be introduced. The second document expands on those terms and concepts and explores some of the common scenarios in which PDFs are either missing partial or entire font information. Brief Read More...
IT Service Management-A Road Map for Success
Although information technology service management (ITSM) is not a new discipline, many organizations have yet to adopt it as a part of their IT service

call center it incident handling   Read More...
Red Hat Summit 2014: Open Source at the Forefront of IT
For Red Hat, the recent summit that took place in California was special in many instances. It marked the 10th anniversary of the Red Hat Summit and the

call center it incident handling  Red Hat, Red Hat Summit, IT, IT deployment, open source, enterprise IT, cloud, Linux, Docker, Read More...
Case Study: Trillium Health Center
For Trillium Health Center, one of Canada’s largest community hospitals, getting the right information to the right people at the right time is essential to

call center it incident handling  Study: Trillium Health Center For Trillium Health Center, one of Canada’s largest community hospitals, getting the right information to the right people at the right time is essential to providing the best patient care. But the center’s dashboard system was not providing the needed insight. With Cognos, the center developed an initiative to integrate all data for faster, more accurate information. Learn more about the strategy and the benefits. Read More...
The Path to World-class IT Governance: Maturing Your IT Organization to the Next Level
Many IT organizations lack clear well-defined plans that will bring them to mature governance. By focusing on seven key process categories, an organization can

call center it incident handling   Read More...
How to Save $20,500 on Call Center Software
Even if you only have a few agents fielding customer service calls, call center software can give your business a more professional interface with customers

call center it incident handling  to Save $20,500 on Call Center Software Even if you only have a few agents fielding customer service calls, call center software can give your business a more professional interface with customers. This white paper discusses the benefits of call center software, features of call center software, and the costs you can expect when you start using call center software. There is also a cost breakdown that shows you how to save money on your call center software. Read More...
E-discovery Compliance and The New Requirements of IT: The IT Manager’s Guide to 100% Compliance
Considering that e-mail and other electronically stored information (ESI) create the electronic equivalent of DNA evidence, there is no doubt that their

call center it incident handling  that e-mail and other electronically stored information (ESI) create the electronic equivalent of DNA evidence, there is no doubt that their evidentiary role will continue to expand. Learn how implementing a strategic e-discovery compliance program can help US and Canadian employers preserve, protect, and produce legally compliant e-mail and other ESI when compelled to do so by a court or regulatory body. Read More...

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