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Building the Small Contact Center
Until recently, customer interaction technologies were often considered too complex and costly for all but the largest businesses to justify. But today that

call center magazine  9 ) knows the issue. Call Center Magazine advises that user-friendly IVR systems should include no more than two menus, and a maximum of four selections for each menu. And customers should be able to transfer at any time to a live agent. Web and Email integration The Internet has established itself as an important way for customers to gather information and communicate with companies. Savvy Web-oriented firms take orders over the Web and make it easy for customers to track those orders as they progress 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 magazine


SalesForce.com Enterprise Edition
Salesforce.com Enterprise Edition provides customer relationship management (CRM) solutions that focus on sales force automation, marketing automation

call center magazine  salesforce com enterprise edition,salesforce enterprise edition,salesforce crm,salesforce sfa,salesforce pricing,salesforce solutions,salesforce developer edition,salesforce management,salesforce com enterprise edition,salesforce,salesforce automation,salesforce software,sales force crm,crm solution provider,call center crm solutions,sales force Read More
It’s About Process (or Ability to be Responsive) -- Part II
Part I of this blog series introduced the notions of workflow automation and business process management (BPM). It also tackled the similarities and subtle

call center magazine  BPM suite must also call on various siloed legacy applications that hold necessary information, for example, customer, inventory or logistics data. But to the ordinary user the complex process that runs over many enterprises and various systems should appear seamless. End-users should be spared the effort of hunting down the scattered information themselves, since the underlying BPM platform provides tools for: Business analysts to model (and change) the business processes and define the business rules Read More
Holistic Omni-Channel Customer Experience Spotlighted at KANA Connect
I couldn’t make it to the KANA Connect 2013 conference this September, but the marvels of modern technology allowed me to follow the event in real time through

call center magazine  center is a consolidated call center designed to make city government more user-friendly and responsive by providing one telephone number to call for information on city services and to report non-emergency concerns such as the need for pothole repair, traffic signal malfunction, and more than 50 other specific service requests. Customer service agents create service requests in the 311 Service Management system, where they are forwarded to the appropriate department for resolution, and tracked from Read More
Talking to an Unrelenting Cloud Enthusiast - Part 2
Part 1 of this blog series introduced Xactly Corporation, a provider of fully multi-tenant, software as a service (SaaS)-based solutions for sales performance

call center magazine  us on Twitter. We call the program FOX – Friends of Xactly . Early feedback has been really positive and has been a great way to give back to our customers in a fun and engaging way. PJ : What were the highlights of your 2011 user conference and what could one see/hear at Comp Cloud 2012 ? CC : CompCloud 2011 was our inaugural user conference and we welcomed a sold out crowd of more than 250 customers and partners.  At the recently held CompCloud 2012 we had even more sessions and opportunities for Read More
Enterprise Saves Over $1 Million on Sophisticated Call Routing to Nine Locations
In less than six months, RxAmerica was able to respond to unprecedented call volume—primarily from seniors seeking information on the US Medicare prescription

call center magazine  $1 Million on Sophisticated Call Routing to Nine Locations In less than six months, RxAmerica was able to respond to unprecedented call volume—primarily from seniors seeking information on the US Medicare prescription drug program—by increasing their service representative population by more than 500 percent, and by opening 6 new call centers. The cornerstone of their solution: a hosted call routing platform. Read More
How to Define Your Next Generation Contact Center Strategies
A contact center is a mission-critical component of any organization’s operations—regardless of who they service. Yet stakeholders often remain dissatisfied

call center magazine  to Define Your Next Generation Contact Center Strategies A contact center is a mission-critical component of any organization’s operations—regardless of who they service. Yet stakeholders often remain dissatisfied with its performance. In the past, contact centers benefited from advances in information and technologies, yet many companies struggled to determine how they could take advantage of these benefits. Find out how embracing both old and new technologies today can work. Read More
TEC Joins Forces with BPT Partners to Create the Industry’s Leading CRM Evaluation Center
Technology Evaluation Centers (TEC) , the world’s foremost provider of enterprise software evaluation tools, is pleased to announce its new strategic

call center magazine  Joins Forces with BPT Partners to Create the Industry’s Leading CRM Evaluation Center TEC Joins Forces with BPT Partners to Create the Industry’s Leading CRM Evaluation Center February 28, 2007 Montreal, Quebec, February 28, 2007— Technology Evaluation Centers (TEC) ( www.technologyevaluation.com ), the world’s foremost provider of enterprise software evaluation tools, is pleased to announce its new strategic partnership with BPT Partners LLC (BPT) ( www.bptpartners.com ), a leading source of Read More
Best Practices for Improving Performance in Your Contact Center
In successful contact centers, top agents provide a superior experience for customers and ultimately help grow revenue for a company. How does your contact

call center magazine  Practices for Improving Performance in Your Contact Center In successful contact centers, top agents provide a superior experience for customers and ultimately help grow revenue for a company. How does your contact center stack up to the competition? Are you doing all you can to run a high-performing contact center that keeps customers happy and builds long-term relationships? In this guide, experts share their top 6 best practices for improving contact center performance. Read More
Supply Chain Competence Center - Gross & Partner


call center magazine  Chain Competence Center - Gross & Partner Read More
8 Solutions Designed to Optimize the Data Center
As your business grows, so too does the complexity of your data center. Along with this complexity, there are problems such as the inflexibility caused by

call center magazine  Solutions Designed to Optimize the Data Center As your business grows, so too does the complexity of your data center. Along with this complexity, there are problems such as the inflexibility caused by operating systems, applications, and associated data, which are bound to the hardware they are installed on. Discover eight ways to optimize the infrastructure in your data center using virtualization products designed to work with your current technologies. Read More
Rethinking Customer Service: The Call Center as Corporate Information Hub
At most companies, the customer service department’s primary goal has been to manage complaints as cheaply as possible, not to build enduring relationships with

call center magazine  Customer Service: The Call Center as Corporate Information Hub At most companies, the customer service department’s primary goal has been to manage complaints as cheaply as possible, not to build enduring relationships with customers. This e-book looks at how the call center can help drive a proactive, rather than reactive, approach to business. Experts from the call center world share strategies and shifts that must take place within companies if they are to be vital and nimble in the 21st Read More
Best Phone Systems for a Successful Call Center
The phone system in your call center should help you achieve some very specific objectives, such as: increasing revenue opportunities, reducing costs

call center magazine  Systems for a Successful Call Center The phone system in your call center should help you achieve some very specific objectives, such as: increasing revenue opportunities, reducing costs, maximizing productivity, and improving customer satisfaction. This paper reviews seven leading call center phone systems in order to help phone system buyers make the right purchasing decisions on phone system features, reliability, scalability, and cost effectiveness. Read More
Webtrends Launches Action Center
The digital intelligence solutions vendor Webtrends has introduced the Action Center platform supported by Webtrends Streams, a streaming architecture pushing

call center magazine  Launches Action Center The digital intelligence solutions vendor Webtrends has introduced the  Action Center platform  supported by Webtrends Streams, a streaming architecture pushing real-time visitor and event-level data into marketing systems. In other words, the platform facilitates the integration of in-session and historical customer-level data into systems that marketers use including e-mail, display ad networks, SMS messaging, customer relationship management (CRM), etc. Action Read More
Data Center Projects: System Planning
System planning is the Achilles’ heel of a data center physical infrastructure project. Planning mistakes can propagate through later deployment phases

call center magazine  Center Projects: System Planning System planning is the Achilles’ heel of a data center physical infrastructure project. Planning mistakes can propagate through later deployment phases, resulting in delays, cost overruns, wasted time, and a compromised system. These troubles can be eliminated by viewing system planning as a data flow model, with sequenced tasks that progressively transform and refine data from initial concept to final design. Learn more. Read More

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