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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


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
Why CRM Is So Hard and What To Do About It: Data is key to making CRM work
Making a CRM investment work is a two-step process that begins with unifying disparate systems by creating and managing standardized, reusable business

call center magazine  on CRM systems for call center scripting, campaign management software and the like, companies can't accommodate a marketing department's simple request to link direct mailing or call center results to Web site hits for a given campaign. Thus, data integration can't happen without consistent data and comprehensive customer-related business definitions across the CRM infrastructure - e-mail, Web system, call center, direct mail, data mart, campaign management and so on. Most organizations have sharply Read More
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
SAP for Media-The Solution Portfolio for Newspaper and Magazine Publishers
The news certainly isn’t what it used to be. Today, rising costs, stagnating circulation figures, and falling advertising sales characterize the newspaper

call center magazine   Read More
Accounts Payable Takes Center Stage in Cash-constrained Economy
Cash is king in today’s difficult economic circumstances. Chief financial officers (CFOs) and other finance executives are under severe pressure to ensure their

call center magazine  Payable Takes Center Stage in Cash-constrained Economy Cash is king in today’s difficult economic circumstances. Chief financial officers (CFOs) and other finance executives are under severe pressure to ensure their cash management practices are top notch—and are placing renewed focus on accounts payable (A/P). Find out more. Read More
The VMTurbo Cloud Control Plane: Software-driven Control for the Software-defined Data Center
The software-defined data center has the potential to extend the agility, operational, and capital benefits of virtualization throughout the data center stack

call center magazine  VMTurbo Cloud Control Plane: Software-driven Control for the Software-defined Data Center The software-defined data center has the potential to extend the agility, operational, and capital benefits of virtualization throughout the data center stack. This paper outlines the need for software-driven control—the intelligence or “control plane” that can take advantage of the new software-defined capabilities, enabling enterprises and service providers to achieve the true potential of software-defined 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
Case Study: St. Vincent Heart Center
Until recently, St. Vincent Heart Center used an HTML-based intranet to disseminate various types of information to its 470 employees and 200 contract workers

call center magazine  Study: St. Vincent Heart Center Until recently, St. Vincent Heart Center used an HTML-based intranet to disseminate various types of information to its 470 employees and 200 contract workers. But information on that system wasn’t easy to find. Microsoft® Office SharePoint® Server 2007 offers the organization easy access to information—and it enhances productivity and supports increased security for confidential information. Read more about the benefits. Read More
Data Center Automation
With the increasing complexity of the data center and its dependent systems, data center automation (DCA) is becoming a necessity. To replace the costly and

call center magazine  Center Automation With the increasing complexity of the data center and its dependent systems, data center automation (DCA) is becoming a necessity. To replace the costly and inefficient human aspect of managing the data center, IT departments must adopt DCA solutions. Combined with utility-based computing architectures, these solutions can provide greater dynamics in the environment and facilitate speed of response to market demands. Read More
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call center magazine  Pro CRM Read More
TEC Launches Center to Help Companies Evaluate and Select ERP Distribution Software
Enterprise software analyst firm Technology Evaluation Centers (TEC) recently launched its ERP@Distribution Evaluation Center, to help companies compare the

call center magazine  software that has been specifically designed for companies in the distribution and logistics industries. Traditional distribution business needs are focused on moving goods through a supply chain, and the distribution software market has developed products to fulfill these needs. The software solutions developed for ERP-Distribution include the additional functionality of supply chain management (SCM), distribution process management (DPM), and retail and commerce. Dylan Persaud, senior ERP-Distribution Read More
Turn Your Call Center into a Strategic Asset
Successful organizations ensure that customers receive accurate answers and efficient follow-through on all commitments. Their call center agents are equipped

call center magazine  Your Call Center into a Strategic Asset Successful organizations ensure that customers receive accurate answers and efficient follow-through on all commitments. Their call center agents are equipped to handle all incoming and outgoing transactions, and their managers can make decisions based on timely administration, maintenance, and reporting analytics. Learn how new technologies can help you improve your call center and reduce costs without losing customers. 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

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