Documents » call center research
Abstract: Many organizations don’t understand the effectiveness of their talent management programs relative to their competitors’.
SHL Talent Analytics is changing the way organizations think about their talent—by adding a new dimension to talent analytics.
TEC analyst Sherry Fox looks at how this system pr (...)
Excerpt related to call center research:
Many organizations don’t understand the effectiveness of their talent management programs relative to their competitors’.
SHL Talent Analytics is ...
Published 2012-02-08
Abstract: Attensity has found a way to truly capture the voice of the customer with its new breed of customer experience management
(CEM) solutions. TEC analyst Jorge García looks at how Attensity’s CEM products can help organizations analyze customer conversations
across multiple channels, extract actionable d (...)
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Attensity has found a way to truly capture the voice of the customer with its new breed of customer experience management
(CEM) solutions. TEC ana...
Published 2012-01-12
Abstract: TEC principal analyst P.J. Jakovljevic reviews the functional and strategic details that make Emptoris solutions for spend
analysis, supplier lifecycle management, and services procurement successful. Since its founding in 1999, Emptoris has evolved
into a world leader in strategic supply, category spend, (...)
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TEC principal analyst PJ Jakovljevic reviews the functional and strategic details that make Emptoris solutions for spend analysis,
supplier lifec...
Published 2012-01-10
Abstract: RedPrairie provides best-of-breed supply chain execution, workforce, and all-channel retail solutions designed to streamline
and expedite the flow of goods from raw materials into the hands of the consumer. In this article, TEC senior analyst P.J.
Jakovljevic describes how the company has positioned itse (...)
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RedPrairie provides best-of-breed supply chain execution, workforce, and all-channel retail solutions designed to streamline
and expedite the flow...
Published 2011-12-29
Abstract: ABAS Business Software has built a name for itself as a mid-market enterprise resource planning (ERP) vendor to contend with.
In his latest article, TEC principal analyst P.J. Jakovljevic reviews the company’s major ERP offering, describes how the
mid-market ERP vendor the differentiated itself from th (...)
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ABAS Business Software has built a name for itself as a mid-market enterprise resource planning (ERP) vendor to contend with.
In his latest articl...
Published 2011-12-07
Abstract: Kronos, the company that introduced the first micro-processor time clock in the 1970s, knows how tricky workforce management
(WFM) can be. In this article, TEC principal analyst P.J. Jakovljevic looks at WFM challenges facing organizations, particularly
those with large, complex workforces, and how Krono (...)
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Kronos, the company that introduced the first micro-processor time clock in the 1970s, knows how tricky workforce management
(WFM) can be. In this...
Published 2011-12-02
Abstract: With the continued success of Microsoft Dynamics CRM, one wonders how the company can continue to provide innovative products
and dominate the CRM market? TEC principal analyst P.J. Jakovljevic talks with the CRM product manager on how the product’s
lesser-known facts, including new social collaboratio (...)
Excerpt related to call center research:
With the continued success of Microsoft Dynamics CRM, one wonders how the company can continue to provide innovative products
and dominate the CRM...
Published 2011-10-31
Excerpt related to call center research:
... Astute Solutions was founded in 1995 to offer call center and issue
management software, which later became a full customer service solution. ...
Published 2011-10-24
Abstract: Online services like Facebook and Twitter are rewriting the rules on customer service. Complaints that once would have stayed
at the water cooler are now broadcast effortlessly by consumers. And because these comments are searchable and permanent,
they are extraordinarily powerful. This paper presents th (...)
Excerpt related to call center research:
Social Media and Your Call Center: Three Lessons Every Call Center
Manager Should Learn and Apply. Source: Fonolo. Document Type: White ...
Published 2011-09-26
Abstract: Principal Analyst P.J. Jakovljevic takes a close look at the business process management (BPM) vendor, AuraPortal, and how
the BPM suite address the diverse needs of its client base. Read more. AuraPortal, a new business process management (BPM)
vendor, offers a solution that creates business process exec (...)
Excerpt related to call center research:
Principal Analyst PJ Jakovljevic takes a close look at the business process management (BPM) vendor, AuraPortal, and how the
BPM suite address th...
Published 2011-08-31
Excerpt related to call center research:
... strategic to the prospect, ie, basically they treat it only as a cost center. ...
is your message to customers where knowledge management (KM) and call-centers is ...
Published 2011-07-11
Excerpt related to call center research:
... Research shows that over the last 15 years customer ... and mortar”
branch/store, online, contact center, e-mail ... proficiency and style of the call
center agent or ...
Published 2011-06-20
Abstract: 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 (...)
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Best Practices for Improving Performance in Your Contact Center. Source: Focus Research.
Document Type: White Paper Description: In successful contact centers ...
Published 2011-05-17
Abstract: 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 (...)
Excerpt related to call center research:
... Best Practices for Improving Performance in Your Contact Center. Source: Focus Research.
Description: In successful contact centers, top agents provide a ...
Published 2011-05-17
Excerpt related to call center research:
... Warranty entitlement, service content, and call-center knowledge management
(KM) are not TAKE Supply Chain’s areas of focus (compared to, say, Servigistics ...
Published 2011-05-05
Abstract: Learn about Infor S&OP 1.0 and follow a discussion between TEC Principal Analyst P.J. Jakovljevic and Infor’s SCM product
managers on the S&OP market. With the release of Infor S&OP 1.0, Infor dispels rumors that it’s not an aggressive product
innovator. Learn about the features and functions of Infor (...)
Excerpt related to call center research:
Learn about Infor S&OP 1.0 and follow a discussion between TEC Principal Analyst PJ Jakovljevic and Infor’s SCM product
managers on the S&OP mark...
Published 2011-05-02
Excerpt related to call center research:
... in multiple ways (eg, via Internet chat, call center conversations,
etc ... duty work of a distribution center (DC) and ... as discussed in
my 2009 research article on ...
Published 2011-04-13
Abstract: TEC's P.J. Jakovljevic runs down the history of Servigistics, a service lifecycle management (SLM) platform provider, and
interviews its chief visionary. Founded in 1999, Servigistics, initially a service parts planning and optimization (SPP/O)
specialist, has become a full-fledged service lifecycle manag (...)
Excerpt related to call center research:
TEC's PJ Jakovljevic runs down the history of Servigistics, a service lifecycle management (SLM) platform provider, and
interviews its chief visi...
Published 2011-04-08
Excerpt related to call center research:
... As described in AMR Research’s 2006 book entitled “The Future of Enterprise ...
nature of a client’s service needs, from managing the incoming call to field ...
Published 2011-04-04
Excerpt related to call center research:
... possible. The retail stores, field service, and call center markets
are cluttered with workforce scheduling solutions providers. These ...
Published 2011-03-30
Documents » call center research