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Call Center Buyer’s Guide
A call center can be so much more to your enterprise than a costly necessity. By carefully selecting an on-premise contact center solution, your company can

call centres  centre solutions | inbound call centres | outsourced call centre | solutions call centres | virtual call centre | virtual call centre solutions | working solutions call centre | CRM top 10 call center | CRM call center application | CRM call center attrition | CRM call center automation | CRM call center business | CRM call center center | CRM call center company | CRM call center consulting | CRM call center contact | CRM call center equipment | CRM call center helpdesk | CRM call center inbound | CRM Read More...
Help Desk for the Health Care Industry
Help Desk is an application for assisting and managing calls for support from computer users. It also includes computer and software inventory tracking along with technical support knowledge bas...
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Documents related to » call centres


Nearshoring: Looking Closer to Home
Companies looking for savings but worried about the risks and cultural barriers involved in offshore outsourcing, whose business processes have a strong

call centres  has seen companies locate call centres in India that work well, but it depends on the company's profile. If you are a UK company using India as a basis for a call centre, it is perfectly acceptable, he says. But then, it is relatively easy to find English speakers in India. If you are a German company, you are likely to do it in the Czech Republic or Poland and take the transactional stuff further out. Companies will find cost reduction less of an advantage when working in nearshore operations, says Read More...
Web-site Strategy for Organizations in the Corporate Services Industry
As marketing budgets shrink and companies in the corporate services industry aim to leverage their Web sites as less expensive alternatives to traditional

call centres  cent trust what we call ‘a person like me’. Tools such as blogs, forums, whitepapers and resource centres allow organisations to demonstrate thought leadership, engage customers and prospects and provide detailed information, while analytical tools such as Google Analytics, coreDNA Statistics or Omniture allow organisations to ensure the information contained in these arenas is of relevance, by providing detailed information regarding visitors and how they find, interact with and eventually leave the Read More...
6 Key Elements-A Guide to Delivering a Consistent Outstanding Customer Experience in the Contact Centre and Beyond
Customers are the lifeblood of any business, and receiving quality customer service is a major factor in their purchasing decisions. There are six key elements

call centres  example, pressure to increase call volumes can adversely affect how much agents can achieve when speaking with customers, or indeed, the level of satisfaction the customer feels as a result of the interaction. Outstanding Customer Experience Guaranteed In today's competitive marketplace, the customer is King and demands the right to mandate how he or she will interact with your organisation. Customers want multiple touch points, 24 x 7 access, to have their value to your organisation recognised and Read More...
NavisionDamgaard Reverts To Navision, But In Name Only
Recent product releases and a profitable quarterly report from Navision, a recently merger-formed and rebranded Danish provider of enterprise business solutions

call centres  select which customers to call based on entered criteria, and determine from past history what they are most likely to need now. Tele-sales representatives can then guide customers through the process of selecting items to purchase, suggesting alternatives, negotiating the price and scheduling delivery. Customer service representatives can also check the status of an order and expedite delivery if necessary. The products are slated for general availability release to its resellers called Navision Read More...
Call Pro CRM


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Tis The Season for Call Center Fraud
To optimize customer buying experience and create a human connection to their brand, online retailers, or eTailers, increasingly turn to call centers. Although

call centres  The Season for Call Center Fraud To optimize customer buying experience and create a human connection to their brand, online retailers, or eTailers, increasingly turn to call centers. Although many eTailers invest in technology to thwart online fraud, many have ignored protecting their own call centers. Thus, these centers have not had the same level of fraud deterrence. Learn more about detecting call center fraudsters among a sea of valid shoppers. Read More...
Active Voice Releases Unity 2.4
Release 2.4 of Active Voice’s Unity Unified Messaging solution has hit the streets touting software only support for Cisco’s Call Manager 3.01, unlimited usage

call centres  only support for Cisco's Call Manager 3.01, unlimited usage of ViewMail for Microsoft Outlook and a special agreement with Microsoft to allow telephone only users access to his/her inbox, without the need to purchase a Client Access License (CAL). Unity 2.4 also allows a user to redirect e-mails and their associated attachments with a common touch-tone telephone due to an enhanced fax module, which offers up to 24 ports of fax capacity. Unity Enterprise is recognized as one of the three leaders in the Read More...
Fonolo for the Financial Industry: Reducing Call Center Costs While Improving the Customer Experience
As a company in the financial sector, you place extremely high demands on your call center. The complicated and sensitive nature of the calls requires an agent

call centres  the Financial Industry: Reducing Call Center Costs While Improving the Customer Experience As a company in the financial sector, you place extremely high demands on your call center. The complicated and sensitive nature of the calls requires an agent who is highly trained and experienced. This leads to a high cost per call. At the same time, sacrificing caller satisfaction is not an option. This creates a tough challenge: How do you decrease the cost per call, while improving the customer experience? Read More...
The ROI Dilemma - Part 1 - Look at how bad you Look!
If you're going to use ROI in order to find new business or, justify your solution, be careful. ROI is a loaded gun and you might just shoot yourself.

call centres  start out an executive call or conversation with a big, bold statement . If I followed their advice, I might start out my call with Karen like this. Karen, this is Bob Riefstahl with Future RFP Software. The reason for my call is that I believe our firm can help you reduce your inventory by 20%. Karen hangs up. Why? Because she's been trying (unsuccessfully) for 3 years to reduce inventory by 5% relative to sales! Welcome to the second Crime in our story. I call it Talking to the Wall . When you use Read More...
Purchasing CRM for Contact Centers
Every business is in business to generate revenue. The more revenue generated, the happier everyone is. A company’s call center is no different. But how do you

call centres  everyone is. A company’s call center is no different. But how do you manage your call center to run as efficiently and productively as possible? While CRM software will represent an investment when initially implemented, it offers the possibility for a favorable return on investment. See how a CRM solution can benefit your call center. Read More...
Acuity, Inc.
Looking for instant answers? Acuity (formerly iChat) makes software that lets call center representatives chat with customers over the Internet and respond

call centres  makes software that lets call center representatives chat with customers over the Internet and respond instantaneously to questions via the same technology used to facilitate chat rooms. Its WebCenter Enterprise manages Internet-based customer service sessions by offering self-help, queuing calls to be handled by representatives, and responding to routine questions by e-mail. Founded in 1995, the company initially focused on consumer chat programs, but it has sold off its ichat product line and 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 centres  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...
Vertical Solutions Partners with CallCopy to Enhance Customer Experience and Field Service Management Platform
CallCopy and Vertical Solutions today announced a new partnership, agreeing to integrate CallCopy's cc:Discover Call Recording and Workforce Optimization suite

call centres  to integrate CallCopy's cc:Discover Call Recording and Workforce Optimization suite with Vertical Solutions' cloud-based VServiceManagement and VContactCenter. Vertical Solutions is known for its field service management platform to which it has added the capability to create a library of customer interaction records. As a result, customers and client-facing employees can now access and reuse knowledge accumulated over time. Additionally, cc:Discover can be used towards achieving better Read More...

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