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Enhancing Interaction Center ROI in Turbulent Economic Times: Beyond Traditional Data Sources for Workforce Automation
Interaction center managers must deliver greater value on smaller budgets. But you can’t simply cut costs and services, or your customers won’t remain satisfied

interaction center  Interaction Center ROI in Turbulent Economic Times: Beyond Traditional Data Sources for Workforce Automation Enhancing Interaction Center ROI in Turbulent Economic Times: Beyond Traditional Data Sources for Workforce Automation If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. SAP's ecosystem offers the most comprehensive and consistent industry approach to enable customers, partners, and individuals to accelerate innovation, 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 » interaction center


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

interaction center  handling a single customer interaction via the contact center can vary by industry from $7.01 in financial services to $8.16 in consumer products to $17.10 for health care providers. Multiply such figures by hundreds or thousands of interactions each day and it becomes clear why companies invest heavily in systems, agent recruitment and training to make each interaction productive and profitable. The Gartner Group in a May 2001 Research Note identified the average costs to support different contacts as: Read More...
The Profit-minded Contact Center: Building an ROI Case for Customer Interaction Solutions in Financial Services
Today, financial services firms are increasingly focusing on organic growth—forcing contact centers to drive cross-selling efforts as well as strengthen

interaction center  ROI Case for Customer Interaction Solutions in Financial Services Today, financial services firms are increasingly focusing on organic growth—forcing contact centers to drive cross-selling efforts as well as strengthen customer relationships. But in order to contribute to profitable growth, they must be able to quickly identify and address customers in a personalized fashion and present offers that are highly relevant. Discover how a customer interaction optimization solution can help. Read More...
Help Is on the Line for Call Center Challenges
Call centers typically struggle with two major issues: ensuring high quality multi-channel communication and dealing with high employee turnover.Multi

interaction center  important as well. Customer Interaction Center by Interactive Intelligence Interactive Intelligence’s Customer Interaction Center (CIC) for the contact center provides a series of interaction management tools, including multi-channel interactive voice response (IVR) for calls and emails through a built-in customization tool that facilitates the creation of scripts across channels. The solution accommodates complex IVR menu-scripts that have a large number of options and branching. CIC offers support Read More...
Turn the Internet into a Strategic Sales and Interaction Channel
With the emergence of the Internet, the business environment has changed for many organizations, and will change to an even greater extent in the future. Indeed

interaction center  by understanding your customers' interaction needs and preferences, comprehending the channel economics and channel dynamics, and synchronizing your online and offline business across different channels. Operational excellence is absolutely crucial and must encompass entire business processes from end to end to ensure success. Customer Experience: The Key to Success As customers are increasingly pressuring organizations to invest in Internet technology, confusion and skepticism abound about how to best Read More...
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

interaction center  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...
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

interaction center  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...
TEC Launches Center To Help Companies Evaluate and Select Point of Sale Software
Enterprise software analyst firm Technology Evaluation Centers (TEC) recently launched its Point of Sale Systems Evaluation Center, to help companies compare

interaction center  Launches Center To Help Companies Evaluate and Select Point of Sale Software TEC Launches Center To Help Companies Evaluate and Select Point of Sale Software Enterprise software analyst firm Technology Evaluation Centers (TEC) recently launched its Point of Sale Systems Evaluation Center, to help companies compare the most qualified POS systems based on their own, unique business needs. Leading industry analyst research predicts that IT spending in retail will increase from $109 billion in 2003 to Read More...
Supply Chain Competence Center - Gross & Partner


interaction center  Chain Competence Center - Gross & Partner Read More...
Considerations for Owning versus Outsourcing Data Center Physical Infrastructure
When faced with the decision of upgrading an existing data center, building new, or leasing space in a retail colocation data center, there are both

interaction center  for Owning versus Outsourcing Data Center Physical Infrastructure When faced with the decision of upgrading an existing data center, building new, or leasing space in a retail colocation data center, there are both quantitative and qualitative differences to consider. The 10-year TCO may favor upgrading or building over outsourcing; however, this paper demonstrates that the economics may be overwhelmed by a business’ sensitivity to cash flow, cash crossover point, deployment timeframe, 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

interaction center  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...
Automation for the New Data Center
Data centers are squeezed by a variety of pressures, such as power consumption, heating, ventilating, and air conditioning (HVAC) requirements, new servers

interaction center  for the New Data Center Data centers are squeezed by a variety of pressures, such as power consumption, heating, ventilating, and air conditioning (HVAC) requirements, new servers, human error, patching, asset tracking, and more. On top of this, you have to keep up with dynamically changing business requirements. One of the key ways you can address these dilemmas, however, is through server consolidation using virtualization. Read More...
Data Center Projects: Project Management
In data center design projects, flawed management frequently leads to delays, expense, and frustration. Effective project management requires well-defined

interaction center  services will have potential interaction or dependencies with the other suppliers to the project. For example, fire suppression installation depends upon piping and wiring that must be installed first, both of which may be handled by a different supplier. While each of these suppliers will have its own project manager to conduct the work it contributes to the project, there is an additional project role that spans all suppliers: coordination. Coordination provides an interface among suppliers with whom Read More...
IP Devices Promise the Future of Data Center Control and Management
The need for secure remote management tops network administrators’ “to do” lists. Until now, this was cost-prohibitive for all but the largest data centers

interaction center  Devices Promise the Future of Data Center Control and Management The need for secure remote management tops network administrators’ “to do” lists. Until now, this was cost-prohibitive for all but the largest data centers. However, Internet protocol (IP) remote management devices are now affordable, enabling all organizations to benefit from secure IP access throughout an office in a distributed computing environment or around the globe—all via an Internet connection and browser. Read More...
Through Engagement and Interaction, The LEGO Group Nurtures Loyalty Among Consumers
In 2004, LEGO suffered a loss of roughly $191 million after venturing into new areas. The toymaker needed to refocus on its construction toys and related

interaction center  Engagement and Interaction, The LEGO Group Nurtures Loyalty Among Consumers In 2004, LEGO suffered a loss of roughly $191 million after venturing into new areas. The toymaker needed to refocus on its construction toys and related customer experience and loyalty management to return to growth. See how LEGO now engages with consumers, discovers which experiences and product features enthusiasts want to see, and incorporates real-world demand into its new offerings—thereby nurturing consumer Read More...

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