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Software Functionality Revealed in Detail
We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.
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 set up call center


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

set up call center  locate the necessary skill set required by a customer care, sales, collections, or other interaction. The functionality can also grasp various levels of competency within a skill or include business criteria to routing schemes. In addition, CIC offers the option to record and monitor calls for supervisory and quality insurance purposes. In fact, a supervisor is able to provide coaching during a customer-call center representative interaction, as a different phone line is opened between the supervisor and

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Software Functionality Revealed in Detail

We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.

Get free sample report
Compare Software Solutions

Visit the TEC store to compare leading software by functionality, so that you can make accurate and informed software purchasing decisions.

Compare Now

CRM for Financial and Insurance Markets RFI/RFP Template

Insurance and Investment, Marketing Automation, Sales Force Automation (SFA), CRM Analytics, Call Center and Customer Service, Professional Services Automation (PSA), e-CRM, E-Mail Response Management, Industry Vertical Module Availability, Product Technology  

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Documents related to » set up call center

When Customers Call, and They Will, Will Your IVR Be Ready?


Reports have indicated that more and more customers are using online and other self-service tools to resolve issues. That said, analysts are not predicting that call volumes will be dropping significantly. This means that interactive voice response (IVR) technology can still be crucial to a company’s customer experience.

This report from Frost & Sullivan looks at what customers dislike about and require from IVR systems. It presents the case that some customers reject calling as a method for problem resolution not simply because of preference for other options, but because of problems within the current IVR technology or IVR set-up that a business has implemented. Also examined is IVR solution implementation in specific industries, including fields like health care, utilities, financial services, and retail.

Download the report to learn more about how IVR is a key component of a multi- and omni-channel customer experience strategy, and how understanding today's caller will help direct your IVR strategy and put you on the path to greater customer loyalty.

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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. To better weather the economic storm, release the untapped potential of your interaction center with software that maximizes your workforce management capabilities. Learn how to go beyond traditional channel data for bigger contact center return on investment.

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Professional Services Are Catching-up With CRM


The CRM market is shifting. Instead of looking for an all-purpose and horizontal oriented CRM application, customers are seeking a more specialized and industry specific tool. From the larger organization to the smallest customers, CRM buyers are expecting their applications to follow their business model with limited need for customization. Interface Software, which is focused on the professional services market, is an example.

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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 picture has changed. Encouraged by declining technology costs and changing customer expectations, and pressured by competition, small and midsized companies are investing in key customer service building blocks, such as contact centers.

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Bolstering the Call Center with Service Resolution Management Processes


Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management) have, despite initial glitches, reportedly helped some service companies realize remarkable returns on investment in addition to improved customer satisfaction rates.

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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 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.

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Outsourcing Center


Founded in 1997, Outsourcing Center provides outsourcing research, database directories, market intelligence, and case studies.

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Sword Ciboodle and SAS Analytics Intelligent Contact Center: Product Overview


The market for contact center solutions is divided between customer relationship management (CRM) solutions and call center solutions, typically from different providers. On top of that, business intelligence (BI) vendors offer tools and add-ons to analyze contact center data. This means that if you require “the complete package,” you’ll need two or three different solutions. Naturally, these

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AMD Hooks Up with Transmeta - For Now


Advanced Micro Devices, Intel’s main CPU competition, has teamed up with Transmeta – another Intel competitor – in an effort to speed development on its 'Sledgehammmer' 64-bit processor.

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Case Study: Trillium Health Center


For Trillium Health Center, one of Canada’s largest community hospitals, getting the right information to the right people at the right time is essential to providing the best patient care. But the center’s dashboard system was not providing the needed insight. With Cognos, the center developed an initiative to integrate all data for faster, more accurate information. Learn more about the strategy and the benefits.

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