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call center - contact
(430 results)-
Case Studies
Genworth Financial Realizes Substantial Cost Savings, Operational Efficiencies, and Customer Service Enhancements Through Home Agent Solutions Enabled by Avaya Intelligent Communications
Jun 2008
Genworth Financial, Inc., is a global company with over 15 million customers. In order to provide prompt, high-quality customer service they require a large staff of financial specialists. They...
Provided by Avaya
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Case Studies
ComfortDelGro Offers Efficient, Innovative Call Booking Services With Advanced Avaya Contact Center Solution
Mar 2008
ComfortDelGro wanted to maximize the profitability and operational effectiveness of their taxi business by balancing costs management against growing customer base. The inability to cater to call...
Provided by Avaya
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Webcasts
Momentum Webcast: Grow Your Business With Microsoft Dynamics CRM (Level 100)
Sep 2008
Join this webcast to learn that Microsoft Dynamics® CRM 4.0 is a fully integrated customer relationship management (CRM) system, which gives you the capability to easily create and maintain a...
Provided by Microsoft
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Webcasts
Case Study Webcast: How a top California School District Chose its Help Desk
Oct 2008
Franklin-McKinley School District used to manage IT incidents on paper, then via spreadsheet. They tried a monolithic help desk system, but users complained that it was too complicated. In this...
Provided by SchoolDude.com
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Case Studies
Toptel Achieves Operating Efficiency and Improves Client Service With Remote Contact Center Capabilities
Sep 2008
Toptel wanted to establish a flexible and scalable customer service system with the functionality required to establish a cutting edge contact center and integrate operations to maximize operating...
Provided by Oracle
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Case Studies
Russian Outsourced Call Centre Improves Service With Latest IP Technology
Sep 2008
Wilstream wanted to improve contact centre capability in order to offer a higher level of service to clients. Wilstream deployed a new 200-agent contact centre at Wilstream's new offices in...
Provided by Nortel Networks
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Case Studies
Intelligent Call Routing Over IP Boosts Efficiency Levels for Police Force
Jul 2008
Humberside Police needed to improve call handling through a stable call centre platform. Humberside deployed a new IP contact centre across two sites, with the Nortel Contact Center acting as a...
Provided by Nortel Networks
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Webcasts
Customer Service: From Calls to Contacts
Jul 2008
Providing superior customer service is the shared responsibility of everyone in the organization. The attendee of this webcast will learn how these technologies can enable to serve customers more...
Provided by Cisco Systems
-
Case Studies
World-Class Optician Offers Great Customer Service
Jan 2012
Specsavers is a Guernsey-based corporation their challenge is to reinforce Specsavers' market leadership, brand values, and competitive differentiation, increase customer loyalty and retention...
Provided by Cisco Systems
-
Whitepapers
A Total Cost of Ownership Analysis of SAP's Business Communications Management Solution: Cost Savings Opportunity for SAP Customers
Mar 2012
Businesses with contact centers are confronted by the need to transform those operations and deliver better customer service at lower costs. This transformation is driven by an overriding...
Provided by SAP
-
Whitepapers
Putting Dispatch in the Driver's Seat
Apr 2012
Chances are good that the operations at your Help Desk are a bit chaotic. This is especially true if you have not implemented an effective Dispatch strategy. Given that, the key to Help Desk...
Provided by ConnectWise
-
Whitepapers
King Fish Media: Â How Analytics Bring Organizations Closer to Their Customers
Apr 2012
To succeed today, it's imperative for every business to get to know their customers much better than most have in the past -- much better. Find out how IBM Business Analytics solutions can help...
Provided by IBM
-
Whitepapers
King Fish Media: How Analytics Bring Organizations Closer to Their Customers
May 2012
To succeed today, it's imperative for every business to get to know their customers much better than most have in the past. Find out how IBM Business Analytics solutions can help your company turn...
Provided by IBM
-
Whitepapers
Complimentary Gartner MQ report for CRM Customer Service
Jun 2012
Business requirements for customer-centricity start with consistent customer service across all channels, including social ones. Gartner's 2012 Magic Quadrant for CRM Customer Service Contact...
Provided by Salesforce.com
-
Podcasts
Watch: 3 Steps to Make the Case for Social Customer Service
Jun 2012
Justify an investment in your contact center. As the growth of social media explodes, your service department needs to influence customer conversations. It's a challenge to handle questions and...
Provided by Salesforce.com
-
Whitepapers
Market Focus Report - Mobile and Social CRM Guide
Jan 2011
Adding mobile access and social collaboration to CRM delivers significant benefits. Get the Nucleus Research survey of CRM decision makers, showing the the significant ROI opportunity all...
Provided by Salesforce.com
-
Case Studies
Engine Informática Offers SAP Software as a Service With IBM
May 2012
Brazil, Engine Informática offers outsourcing, call center management, multiplatform business solutions and other professional services. Brazil-based Engine Informática specializes in the...
Provided by IBM
-
Whitepapers
Call Centers: A Gateway for Social Engineers to Access Your Company's Most Sensitive Information
May 2012
In its most basic form, social engineering is the act of manipulating someone into doing something they normally would not do. For the authors' purposes, they will consider social engineering the...
Provided by TraceSecurity
-
Whitepapers
Building the Channel Agnostic Customer Service Platform
Jul 2012
Smart phones and technology advancements have revolutionized the way people behave, interact, consume and live. However, organizations have conspired to make it a little too easy to efficiently...
Provided by Genpact
-
Whitepapers
Call Routing in Contact Center
Aug 2010
Now a day companies uses the contact center to provide service to customer. One of the important challenges of today contact center solution is to align the customer to the most appropriate agent...
Provided by Interscience Open Access Journals
-
Whitepapers
Forrester Report: Empowered Customers Drive Collaborative Business
May 2012
Businesses are under increasing pressure by their customers to adapt. Mobile devices and growing use of the Web have changed customer expectations, with increased access to information and new...
Provided by IBM
-
Case Studies
Intervoice Voice Portal Solution Delivers Substantial Win-as-You-Go Gains for Litton Loan Servicing
Dec 2007
Houston-based Litton Loan Servicing LP is a leading mortgage servicing company specializing in loss mitigation and default management for residential loans. The company wanted to increase...
Provided by Intervoice
-
Case Studies
Convergys Case Study: American Savings Bank
Oct 2008
Serving the islands since 1925, the American Savings Bank is now Hawaii's third-largest financial institution, providing full-service consumer and commercial banking through 68 branches and nearly...
Provided by Convergys
-
Webcasts
Microsoft Dynamics Webcast: Microsoft Dynamics CRM in the Contact Center (Level 100)
Dec 2008
Microsoft Dynamics customers are expanding upon the traditional view of customer service and support as a cost center by using Microsoft Dynamics CRM to elevate their contact centers to become a...
Provided by Microsoft
-
Whitepapers
Association of Support Professionals Research: Best Practices for Translating Customer Satisfaction into Revenue
Jun 2007
Today's support organizations are focused on two top-level metrics: financial results and customer satisfaction. For most, it's easy to track financial performance, but customer satisfaction is...
Provided by Citrix Online
-
Whitepapers
How to Close IT Tickets Faster with Remote Support
Jun 2008
With today's growing number of remote and distributed employees, addressing IT tickets in person is no longer a viable option � especially when your objective is to provide efficient,...
Provided by Citrix Online
-
Whitepapers
IT Help Desk Executive Survey Summary: How organizations use technology to support a distributed workforce
Jun 2007
Today's workforce is a mobile one � more likely to be on the go than sitting in an office down the hall from the IT help desk. This shift in the traditional workspace has introduced new, more...
Provided by Citrix Online
-
Whitepapers
Experience Measurable Gains with Remote Services and Support
Oct 2008
IT consultants and Professional Services (PS) organizations have much to gain with remote services and support delivery - namely reduced travel costs, increased margins and improved billable...
Provided by Citrix Online
-
Whitepapers
Balancing Customer Intimacy with Self-Sufficiency
Dec 2008
Self-service continues to rock the support world because it drastically frees up representatives' time and reduces expenses. But are there hidden costs of self-service? This white paper explores...
Provided by Citrix Online
-
Whitepapers
Driving IT help desk efficiency with customer-centric remote support
Sep 2008
IDC predicts that by 2011, 73 percent of the U.S. workforce will be mobile, inevitably increasing the pressure. That's why more companies are turning to Web-based, customer-centric remote support...
Provided by Citrix Online
-
Whitepapers
The Virtual Support Center: Delivering Support Anytime, Anywhere
Nov 2008
This new SupportIndustry.com white paper examines key benefits of a virtual support center, including significantly reduced costs improved service delivery and improved customer and employee...
Provided by Citrix Online
-
Whitepapers
3 Steps to Creating Personalized Customer Support Experiences
Feb 2008
This Service & Support Professionals Association (SSPA) White Paper reveals strategies for creating personalized customer experiences, including: Establishing reward programs for outstanding...
Provided by Citrix Online
-
Webcasts
Webinar: Make Customer Experience a Cornerstone of Your Revenue Strategy
Jul 2008
Watch this Webinar to hear Jeffery Tarter, Executive Director of the Association of Support Professionals (ASP), discuss the major industry shift from break-fix support to strategic customer...
Provided by Citrix Online
-
White Papers
Improving the Links Between IT and Consumer Service
Jan 2008
Customer service is one of the key tasks of a high-performing IT department, and IT leaders must ensure that they are providing top customer service to both their internal and external customers....
Provided by SkillSoft
-
Case Studies
Global Consulting Services Enables Speech Initiative to Drive Millions in Cost Savings
Jan 2008
Continental Airlines serves more international destinations than any other U.S. carrier. Continental's IT department has launched a long-term project to replace and standardize call center...
Provided by Convergys
-
Webcasts
Microsoft Dynamics Webcast: Choosing the Right Customer Relationship Management System
Feb 2009
Determining the right customer relationship management (CRM) solution out of those available today can be daunting. It is critical to find a solution that can meet your business needs while...
Provided by Microsoft
-
Case Studies
Michelin Provides Sales Force With 360-Degree View of Clients to Improve Competitive Intelligence
Jan 2009
Michelin wanted to create an integrated vision of each client through the use of a Customer Relationship Management (CRM) tool that could be shared internally with marketing and sales, and...
Provided by Oracle
-
Case Studies
Leading Auto Repair Services Provider Boosts Efficiency With Easy-to-Use CRM Solution
Jul 2008
Service Repair Solutions provides technology solutions that help automotive technicians increase the efficiency and accuracy of their work. Based in Las Vegas, Nevada, the company maintains a...
Provided by Microsoft
-
White Papers
Helping Contact Center Agents Improve First Contact Resolution
May 2008
While there is broad recognition of the value of tracking and managing first contact resolution, a substantial proportion of today's contact centers do not attempt to measure it. This is...
Provided by PELORUS Group
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White Papers
More People Today Prefer Talking to Machines Than Human Operators According to Global Call Centre Study
Dec 2007
The author believes that organisations need to tackle three main problems if they are to prevent the number of abandoned calls from growing still further - information, workflow and strategy....
Provided by Dimension Data
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Case Studies
Leading Mobile Operator Revolutionises Customer Services With IVR
Nov 2007
Orange Spain wanted to increase the quality and convenience of services for customers, while reducing its operating costs. They aimed to achieve this by automating responses to common customer...
Provided by Nortel Networks
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Case Studies
Tour Operator Transforms Customer Contact Through Contact Centre Solution
Feb 2008
R&T Tours arranges soccer holidays for amateur clubs and schools around the UK. Its existing telephone system was becoming outdated and close to being unable to cope with the volume of calls -...
Provided by Nortel Networks
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Webcasts
July 10th: Just MASH Marketing: The Customer Reference Mashup
Jul 2008
Your business is booming. You have a long list of happy customers...but don't know if you have the most current story. Register for and attend this Serena Webinar on Thursday, July 10, 2008 at...
Provided by Serena Software
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Case Studies
Microsoft Dynamics CRM Online - 1888-TRASHIT! Case Study
Apr 2008
1-888-TRASH-IT! wanted a CRM system that could capture, share, and use customer data specific to the company's operations to improve customer acquisition and retention. Company managers evaluated...
Provided by Microsoft
-
Case Studies
Avaya Case Study: 9-1-1 and Beyond
Apr 2008
9-1-1, 3-1-1, the Mayor's Call Center, and other agencies in the District of Columbia operated on separate and disparate communications platforms. By 2004 the existing structures and technologies...
Provided by Avaya
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Case Studies
IAH Gets Ahead of the Game With Avaya MultiVantage Express
Apr 2008
IAH's phone system was unable to keep up with the Company's expanding operations. It also lacked call conferencing capabilities, which the business needed. The company also needed a solution that...
Provided by Avaya
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Case Studies
NZAA Turns to Avaya to Improve Call Centre Efficiency and Regional Office Productivity
Apr 2008
The New Zealand Automobile Association (NZAA) needed to implement a new communications platform after Avaya ended support for its existing ageing system. Newer Avaya technologies gave the NZAA an...
Provided by Avaya
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Case Studies
Mangocity Leads China's Online Travel Services Industry With Avaya Solutions
Apr 2008
The online tourism industry in China is extremely competitive, with many dominant and established players. As a new entrant in 2006, Mangocity's biggest challenge was to differentiate its travel...
Provided by Avaya
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Case Studies
MakeMyTrip.com Achieves 99.99% Uptime With Avaya's Contact Centre Solution
Mar 2008
MakeMyTrip.com wanted to expand its 25-seat Contact Centre to 250 seats. Its key challenge was to find a solution that would keep its online business running 24x7 and deliver a complete customer...
Provided by Avaya
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Case Studies
Avaya Case Study: Towergate
Apr 2008
Towergate prides itself on meeting every insurance need. However, with so many different telephony systems, Towergate wanted to retire the platforms and replace them with a single unified solution...
Provided by Avaya
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Case Studies
Woosh Wireless Revamps Call Center With Avaya Communications Manager to Increase Productivity
Dec 2007
With over 70 Customer Service Representatives (CSR's) handling hundreds of calls a day, Woosh wanted to move its call centre from a satellite office, back to its corporate headquarters while...
Provided by Avaya
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Case Studies
VP Bank Group Launches Communications System Based on Avaya and NovaLink Solution
Jan 2008
One of the largest banks in Liechtenstein, VP Bank Group has more than 600 employees and draws customers from over 60 countries. VP Bank Group needed a system that would fulfill all its...
Provided by Avaya
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Case Studies
Bluebean Wins Customers' Confidence With New Avaya Contact Center Solution
Apr 2008
Bluebean previously engaged a hosted solution for its inbound call center operations. However, the hosted solution vendor was unable to keep up with Bluebean's growing business as well as the more...
Provided by Avaya
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Whitepapers
How to Calculate the ROI of Remote Support
Aug 2007
Few companies today will approve new support technology purchases without first addressing the projected return on investment (ROI). In this SSPA Executive Insight, VP of research John Ragsdale...
Provided by Citrix Online
-
Case Studies
Critical Patient Care and Rapid Client Growth Create Need for Intelligent Communications
Jan 2008
Swiss Medical Group(SMG) wanted to enhance customer contact quality and provide confidence-building support to patients in multiple facilities through updated communications throughout the SMG....
Provided by Avaya
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Case Studies
EDS and Avaya Create a Global Infrastructure for Contact Centers to Enable Operational Efficiencies, High Productivity, and Client Satisfaction
Mar 2008
With hundreds of clients in all major industries, Electronic Data Systems Corporation (EDS) needs to address an extremely wide range of evolving Customer Relationship Management (CRM) requirements...
Provided by Avaya
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Case Studies
Teachers Association Turns to Centralized Data Repository to Improve Member Service
Apr 2008
The California Teachers Association (CTA) serves 350,000 members. It provides a full range of offerings, including the improvement of teaching conditions, representation in the political arena,...
Provided by Microsoft Tips
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Case Studies
Call Centre Agents Improve Performance 3.7 Per Cent With Real-Time Monitoring Solution
Mar 2008
Global Bilgi is a leading customer interaction centre based in Turkey. In 2006, the company started developing Dashboard, an in-house solution that provides team managers with performance data...
Provided by Microsoft Tips
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White Papers
Avaya IQ: Making the Business Case for Intelligent Contact Center Reporting - How Contact Center Reporting and Analytics Can Deliver a Rapid Return on Investment
Nov 2007
Contact centers are under increasing pressure to lower technology costs and increase the return on every investment. Avaya IQ helps the user achieve these goals. This next-generation reporting and...
Provided by Avaya
-
White Papers
The SIP Contact Center: Leveraging the SIP Architecture to Build IP Contact Center Solutions
Oct 2007
The legacy call center has been a staple for enterprises that service customers over the telephone. Whether servicing a major airline or a small local business - providing prompt access to helpful...
Provided by Audiocodes
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White Papers
CallAssist: Helping Call Center Agents in Preference Elicitation
Sep 2007
The increasing complexity of products and services being offered by businesses has made providing customers with easy access to technical assistance an important business function. Therefore, most...
Provided by Association for Computing Machinery
-
Resource Center
Remote Support has never been so easy! Try WebEx free today!
Jan 2008
With WebEx Remote Support, it's easy to stay in control--working right from your desk to minimize technology-driven downtime while maximizing help desk productivity. You have the power to launch...
Provided by WebEx Communications
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White Papers
Minimizing Risk in an Interrupt-Driven World: Life in the Outbound Call Center Regulatory and Policy Compliance Management
Sep 2007
It's the classic outbound Call Center problem. The interrupt-driven, unpredictable nature of the business means even the most button-down and best operational plans and strategic direction can...
Provided by Austin Logistics
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White Papers
Is the Traditional Contact Centre Model Workable in Today's Fast-Moving Globalised Business?
Oct 2007
The world is changing rapidly for traditional contact centres. A new operating model is emerging to help directors and CEOs manage growing complexity and changing pressures on customer...
Provided by Oracle
-
White Papers
Best Practices for At-Home Agents
Feb 2008
What is your mental image of a work-at-home agent? Is it of a smiling, professional agent diligently serving customers? Or do you see a pajama-clad loafer muting "Oprah!" to take an occasional...
Provided by Avaya
-
White Papers
The Responsive Retailer: Boosting Sales by Providing Store Customers with the Information and Experience They Expect
Jan 2008
For hundreds of years, retail success has been built on one basic concept: merchandise in the right place, at the right time, at the right price. But customers want to add a killer element to that...
Provided by Avaya
-
Case Studies
Capodarco Cooperative Improves Service With Leading-Edge Business Intelligence Solution
Jan 2008
Capodarco is a social cooperative that hires persons with disabilities. Capodarco wanted to develop an IT architecture based on a single integrated platform and implement an easy-to-use business...
Provided by Oracle
-
Case Studies
Epsom and Ewell Boosts Call Center Efficiency by 20% and Cuts Costs With Citizen-Centric Service Innovation
Jan 2008
Located 15 miles from London, Epsom and Ewell Borough was voted the third best place to live in the United Kingdom by a 2007 Channel 4 Television survey. Epsom and Ewell Borough wanted to...
Provided by Oracle
-
Webcasts
Provide a Better Customer Experience
Dec 2007
A recent survey shows that 13.3% of calls are abandoned before they are answered - an all time-high and a sizable increase from 5% in 2004. Call centers based on unified communications can provide...
Provided by Cisco Systems
-
Case Studies
How Cisco Created Its Own Customer Interaction Network
Dec 2007
This case study describes how Cisco Systems created an internal Customer Interaction Network (CIN) by using its own contact center solutions to route customer calls to outsourcers located around...
Provided by Cisco Systems
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Case Studies
How Cisco IT Migrated Call Centers to IP Contact Center
Dec 2007
Cisco was rapidly growing as a company, particularly through acquisitions. With this growth came the need to manage diverse call centers, each with different systems, operating procedures, and...
Provided by Cisco Systems
-
Case Studies
How Cisco IT Migrated High-Volume Linksys Contact Center to IP Network
Nov 2007
When Cisco Systems acquired Irvine, California-based Linksys Group, Inc. in mid-2003, Cisco IT acquired an unprecedented challenge: integrating a contact center whose volume surpassed that of the...
Provided by Cisco Systems
-
Case Studies
How Cisco IT Integrated Web Collaboration Into the Technical Assistance Center
Dec 2007
Given the importance of network reliability to businesses, quick and easy customer support provided by highly knowledgeable support engineers is a crucial need. Cisco Systems customers have come...
Provided by Cisco Systems
-
Case Studies
Cisco Unified Intelligent Contact Management Reduces Outsourcing Costs by Improving Contact Center Management and Support
Dec 2007
This case study describes how Cisco Systems has reduced costs and increased flexibility for certain calls outsourced to contact centers located around the world. This result was achieved by a...
Provided by Cisco Systems
-
Resource Center
Find out how to "Wow" the customer while managing costs
Jan 2008
Current bank trends indicate profit margins are flat. Retaining top bank customers is becoming harder and harder. Is your financial institution ready to buck this trend? With seven...
Provided by IBM
-
White Papers
Technologies for Raising Efficiency in Support Services
Oct 2007
This paper describes Fujitsu Laboratories' research and development activities for raising efficiency in support services such as those provided by hardware support operation and call centers....
Provided by Fujitsu
-
Case Studies
SNCF Improves Customer Satisfaction and Loyalty With Customer Relationship Management Solution
Nov 2007
SNCF, the European rail transport leader, manages more than 320 million passengers each year and 135 million tons of freight. SNCF wanted to ensure multi-channel (internet, telephone, etc.) and...
Provided by Oracle
-
Case Studies
LiveXchange Improves Economics and Raises Service Levels for Corporate Contact Centers
Jan 2008
LiveXchange Corporation wanted to provide a feature rich and scalable platform to base LiveXchange and ContractXchange.com environments that enable corporations to run and customize remote agent...
Provided by Oracle
-
Case Studies
Servinext Achieves Operating Excellence and Improves Competitiveness With Call Center
Dec 2007
Servinext S.A. wanted to implement a solid, robust, scalable technological infrastructure to support the firm's growth and offer information services at competitive prices with the highest levels...
Provided by Oracle
-
White Papers
Still Struggling to Reduce Call Center Costs Without Losing Customers? The Right Technologies Lead the Way Out of the Call Center Dilemma
Sep 2007
While setting their customer service strategy, some organizations have focused solely on cost reduction through outsourcing and basic automation. In the process, though, many have discovered that...
Provided by SAP
-
Webcasts
Customer Service: From Calls to Contacts
Jul 2008
Providing superior customer service is the shared responsibility of everyone in the organization. The attendee of this webcast will learn how these technologies can enable to serve customers more...
Provided by Cisco Systems
-
Case Studies
World-Class Optician Offers Great Customer Service
Jan 2012
Specsavers is a Guernsey-based corporation their challenge is to reinforce Specsavers' market leadership, brand values, and competitive differentiation, increase customer loyalty and retention...
Provided by Cisco Systems
-
Whitepapers
A Total Cost of Ownership Analysis of SAP's Business Communications Management Solution: Cost Savings Opportunity for SAP Customers
Mar 2012
Businesses with contact centers are confronted by the need to transform those operations and deliver better customer service at lower costs. This transformation is driven by an overriding...
Provided by SAP
-
Whitepapers
Putting Dispatch in the Driver's Seat
Apr 2012
Chances are good that the operations at your Help Desk are a bit chaotic. This is especially true if you have not implemented an effective Dispatch strategy. Given that, the key to Help Desk...
Provided by ConnectWise
-
Whitepapers
Building and Operating a Network Operating Center (NOC) and Help Desk
Apr 2012
With so many new technology opportunities in the market today, managed services providers (MSPs) need to be careful not to overlook the importance of delivering exceptional customer service. The...
Provided by ConnectWise
-
Whitepapers
King Fish Media: Â How Analytics Bring Organizations Closer to Their Customers
Apr 2012
To succeed today, it's imperative for every business to get to know their customers much better than most have in the past -- much better. Find out how IBM Business Analytics solutions can help...
Provided by IBM
-
Whitepapers
King Fish Media: How Analytics Bring Organizations Closer to Their Customers
May 2012
To succeed today, it's imperative for every business to get to know their customers much better than most have in the past. Find out how IBM Business Analytics solutions can help your company turn...
Provided by IBM
-
Whitepapers
Complimentary Gartner MQ report for CRM Customer Service
Jun 2012
Business requirements for customer-centricity start with consistent customer service across all channels, including social ones. Gartner's 2012 Magic Quadrant for CRM Customer Service Contact...
Provided by Salesforce.com
-
Podcasts
Watch: 3 Steps to Make the Case for Social Customer Service
Jun 2012
Justify an investment in your contact center. As the growth of social media explodes, your service department needs to influence customer conversations. It's a challenge to handle questions and...
Provided by Salesforce.com
-
Whitepapers
Market Focus Report - Mobile and Social CRM Guide
Jan 2011
Adding mobile access and social collaboration to CRM delivers significant benefits. Get the Nucleus Research survey of CRM decision makers, showing the the significant ROI opportunity all...
Provided by Salesforce.com
-
Case Studies
Engine Informática Offers SAP Software as a Service With IBM
May 2012
Brazil, Engine Informática offers outsourcing, call center management, multiplatform business solutions and other professional services. Brazil-based Engine Informática specializes in the...
Provided by IBM
-
Whitepapers
Call Centers: A Gateway for Social Engineers to Access Your Company's Most Sensitive Information
May 2012
In its most basic form, social engineering is the act of manipulating someone into doing something they normally would not do. For the authors' purposes, they will consider social engineering the...
Provided by TraceSecurity
-
Whitepapers
Building the Channel Agnostic Customer Service Platform
Jul 2012
Smart phones and technology advancements have revolutionized the way people behave, interact, consume and live. However, organizations have conspired to make it a little too easy to efficiently...
Provided by Genpact
-
Whitepapers
Call Routing in Contact Center
Aug 2010
Now a day companies uses the contact center to provide service to customer. One of the important challenges of today contact center solution is to align the customer to the most appropriate agent...
Provided by Interscience Open Access Journals
-
Whitepapers
Forrester Report: Empowered Customers Drive Collaborative Business
May 2012
Businesses are under increasing pressure by their customers to adapt. Mobile devices and growing use of the Web have changed customer expectations, with increased access to information and new...
Provided by IBM
-
Case Studies
Intervoice Voice Portal Solution Delivers Substantial Win-as-You-Go Gains for Litton Loan Servicing
Dec 2007
Houston-based Litton Loan Servicing LP is a leading mortgage servicing company specializing in loss mitigation and default management for residential loans. The company wanted to increase...
Provided by Intervoice
-
Case Studies
Convergys Case Study: American Savings Bank
Oct 2008
Serving the islands since 1925, the American Savings Bank is now Hawaii's third-largest financial institution, providing full-service consumer and commercial banking through 68 branches and nearly...
Provided by Convergys
-
Webcasts
Microsoft Dynamics Webcast: Microsoft Dynamics CRM in the Contact Center (Level 100)
Dec 2008
Microsoft Dynamics customers are expanding upon the traditional view of customer service and support as a cost center by using Microsoft Dynamics CRM to elevate their contact centers to become a...
Provided by Microsoft
-
Whitepapers
Association of Support Professionals Research: Best Practices for Translating Customer Satisfaction into Revenue
Jun 2007
Today's support organizations are focused on two top-level metrics: financial results and customer satisfaction. For most, it's easy to track financial performance, but customer satisfaction is...
Provided by Citrix Online
-
Whitepapers
How to Close IT Tickets Faster with Remote Support
Jun 2008
With today's growing number of remote and distributed employees, addressing IT tickets in person is no longer a viable option � especially when your objective is to provide efficient,...
Provided by Citrix Online
-
Whitepapers
IT Help Desk Executive Survey Summary: How organizations use technology to support a distributed workforce
Jun 2007
Today's workforce is a mobile one � more likely to be on the go than sitting in an office down the hall from the IT help desk. This shift in the traditional workspace has introduced new, more...
Provided by Citrix Online
-
Whitepapers
Experience Measurable Gains with Remote Services and Support
Oct 2008
IT consultants and Professional Services (PS) organizations have much to gain with remote services and support delivery - namely reduced travel costs, increased margins and improved billable...
Provided by Citrix Online
-
Whitepapers
Balancing Customer Intimacy with Self-Sufficiency
Dec 2008
Self-service continues to rock the support world because it drastically frees up representatives' time and reduces expenses. But are there hidden costs of self-service? This white paper explores...
Provided by Citrix Online
-
Whitepapers
Driving IT help desk efficiency with customer-centric remote support
Sep 2008
IDC predicts that by 2011, 73 percent of the U.S. workforce will be mobile, inevitably increasing the pressure. That's why more companies are turning to Web-based, customer-centric remote support...
Provided by Citrix Online
-
Whitepapers
The Virtual Support Center: Delivering Support Anytime, Anywhere
Nov 2008
This new SupportIndustry.com white paper examines key benefits of a virtual support center, including significantly reduced costs improved service delivery and improved customer and employee...
Provided by Citrix Online
-
Whitepapers
3 Steps to Creating Personalized Customer Support Experiences
Feb 2008
This Service & Support Professionals Association (SSPA) White Paper reveals strategies for creating personalized customer experiences, including: Establishing reward programs for outstanding...
Provided by Citrix Online
-
Webcasts
Webinar: Make Customer Experience a Cornerstone of Your Revenue Strategy
Jul 2008
Watch this Webinar to hear Jeffery Tarter, Executive Director of the Association of Support Professionals (ASP), discuss the major industry shift from break-fix support to strategic customer...
Provided by Citrix Online
-
White Papers
Best Practices in the Call Center: A Customer Touch-Point Methodology
Jan 2009
One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed...
Provided by Oracle
-
White Papers
Improving the Links Between IT and Consumer Service
Jan 2008
Customer service is one of the key tasks of a high-performing IT department, and IT leaders must ensure that they are providing top customer service to both their internal and external customers....
Provided by SkillSoft
-
Case Studies
Global Consulting Services Enables Speech Initiative to Drive Millions in Cost Savings
Jan 2008
Continental Airlines serves more international destinations than any other U.S. carrier. Continental's IT department has launched a long-term project to replace and standardize call center...
Provided by Convergys
-
Webcasts
Microsoft Dynamics Webcast: Choosing the Right Customer Relationship Management System
Feb 2009
Determining the right customer relationship management (CRM) solution out of those available today can be daunting. It is critical to find a solution that can meet your business needs while...
Provided by Microsoft
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Case Studies
Michelin Provides Sales Force With 360-Degree View of Clients to Improve Competitive Intelligence
Jan 2009
Michelin wanted to create an integrated vision of each client through the use of a Customer Relationship Management (CRM) tool that could be shared internally with marketing and sales, and...
Provided by Oracle
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Case Studies
Leading Auto Repair Services Provider Boosts Efficiency With Easy-to-Use CRM Solution
Jul 2008
Service Repair Solutions provides technology solutions that help automotive technicians increase the efficiency and accuracy of their work. Based in Las Vegas, Nevada, the company maintains a...
Provided by Microsoft
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White Papers
Helping Contact Center Agents Improve First Contact Resolution
May 2008
While there is broad recognition of the value of tracking and managing first contact resolution, a substantial proportion of today's contact centers do not attempt to measure it. This is...
Provided by PELORUS Group
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White Papers
More People Today Prefer Talking to Machines Than Human Operators According to Global Call Centre Study
Dec 2007
The author believes that organisations need to tackle three main problems if they are to prevent the number of abandoned calls from growing still further - information, workflow and strategy....
Provided by Dimension Data
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White Papers
Taming the Contact Centre Dragon, One Seat at a Time
Dec 2008
India and China currently represent over one third of the world's population. Traditionally, India has been perceived as an underdeveloped nation, yet all market projections indicate that its...
Provided by Dimension Data
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White Papers
Securing the Contact Centre in Asia-Pacific
May 2008
The contact centre industry has transformed dramatically over the last decade. Contact centres form the heart of the organisation today, and are often the primary or only point of contact with the...
Provided by Dimension Data
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Resource Center
Security Bloopers: Five Common Mistakes
Jan 2009
Wondering if you've adequately protected your network can cause sleepless nights. In the rush of your workday, what could you have missed? Sleep better by avoiding the common mistakes listed on...
Provided by Cisco Systems
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Case Studies
Datacraft Readies Philippines Top Call Center for Capacity Expansion
Jun 2008
The contact center industry is a highly competitive business. Set up in 1996, the Philippines-based Advanced Contact Solutions (ACS) is amongst the country's top providers of quality contact...
Provided by Dimension Data
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Case Studies
The Philippines-Based Call Centre Operator, IPCCO, Taps Datacraft's Expertise to Boost Growth Potential
Nov 2008
Against the competitive backdrop, IPCCO has its sights set on expanding its BPO business and ramp up its agent capacity. With the goal of increasing this capacity from 250 to 1,000 seats within a...
Provided by Dimension Data
