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call center - contact
(430 results)-
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
-
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
-
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
-
Case Studies
Priority Phone Service: A Lifeline for First Responders
Nov 2008
U.S. Department of Homeland Security /National Communications System wanted to develop a service that allows emergency calls to go through, even when a crisis or natural disaster overwhelms local...
Provided by Computer Sciences
-
Case Studies
Kichler Lighting Reduces Call Center Volume by 38% With Web-Based, Self-Service Dealer Portal
Feb 2009
As business grew, Kichler's customer service call centers faced large volumes of calls from individual dealers requesting information. Dealers would often call to check the status of an order, the...
Provided by Oracle
-
White Papers
Choosing the Best Enterprise CRM for Complex Organizations
Dec 2008
"As many as 85% of companies that buy CRM software to automate sales efforts don't pick the right tools..." Gartner analyst Robert DeSisto Many large companies also underestimate how complex...
Provided by Inside CRM
-
White Papers
Smarter Spending: A framework for evaluating the True Cost of Ownership of an IVR solution
Nov 2008
Want to deliver a superior caller experience while lowering costs? Businesses looking to upgrade their Interactive Voice Response (IVR) system face investments in a number of areas. When...
Provided by Tellme Networks
-
White Papers
Best practices for ensuring the highest ROI from voice self-service and IVR systems in tough economic times
Apr 2009
In a challenging economic climate, customer loyalty separates the winners from the losers. As a result, businesses should demand more from the system that greets every customer call: the...
Provided by Tellme Networks
-
Case Studies
OmniMatic Implements CRM Solution for Civil Construction Client and Triples Leads Generated
Mar 2009
OmniMatic wanted to implement a customer relationship management solution for a client in the civil construction industry to provide an easy-to-use, intuitive log of all contacts and sales...
Provided by Oracle
-
Case Studies
EDS Drives Success for Its Clients With Accelerated Contact Center and Services Reporting
Apr 2009
EDS wanted to help clients achieve success with high performance sales and marketing, customer care, and technical support contact centers and create efficiencies to reduce costs to clients,...
Provided by Oracle
-
Case Studies
Customer Effective - Partner Grows 1000 Percent Over Three Years with Focus on CRM Solutions
Mar 2009
Customer Effective delivers Customer Relationship Management (CRM) solutions based exclusively on Microsoft Dynamics CRM. The Microsoft Gold Certified Partner uses the product to help customers...
Provided by Microsoft
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White Papers
Contact Center Value Optimization
Apr 2008
Contact Center Value Optimization (CCVO) is an innovative method for making key staffing and management decisions for inbound contact centers. CCVO breaks from traditional approaches by maximizing...
Provided by Magpie Partners
-
White Papers
The Elusive Work-Life Balance: Five Steps to Achieving Harmony With Workforce Management
Nov 2008
The familiar terms 'flexible working' and 'work-life balance' hold different meanings for different people. For an employer, flexibility often means a way to ensure staff availability at right...
Provided by GMT
-
Case Studies
Waltham Forest Council Adopts ITIL With Hornbill~s Supportworks
Apr 2008
Waltham Forest Council provides a range of services to the diverse public including environmental health, recycling, street cleansing, Council Tax and Business rates collection, benefits, planning...
Provided by Hornbill Systems
-
Case Studies
Application Maintenance and Support for a Fortune 100 Corporation
Feb 2009
The client is a Fortune 100 Company; one of the world's leading providers of essential technologies to developed, developing and emerging countries. The client wanted to develop a Global Centre of...
Provided by Softtek
-
Case Studies
Epicor Software Case Study: TruServ Corporation
Dec 2007
Customer service is more than a department; it's an essential strategy for growing a business. No one knows that better than TruServ Corporation, an organization formed in 1997 by the merger of...
Provided by Epicor Software
-
Case Studies
Yaofang.com Builds a High Efficiency Platform for Customer Service
May 2009
Yaofang.com wanted to expand the functionalities of the call center system to enable medical experts and staff to attend to customer queries through several channels and introduce new customer...
Provided by Oracle
-
Case Studies
Software Vendor Boosts Productivity for Contact Centers With Unified Communications
May 2009
Independent Software Vendor (ISV) ComputerTalk integrated its contact-center software with Microsoft Office Communications Server 2007 R2. With this solution, the ISV's clients gain presence...
Provided by Microsoft
-
Case Studies
Network Assessment Helps Re-Architect a Successful Future
Nov 2008
For a company that provides over-the-phone interpretation from English into more than 150 languages 24 hours a day, seven days a week, network availability is extremely critical. The phone-based...
Provided by Verizon
-
Case Studies
New Call Routing Strategy Soothes Growing Pains for Retailer
Jul 2008
A large online and catalog retailer of gift and specialty items, the company found initial success by focusing on a single merchandise category. As the company grew by acquiring catalog...
Provided by Verizon
-
Case Studies
Financial Enterprise Revamps Call Centers for Operational Efficiency
Mar 2008
The financial services enterprise is a top ten issuer of MasterCard and Visa credit cards in the United States. The call centers were experiencing difficulty handling the approximate 1.3 million...
Provided by Verizon
-
Case Studies
Transportation Company Improves Customer Experience With Contact Center Consulting
Apr 2008
A large transportation company's customer contact center was facing difficulties in servicing the thousands of calls it received daily. Although they believed they had enough agents to handle...
Provided by Verizon
-
Case Studies
CEDA on Call to Fight Poverty With Verizon Business Contact Center Solutions
Mar 2008
CEDA is a nonprofit community action agency with an annual budget of more than $150 million serving approximately 375,000 Cook County residents. Without reporting on daily call volumes, CEDA had...
Provided by Verizon
-
Case Studies
Vermont Teddy Bear Delivers on Promise for High-Quality Service
Jan 2008
Some things never go out of style. The old-fashioned, jointed teddy bear is a perfect example. Introduced in 903, it is still loved by children and adults. Like most in the retail sector, Vermont...
Provided by Verizon
-
White Papers
The Top 10 Secrets to Using Data Mining to Succeed at CRM
Jun 2009
Companies that have successfully used data mining to boost their CRM efforts have a wealth of experience to share. This white paper provides 10 tips that your organization can benefit from if...
Provided by SPSS
-
Whitepapers
Combating risk with predictive intelligence
Apr 2013
Leading companies applying predictive intelligence to proactively mitigate and manage complexity-fraught risks, while bringing value to their bottom line and their brand.
Provided by IBM
-
Whitepapers
IDC Paper - IBM PowerLinux Servers - Leveraging Virtualization for Operational Efficiency -
May 2013
This paper examines the evolving role of Linux and its extended ecosystem in support of production applications. It also highlights the financial experiences of some customers who had deployed a...
Provided by IBM
-
Whitepapers
Unifying Avaya Aura Messaging
Feb 2013
Avaya Aura Messaging is the newest messaging product for the Avaya Aura platform. AAM brings flexibility that is beneficial in today's market place with Linux-based servers, system platform...
Provided by Global Knowledge
-
Whitepapers
Get Certified - Avaya Communication Manager
Apr 2013
The Avaya Professional Credential Program is designed to make sure that individuals have the knowledge and skills to successfully sell, design, implement (install), and maintain Avaya products....
Provided by Global Knowledge
-
White Papers
Avaya IQ: Making the Business Case for Intelligent Contact Center Reporting
Nov 2007
Avaya IQ is a reporting and analytics platform that enables companies to share one view of reality to make faster, better decisions and create a consistent customer experience. Customers and...
Provided by Avaya
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White Papers
Essential Manager's Guide: Extraordinary Customer Service
Nov 2007
What your customers think about your company is often a result of their experience when they contact you. Whether or not they remain customers is often a result of the quality of service you...
Provided by Avaya
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White Papers
Call-Center Buyer's Guide
Dec 2007
Use this Buyer's Guide to select the call-center solution that's a perfect fit for your business. Implementing the right call-center solution is a key factor in keeping your customers happy, as...
Provided by VoIP-News
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White Papers
The Increasing Importance of Accuracy and Speed in Detecting Outbound Call Responses: Avaya Proactive Contact Continues to Lead the Way With Enhanced Call Progress Analysis
Jun 2007
In today's fast-paced, competitive, consumer driven world, more and more businesses struggle with the fact that they aren't reaching live customers with enough frequency or consistency. Proactive...
Provided by Avaya
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White Papers
10 Questions to Ask Your on Demand Contact Center Provider
Nov 2007
Building and maintaining a contact center can prove cost-prohibitive and resource intensive. Yet when you're committed to providing your customers with a personalized multichannel communications...
Provided by Oracle
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Case Studies
Nortel Network Case Study: Kerzner International Limited
Nov 2007
Kerzner is among the elite in the luxury resort industry. Its objective is to anticipate, meet, then exceed customer expectations - to set the standard for the ultimate guest experience. As such,...
Provided by Nortel Networks
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White Papers
Profitable Strategies for Optimizing Help Desk Operations
Sep 2007
In this free whitepaper, you'll learn how to completely re-think the way your service desk deploys people, processes, and technologies. Discover how to think strategically, rather than...
Provided by SupportSoft
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White Papers
Hosted CRM Vendor Comparison Guide
Jul 2007
Hosted CRM solutions make up a sizable portion of the growing CRM market. This guide breaks down the major players (Salesforce.com, RightNow Technologies, NetSuite, and Oracle) so you can quickly...
Provided by Inside CRM
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Downloads
Utilities Demo: IBM Content Manager OnDemand Consolidated Solution
Aug 2007
This demonstration shows how IBM Content Manager OnDemand is used by a utility company as the basis for an online bill and invoice system, and to enable customer self-service. Download and run...
Provided by IBM
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White Papers
You're Virtually There: Remote Support Best Practices and Benefits
Jul 2007
In recent years, a new breed of remote support has become available and is being rapidly adopted in support centers. This free DB Kay & Associates report demonstrates the benefits of these new...
Provided by WebEx Communications
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Case Studies
Raising the Bar on Customer Service
Jun 2007
Banco de Credito is Peru's largest bank with over 30% market share, 220 branches and over a million customers. The challenge faced by the company was to integrate a new solution that would enable...
Provided by Unisys
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White Papers
Contact Centers for Dummies
Mar 2007
With the emergence of worldwide competition in the contact center business, it's become increasingly important for contact center professionals to work from a defined methodology. This guide...
Provided by Avaya
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White Papers
Customer Relationship Management in Retail Banking
Oct 2006
Retail banks are facing greater challenges than ever before in executing their customer management strategies. Intensifying competition, proliferating customer contact channels, escalating attacks...
Provided by Electronic Data Systems
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Whitepapers
The Customer Focused Contact Center
Aug 2006
Call it what you will - the contact center or call center, customer service, or 1-800 number is a critical area where the customers experience and attitude towards the company are developed. The...
Provided by IBM
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Webcasts
Precision Monitoring - A New Trend in Quality Management
Jul 2006
In today's competitive marketplace, contact center managers constantly struggle to track, understand & manage performance. Although an automated monitoring program goes a long way to improve...
Provided by NICE Systems
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Webcasts
Top Ten Errors Contact Center Trainers Make...And How to Avoid Them in Your Center
Jul 2006
Proper training is the key to call center agent success. Sending employees out onto the call floor without proper training is like having them learn to ride a bike by reading about it - it just...
Provided by Mercom Systems
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Webcasts
Leveraging Next Generation Knowledge Management (KM) for Call Centers
Jul 2006
Contact Centers have benefited greatly through the use of self-service and KM solutions. But, the call center landscape continues to change as customers demand more control and better service...
Provided by OutStart
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White Papers
Call Center Simulation Modeling: Methods, Challenges, and Opportunities
Oct 2003
Using stochastic models to plan call center operations, schedule call center staff efficiently, and analyze projected performance is not a new phenomenon, dating back to Erlang's work in the early...
Provided by San Francisco State University
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White Papers
A Guide to Buying Inbound Call Center Technology
Jun 2004
The varieties of choice available make buying Automatic Call Distributors (ACD) and workforce management technology a challenging task. Thinking about key requirements for ACDs and workforce...
Provided by NICE Systems
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White Papers
12 Secrets to Finding the Right Workforce Management System
Sep 2005
Evaluating workforce management systems? Seemingly small differences in the functionality of different products can have a major impact on the relative success of the contact center operation....
Provided by NICE Systems
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White Papers
Part One of Two: Skills Based Routing Benefits and Challenges
Jun 2006
Skills-based routing, done right, can help minimize overhead expenses, build an orderly career path for agents and improve customer service. When skills-based routing was a new concept, design...
Provided by NICE Systems
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White Papers
Outsourced Service Providers: 5 Ways to Differentiate Your Service Offering
May 2006
This paper contains 5 simple ways to enhance the outsourced service offerings. These suggestions will help to improve service levels and quality for the clients, along with differentiating the...
Provided by eGain Communications
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Whitepapers
How to Choose the Best Help Desk Software for Your Small or Midsized Business
Feb 2006
In today's competitive business environment, small and midsized businesses that want to grow and sustain an edge in the market must continually streamline and improve core business practices. In...
Provided by BMC Software
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Whitepapers
Forrester Research Report: Thirty-One Best Practices for the Service Desk
Jun 2005
According to a study conducted by Forrester Research, only 53 percent of surveyed IT users reported being satisfied with their help desk support. This startling revelation might lead some to point...
Provided by Citrix Online
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White Papers
IT Process and Problem/Incident Management
Oct 2005
How does your organization improve incident and problem management for business-critical applications while improving service levels, reducing support costs and lowering incident resolution times?...
Provided by iConclude
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White Papers
Top 10 Misconceptions about Problem Management and Incident Resolution
Oct 2005
A fresh look at the current generation of automated problem resolution software reveals that the rules have changed. The cost benefit equation has tipped in favor of a new technology. This white...
Provided by iConclude
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White Papers
Chat and Cobrowse on the Web: Wow and Win Online Customers with Realtime Service and Support
Nov 2005
With more and more customer interactions moving online, it is hardly surprising that some businesses are no longer content with using the web for self-service alone. These companies, early...
Provided by eGain Communications
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White Papers
7 Habits of Highly Effective Contact Centers and Help Desks
Nov 2005
More than a decade ago, Stephen Covey wrote about seven key habits that can help people elevate their personal and professional effectiveness in a ground-breaking book. These habits are equally...
Provided by eGain Communications
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White Papers
Four Great Revenue Strategies for Customer Service
Jan 2005
Your customer service department represents a tremendous untapped source of revenue opportunities for your company. This paper outlines four such revenue strategies: aggressive mining of customer...
Provided by RightNow Technologies
-
White Papers
Customer-Centric CRM: Fully Optimizing CRM
Sep 2004
Customers, after all, are your most important assets. Discover how to rethink your CRM processes from the outside in, and evolve your current CRM projects around a customer centric strategy. This...
Provided by RightNow Technologies
-
Case Studies
Priority Phone Service: A Lifeline for First Responders
Nov 2008
U.S. Department of Homeland Security /National Communications System wanted to develop a service that allows emergency calls to go through, even when a crisis or natural disaster overwhelms local...
Provided by Computer Sciences
-
Case Studies
Kichler Lighting Reduces Call Center Volume by 38% With Web-Based, Self-Service Dealer Portal
Feb 2009
As business grew, Kichler's customer service call centers faced large volumes of calls from individual dealers requesting information. Dealers would often call to check the status of an order, the...
Provided by Oracle
-
White Papers
Choosing the Best Enterprise CRM for Complex Organizations
Dec 2008
"As many as 85% of companies that buy CRM software to automate sales efforts don't pick the right tools..." Gartner analyst Robert DeSisto Many large companies also underestimate how complex...
Provided by Inside CRM
-
White Papers
Smarter Spending: A framework for evaluating the True Cost of Ownership of an IVR solution
Nov 2008
Want to deliver a superior caller experience while lowering costs? Businesses looking to upgrade their Interactive Voice Response (IVR) system face investments in a number of areas. When...
Provided by Tellme Networks
-
White Papers
Best practices for ensuring the highest ROI from voice self-service and IVR systems in tough economic times
Apr 2009
In a challenging economic climate, customer loyalty separates the winners from the losers. As a result, businesses should demand more from the system that greets every customer call: the...
Provided by Tellme Networks
-
Case Studies
OmniMatic Implements CRM Solution for Civil Construction Client and Triples Leads Generated
Mar 2009
OmniMatic wanted to implement a customer relationship management solution for a client in the civil construction industry to provide an easy-to-use, intuitive log of all contacts and sales...
Provided by Oracle
-
Case Studies
EDS Drives Success for Its Clients With Accelerated Contact Center and Services Reporting
Apr 2009
EDS wanted to help clients achieve success with high performance sales and marketing, customer care, and technical support contact centers and create efficiencies to reduce costs to clients,...
Provided by Oracle
-
Case Studies
Customer Effective - Partner Grows 1000 Percent Over Three Years with Focus on CRM Solutions
Mar 2009
Customer Effective delivers Customer Relationship Management (CRM) solutions based exclusively on Microsoft Dynamics CRM. The Microsoft Gold Certified Partner uses the product to help customers...
Provided by Microsoft
-
White Papers
Contact Center Value Optimization
Apr 2008
Contact Center Value Optimization (CCVO) is an innovative method for making key staffing and management decisions for inbound contact centers. CCVO breaks from traditional approaches by maximizing...
Provided by Magpie Partners
-
White Papers
The Elusive Work-Life Balance: Five Steps to Achieving Harmony With Workforce Management
Nov 2008
The familiar terms 'flexible working' and 'work-life balance' hold different meanings for different people. For an employer, flexibility often means a way to ensure staff availability at right...
Provided by GMT
-
Case Studies
Waltham Forest Council Adopts ITIL With Hornbill~s Supportworks
Apr 2008
Waltham Forest Council provides a range of services to the diverse public including environmental health, recycling, street cleansing, Council Tax and Business rates collection, benefits, planning...
Provided by Hornbill Systems
-
Case Studies
Application Maintenance and Support for a Fortune 100 Corporation
Feb 2009
The client is a Fortune 100 Company; one of the world's leading providers of essential technologies to developed, developing and emerging countries. The client wanted to develop a Global Centre of...
Provided by Softtek
-
Case Studies
Epicor Software Case Study: TruServ Corporation
Dec 2007
Customer service is more than a department; it's an essential strategy for growing a business. No one knows that better than TruServ Corporation, an organization formed in 1997 by the merger of...
Provided by Epicor Software
-
Case Studies
Yaofang.com Builds a High Efficiency Platform for Customer Service
May 2009
Yaofang.com wanted to expand the functionalities of the call center system to enable medical experts and staff to attend to customer queries through several channels and introduce new customer...
Provided by Oracle
-
Case Studies
Software Vendor Boosts Productivity for Contact Centers With Unified Communications
May 2009
Independent Software Vendor (ISV) ComputerTalk integrated its contact-center software with Microsoft Office Communications Server 2007 R2. With this solution, the ISV's clients gain presence...
Provided by Microsoft
-
Case Studies
Network Assessment Helps Re-Architect a Successful Future
Nov 2008
For a company that provides over-the-phone interpretation from English into more than 150 languages 24 hours a day, seven days a week, network availability is extremely critical. The phone-based...
Provided by Verizon
-
Case Studies
New Call Routing Strategy Soothes Growing Pains for Retailer
Jul 2008
A large online and catalog retailer of gift and specialty items, the company found initial success by focusing on a single merchandise category. As the company grew by acquiring catalog...
Provided by Verizon
-
Case Studies
Financial Enterprise Revamps Call Centers for Operational Efficiency
Mar 2008
The financial services enterprise is a top ten issuer of MasterCard and Visa credit cards in the United States. The call centers were experiencing difficulty handling the approximate 1.3 million...
Provided by Verizon
-
Case Studies
Transportation Company Improves Customer Experience With Contact Center Consulting
Apr 2008
A large transportation company's customer contact center was facing difficulties in servicing the thousands of calls it received daily. Although they believed they had enough agents to handle...
Provided by Verizon
-
Case Studies
CEDA on Call to Fight Poverty With Verizon Business Contact Center Solutions
Mar 2008
CEDA is a nonprofit community action agency with an annual budget of more than $150 million serving approximately 375,000 Cook County residents. Without reporting on daily call volumes, CEDA had...
Provided by Verizon
-
Case Studies
Vermont Teddy Bear Delivers on Promise for High-Quality Service
Jan 2008
Some things never go out of style. The old-fashioned, jointed teddy bear is a perfect example. Introduced in 903, it is still loved by children and adults. Like most in the retail sector, Vermont...
Provided by Verizon
-
White Papers
The Top 10 Secrets to Using Data Mining to Succeed at CRM
Jun 2009
Companies that have successfully used data mining to boost their CRM efforts have a wealth of experience to share. This white paper provides 10 tips that your organization can benefit from if...
Provided by SPSS
-
Whitepapers
Combating risk with predictive intelligence
Apr 2013
Leading companies applying predictive intelligence to proactively mitigate and manage complexity-fraught risks, while bringing value to their bottom line and their brand.
Provided by IBM
-
Whitepapers
IDC Paper - IBM PowerLinux Servers - Leveraging Virtualization for Operational Efficiency -
May 2013
This paper examines the evolving role of Linux and its extended ecosystem in support of production applications. It also highlights the financial experiences of some customers who had deployed a...
Provided by IBM
-
Whitepapers
4-Step Game Plan for Effective Support Teams
Apr 2013
Want to know how to create a better support centre? Just ask your agents. "Your agents have a great deal to tell you about how to create a better support centre." This brief, brought to you by...
Provided by GoToAssist
-
Whitepapers
Unifying Avaya Aura Messaging
Feb 2013
Avaya Aura Messaging is the newest messaging product for the Avaya Aura platform. AAM brings flexibility that is beneficial in today's market place with Linux-based servers, system platform...
Provided by Global Knowledge
-
Whitepapers
Avaya Aura Contact Center Scripting Demystified
May 2011
It is time to de-mystify the procedure of crafting Call Processing instructions and make it a skill that you can comfortably use. This white paper introduces an identifiable pattern that virtually...
Provided by Global Knowledge
-
Whitepapers
Get Certified - Avaya Communication Manager
Apr 2013
The Avaya Professional Credential Program is designed to make sure that individuals have the knowledge and skills to successfully sell, design, implement (install), and maintain Avaya products....
Provided by Global Knowledge
-
Whitepapers
How To Achieve a Great and Profitable Customer Experience
Jul 2011
Read this first of four reports based on a global survey of executives on customer experience management, as well as interviews of SAP customers and industry influencers and analysts. (Bloomberg...
Provided by SAP
-
Whitepapers
Social Media Analytics: Making Customer Insights Actionable
May 2012
Learn how the right combination of technologies can help you understand emerging customer trends and increase the ROI of your marketing campaigns.
Provided by IBM
