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call center - contact
(430 results)-
Case Studies
Swisscom Powers Customer Care Voice Portal With Voxeo VoiceObjects
Jan 2010
Swisscom is a leading mobile communication provider in Switzerland. The company examined alternative ways to power its customer care voice system. The system expected to handle about twelve...
Provided by Voxeo
-
Case Studies
PBS&J Drives Caller Satisfaction With Voxeo-Powered 511 Phone Applications
Jan 2010
PBS&J deals in transportation planning, design, program management, traffic operations and construction management. The company has 80 offices and employs 3,900 people. Pursuant to a directive...
Provided by Voxeo
-
Case Studies
1.800.Flights Takes to the Voxeo Cloud; Provides One-Number Speech Access to Flight Information
Jan 2010
1.800.Flights is the universal number for checking the flight status for commercial airlines nationwide. The company offers services for one hundred and forty one international and domestic...
Provided by Voxeo
-
Case Studies
Europe's Largest Mail Order Company for Computer Software and Equipment Offers Outstanding Voice Portal and Outbound IVR Services
Jan 2010
PEARL organization is the largest mail order company in Europe. The organization is highly efficient and employs only a few hundred employees. This case study delves on the challenges faced by the...
Provided by Voxeo
-
Case Studies
Seminole County Elections Office Powers Voter Hotline With Voxeo
Jan 2010
Seminole County Elections Office serves residents of Seminole County in Florida. The office provides the information required for exercising the voting rights. The county had 120,000 registered...
Provided by Voxeo
-
Case Studies
Flexible Deployment Options Empower Harris Computer Systems to Meet the Diverse Needs of Utility Customers
Feb 2010
The case study describes the challenges faced by Harris Computer Systems while developing an automated Interactive Voice Response (IVR) system for its diverse set of customers. Harris Computer...
Provided by Voxeo
-
Case Studies
Voxeo and Chrysalis Put Payment Transaction Processing Company in Charge
Jan 2010
An international payment transaction company that provides a range of cost-effective value-added payroll and prepaid card programs was facing Interactive Voice Response (IVR) related problems....
Provided by Voxeo
-
White Papers
Spreadsheets and Workforce Management
Apr 2008
This paper deals with the topic of user profiling for semantic browsing in medical digital libraries. The paper shares how through group profiling semantic browsing can be customized by...
Provided by Verint Systems
-
White Papers
Beyond Workforce Management
Apr 2009
Organizations world over have recognized the importance of profiling in improving the performance of programs. Using profiling tools, programmer can easily analyze the effects of different...
Provided by Aspect Software
-
Whitepapers
Faster Problem Resolution with Efficient Remote Support Capabilities
Jul 2010
This three-part eGuide explores how user-centric remote support addresses today's IT help desk challenges, simplifies the troubleshooting process and speeds problem resolution.
Provided by Citrix Online
-
Whitepapers
2010 Service & Leadership Trends in Customer Support
Jul 2010
This white paper from SupportIndustry.com synthesizes the results of a groundbreaking survey. It assesses the state of customer service issues specifically, what the support industry does and how...
Provided by Citrix Online
-
White Papers
How an HR Knowledgebase Increases the Effectiveness of HR Shared Services/Call Center Operations
Apr 2008
Today, more and more employers are creating HR Shared Services/Call Center operations - driven by the understanding that HR is most effective in providing strategic value when it separates...
Provided by Enwisen
-
Case Studies
Equifax Boosts Sales Team Performance, Productivity With Hosted Call Center and CRM Solutions
Jun 2010
Equifax wanted to implement a robust contact center solution that enables Equifax to track the complete lifecycle of sales calls and map them to outcomes to improve the effectiveness of sales...
Provided by Oracle
-
Case Studies
Improved In-Bank Customer Experience, Call Center and Back Office Operations with OpenSpan
Jan 2009
The company is considered an innovation leader in the nation's banking community. The client had bottlenecks common in the retail banking industry - cumbersome manual business processes that...
Provided by OpenSpan
-
Case Studies
Georgia Perimeter College Cost-Effectively Elevates Student Service With Hosted CRM System
Jun 2010
Georgia Perimeter College (GPC) wanted to enable the rapidly growing college to better serve students by providing them with a single and readily available source for complete and consistent...
Provided by Oracle
-
Case Studies
Credit Union Evolves Its Business With Unified Communications
Nov 2007
Mountain America Credit Union wanted to serve current members more effectively and attract new business and utilize limited office space efficiently. The challenge was to reduce operational...
Provided by Cisco Systems
-
Case Studies
Nortel Network Case Study: ASG
Jan 2010
ASG is a global enterprise offering a comprehensive suite of Identity, Applications, Operations, Information, Performance, and Infrastructure Management solutions. Each time a new company is...
Provided by Nortel Networks
-
Case Studies
Novell Success Story: Viable
Mar 2009
Viable provides next-generation video relay services for deaf and hard-of-hearing persons that can be accessed wherever there is Internet or wireless connectivity, opening them to a world of...
Provided by Novell
-
Case Studies
Tenaga Nasional Berhad Powers Up for a Unified Customer Experience Through Avaya's Integrated Call Center Solution
Apr 2009
Tenaga Nasional Berhad, Malaysia's largest electricity utility company, wanted to improve its business efficiency and customer service levels. The Company identified the customer call center as a...
Provided by Avaya
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Case Studies
Olmsted Center for Sight Expands Opportunities With Avaya Contact Center
Mar 2010
Olmsted Center for Sight has been a leader in quality services. The Olmsted Center for Sight needed to add hands-on training with state-of-the-art systems, so its students would be qualified for...
Provided by Avaya
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Case Studies
Dubai Roads and Transport Authority (RTA), United Arab Emirates
Jun 2010
Dubai is the fastest-growing city in the world. Such unprecedented growth strained the existing infrastructure, particularly Dubai's transportation system. Moving a rapidly-growing number of...
Provided by Avaya
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Case Studies
Avaya Unified Communications and Contact Center Solutions Help Harvest Fund Enhance Its Competitive Advantages
Feb 2009
Harvest Fund Management Co. Ltd. was one of the first 10 fund management institutions in China. As its business continues to grow, and as the fund management industry becomes increasingly...
Provided by Avaya
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Case Studies
Gardner-Webb University Leverages Speed, Reliability, and Cost Savings Across a Wide Range of Advanced Telecommunications Applications
Sep 2009
Boiling Springs, North Carolina - Gardner-Webb University has a long-standing commitment to providing state-of-the-art technology for staff and students, and for many years Avaya solutions have...
Provided by Avaya
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Case Studies
Avaya Helps to Develop Affinion International's Contact Center - A Long-Term Collaboration
Nov 2008
Affinion France specialises in relationship marketing. It designs, implements and applies loyalty programmes, which are integrated into its clients' offerings. Affinion requires a permanent...
Provided by Avaya
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Case Studies
Pro BTP - Develops Comprehensive Call Center Solution With IBM and Red Hat
Mar 2010
PRO BTP offers auto, home and life insurance, health services, leisure and social activities, and product savings for its three million members. PRO BTP needed to improve the quality of its call...
Provided by Red Hat
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Case Studies
SAP Business Communications Management Ensures Uninterrupted Customer Service
Dec 2007
Luottokunta's contact center comprises numerous teams as well as custom offerings for select customers such as banks. Trying to handle this complexity using the company's legacy telephony system...
Provided by SAP
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White Papers
Driving the Real Value From a CRM Solution in a High-Volume Contact Center
Jun 2009
This white paper discusses the current state of high-volume contact centers. It considers the business and technical challenges involved in maintaining good customer support in the face of rising...
Provided by IDG (International Data Group)
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White Papers
Contact Center Unified Communications Market, Vendor and Product Guide
Oct 2009
Unified Communications (UC) is a concept that has been in the market for more than 15 years but is not well understood by the majority of enterprise and contact center executives and managers. In...
Provided by DMG Consulting
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White Papers
Measuring the Quality of the Call Centre Customer Interaction
Oct 2007
Today's successful companies are the ones who continuously keep their finger on the pulse of what their customers think, no where this is truer than in a contact centre. In contact centers the...
Provided by Square Systems
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White Papers
Small Call Centers: Challenges and Opportunities
Nov 2008
The past ten years have seen an explosion of new applications that make call centers more productive, cost-effective and more responsive to callers. Unfortunately, few of these innovations were...
Provided by PELORUS Group
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White Papers
Call Center Ergonomics - I Can't Stand to Sit
Apr 2009
Who hasn't thought, "I can't sit at my desk any longer!" Call center employees spend the majority of the day sitting at their computer. A fresh look at Sit-to-Stand workstations provides a unique...
Provided by Interior Concepts
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White Papers
The Top Six Considerations When Evaluating On-Demand Call Center Technologies
Dec 2009
Enterprise call centers are at a crossroads with regards to their technology infrastructure. As management attempts to balance the goals of improving the quality of customer interactions while...
Provided by StringCan
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White Papers
Large Call Centers Migrating to Asterisk
Sep 2010
This white paper will focus on key considerations to be made when selecting and migrating to a new contact center technology platform, including "How to reduce substantial initial capital...
Provided by Indosoft
-
White Papers
Improving Call Center Efficiency With a Predictive Dialer
Jun 2009
This paper will examine some of the many ways in which a Web-hosted predictive dialing system can help improve contact center productivity. One will learn how, through strategic use of these...
Provided by Safe Software Solutions
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White Papers
Extending Traditional Call Centers for Greater Business Flexibility
Dec 2009
Call centers have evolved from cost centers to strategic customer interaction channels that are vital to growing revenue, differentiating through service quality, and capturing customer...
Provided by StringCan
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White Papers
Speedometer: Measuring the Rate of Growth of Call Centers in Poland
May 2008
Is it worth arguing about the number of call centers and the number of positions in call centers why the matter of the number of call centers is important? It is at least in part because,...
Provided by sourcingfocus.com
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White Papers
Call Center Transformation: Turning Customer Experience Into Profits
Jul 2008
Running a call center efficiently while meeting customer expectations is a challenge that many organizations have not been able to meet - just think about ones own experience as a consumer. Some...
Provided by SAP
-
White Papers
Developing Client-Side IP Call Recording Applications Using Avaya Application Enablement Services
Oct 2008
The ability to record calls is increasingly important in call center and other business communications environments. For example, it may be necessary to record calls to comply with legal...
Provided by Avaya
-
White Papers
How to Improve First Call Resolution
Mar 2009
A large number of organizations have heard about First Call Resolution. However, it seems to be a peripheral concern as they look to increase call center efficiencies and handle issues more...
Provided by Upstream Works
-
White Papers
Increasing the Efficiency of a Brazilian Emergency Response Call Center
Apr 2009
This paper presents solutions to increase efficiency and reduce response times at an Emergency Call Center in the southernmost state of Brazil, Rio Grande do Sul. Utilizing macro-ergonomic design,...
Provided by Institute of Electrical and Electronics Engineers
-
Case Studies
Tenaga Nasional Berhad Powers Up for a Unified Customer Experience Through Avaya's Integrated Call Center Solution
Apr 2009
Tenaga Nasional Berhad, Malaysia's largest electricity utility company, wanted to improve its business efficiency and customer service levels. The Company identified the customer call center as a...
Provided by Avaya
-
Case Studies
Novell Success Story: Viable
Mar 2009
Viable provides next-generation video relay services for deaf and hard-of-hearing persons that can be accessed wherever there is Internet or wireless connectivity, opening them to a world of...
Provided by Novell
-
Case Studies
Nortel Network Case Study: ASG
Jan 2010
ASG is a global enterprise offering a comprehensive suite of Identity, Applications, Operations, Information, Performance, and Infrastructure Management solutions. Each time a new company is...
Provided by Nortel Networks
-
Case Studies
Credit Union Evolves Its Business With Unified Communications
Nov 2007
Mountain America Credit Union wanted to serve current members more effectively and attract new business and utilize limited office space efficiently. The challenge was to reduce operational...
Provided by Cisco Systems
-
Case Studies
Georgia Perimeter College Cost-Effectively Elevates Student Service With Hosted CRM System
Jun 2010
Georgia Perimeter College (GPC) wanted to enable the rapidly growing college to better serve students by providing them with a single and readily available source for complete and consistent...
Provided by Oracle
-
Case Studies
Improved In-Bank Customer Experience, Call Center and Back Office Operations with OpenSpan
Jan 2009
The company is considered an innovation leader in the nation's banking community. The client had bottlenecks common in the retail banking industry - cumbersome manual business processes that...
Provided by OpenSpan
-
Case Studies
Equifax Boosts Sales Team Performance, Productivity With Hosted Call Center and CRM Solutions
Jun 2010
Equifax wanted to implement a robust contact center solution that enables Equifax to track the complete lifecycle of sales calls and map them to outcomes to improve the effectiveness of sales...
Provided by Oracle
-
White Papers
How an HR Knowledgebase Increases the Effectiveness of HR Shared Services/Call Center Operations
Apr 2008
Today, more and more employers are creating HR Shared Services/Call Center operations - driven by the understanding that HR is most effective in providing strategic value when it separates...
Provided by Enwisen
-
Whitepapers
2010 Service & Leadership Trends in Customer Support
Jul 2010
This white paper from SupportIndustry.com synthesizes the results of a groundbreaking survey. It assesses the state of customer service issues specifically, what the support industry does and how...
Provided by Citrix Online
-
Whitepapers
Faster Problem Resolution with Efficient Remote Support Capabilities
Jul 2010
This three-part eGuide explores how user-centric remote support addresses today's IT help desk challenges, simplifies the troubleshooting process and speeds problem resolution.
Provided by Citrix Online
-
White Papers
Beyond Workforce Management
Apr 2009
Organizations world over have recognized the importance of profiling in improving the performance of programs. Using profiling tools, programmer can easily analyze the effects of different...
Provided by Aspect Software
-
White Papers
Spreadsheets and Workforce Management
Apr 2008
This paper deals with the topic of user profiling for semantic browsing in medical digital libraries. The paper shares how through group profiling semantic browsing can be customized by...
Provided by Verint Systems
-
Case Studies
Voxeo and Chrysalis Put Payment Transaction Processing Company in Charge
Jan 2010
An international payment transaction company that provides a range of cost-effective value-added payroll and prepaid card programs was facing Interactive Voice Response (IVR) related problems....
Provided by Voxeo
-
Case Studies
Flexible Deployment Options Empower Harris Computer Systems to Meet the Diverse Needs of Utility Customers
Feb 2010
The case study describes the challenges faced by Harris Computer Systems while developing an automated Interactive Voice Response (IVR) system for its diverse set of customers. Harris Computer...
Provided by Voxeo
-
Case Studies
Seminole County Elections Office Powers Voter Hotline With Voxeo
Jan 2010
Seminole County Elections Office serves residents of Seminole County in Florida. The office provides the information required for exercising the voting rights. The county had 120,000 registered...
Provided by Voxeo
-
Case Studies
Europe's Largest Mail Order Company for Computer Software and Equipment Offers Outstanding Voice Portal and Outbound IVR Services
Jan 2010
PEARL organization is the largest mail order company in Europe. The organization is highly efficient and employs only a few hundred employees. This case study delves on the challenges faced by the...
Provided by Voxeo
-
Case Studies
1.800.Flights Takes to the Voxeo Cloud; Provides One-Number Speech Access to Flight Information
Jan 2010
1.800.Flights is the universal number for checking the flight status for commercial airlines nationwide. The company offers services for one hundred and forty one international and domestic...
Provided by Voxeo
-
Case Studies
PBS&J Drives Caller Satisfaction With Voxeo-Powered 511 Phone Applications
Jan 2010
PBS&J deals in transportation planning, design, program management, traffic operations and construction management. The company has 80 offices and employs 3,900 people. Pursuant to a directive...
Provided by Voxeo
-
Case Studies
Swisscom Powers Customer Care Voice Portal With Voxeo VoiceObjects
Jan 2010
Swisscom is a leading mobile communication provider in Switzerland. The company examined alternative ways to power its customer care voice system. The system expected to handle about twelve...
Provided by Voxeo
-
Case Studies
T-Mobile Czech Republic Customers Rate Phone Self-Service as Good as or Better Than Live Agent Support
Jan 2010
T-Mobile is a prominent telecommunication service provider in the Czech Republic. This paper studies the efficacy and popularity of its services in the Czech Republic. Specific attention has been...
Provided by Voxeo
-
Case Studies
LiveOps: LiveOps Calls on Pillar to Scale
Nov 2008
LiveOps provides on-demand call center services and virtual call centers to hundreds of important companies. This case study speaks about the choice of LiveOps for a data storage and retrieval...
Provided by Pillar Data Systems
-
Case Studies
A Call Center Case Study: The Impact of Workstation Design and Work Tools on Performance
Jan 2010
This case study speaks about a Midwest consumer retailer who owned a few call centers and wanted to analyze the relationship between performance of customer service representatives (CSRs) and...
Provided by Knoll
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Case Studies
Call Centre Boosts Collaboration With New Knowledge Management Solution
Mar 2010
Piraeus Bank is a leading banking and financial services group of Greek. The bank largely relies on Piraeus Bank Direct Services (PDS), an affiliate of Piraeus Bank, for its Call Centre services....
Provided by Microsoft
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Case Studies
Ventas y Servicios S.A. Improves Service and Boosts Sales by 50% With Scalable Call Center Platform
May 2010
Ventas y Servicios S.A. is a Columbian call center company that primarily offers outsourcing and insourcing services through telephone-based services in the areas of debt collection, sales, and...
Provided by Oracle
-
Case Studies
PartyLite Europe Uses RAMP to Boost User Productivity and Feedback
May 2008
This case study talks about how PartyLite Worldwide Inc., a LANSA customer based in US since year 1995 and in Europe since year 1997 worked along with it to ensure smooth expansion of PartyLite's...
Provided by LANSA
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Case Studies
Consumers Save Money and Insurers Get More Business With FMR.ie
May 2008
Flood Maguire & Robertson Limited (FMR), a leading online insurance broker based in Ireland, chose LANSA over other web application and is pleased with it. This case study will tell the reader...
Provided by LANSA
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White Papers
The State Of Customer Experience,2010
Feb 2010
With tighter budgets and fewer resources, companies across North America are turning to improved customer experience as a way to build business and enhance brand loyalty. The biggest obstacle to...
Provided by Adobe Systems
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Webcasts
Video: Operational Management With Oracle Enterprise Manager
Jun 2010
Watch as Thomas Kurian, EVP of Development and Sushil Kumar, VP of Product Strategy along with Office Depot as they discuss key success factors in end-to-end operational management.
Provided by Oracle
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Webcasts
Video: Equinix Gains Proactive Management with Enterprise Manager
Jun 2010
Equinix discusses how Oracle Enterprise Manager offers proactive Portal monitoring and management.
Provided by Oracle
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Webcasts
Video: ColorCon Uses Enterprise Manager for Monitoring Consistency
Jun 2010
Challenged by monitoring multiple data centers, ColorCon discusses how Oracle Enterprise Manager helped improve its monitoring and management consistency.
Provided by Oracle
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White Papers
Product Download : Applications & Systems Monitoring Tool
Jun 2010
ManageEngine Applications Manager is an availability and performance monitoring software that helps businesses ensure high availability and performance for their business applications by ensuring...
Provided by ManageEngine
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White Papers
Sony delivers a premium product with a premium support experience
Nov 2011
Sony VAIO customers expect a premium product and a premium support experience. With the help of LogMeIn Rescue, Sony increased its customer satisfaction and reduced average talk time on calls....
Provided by LogMeIn
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White Papers
Enabling Effective Nurse Communications
Jan 2010
Healthcare providers today face increasing pressure from many directions. They must improve patient care, despite persistent nursing staff shortages, and adopt new technologies in an ever-evolving...
Provided by Avaya
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Whitepapers
IBM Tivoli Monitoring trial download: Optimize energy consumption.
Aug 2009
Make the most of your IT budget by managing energy consumption effectively. By monitoring energy usage and heat levels in your data center and facilities, you can see how and where to optimize for...
Provided by IBM
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White Papers
Universal Queuing: A Cookbook for Transforming Your Call Center Into a Contact Center
May 2010
Everyday life transforms, technology evolves, communication methods advance, and organizations battle to stay ahead of the competition. Transformation is essential to survival. One has to see one...
Provided by Callfinity
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White Papers
Harnessing Your Tribal Knowledge
May 2010
Today's enterprises are challenged with capturing and disseminating information across globally dispersed organizations. Most of a company's knowledge is in the heads of employees and conveyed...
Provided by Altus
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White Papers
What Is the Future for Multishore Outsourced Customer Contact?
Dec 2008
Navigating the challenges of the current economic situation means that enterprises across industries must develop strategies for ensuring Long-term customer satisfaction, while at the same time...
Provided by SITEL
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White Papers
Contact Centers for Crisis Communication in a Disaster
Dec 2009
CiRM, e-services, and voice portals have transformed public service communication. They are now key elements for managing interactions between citizens and their governments in normal times and in...
Provided by Alcatel-Lucent
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White Papers
Innovating With Your Contact Center: Turning Your Customers Into Brand Advocates
Feb 2010
Today's technologically savvy consumers are more versatile in how they communicate and more sensitive to how service options resonate with their own communications habits. As a result, versatility...
Provided by Alcatel-Lucent
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Case Studies
Contact Center Boosts Call Response Time 66 Percent With Unified Communications Solution
Mar 2010
Emerson Ecologics provides nutritional supplements and supplies to healthcare practitioners. The company runs a midsize contact center that brings in approximately 50 percent of its revenues. When...
Provided by Microsoft
-
White Papers
Developing Client-Side IP Call Recording Applications Using Avaya Application Enablement Services
Oct 2008
The ability to record calls is increasingly important in call center and other business communications environments. For example, it may be necessary to record calls to comply with legal...
Provided by Avaya
-
White Papers
How to Improve First Call Resolution
Mar 2009
A large number of organizations have heard about First Call Resolution. However, it seems to be a peripheral concern as they look to increase call center efficiencies and handle issues more...
Provided by Upstream Works
-
White Papers
Increasing the Efficiency of a Brazilian Emergency Response Call Center
Apr 2009
This paper presents solutions to increase efficiency and reduce response times at an Emergency Call Center in the southernmost state of Brazil, Rio Grande do Sul. Utilizing macro-ergonomic design,...
Provided by Institute of Electrical and Electronics Engineers
-
White Papers
Discover Why Contact Center Quality Doesn't Measure Up - And What You Can Do About It
May 2009
This whitepaper discusses how one can increase customer satisfaction - and the center's strategic value - by fine-tuning quality monitoring processes. It looks at how internally focused measures...
Provided by United Business Media
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White Papers
How To Boost Your Bottom Line in Today's Business Climate
Oct 2009
In conjunction with Google Enterprise Search, the Google Search Appliance (GSA) can dramatically reduce your organization's total cost of ownership (TCO). By providing search solutions that are...
Provided by Google
-
White Papers
The State Of Customer Experience, 2010
Feb 2010
Forrester surveyed 141 executives from large North American firms to find out about their customer experience endeavors. Results show 90% of respondents feel that customer experience is very...
Provided by Adobe Systems
-
White Papers
Estimate The ROI Of A Better Online Customer Experience In Six Steps
Aug 2009
Proving the business value of a better online experience is a top priority for Web customer experience leaders. To help, we've identified a six-step process that lets even financial novices model...
Provided by Adobe Systems
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White Papers
Read this Forrester Paper to Learn About Customer Service Experiences, 2010
Jan 2010
Forrester asked more than 4,600 US consumers about their customer service experiences with companies across 14 industries. Barnes & Noble and Kohl's received the highest rating, while Charter...
Provided by Adobe Systems
-
White Papers
Rating Customer Service Experiences, 2010: Consumers Evaluate Customer Service At 92 Companies
Jan 2010
Forrester asked more than 4,600 US consumers about their customer service experiences with companies across 14 industries. Barnes & Noble and Kohl's received the highest rating, while Charter...
Provided by Adobe Systems
-
White Papers
Cisco TelePresence Intercompany Collaboration Solutions
Sep 2010
For many years, companies have sought better ways to involve customers, partners, and suppliers in their collaborative interactions without the burdensome requirements of scaling those...
Provided by TANDBERG, now part of Cisco
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Webcasts
TiVo Reduces Call Center Costs
Sep 2010
Implementing the Google Search Appliance not only reduced the amount of time TiVo's Customer Support Agents spent searching for content, it also reduced time spent on the phone with customers,...
Provided by Google
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Webcasts
Bring Fast, Relevant Search To Your Organization
Apr 2010
Google Search Appliance makes searching your company's information as easy as searching Google.com itself. Indexing more than 220 different file types (HTML, PDF, DOC, XLS, etc.), GSA provides...
Provided by Google
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White Papers
SOA, Web Services and Enterprise 2.0 in the Contact Center
Oct 2009
All of ones life in an age where the customer is king and minor blips in customer service can instantly become the fodder of social networking and video sharing Internet sites. Companies are...
Provided by Nortel Networks
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Case Studies
Happy Disabled Call Center by the Foundation for Disabled People
Jun 2008
Foundation for Disabled People (Fiziksel Engelliler Vakfi[FEV]) was established in 1995 to create and implement social projects that "Produce Realistic, Sustainable, and Tangible Solutions for...
Provided by Microsoft
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Webcasts
Human Capital Institute Webcast: Putting the User First - How Technology is Changing the Way Talent Does Business
Jul 2010
Changes in technology today are having a dramatic impact on business processes, as technology becomes more transparent and user-focused, and our processes and projects become easier to execute....
Provided by Oracle
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White Papers
The Role of HR in Uncertain Times (Economist Intelligence Unit Report)
Aug 2009
The current business environment is demanding a great deal of workers around the globe. The practice of doing "more with less" has become the modus operandi in most businesses and business areas,...
Provided by Oracle
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Whitepapers
Workshifting Benefits: The Bottom Line
Oct 2010
This new white paper from the Telework Research Network provides a quantitative synthesis of the potential benefits that regular telecommuting can offer companies, employees and communities.
Provided by Citrix Online
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Case Studies
Credit Union Stays Competitive With Better, Faster CRM Solution for Member Service
Oct 2010
Desert Schools Federal Credit Union is one of the largest credit unions in the United States. To maintain that position, it must continue to provide member service that delivers competitive...
Provided by Microsoft
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White Papers
Republic Bank
Oct 2010
This case study shows how desktop virtualization transformed the tax service call center at Republic Bank and why VMware View 4 helped to slash costs and improve productivity. Republic Bank wanted...
Provided by VMware
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White Papers
Delivering Efficient After-Sales Service in IM&C Companies
Oct 2010
Discover how software from SAP and our partners can help your IM&C company to maximize profitability and revenue, improve customer service, and reduce costs. Learn how to streamline and align all...
Provided by SAP
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White Papers
Transforming the Contact Center for a New Era of Customer Experience Management
Jun 2010
Enterprise customer service operations are going through a transition in response to changing demographics and new technologies for communication and interaction. Companies can benefit from this...
Provided by Avaya
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White Papers
Benchmarking in the Contact Center: Tips for Managing What You Measure
Sep 2010
Contact centers are not the only areas of the enterprise having to do more with less. However, there are few other areas where the results of this challenge can have a greater impact on customer...
Provided by Avaya
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White Papers
Business Value Reporting and Analytics
Jun 2009
Customer service is a key differentiator in any competitive business climate. To make the most of every customer interaction, businesses must have a firm understanding of their customer's service...
Provided by Avaya
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White Papers
Connect and Empower Mobile Salespeople
Mar 2009
Welcome to CRM in the era of mobility. This evolution stands finally to extend the value of CRM from the management suite down to the field salespeople to whom it was previously an annoyance....
Provided by Oracle
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White Papers
The Modern Call Center: A Multi-Disciplinary Perspective on Operations Management Research
Oct 2007
Call centers are an increasingly important part of today's business world, employing millions of agents across the globe and serving as a primary customer-facing channel for firms in many...
Provided by Production and Operations Management Society
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White Papers
Impact of Customer Web Portals on Call Center: An Empirical Analysis
Oct 2010
Firms are investing millions to deploy web based self-services at their call centers primarily to reduce operating costs. The rationale is that the firm's cost of interacting with its customers...
Provided by Carnegie Mellon University
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White Papers
How Call Center Location Impacts Expectations of Service From Reputable Versus Lesser Known Firms
Dec 2007
Businesses are increasingly turning to call service centers located abroad to provide customer support. Although the country-of-origin literature as well as other reports may lead one to believe...
Provided by New York University
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White Papers
Cross-Selling in a Call Center With a Heterogeneous Customer Population
Sep 2007
Cross-selling is becoming an increasingly prevalent practice in call centers, due, in part, to its unique capability to allow firms to dynamically segment their callers and customize their product...
Provided by Columbia Business School
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White Papers
Time-Varying Call Center Design Via Lagrangian Mechanics
Mar 2008
This paper considers a multi-server delay queue with finite additional waiting spaces and time-varying arrival rates, where the customers waiting in the buffer may abandon. These are features that...
Provided by Duke University
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White Papers
Offshore Call Centers and the Role of National Identity Management on Customer Trust
Feb 2009
Offshore call centers are regarded as an important strategic decision for organizations to save the cost. Despite wide spread use of the practice, many organizations seem to be reluctant to openly...
Provided by University of Hawaii
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White Papers
Knowledge Management in Call Centers: How Routing Rules Influence Expertise and Service Quality
Jan 2010
In a call center, customers are assigned to service agents by routing policies that seek to balance several objectives. Usually, these policies follow myopic rules in order to minimize the waiting...
Provided by University of California, Santa Cruz
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White Papers
Routing to Manage Resolution and Waiting Time in Call Centers With Heterogeneous Servers
Aug 2009
In many call centers, agents are trained to handle all arriving calls but exhibit very different performance for the same call type, where performance is defined by the Average call Handling Time...
Provided by University of California
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White Papers
Call Center Service Recovery: Proactive and Comprehensive Compensation
Jan 2008
This paper examines whether the level of customer satisfaction is impacted by the call center representative being proactive or reactive in compensating the customer, and the degree to which the...
Provided by Florida Institute of Technology
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White Papers
The Impact of Simulation Training on Call Center Agent Performance: A Field-Based Investigation
Feb 2008
The most prevalent form of training call center agents is via classroom instruction coupled with roleplays. Role-play training has a theoretical base in behavior modeling that entails observation,...
Provided by INFORMS
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White Papers
The Impact of Offshored and Outsourced Call Service Centers on Customer Appraisals
Oct 2007
Firms are increasingly relying upon offshored and/or outsourced call centers to provide post-sales assistance to their customers. Although the motivation to engage in these practices is efficiency...
Provided by Springer Science+Business Media
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White Papers
New Project Staffing for Outsourced Call Centers With Global Service Level Agreements
Oct 2007
This paper considers the issue of new project staffing in an outsourced call center required to meet a monthly Service Level Agreement. This paper present empirical analysis generated during a...
Provided by Pennsylvania State University
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White Papers
Optimal Cross Training in Call Centers With Uncertain Arrivals and Global Service Level Agreements
Aug 2007
This paper consider agent cross-training in project oriented call centers where arrival rates are uncertain and the call center is subject to a global service level constraint. This paper is...
Provided by Pennsylvania State University
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White Papers
From the Call Center to the Executive Suite : The Value of Customer Operations Performance Management
Jan 2008
The need for greater operational control over the enterprise is a trend that is gathering momentum across a wide range of industries. At stake is the requirement for lower costs, greater...
Provided by EAC
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White Papers
Creating a Training Strategy and Evaluating Effectiveness
Jan 2009
The following are essential elements of an effective training strategy: Alignment with organizational and call center objectives: Training initiatives must be tied to overall organizational and...
Provided by UBM Medica
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Podcasts
Customer Service With Microsoft Dynamics CRM and the Customer Care Framework
May 2009
Making the most out of every customer interaction within contact centers is critical to help the organization weather the current economic storm. One way to deliver a great customer experience is...
Provided by Microsoft
