Call Center Management Management of Call Centres involves balancing the requirements of cost effectiveness and service. Callers do not wish to wait in exorbitantly long queues until they can be helped and so management must provide sufficient staff and inbound capacity to ensure that the quality of service is maintained. However, staff costs generally form more than half the cost of running a call centre and so management must minimise the number of staff present.
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In the insurance industry, call centers have become increasingly sophisticated in terms of their business capabilities and enabling technologies.
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Read how to improve cross-selling and up-selling, claims efficiency and market opportunities from insurance and IT industry authority, Mark Breading, SMA partner at SMA Strategy Meets Action.
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With advances in contact center automation, businesses are finding they can extend the same automation to service processes and touch-points throughout their organization.
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Read this whitepaper to learn why the human perspective is vital to BPA success.
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ocial media is a valued communication channel for business. Yet many businesses still have questions about how to implement social media initiatives and where the contact center fits in.
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Read what companies are doing to make PCC initiatives an integral part of their unified communications and customer retention strategies, from Mathew Erickson, senior product manager for outbound solutions at Interactive Intelligence,
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Read how in this first installment of a three-part series from two industry experts: Michele Rowan, president, At Home Customer Contacts, and Tim Passios, senior director of Solutions Marketing at Interactive Intelligence.
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For contact centers, it's getting easier to consolidate and centralize communications architectures and realize the benefits. Obviously, there are fewer applications and physical boxes to be administered and maintained.
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Integrating social media for customer care isn't really the question for businesses anymore.
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Read what makes the Interaction Center Platform a true-all-in-one solution for the contact center, the enterprise and the cloud, from Interactive Intelligence president and CEO Don Brown, and Tim Passios, senior director, Solutions Marketing.
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DMG Consulting LLC identifies five top misperceptions, and dispels them with findings from their recent customer satisfaction study for hosted contact center services.
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To successfully choose and implement an IP system, the best place to start is with a roadmap - current offerings, justification factors, upcoming solutions, and suggested planning guidelines. Without one, your new system might never move forward. Read more.
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By: LogMeIn
Published Date: Mar 01, 2012
Now may be the time to reevaluate your remote support to add new capabilities, increase efficiency and consolidate support tools. What do you stand to gain by switching your remote support tool?
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By: LogMeIn
Published Date: Mar 01, 2012
This guide will identify some key ways to keep the Service Desk human and ensure that customer service stays at the front and centre of everything that the Service Desk does.
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By: LogMeIn
Published Date: Mar 01, 2012
This brief case study illustrates how Sling Media's transition to a remote support solution with web-based chat realized a substantial cut in session times and an increase in customer satisfaction.
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Sybase PowerBuilder has remained throughout the years a bastion of application development productivity for a wide class of enterprise applications that combine database access with a highly productive graphical user interface (GUI).
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By: Aerohive
Published Date: Jan 04, 2012
Ultralight branches let businesses drive the placement and lifespan of branches while minimizing real estate, infrastructure, and costs.
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Sr. Director of Engineering Sid Jain describes how Product Partners implemented Oracle Service Bus to achieve agility through service virtualization,
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By: Oracle
Published Date: Nov 16, 2011
Learn how to meet expectations on the evolving consumer journey through the cross-channel commerce landscape of today, driven by technical trends.
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By: Oracle
Published Date: Nov 16, 2011
This whitepaper takes a look into opportunities for organizations to provide a superior experience focusing on integrating a CRM eCommerce solution.
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This white paper examines the performance figures obtained by the Riverbed Stingray Traffic Manager VA running on VMware vSphere 4.0.
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The survey findings paint an interesting picture - and an interesting disconnect. The very features that businesses are demanding before they will move to a SaaS solution (such as proven cost-effectiveness advantages over on-premise solutions) are benefits that many businesses are already enjoying from their SaaS solutions.
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Help Desk software as a service is attractive to many IT departments. It offers the same benefits of traditional IT help desk solutions, in addition to reducing capital expenses, accelerating implementation, and providing easier upgrades. This paper explores considerations for implementing IT service management in-house or as a service.
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By: SAP
Published Date: Mar 28, 2011
See how SAP has combined SAP Business Communications Management with implementation services to help you quickly and predictably improve customer service and reduce operational costs in inbound contact centers. The all-IP contact-center solution works with SAP CRM to further increase customer service benefits.
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By: SAP
Published Date: Mar 24, 2011
Between May and June 2010 Aberdeen examined the experiences and intentations of more than 170 service and manufacturing enterprises in the use and selection of non-field based service delivery channels enterprises.
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