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Keeping Your Workforce Connected by Cisco Systems, Inc
March 2008 - (Free Research) Keeping a workforce connected to people and to data anytime, anywhere, is a big step toward boosting operational efficiency. And it's an especially important step for small and medium-sized businesses (SMBs).
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Customer Support solution by Extraview Corporation.
ExtraView Customer Support provides controlled access screens where customers and partners may enter problem reports and enhancement requests over the Web.
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Measuring Service Effectiveness by Numara Software
April 2008 - (Free Research) This presentation will outline the various means for a call center to measure effectiveness, which provide the balance in the balance scorecard.
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Automating Your Call Center Feedback by Mindshare Technologies
March 2008 - (Free Research) The most successful contact centers are turning to leading-edge automated feedback solutions and developing processes to incorporate feedback into daily operations.
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Customer Support Solution by Extraview Corporation
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As a leading software customer support solution for small companies to the world's largest organizations, the ExtraView Customer Support solution features comprehensive customer support management functionality based on the ExtraView platform.
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Nucleus Research Case Study: VMware Virtual Desktop Infrastructure by AMD and VMware Inc.
March 2008 - (Free Research) IRMC used VMware Virtual Desktop Infrastructure to virtualize its call center operations and support multiple call centers from a central data center, reducing IT costs while improving flexibility and competitiveness.
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Support Customer Calls with Innovated Interactive Voice by Genesys Co.
March 2008 - (Free Research) Companies are supporting customers in new ways by combining self and assisted customer services. Explore how speech self-service can build your company's brand and provide long-term success by achieving targeted customer satisfaction and ROI goals.
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Benefits and Advantages of Recording and Archiving Calls by Teleformix
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October 2006 - (Free Research) Record keeping has become an indispensable part of our culture. This white paper discusses the value of call monitoring and introduces the ECHO digital recording solution. Read how ECHO's synchronized voice and screen recordings - complete with quality monitoring and CRM - take the benefit of recording beyond the call center.
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Digital Voice Recording & Quality Monitoring for Improved CRM with ECHO by Teleformix
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ECHO is a digital voice recording, quality monitoring, and CRM platform with a browser based interface. ECHO is the solution for any North American company looking for a competitively priced, feature-rich recording solution. ECHO provides the vehicle for focused customer experience management & advanced business intelligence across the call center.
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The Support Impacts of Technical Complexity on Margins and Customer Satisfaction by Citrix Online - GotoAssist
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July 2007 - (Free Research) The latest SSPA Research Brief takes a close look at the support impacts of technical complexity on margins and customer satisfaction. Download the SSPA Research Brief today and discover how remote support technology can help by:
• Reducing call-handling times
• Increasing first-interaction closure rates
• Deflecting phone interactions
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Contact Center Costs: The Case for Telecommuting Agents by Avaya, Inc
April 2008 - (Free Research) This white paper addresses high labor costs that are inevitable with contact centers and how a telecommuting or home agent program can greatly reduce your labor cost while increasing productivity of your contact center.
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Service Lifecycle Management for IT Equipment - Tackling the Profitability Crunch by Astea International Inc.
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August 2005 - (Free Research) The IT Equipment Service market is riddled with complexity, plagued by competition & challenged by shrinking margins. This paper provides insight from recent conversations with leading service companies to discover how SLM principals are being used to combat the complexity, growing competition & shrinking profit margins in the IT Services Industry
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Astea Alliance Service Management Suite by Astea International Inc.
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Astea Alliance service management suite integrates & optimizes business processes for Contact Center, Field Service, Depot Repair, Logistics, Professional Services, & Sales & Marketing. Astea helps organizations maximize the value of their service operations by providing comprehensive, cost-effective solutions that optimize the service enterprise.
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The Role of Web-Based Self-Service in the Support Organization by CRMindustry.com
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October 2005 - (Free Research) Web-based self-service has evolved as a way for customers to address their own problems and handle tasks that traditionally have been managed by a call center or help desk. Itâs not just a means for deflecting calls from live agents, but it is also viewed as a way for businesses to differentiate themselves and deepen relationships with customers.
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