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How Cellular South Identified Service Coverage Areas and Improved Customer Service by Pitney Bowes Group 1 Software

April 2008 - (Free Research) Using Envinsa® from Pitney Bowes MapInfo, Cellular South has increased overall knowledge of service availability for customers and employees, drastically improving customer service and decision making across the entire company.
(CASE STUDY) READ ABSTRACT | GO TO CASE STUDY

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).
(WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

The Guru - Episode One: What's beyond Right Now? by Cisco Systems, Inc

February 2008 - (Free Research) A new switch? Another new server? Four more contact center agents? The challenges facing a growing business seem unlimited.
(WEBCAST) READ ABSTRACT | GO TO WEBCAST

Beyond VoIP: Enterprise Perspectives on Migrating to Multi-modal Communications and Wireless Mobility by Avaya, Inc

July 2008 - (Free Research) As per this report the industry providers are already delivering the new piece parts for such convergence, although new standards are still evolving to enable maximum interoperability across converged telecommunication infrastructures.
(WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Three Best Practices for Today’s Profitable Contact Centers: Three Best Practices for Contributing to the Bottom Line by Avaya, Inc

July 2008 - (Free Research) This white paper provides the three best practices for today's profitable contact centers.
(WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Smooth Sailing - Best Practices for Implementing an IP Contact Center WP by Avaya, Inc

June 2008 - (Free Research) IP Telephony is proving itself as architecture that is flexible and cost effective for the contact center.
(WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Implementing a Telecommuting Program by Avaya, Inc

June 2008 - (Free Research) This paper examines the implementation of telecommuting capabilities, from an operations management perspective.
(WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Go Green with Home Agents by Avaya, Inc

June 2008 - (Free Research) This paper summarizes for contact center managers the facts and fiction regarding the environmental benefits of home agent programs.
(WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Extraordinary Customer Service by Avaya, Inc

June 2008 - (Free Research) Extraordinary Customer Service explores the contact center as a strategic part of your enterprise--where you can leverage differentiated services to provide a superior customer experience that can build brand loyalty and increase profits.
(WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Best Practices for Home Agents by Avaya, Inc

June 2008 - (Free Research) The best practices described in this paper do not necessarily apply to every telecommuter, virtual office worker, or home-based business -- those are more general topics than that of home agents.
(WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

SingTel IP VPN - FSI Financial Services Institutions by Singapore Telecommunications Ltd

May 2008 - (Free Research) This white paper details how implementing an IP VPN solution within your enterprise can ensure that you are holding up your high level standard of service as well as keeping it secure, while also being able to increase your offerings.
(WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Roadmap for Implementing a Multi-Site IP Contact Center by Avaya, Inc

May 2008 - (Free Research) This white paper discusses the challenges surrounding implementing a multi-site contact center and a solution that can assist you in making a smooth transition.
(WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

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.
(WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

CosmoCom Consolidates VisitBritain’s Highly Distributed Global Contact Center by CosmoCom Inc

May 2008 - (Free Research) A CosmoCom Consolidation 2.0 solution case study: The VisitBritain contact center, a globally distributed Virtual Contact Center with many individual sites.
(CASE STUDY) READ ABSTRACT | GO TO CASE STUDY

Samsung France Consolidates Outsourced Call Centers onto Hosted CosmoCall Universe Platform by CosmoCom Inc

May 2008 - (Free Research) Case Study: For a hosted IP based callcenter system, Samsung found the solution it needed from Orange Business Services, built on the CosmoCall Universe platform.
(CASE STUDY) READ ABSTRACT | GO TO CASE STUDY

Consolidation 2.0: Consolidation Trends in Contact Center Technologies and Operations by CosmoCom Inc

May 2008 - (Free Research) Consolidation 2.0 is a call center strategy that eliminates unnecessary duplication of resources and efforts, improves efficiency, reduces costs, and increases customer satisfaction.
(WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Increase First Contact Resolution: The Key to Superior Support by Citrix Online-GotoAssist

July 2008 - (Free Research) John Ragsdale, VP of Research for SSPA makes a business case for improving first contact resolution and explain how it links to significantly reduced operating costs and increased customer loyalty.
(WEBCAST) READ ABSTRACT | GO TO WEBCAST

“SmartGridNet” Architecture for Utilities by Alcatel Lucent

May 2008 - (Free Research) This paper describes an evolutionary approach to an intelligent communications network ("SmartGridNet"), maximizing leverage of the existing asset base and minimizing capital and operations expenses.
(WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

The Cold Truth about Customer Surveys by Verint Systems (Witness Actionable Solutions)

June 2008 - (Free Research) Customer feedback solutions use short, context-sensitive, dynamic surveys to capture information from customers across all channels of contact and these solutions allow the contact center to create and modify customer surveys themselves.
(WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Enterprise Benefits of Real-Time Contact Center Performance Management by Genesys Co.

July 2008 - (Free Research) Real-time CCPM solutions give contact center management an objective and quantifiable method for identifying, capturing and communicating customer or operational issues quickly enough to prevent them from causing more damage.
(WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Top 10 Tips on Getting Started with Speech Analytics by Verint Systems (Witness Actionable Solutions)

April 2008 - (Free Research) Adding speech analytics to your existing recording and quality monitoring platform can mine the captured interactions to provide you with greater insight into customer perceptions and agent behaviors — and the changes your business can make to enhance them.
(WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Addressing Common Contact Center and Enterprise Business Issues with Speech Analytics by Verint Systems (Witness Actionable Solutions)

April 2008 - (Free Research) As a solution to contact center issues, this paper suggests Speech analytics, which gives organizations the ability tap into existing recorded customer interactions to gain actionable intelligence for improving business performance.
(WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

Speech Analytics - Best Practices and Customer Case Studies by Verint Systems (Witness Actionable Solutions)

April 2008 - (Free Research) This webcast explains speech analytics, a tool that gives organizations the ability tap into existing recorded customer interactions to gain actionable intelligence for improving business performance.
(WEBCAST) READ ABSTRACT | GO TO WEBCAST

Verint Solutions in Action AAA Washington: A Case Study by Verint Systems (Witness Actionable Solutions)

April 2008 - (Free Research) ULTRA and ULTRA analytics have equipped AAA Washington to more readily meet its compliance requirements and customer experience objectives.
(CASE STUDY) READ ABSTRACT | GO TO CASE STUDY

Proactive Contact Center Management: A New Paradigm for Driving Continuous Improvement? by Genesys Co.

June 2008 - (Free Research) This white paper is intended to give you a sense of what these new proactive management technologies can do for you, and to help you establish criteria for evaluating products in this arena.
(WHITE PAPER) READ ABSTRACT | GO TO WHITE PAPER

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