White papers related to "Contact Center"
A leading contact center provider has described the contact center as "a physical entity where many media (phone, email, fax, Web and more) contacts are placed and taken, using a combination of your Ambassadors (Agents) and technology. The end result is an information exchange that adds value to your products and/or services.
Related to Contact Center: Call Center, Contact Management (CM), Customer Relationship Management (CRM), Customer Service and Support, Help Desk and Call Management, Zeacom
In this Buyer Guide, you will find details on what to look for, how to buy, what you can expect to pay and how to derive the most value from your contact center technology investment. Call Center Overview In today highly competitive marketplace, maintaining a loyal customer base can mean the dif erence between success and failure.
Related to Contact Center: Call Center, Call Processing, Customer Relationship Management (CRM), Customer Service and Support, Help Desk and Call Management, Interactive Voice Response System (IVR), IT Infrastructure, Telephony, InsideCRM
That means more space, more energy, more maintenance, and more cost - most of which contact centers have too much of already.
Related to Contact Center: Call Center, Customer Relationship Management (CRM), Interactive Voice Response System (IVR), Mindshare Technologies
In the past, contact centers benefited from advances in information and technologies, yet many companies struggled to determine how they could take advantage of these benefits.
Related to Contact Center: Consulting and Services, Customer Relationship Management (CRM), IT Monitoring and Management, Practices and Business Issues, Project and Process Management, EquaTerra, Finance and Insurance, Information, Manufacturing
A crucial department in the company is thus the customer contact center, as it plays a pinnacle role in branding, corporate image, and customer lifetime value.
Related to Contact Center: Call Center, Customer Relationship Management (CRM), Customer Service and Support, Hitachi Consulting
Yet according to numerous industry analysts, a staggering 55 to 70 percent of customer relationship management (CRM) and contact center projects fail to meet their objectives.
Related to Contact Center: Contact Management (CM), Customer Relationship Management (CRM), Knowledge Management and Collaboration, Hitachi Consulting, Management of Companies and Enterprises, Management, Scientific, and Technical Consulting Services
Assumption: Call center turnover will always be higher than you want, no matter what you do. If this is true (and a mounting body of research suggests it is), you?ll need to complement rewards such as bonus pay, flex time, and public recognition with other means of getting the most productivity from your agents before they head for greener pastures.
Related to Contact Center: Call Center, Contact Management (CM), Customer Relationship Management (CRM), Panviva, Scientific Research and Development Services
There are several reasons for this lack of successin particular the method by which these multichannel contact centers were developed in the first place.
Related to Contact Center: Channel Management, Contact Management (CM), Customer Relationship Management (CRM), RightNow Technologies, Information
name = TEC_WP; The Profit-Minded Contact Center: Building an Roi Case for Customer Interaction Solutions in Financial Services by Portrait Software --> Email this to a friend View More Related Papers Receive White Paper Updates White Paper Description Today, financial services firms are increasingly focusing on organic growth—forcing contact centers to drive cross-selling efforts as well as strengthen customer relationships.
Related to Contact Center: Accounting and Financial Management, Channel Management, Contact Management (CM), Customer Needs/Requirements Management (CNM), Customer References, Customer Relationship Management (CRM), Customer Service and Support, Return on Investment (ROI), Portrait Software, Finance and Insurance, Manufacturing
Unifying these geographically dispersed and discrete contact centers creates a single, virtual contact center operation that is more efficient, easier to manage, and has better customer service.
Related to Contact Center: Business Process Management, Business Process Outsourcing, Call Center, Contact Management (CM), Customer Relationship Management (CRM), Customer Service and Support, Help Desk and Call Management, Internet Enabled Real Time Support, Outsourcing, EDS
Contact center managers are expected to provide high levels of customer satisfaction while increasing revenues and controlling costs. How can you reconcile these seemingly opposing goals? One solution is to implement a performance management process using a technology-enabled closed-loop coaching framework. Find out how they can result in a powerful return on investment for your company and improve agent productivity.
Related to Contact Center: Customer Relationship Management (CRM), IT Monitoring and Management, Knowledge Management and Collaboration, TDI Inc.
and planning to support workforce optimization Marketing data - Helps ensure that contact center operations and marketing campaigns are aligned, contact center agents are trained and staffed for campaigns, and demand forecasts represent
Related to Contact Center: Call Center, Contact Management (CM), Customer Relationship Management (CRM), Help Desk and Call Management, Human Resources, Return on Investment (ROI), ROI and Success Measurement, SAP
Business intelligence (BI) efforts can only result in a truly intelligent, agile business if they are driven by business goals?comprehensively deployed and adopted; and managed in ways that produce meaningful, measurable and credible results. Discover five BI trends to watch out for in 2010, and learn how to develop an approach to BI that?s effective, and tailored to your organization?s unique needs and goals.
Related to Contact Center: Business Intelligence (BI), Customer Relationship Management (CRM), Software as a Service (SaaS), Focus Research
Users can choose and customize more than 400 features, maximizing their productivity through powerful desktop applications, including unified communications, converged conferencing, contact center and softphone.
Related to Contact Center: IP Telephony/Voice over IP (VoIP), Telephony, VPN, Extranet, and Intranet, ShoreTel, Inc., Accommodation and Food Services, Administrative and Support and Waste Management and Remediation Services, Agriculture, Forestry, Fishing, and Hunting, Arts, Entertainment, and Recreation, Construction, Educational Services, Finance and Insurance, Health Care and Social Assistance, Information, Management of Companies and Enterprises, Manufacturing, Mining, Other Services (except Public Administration), Professional, Scientific, and Technical Services, Public Administration, Real Estate and Rental and Leasing, Retail Trade, Transportation and Warehousing, Utilities, Wholesale Trade
Onyx serves more than 1300 customers in a variety of industries including financial services, health care, contact center, high tech and local government.
Related to Contact Center: Business Performance Management (BPM), Customer Relationship Management (CRM), Data Management and Analysis, Consona, Finance and Insurance, Information, Professional, Scientific, and Technical Services, Real Estate and Rental and Leasing