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Small Call Centers: Challenges and Opportunities
Call centers are mission critical to companies of all sizes. The quality of customer care is one way a smaller company can outshine its larger competitors. All

call centers  Centers: Challenges and Opportunities Call centers are mission critical to companies of all sizes. The quality of customer care is one way a smaller company can outshine its larger competitors. All call centers regardless of size have the same needs to drive customer satisfaction, grow revenues, control costs, and capture valuable market intelligence. Learn about an integrated call center solution designed for the needs of smaller companies. Read More

Business Process Outsourcing (BPO)
Business process outsourcing (BPO) services manage critical front- and back-office processes that can include human resources and accounting as well as customer-related services such as contact cen...
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Documents related to » call centers


Tis The Season for Call Center Fraud
To optimize customer buying experience and create a human connection to their brand, online retailers, or eTailers, increasingly turn to call centers. Although

call centers  ignored protecting their own call centers. Thus, these centers have not had the same level of fraud deterrence. Learn more about detecting call center fraudsters among a sea of valid shoppers. Read More
Using CRM to Boost Call Center Performance
Call centers are the focal point of customer experience and can create a valuable competitive advantage. Providing call center staff and their managers with the

call centers  Boost Call Center Performance Call centers are the focal point of customer experience and can create a valuable competitive advantage. Providing call center staff and their managers with the right customer relationship management (CRM) tools for interdepartmental coordination, real-time pipeline visibility, a centralized database, and actionable intelligence improves overall performance and accountability. This white paper aims to enable CRM strategy. Read More
Purchasing CRM for Contact Centers
Every business is in business to generate revenue. The more revenue generated, the happier everyone is. A company’s call center is no different. But how do you

call centers  everyone is. A company’s call center is no different. But how do you manage your call center to run as efficiently and productively as possible? While CRM software will represent an investment when initially implemented, it offers the possibility for a favorable return on investment. See how a CRM solution can benefit your call center. Read More
Help Is on the Line for Call Center Challenges
Call centers typically struggle with two major issues: ensuring high quality multi-channel communication and dealing with high employee turnover.Multi

call centers  for Call Center Challenges Call centers typically struggle with two major issues: ensuring high quality multi-channel communication and dealing with high employee turnover. Multi-channel communication is no longer optional for call centers, as customers are used to having many options for interacting, ranging from phone and text to e-mail and social media. However, maintaining the quality of interactions across channels and reducing queuing and routing times have always been on the list of challenges for Read More
Technology Evaluation Centers moderates enterprise software sessions at CPA Houston Spring Accounting Expo
Technology Evaluation Centers Inc. (TEC), the leading resource for impartial enterprise software selection announced today that it will be moderating two

call centers  our databases, clients can automatically generate side-by-side comparison reports simply by inputting their choice of vendors. For organizations requiring best practice assistance, we offer a full range of project management services. Media Relations Contact: Lisa Gertsman Marketing Director Tel: +1.514.954.3665 ext.349 Fax: +1.514.954.9739 Email: # # # Read More
TEC Launches Center to Help Companies Evaluate and Select ERP Distribution Software
Enterprise software analyst firm Technology Evaluation Centers (TEC) recently launched its ERP@Distribution Evaluation Center, to help companies compare the

call centers  software that has been specifically designed for companies in the distribution and logistics industries. Traditional distribution business needs are focused on moving goods through a supply chain, and the distribution software market has developed products to fulfill these needs. The software solutions developed for ERP-Distribution include the additional functionality of supply chain management (SCM), distribution process management (DPM), and retail and commerce. Dylan Persaud, senior ERP-Distribution Read More
Call Center Protocols: Getting Problems Solved!
Customer support agents (CSAs) are the first line of support for the client when a problem arises. If a level-1 CSA has tried all introductory problem-solving

call centers  be remembered that the call center environment involves more than just systems and protocols; it also involves the all-important factor in actually getting problems solved: human interaction. This puts a responsibility not only on the CSA, but on the client being served as well. For that reason, and based upon my experience as escalation lead in a helpdesk environment, I think it’s important that the client always be courteous with CSAs; they are trying their best to resolve problems promptly and Read More
Implementing Energy-efficient Data Centers
Electricity costs are an increasing portion of the total cost of ownership (TCO) for data centers. But you can dramatically reduce the electrical consumption of

call centers  centers. But you can dramatically reduce the electrical consumption of typical data centers through appropriate design of both the network-critical physical infrastructure and IT architecture. Discover how to quantify electricity savings and learn about methods that can greatly reduce your data center electrical power consumption. Read More
Robert Eastman Joins Technology Evaluation Centers
I am very excited to be joining Technology Evaluation Centers (TEC) as senior analyst, supply chain management.TEC's decision-support engine, robust feature

call centers  your supply chain capabilities, call us at TEC, and let the conversation begin. If you are an SCM software vendor, give us a call, and let’s talk about how we can enhance your visibility in the right opportunities at the right time for the right reasons. I look forward to  hearing from you . Read More
Maximizing the Savings of Call-center Multisourcing While Protecting Service Levels
Are you moving to call-center multisourcing to save money? Did you know that many multisourced agents use varied and unreliable systems? This leads to

call centers  your customers. Are all call centers like this? No. Call centers using a common hosted platform share tools and unify agent management, resulting in answered calls and positive customer experiences Read More
Enterprise Saves Over $1 Million on Sophisticated Call Routing to Nine Locations
In less than six months, RxAmerica was able to respond to unprecedented call volume—primarily from seniors seeking information on the US Medicare prescription

call centers  $1 Million on Sophisticated Call Routing to Nine Locations In less than six months, RxAmerica was able to respond to unprecedented call volume—primarily from seniors seeking information on the US Medicare prescription drug program—by increasing their service representative population by more than 500 percent, and by opening 6 new call centers. The cornerstone of their solution: a hosted call routing platform. Read More
How Data Center Infrastructure Management Software Improves Planning and Cuts Operational Costs
Business executives are challenging their IT staffs to convert data centers from cost centers into producers of business value. Data centers can make a

call centers  Data Center Infrastructure Management Software Improves Planning and Cuts Operational Costs Business executives are challenging their IT staffs to convert data centers from cost centers into producers of business value. Data centers can make a significant impact to the bottom line by enabling the business to respond more quickly to market demands. This paper demonstrates, through a series of examples, how data center infrastructure management (DCIM) software tools can simplify operational processes, Read More
Electrical Efficiency Measurement for Data Centers
Data center electrical efficiency is rarely planned or managed. The unfortunate result is that most data centers waste substantial amounts of electricity. Today

call centers  Efficiency Measurement for Data Centers Data center electrical efficiency is rarely planned or managed. The unfortunate result is that most data centers waste substantial amounts of electricity. Today, it is both possible and prudent to plan and measure data center efficiency. In addition to reducing electrical consumption, efficiency improvements can bring higher IT power densities. Learn how to describe, measure, and evaluate data center efficiency. Read More
TEC Helps Companies Compare, Select, and Evaluate Learning Management and E-learning Software
Enterprise software analyst firm Technology Evaluation Centers Inc. (TEC) recently launched its Learning Management Evaluation Center to help project managers

call centers  Helps Companies Compare, Select, and Evaluate Learning Management and E-learning Software TEC Helps Companies Compare, Select, and Evaluate Learning Management and E-learning Software Montreal, Canada - January 19, 2006 Enterprise software analyst firm Technology Evaluation Centers Inc. (TEC) recently launched its Learning Management Evaluation Center to help project managers, consultants, and decision makers compare the most qualified learning management and e-learning systems based on their own, uniqu Read More

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