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Software Functionality Revealed in Detail
We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.
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Visit the TEC store to compare leading software solutions by funtionality, so that you can make accurate and informed software purchasing decisions.
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 call centers


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.

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Software Functionality Revealed in Detail

We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.

Get free sample report
Compare Software Solutions

Visit the TEC store to compare leading software by functionality, so that you can make accurate and informed software purchasing decisions.

Compare Now

CRM for Financial and Insurance Markets RFI/RFP Template

Insurance and Investment, Marketing Automation, Sales Force Automation (SFA), CRM Analytics, Call Center and Customer Service, Professional Services Automation (PSA), e-CRM, E-Mail Response Management, Industry Vertical Module Availability, Product Technology  

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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 many eTailers invest in technology to thwart online fraud, many have 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.

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 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.

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 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.

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-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

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 sessions for the prestigious Houston CPA Society Spring Accounting Expo, being held May 28-29, 2008 at the Houston Reliant Center.

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 most qualified ERP—Distribution systems based on their own, unique business needs.

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 skills, has referred to the company knowledge base (KB) for a possible solution, and is still unable to resolve the problem, the incident ticket is escalated to second level (L2) support, where CSAs have advanced training and more knowledge

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 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.

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/function models, and rich database of vendor capabilities enable TEC clients to realize faster time-to-value in software decisions.  Watching the evolution of how clients use software advisory firms, and, then, starting up my own analyst

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 unavailable agents and, consequently, long waits for 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

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 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.

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 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, cut costs, and speed up information delivery.

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, 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.

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, consultants, and decision makers compare the most qualified learning management and e-learning systems based on their own, unique priorities.

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