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Building the Small Contact Center
Until recently, customer interaction technologies were often considered too complex and costly for all but the largest businesses to justify. But today that

first contact metrics  the right agent the first time, keeping both happy. And, by closely tracking agent work and idle time, management systems can balance workloads and identify agents who will benefit from additional training. Here are some of the management tools available for small contact centers: Contact Reporting System These collect cradle to grave historical statistics on every facet of every contact, from the time it arrives at the PBX through to completion. Information can be provided on a per agent basis, Read More...
Sales Force Automation (SFA)
Sales Force Automation (SFA) systems help sales and marketing teams with functions related to taking orders, generating proposals or quotes, managing territories, managing partners, and maintaining...
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Documents related to » first contact metrics


Human Capital Management: How Top Organizations Drive Company Profits Efficiently
This benchmarking study analyzes human resources (HR) performance for over 200 best-practice companies in three categories: process and transactional support

first contact metrics  identified significant gaps between first quartile (the companies most effective in instituting best practices) and average performers (those that are average at instituting best practices). First-quartile HR organizations had over 50% better staffing ratios, and their HR costs were 30% or more lower. A single HR FTE in a first-quartile company served 120 employees, compared with 77 employees served by one HR FTE in an average company. HR costs per employee were $1,760 on average, compared with Read More...
Some Belated Insights from, well, Deltek Insight 2010 - Part 1
The month of May is usually the high season of software vendors’ conferences, but mid-May 2010 was a bit extreme: I was invited to four major user

first contact metrics  Shown Fully for the First Time) Deltek Costpoint 7 : The vendor demonstrated its next-generation, fully web-architected version of Costpoint, which is slated for release within the next year or so. Deltek Costpoint 7 features an updated  user experience (UX) design  that was built with the help of “human factors” experts. The UX is designed to let users work in Costpoint the way they want to, and to reorganize and adapt the desktop to match the way users do their jobs. Program Management Portal : Read More...
6 Key Elements-A Guide to Delivering a Consistent Outstanding Customer Experience in the Contact Centre and Beyond
Customers are the lifeblood of any business, and receiving quality customer service is a major factor in their purchasing decisions. There are six key elements

first contact metrics  known as Directors of First Impressions, the contact centre is the Department of First (and Sometimes Last) Impressions. In today's competitive market, a focus on customer relationships and service is a crucial differentiator. At Australian Central we are committed to meeting and exceeding the expectations of our members. Implementing Onyx is a core part of Australian Central's ongoing Member Relationship Management Program and represents a significant investment in this customer focused strategy. Read More...
Sword Ciboodle-One More BPM-Centric CRM Provider
What does BPM have to do with CRM? Sword Ciboodle can tell you. The vendor delivers process-based customer interaction solutions to contact centers to improve

first contact metrics  electricity public utility, increased first contact resolution from 30 percent to 90 percent, saving $24 million (USD) by reducing the time required to service customers. Sword Ciboodle has an impressive roster of retail telecom customers, such as British Telecom (BT) , Vodafone Libertel B.V. (one of the largest mobile telecom companies in The Netherlands), Smart Telecom (Ireland), AAPT (Australia), Eircom (Ireland), KPN (The Netherlands), and Telecom (New Zealand). Its customers in other sectors (e.g., Read More...
Two Mistakes Most Professional Services Organizations Make-How Metrics and Automation Tools Drive Profits
Many companies strive to effectively measure and analyze their service operations. But while management struggles to measure too many (or too few) metrics, they

first contact metrics   Read More...
Get ERP Right the First Time: A Practical Guide to Selecting and Implementing a New ERP System
Every company faces different challenges and has different needs in regard to enterprise resource planning (ERP). Choosing the right ERP system can be difficult

first contact metrics  ERP Right the First Time: A Practical Guide to Selecting and Implementing a New ERP System Every company faces different challenges and has different needs in regard to enterprise resource planning (ERP). Choosing the right ERP system can be difficult because there is really no one-size-fits-all ERP solution. However, there are certain basic principles that apply to nearly every company’s situation. Find out what they are, and learn how you can increase your chances of a successful ERP Read More...
Key Metrics for Monitoring New Product Development
Since our research-driven beginnings, Johnson & Johnson Advanced Sterilization Products (ASP) has continually improved the new product development (NPD) process

first contact metrics  idea,Ide,NPD,sterilization,management Read More...
Sword Ciboodle and SAS Analytics Intelligent Contact Center: Product Overview
The market for contact center solutions is divided between customer relationship management (CRM) solutions and call center solutions, typically from different

first contact metrics  Ciboodle and SAS Analytics Intelligent Contact Center: Product Overview The market for contact center solutions is divided between customer relationship management (CRM) solutions and call center solutions, typically from different providers. On top of that, business intelligence (BI) vendors offer tools and add-ons to analyze contact center data. This means that if you require “the complete package,” you’ll need two or three different solutions. Naturally, these solutions will not always Read More...
Microsoft's Cloud-first Focus
As part of Microsoft’s TECHED Conference in New Orleans, Satya Nadella President of Server @ Tools Business at Microsoft, sent an internal mail to all Microsoft

first contact metrics  engineers live a “live-site” first culture to better respond to our customers in real time. And we are laser-focused on building more complete end-to-end service scenarios, or modern workloads, to deliver more value to our customers and partners. It also mentions Microsoft’s efforts to not only improve its cloud services but also expand them in various ways to cover cloud integration in many areas: By applying this architectural approach to Microsoft’s own diverse set of internet-scale properties Read More...
Technology Value Matrix First Half 2013: ERP
Many companies are considering consolidating or replacing their maturing enterprise resource planning (ERP) applications to take advantage of emerging solutions

first contact metrics  Value Matrix First Half 2013: ERP Many companies are considering consolidating or replacing their maturing enterprise resource planning (ERP) applications to take advantage of emerging solutions with more intuitive user interfaces, in-application analytics, and mobile access. The move toward ERP in the cloud is also shifting customer expectations. Vendors must show both initial and ongoing incremental benefit through greater usability and functionality. This paper gives an overview of some of Read More...
Integrated Benefits Institute Presents IBI Key Health Metrics Dashboard
The Integrated Benefits Institute (IBI), a provider of health and productivity research, measurement, and benchmarking, has developed the IBI Key Health Metrics

first contact metrics   Read More...
BUSINESS FIRST: Business Process Management (BPM) Competitor Analysis Report
Business process management (BPM) defines, enables, and manages the exchange of enterprise information through the semantics of a business process view, which

first contact metrics  FIRST: Business Process Management (BPM) Competitor Analysis Report Business process management (BPM) defines, enables, and manages the exchange of enterprise information through the semantics of a business process view, which involves employees, customers, partners, applications, and databases. Read More...
The First Step in mySAP.com
Application Hosting with mySAP.com was introduced in January of 1999. Recently, SAP announced over 5,000 users in North America have embraced the initiative.

first contact metrics  First Step in mySAP.com Event Summary On December 14th, at the eBusiness Conference & Expo in New York, SAP AG (NYSE ADR: SAP) announced over 5,000 users in North America have embraced Application Hosting with mySAP.com since January 1999. Application Hosting with mySAP.com enables small to medium-sized businesses to use business software over the Internet. By using Application Hosting with mySAP.com, customers can implement their inter-enterprise solution by using preconfigured applications known as Read More...
Throw Away Your Financial Statements: Managing by Metrics
Analyzing static, detailed financial statements has been the modus operandi for hundreds of years. Because many business management systems can isolate and

first contact metrics  is slow during the first and last quarter, thus leading to an expected reduction in inventory turns. However, order increase during the second and third quarters and therefore inventory turns should increase as well. Summary Digital dashboards, browser-based accounting, and .NET technology give users the ability to move away from traditional reporting systems that produce endless pages of reports that report on business conditions after-the-fact. As users adopt new technology, they should also adopt new Read More...

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