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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

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Documents related to » first contact metrics


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
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
Maximizer CRM Version 11 Highlights
Maximizer probably needs no introduction, but I will do it anyway for people who are not very familiar with the customer relationship management (CRM) space. It

first contact metrics  opportunity management systems. The first version of the product ( 3.0 , launched in 1996, one year after the acquisition of the Maximizer product line from Modatech Systems) was promoted as “ a full-featured contact management system with activity scheduling .” Many things have changed since 1996, including: - the acquisition of Tracker Software in 1997 and Cognitech in 1998; - the release of version 5.0 (in 1998), which brought e-commerce to contact management; - the announcement of version 9.5, Read More
Differentiation through Service Excellence
With products increasingly becoming commodities, chief executive officers (CEOs) recognize that first-rate customer service is key to enhancing customer

first contact metrics  goals are met. The first step is development of a business case, which shows how the implementation will support your strategic objectives. For example, you should identify how the new capabilities will enhance the customer experience in support of your brand. Or you might concentrate on improving key performance metrics such as rate of first-call resolution and average time to resolve a complaint. In the planning phase, be sure to deeply understand your customers and how services can best meet their Read More
6 Metrics No Executive Should Be Without
In an economic climate characterized by cost-cutting and increased regulatory requirements, organizations face growing demands to reduce employee turnover and

first contact metrics  HCM,human capital management,Ultimate Software,UltiPro,HCM solution,HR metrics,metrics,executive,BI,business intelligence Read More
The First Steps to Achieving Effective Inventory Control
Despite varying locations and industries, distributors worldwide often face similar inventory-related problems. Too much of one product, not enough of another

first contact metrics  First Steps to Achieving Effective Inventory Control Despite varying locations and industries, distributors worldwide often face similar inventory-related problems. Too much of one product, not enough of another… and the list goes on. Discover how many forward-thinking distributors have learned to better manage production inventory—and increase efficiency and profitability—with smart inventory management strategies based on tried and proven methods and best practices. Read More
TradeStone Software Leaps Ahead With Its First Acquisition
During the recent TradeStone STARS 2014 user conference, TradeStone Software CEO Sue Welch announced that the company has made its first acquisition ever—Leap

first contact metrics  Leaps Ahead With Its First Acquisition During the recent TradeStone STARS 2014 user conference, TradeStone Software CEO Sue Welch announced that the company has made its first acquisition ever — Leap Ahead Solutions , a U.K.-based startup. This was a pure technology acquisition, as Leap Ahead's mobile application, Retail Buyer , enables buyers to pictorially track samples, manage ranges, and calculate landed costs during buying trips and early in the lifecycle of each retail range period.   The Read More
The First Standard IT Solution for the Beverage Industry


first contact metrics  First Standard IT Solution for the Beverage Industry 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
Lectra Fashion PLM Becomes the First TEC Certified Solution in PLM for the Fashion Industry
“I can name more fashion PLM solutions than PLM solutions.” This was what I told my colleagues last year when I was working on the creation of a product

first contact metrics  Fashion PLM Becomes the First TEC Certified Solution in PLM for the Fashion Industry “I can name more fashion PLM solutions than PLM solutions.” This was what I told my colleagues last year when I was working on the creation of a product lifecycle management (PLM) evaluation model geared specifically to the fashion industry. Of course, this was intended as a joke—a fashion PLM solution is still a PLM solution! But, here is the first fashion PLM solution to receive TEC certification. In recent Read More
Talent Management for the Twenty-First Century
It’s time for a new approach to talent management that takes into account the uncertainty businesses face today. Fortunately, companies already have a model

first contact metrics  Management for the Twenty-First Century It’s time for a new approach to talent management that takes into account the uncertainty businesses face today. Fortunately, companies already have a model that has been well honed over decades to anticipate and meet demand in uncertain environments—supply chain management (SCM). By borrowing lessons from operations and supply chain research, firms can forge a better model of talent management. Find out how. Read More
End-user Metrics for Corporate Performance Management
Even the best “best-of-breed” enterprise resource planning systems don’t give business stakeholders enough real-time visibility. And without that, you can’t

first contact metrics   Read More
Insights to Accelerate Services Growth: Account Management, Service Metrics, and Customer Dashboards
A service business should be managed and measured based on the maturity of the business and the specific requirements of its customers. To take this approach

first contact metrics  these key customers. G. First determine the strategic significance of these accounts within your business. It will be expensive to influence them. If aligned, a serious evaluation of strategies and personal may be required. H. Aggressively implement the MAIC scorecard improvement plans to improve Operational Index. Evaluate to what degree higher Operational Scores translate into increased Loyalty Scores. I. Aggressively implement the MAIC scorecard improvement plans to improve Operational Index. Lagging Read More

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