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Home > Enterprise Applications > Call Center Management Management of Call Centres involves balancing the requirements of cost effectiveness and service. Callers do not wish to wait in exorbitantly long queues until they can be helped and so management must provide sufficient staff and inbound capacity to ensure that the quality of service is maintained. However, staff costs generally form more than half the cost of running a call centre and so management must minimise the number of staff present. Results 1 - 25 of 27 matches Sort Results By : Published Date | Title | Company name Adding Fax, Adding Value: Lotus Notes Mail and Fax Integration By : Castelle Published Date: Jan 01, 2006 Castelle’s integration provides seamless fax integration with native Notes services like logging and reporting, and lets faxes be managed just like other Notes email, with all of Domino’s native security, administration, and customization capabilities. Download Now Benchmark Portal All-in-One Report By : Interactive Intelligence Published Date: Nov 29, 2006 Contact center managers, CTOs and IT professionals surveyed by BenchmarkPortal Inc. say they prefer a single, all-in-one source for all technology needs-and that they want their chosen single-source vendor to provide best-in-class functionality. Download Now Building Reliable IP Telephony Systems By : ShoreTel Published Date: Aug 10, 2006 One of the most important pieces of keeping a business afloat is reflected in its voice system. This white paper takes a comprehensive, yet understandable, look into the world of IP telephony systems by defining reliability and availability, and discussing the important pieces to review when selecting a voice system. Download Now Call Center Buyer's Guide: Learn Which Solution is Right For Your Business By : InsideCRM.com Published Date: Jan 08, 2008 Considering adding a contact center to your business? Our analyst-written buyer's guide is a great place to start your search. We provide you with an in depth  market overview, a rundown of standard and advanced features and will point you in the direction that will be most beneficial and efficient for your organization. Download Now Citrix GoToAssist 8.0 Security White Paper By : Citrix Online Published Date: Oct 31, 2007 GoToAssist is a hosted service that provides a way to deliver remote support to Windows-based computers. GoToAssist allows a user to request support from a support representative and then allows that representative to view and optionally control the end user's PC remotely. This guide is for Citrix® GoToAssist® customers and other stakeholders that need to understand how GoToAssist impacts information security risk and compliance in their environment. Download Now Contact Center Services: Testing & Monitoring Solutions By : Clarus Systems Published Date: Oct 24, 2007 Clarus Systems, Inc. has collaborated with IQ Services to deliver technology independent testing solutions that enhance end-to-end voice process lifecycle management within the contact center. The goal is to ensure a positive customer experience by incorporating voice testing and monitoring into every step of your contact center's life cycle - resulting in confidence that your solution works as designed. Download Now Contact Center Software: Compare 6 Leading Solutions By : InsideCRM.com Published Date: Jan 23, 2008 Shopping for a contact-center solution can be confusing and frustrating, so let us do the leg work for you! This easy-to-use guide compares the major vendors offering contact-center solutions today, including Genesys, Oracle, Verizon and many others. Download Now Converting Service Calls Into Sales with Real-Time Offer Management By : SAP Published Date: Jan 08, 2008 Read about the concept of real-time offer management, and how service-intensive companies are using it to transform inbound customer service calls into sales opportunities. The idea is to empower call centers and Web portal applications with relevant, timely, personalized offers. Download Now Getting the Most from Your Call Center Investment By : Vendor Guru Published Date: Jan 24, 2007 Today, companies can prosper from a wide range of computer telephony integration (CTI) solutions. CTI is the full integration of voice and data systems. The convergence of computer systems with call center operations adds increased scalability and muscle to existing business operations. Download Now Going Online to Extend Reach, Enhance Relationships, and Build Sales By : Citrix Online Published Date: May 02, 2007 Consultants and other professional services firms offer a unique product: themselves. This means they are constantly faced with a dilemma: how does one maximize productivity, and be billable with products and services while simultaneously marketing and selling their services? One way is to turn to web conferencing to extend reach, create new products, enhance relationships, and build sales pipelines. But do the benefits go deeper? Download Now Helping Contact Center Agents Improve First Contact Resolution By : Upstream Works Published Date: May 13, 2008 It’s not surprising that first contact resolution (FCR) is becoming a high priority among forward-looking contact center managers. Increasing the percentage of contacts resolved during the initial contact provides three great benefits; customer satisfaction goes up, operating costs go down, and contact-center generated revenue goes up. There are also potential downsides, like extended handle time as agents strive to keep the caller on-line until the issue can be resolved. Download Now Making the Complex Simple: Efficient and Effective Contact Center Growth By : IEX Published Date: Apr 14, 2008 Customers and business leaders alike demand a great deal of contact centers which cannot easily be met using the simplistic approaches used to develop early, isolated contact centers. In order to provide a top-shelf customer experience, contact centers must adopt sophisticated processes which can evaluate and route calls quickly and effectively to the right agent, and which schedule agents based on their abilities as well as predicted call demand. Download Now Maximize the Savings of Call Center Multi-Sourcing (While Protecting Service Levels) By : Echopass Published Date: May 22, 2007 Not all companies that have adopted multi-sourcing have realized the expected levels of savings.  A single over-arching problem is often the cause when multi-sourcing delivers disappointing results in service and/or savings. Download Now Network Faxing and the Health Insurance Portability and Accountability Act (HIPAA) By : Castelle Published Date: Feb 01, 2006 Easily implemented and integrated with electronic medical record systems, network fax servers can play a valuable role in supporting HIPAA objectives, offering a standardized, enterprise-wide faxing solution, and helping to maintain a high standard of security, efficiency and organization. Download Now Network Faxing with Castelle Network Fax Servers By : Castelle Published Date: Apr 01, 2006 Investing in a fax server is like providing everyone in the office with a virtual fax machine, at a fraction of the cost. Read all about the benefits in this informative paper. Download Now Performance Management: Build Versus Buy By : IEX Published Date: Apr 25, 2008 As more companies seek out performance management capabilities to gain a competitive advantage or keep pace with rivals who have already established an edge, the decision to build or buy a performance management solution must be considered. This paper will walk readers through the pros and cons of the build versus buy debate in order to help make practical business decisions for long-term success. Download Now Practical Power Guidelines for VoIP and Internet Telephony Applications By : Tripp Lite Published Date: Jan 01, 2005 Voice over IP (VoIP) is exploding in popularity as an application for business data networks. As a result, a company can lower its hardware and service costs while raising productivity through the use of more customizable telephony applications. Download Now Realizing the Full Promise of Workforce Management Technology By : IEX Published Date: May 07, 2008 Since the cost of staffing in most call centers is between 60 and 70 percent of the total budget, the incremental benefits of selecting the best solution for your operation and implementing it successfully are significant. Companies in the market for a workforce management tool today face a mind-boggling array of choices. Automated workforce management systems range from quite simplistic to highly complex, with a wide range of price tags to match. This paper will help contact center managers navigate the choices. Download Now Rent-A-Geek Reaches Out With LogMeIn Rescue By : LogMeIn Published Date: Jun 27, 2007 Using LogMeIn's remote support products, Rent-A-Geek has transformed its business model from that of a regional provider to one delivering service worldwide. Adopting LogMeIn has resulted in what Schiehl calls "ridiculous" ROI: the $99 per month per client license fee "pays for itself in one session," he says. One Rent-A-Geek technician using one license, and running just six to eight sessions per day, can generate around $12,000 per month in revenues. Download Now Still Struggling to Reduce Call Center Costs Without Losing Customers? By : SAP Published Date: Sep 13, 2007 Improving your call center may be more easily attainable — and more important — now than ever before. Recognizing that customer interaction is an important differentiator, organizations can increase the focus on their customers’ experience while keeping a firm grip on costs by leveraging the full potential of state-of-the-art technology. Download Now Telephony Simplified: Finding the Solution that Fits Your Small Business By : Vendor Guru Published Date: Feb 13, 2007 This white paper provides an overview of the basic elements to look for when buying a phone system. It surveys the landscape of enterprise telephony today: the features available, the pros and cons of traditional and VoIP systems, and the adaptability of new generation equipment to rapidly changing business needs. Download Now The Agile Service Operation Embraces Technology By : ServicePower Published Date: Jul 03, 2007 Technology can prove to be a vital component in the quest for service profitability. However, there is a lot of technology out there targeted at field service organizations which has evolved to the point where its introduction in customer-facing functions can significantly enhance organizational productivity. Download Now The Intelligent Contact Center By : Interactive Intelligence Published Date: Jun 21, 2007 The contact center's next evolutionary phase will merge technology and interaction processes dynamically for agent "intelligence" and a more personalized customer experience. And with the fast-paced nature of technology, the Intelligent Contact Center is closer than you think. Read more. Download Now The Top 5 Telephony Solutions Your Business Needs Today By : Vendor Guru Published Date: Mar 02, 2007 Profound developments in business telephony have left some small businesses reeling under perceptions of a steep learning curve for expensive new products. But there’s no reason to be left behind. Affordability is the hallmark of the new generation in business telephony, thanks to hosted IP and other networked solutions. Is your business applying the new technology to best advantage? Download Now Total Support: Achieving Sustainable Business Growth with a Remote Support Solution By : NTR Global Published Date: Nov 04, 2008 The role of IT has grown dramatically over the last 5 years, from that of an aggregator or dispenser of information and technology to key strategic partner, business process enabler, and revenue driver. This is due in large part to continuous advancement, seamless integrations and innovations in IT processes and tools. Download Now   Results 1 - 25 of 27 matches Sort Results By : Published Date | Title | Company name Home > Enterprise Applications > Call Center Management << Start < Previous 1 2 Next > End >> More Enterprise Applications Topics Application Integration, Application Performance Management, Best Practices, Business Activity Monitoring, Business Analytics, Business Integration, Business Intelligence, Business Management, Business Metrics, Business Process Automation, Business Process Management, Call Center Management, Call Center Software, Change Management, Corporate Governance, Customer Interaction Service, Customer Relationship Management, Customer Satisfaction, Customer Service, eBusiness, Enterprise Resource Planning, Enterprise Software, eProcurement, Extranets, Groupware Workflow, HIPAA Compliance, IP Faxing, IT Spending, Marketing Automation, Performance Testing, Product Lifecycle Management, Project Management, Return On Investment, Risk Management, Sales & Marketing Software, Sales Automation, Server Virtualization, Simulation Software, Supply Chain Management, System Management Software, Total Cost of Ownership, Video Conferencing, Voice Recognition, Voice Over IP, Workforce Management, Incentive Compensation, Spend Management SUBSCRIBE FORM Receive an email alert whenever new research is added into: Call Center Management Enter your email below: RELATED TOPICS Call Center Software 22 Documents Customer Experience Management 67 Documents Customer Interaction Service 70 Documents Customer Satisfaction 79 Documents Customer Service 131 Documents Employee Performance 56 Documents IT Management 369 Documents Productivity 254 Documents Quality Of Service 24 Documents Service Management 147 Documents Wireless Communications 47 Documents
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