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Call Center Operations
White Papers The customer, a Swiss company specializing in development and marketing of workflow management software, had already had call center operations system partially implemented but would like to re-engineer the existing software and develop scalable...
[May 3, 2007, 0:00]
Call Center Voice Biometrics Is Coming
White Papers In the call center world, voice biometrics is the ideal solution: it provides higher levels of authentication/verification, but keeps costs low by increasing process automation. Time is money, and a large call center can save tens of thousands of...
[April 19, 2007, 0:00]
Call Center: The "Killer App" For VoIP
White Papers This webcast offers a consultant-eye view of the building revolution in IP call center systems, what it means for the clients and how it will impact the consulting practice. The webcast shows what the established vendors don't want people to know...
[July 20, 2006, 0:00]
California Department Of Corporations Updates Call Center, Boosts Constituent Service
White Papers The public has responded positively to the Department's initiative, and the call center has increased its call handling capability by 50 percent. The Department of Corporations is the investment and financing authority in the State of California.
[January 9, 2007, 23:00]
Belgacom: Workforce Management Solution Transforms The Company's High-Volume Call Center
White Papers Belgacom's National Information Service is one of Belgium’s best-known call center services. EDS implemented a solution that dramatically reduced average call response times, enabled call centers to handle more calls without increasing staff and...
[November 15, 2004, 23:00]
Cisco Systems Teleworking Technology Helps Unumprovident Retain Its Most Valued Call Center Employees
White Papers They faced the challenge to retain the best call center agents to maintain quality and reduce training costs and to increase availability of valuable office space and to deploy teleworking links that are secure, reliable, and easy to manage.
[March 1, 2005, 23:00]
Monitoring Call Center Applications With Application Response
White Papers Use eHealth Application Response to monitor and manage the performance of call center applications, such as desktop applications used by call center representatives and database applications that they reference during customer calls.
[June 17, 2005, 0:00]
Deploying Responsive, Efficient, Flexible Call Center Support
White Papers Service agents needed to access relevant content through their Siebel call center application in order to make fulfillment less labor intensive and time consuming. Takeda deployed an automated call center fulfillment system based on Documentum.
[May 31, 2005, 0:00]
IP Telephony In The Call Center
White Papers Call center managers can now combine the human touch of the call center with the convenience of the Web, creating an Internet-enabled call center. This paper explains how call centers can upgrade their existing call center infrastructure, lease...
[April 2, 2008, 0:00]
Server Availability In The Call Center
White Papers An outage of the call center server has become equivalent to closing up shop and asking customers to come back later. This white paper examines the options for ensuring availability of the resources that now depend on call center computer servers.
[April 2, 2004, 0:00]
Afibel Improves Responsiveness Of Call Center, Boosting Customer Satisfaction
White Papers The challenge was to modernize the applications used by telesales staff at the call center to make it more user-friendly and raise customer satisfaction and reduce training time of telesales sales recruited on fixed-term contracts during seasonal...
[June 30, 2007, 0:00]
Salmon Creates Housing-Repair Call Center For The London Borough Of Tower Hamlets
White Papers Now, with the new call center, tenants have the option of going to the local council office or phoning a call center connected to the RAMS back-office. Previously, Tower Hamlets' Repair and Maintenance System (RAMS) resided on a proprietary system...
[July 10, 2004, 0:00]
Flat, Consolidated, And Global: A New Multi-site Call Center Model
White Papers This White Paper explores the business benefits, operational models, and enabling technologies for the multi-site call center. Although the dominant 1990Â’s multi-site call center technology model served enterprises well, the assumptions behind...
[July 23, 2007, 0:00]
Planning A European Call Center
White Papers Assess the commitment of the telecommunications providers to the call center industry. Call centers are a by-product of the direct marketing industry, the widespread acceptance of direct marketing as a way of doing business is an important trend to...
[January 4, 2004, 23:00]
Design And Control Of A Large Call Center: Asymptotic Analysis Of An LP-Based Method
White Papers This paper analyzes a call center model with m customer classes and r agent pools. Two levels of call center management are considered: staffing the r pools of agents, and dynamically routing calls to agents.
[July 12, 2006, 0:00]
The Evolution Of Call Center Technology In The Internet Age
White Papers There is no disputing the statement that call center technology has had a tremendous impact on the conduct of business in the world today. The call center industry is a huge segment of the economy by any standard.
[March 7, 2004, 23:00]
VVF Vacances Builds Brand Loyalty With Siebel Call Center
White Papers Given its objectives, VVF Vacances decided to implement Siebel Call Center, the industry's leading call center solution. Siebel Call Center provides VVF Vacances with a single repository of customer information, which enables the company to manage...
[December 9, 2004, 23:00]
Remote Control And Quality Measurement For The Call Center
White Papers As a Call Center Supervisor, your time is at a premium. You’re chartered with providing the highest quality customer service, while at the same time improving productivity and keeping costs down all in an environment where competition is fierce...
[August 14, 2003, 0:00]
CRM Systems In The Call Center: Help Or Harm?
News The advent of the Internet and its increasing popularity -- and its ability to slash costs -- has made call center management a bit more complex. If you work in or manage an IT support call center that's using an ACD or CRM system, send us an e...
[March 12, 2003, 9:40]
UTI Bank Achieves 99.99% Uptime At Call Center With Red Hat Enterprise Linux & Red Hat Cluster Suite
White Papers The bank also wanted to allow call center agents to have an "Always connected" view of the database. An IVR extracts customer data, which is populated on the call center agents desktop. The bank wanted to customize CRM to a high degree and handle a...
[April 18, 2007, 0:00]
