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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, 1:00]
Call Center Underperforming?: Take a Good Look at Your HR Skills!
White Papers Multiple systems, long operating hours and complex products combined with rigid scheduling, tight measurement and the need for accuracy and good customer service make call center work stressful and demanding.
[July 25, 2006, 3:16]
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, 1:00]
Call-Center Comparison Guide
White Papers Compare these VoIP call-center vendors to find the best one for your business. So, you know that a VoIP call-center enhances customer service and, in return, helps attract and retain customers. But which VoIP call-center vendor do you choose for...
[July 9, 2009, 8:31]
Call Center Scheduling Is Critical for Your Success: Here's What You Need to Know to Make It Easier
White Papers In fact, call center scheduling is one of the most critical - and most difficult - tasks call center managers face. Leading customer service departments employ early-arning systems to respond quickly to rising call volumes, according to a report...
[July 25, 2006, 3:16]
Echopass Call Center On-Demand Enables Outbound Marketer to Efficiently Follow Up on Leads
White Papers Download this case study to learn why Infinite Mind ultimately chose Echopass Call Center On-Demand and how the solution has enabled the company to increase sales revenue per agent by 100 percent -- without any capital expense.
[November 27, 2006, 13:52]
Quality Service Through Call Center Transformation
White Papers Bank of Ireland realized that it needed not only to reengineer its call center delivery processes, but also to ensure that it provided the same level of outstanding service across channels to give a consistent customer experience.
[December 9, 2004, 23:00]
Bank of Ireland: Quality Service Through Call Center Transformation
White Papers Bank of Ireland realized that it needed not only to reengineer its call center delivery processes, but also to ensure that it provided the same level of out-standing service across channels to give a consistent customer experience.
[January 19, 2007, 0:00]
Medical Call Center Applications: The Next Generation
White Papers Successful companies will take advantage of available call center technology solutions to nurture strong customer relations and maintain compliance with ever-evolving laws and regulations. The applications used in call centers also need to...
[July 25, 2006, 3:16]
Quality and Value With Home-Based Call Center Services
White Papers Recent analyst reports from firms such as Gartner and IDC confirm that the virtual contact center model is the best choice for the long-term success of corporate call center operations. While some calls will continue to be sent offshore for cost...
[July 25, 2006, 3:16]
Why Outrigger Hotels and Resorts Has No Reservations about Using a Hosted Call Center Service
White Papers It features Bill Peters, VP of Reservation Services for Outrigger Resorts and Hotels, who discusses the great results his company has seen since it began using the Echopass Advanced Call Center On-Demand service.
[November 27, 2006, 13:52]
The On-Demand Call Center: You Can Bank on It!
White Papers Find out how The Provident Bank of New Jersey slashed the average duration of its customer support calls by 40 percent using on-demand call center services from Echopass. This case study reveals the customer care issues that Provident experienced...
[November 27, 2006, 13:52]
have you ever tried talking to an indian call center?
Talkback have you ever tried talking to an indian call center? If BT and other large companies truely wanted to improve service , they would axe the foreign call centres and employ brits. I have, its bleedin impossible.
[July 18, 2009, 0:08]
On-Demand Call Center Solution Gives Outrigger Hotels and Resorts 298% ROI!
White Papers This Nucleus Research ROI Case Study demonstrates how Outrigger Hotels and Resorts achieved immediate bottom-line results when it switched from its premise-based contact center to on-demand call center services from Echopass.
[November 27, 2006, 13:52]
What's Driving the Hosted Call Center Market?
White Papers Download this paper from Echopass to find out what industry analysts have identified as the key drivers behind the emerging hosted call center market. This brief report offers an easy-to-read overview of the benefits of using a hosted call center...
[November 27, 2006, 13:52]
Stahls' Inc. Boosts Call Center Performance and Customer Service With Siemens HiPath 4000, HiPath ProCenter, and HiPath Xpressions
White Papers One of the challenges Stahls' faced was to improve the center's call-forwarding capabilities. Senior management at Stahls', Inc.knows providing high-quality customer service is critical to the success of the business - and the latest communications...
[August 3, 2006, 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, 1:00]
10 Ways Business Intelligence Will Transform Your Call Center
White Papers Business Intelligence (BI), through data mining can transform the call center; but what does that mean? What are the areas of greatest impact that BI will have on the center, agents, and day-day operations?
[July 20, 2006, 0:00]
How to Choose the Best CRM Implementation Partner for Your Call Center
White Papers This white paper aims to provide with answers on how to choose the best CRM implementation provider for call center, what the main functions of a good CRM for call centers are, and what benefits business will derive from integrating its call...
[August 8, 2009, 1:20]
A Context-Aware Smart-Call-Center Solution: Improving Customer Service for Online Games
White Papers The unique nature of the online game experience has led to new requirements for the call center communication model. This paper proposes a context-aware smart-call-center solution which increases customer satisfaction and provides cost savings to...
[March 24, 2006, 0:01]
