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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 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 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]
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 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]
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]
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]
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]
Choosing the Right Call Center Outsourcing Partner: Canada Builds a Strong Case
White Papers In the changing global economy, offshore call center outsourcing has become a sensible strategy for many customer service companies in the United States. However, when deciding on an offshore partner, firms are caught in a balancing act.
[March 2, 2009, 20:30]
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]
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]
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, 1:00]
"Integration of TTY Calls Into a Call Center Using the Placeholder Call Technique"
White Papers All organizations have a phone system, but a "Call Center" has special requirements and a specialized phone system. A call center will have a group of call "Agents" accepting customer service, technical support, or other types of calls from...
[August 30, 2009, 1:22]
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]
Cisco Gold Partner CTI Deploys Call-Center Solution for Florida Credit Union
White Papers CTI) to overhaul its communications systems, including the phones on employees' desks, its call center infrastructure, and its credit card-approval system, while ensuring the tight network security that financial institutions require.
[November 21, 2005, 23:00]
Training Top Call Center Employees
White Papers Chief among the volunteer-based organization's services is its Call Center Training program. SkillCheck's revolutionary new time-adaptive TalentScout/Call Center testing product provided TechnoMerica with exactly what it needed.
[June 9, 2006, 0:00]
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]
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]
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]
