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Contact Center Costs: The Case For Telecommuting Agents
White Papers In any contact center, labor costs are typically the largest annual expense component, exceeding 60% of total operational costs. This paper looks at how establishing a telecommuting or home agent program can lower costs and be competitive...
[May 5, 2008, 0:00]
Contact Lens Provider Has Clearer Vision Of Business With New Data Warehouse
White Papers 1-800 CONTACTS, the leading contact lens provider in the world, sells to consumers across the United States through its Web site and toll-free call center. Company management was frustrated with its limited ability to directly access important data...
[May 1, 2007, 0:00]
Contact Computer Aid
Talkback The best thing to do - providing you are based in the UK -- is to contact Computer Aid at the following address and they can help you arrange removal of the CRTs.http://www.computeraid.org/inddonations.htm
[April 3, 2007, 9:57]
Contact Center Analytics: Driving Greater Efficiency, Higher Revenue, And Increased Customer Satisfaction
White Papers Contact Center Analytics is a major factor in keeping customers loyal and satisfied, while maintaining reasonable costs. Learn the best solution for contact center managers in this whitepaper from Siebel Systems.
[January 24, 2007, 23:00]
Insight Contact Management Pro
Downloads Each contact has unlimited notes, phone numbers, e-mail addresses, and links. Manage your contacts, set follow-up reminders, track prospects and keep history of activity using this customizable multi-user program.
[March 6, 2008, 6:16]
Leverage Conversational Access Solutions To Transform Your Contact Center
White Papers It outlines ways to drive improved performance in the contact center. You have to manage your company's established heterogeneous environment, control your total cost of ownership (TCO), adopt standards across the enterprise and, perhaps hardest of...
[November 7, 2004, 23:00]
Top 20 Reasons Contact Center Applications Don’t Scale
White Papers Interactive Voice Response (IVR) and Computer Telephony Interface (CTI) applications are essential to the success of any contact center operation. Even the best-designed automated voice systems can have potentially crippling performance problems...
[July 21, 2003, 0:00]
Roadmap For Implementing A Multi-site IP Contact Center
White Papers Implementing a multi-site IP contact center requires the right technology, business processes and partner. Avaya provides a framework you can use for building a multi-site IP-enabled contact center. Success depends upon a well-defined...
[May 5, 2008, 0:00]
5 Tips To Create A Multimedia Contact Center
White Papers This white paper outlines 5 tips on how to successfully create a multimedia contact center. The five steps discussed are: build upon your current expertise, understand your customers’ behavior and expectations, provide your customers with seamless...
[October 21, 2003, 0:00]
Avaya IQ: Making The Business Case For Intelligent Contact Center Reporting
White Papers Customers and analysts have acknowledged Avaya Call Management System (CMS) as the gold standard for contact center reporting. Avaya IQ is a reporting and analytics platform that enables companies to share one view of reality to make faster, better...
[May 5, 2008, 0:00]
IP-Enabled Contact Centers: Lowering Costs, Raising The Customer Experience
White Papers This paper explores how Internet Protocol (IP) can be leveraged to lower the cost of enhancing customer service via your contact center. IP is a critical enabler for multisite contact centers, providing the underlying technology that lets you cost...
[May 5, 2008, 0:00]
Beyond ACD - The Advantages Of Skill-Based Routing In Today's Contact Centers
White Papers This paper discusses skill-based routing, how it works, and what your contact center can gain by migrating from traditional ACD to more efficient and customized call treatment based on accurately matching call requirements with agent capabilities.
[October 21, 2003, 0:00]
Mortgage.com Replaces Contact Center Application And Fulfillment System And Captures And Processes More Customers
White Papers The Mortgage.com division of ABN AMRO, a large international bank, is an online mortgage broker that needed a contact center solution to meet the daily challenges of its market segment, which is characterized by highly volatile interest rates and...
[March 23, 2006, 23:00]
Sigma-Tau's Mobile Workers Use The Thinair Server And Client To Access Their Microsoft Exchange E-Mail, Calendar, And Contact Information
White Papers Carrying a laptop on the road was not always feasible; however ready, reliable, and true portable access to e-mail, calendar, and contact information was a necessity. Headquartered in Gaithersburg, Maryland, Sigma-Tau Pharmaceuticals, Inc.is the U...
[October 21, 2003, 0:00]
Next-Generation Email Management: New Ways To Create Breakthrough Business Value In The Contact Center And Beyond
White Papers This paper describes seven areas where a robust next-generation email management system can help create breakthrough business value by streamlining processes and increasing productivity not just in the contact center, but throughout your...
[May 5, 2005, 0:00]
The IP Contact Center: Three Ways To Transform The Customer Experience
White Papers Contact center managers are recognizing that IP is more than just a cost and management play. Storefront/call center integration brings the contact center, neighborhood resources, and self-service capabilities into one call
[May 16, 2007, 0:00]
Building The Small Contact Center: New Technology Brings Service Without Compromise To Small And Mid-Size Businesses
White Papers Customers are the lifeblood of every business, but only the very smallest business can manage each customer relationships through direct personal contact. A key component of this strategy is the contact center, where meeting and serving customers...
[July 14, 2006, 0:00]
Now Up-to-Date & Contact
Downloads Scheduler and contact manager for individuals and workgroups offers native Mac OS X support for Palm Computing.handheld devices. Now Up-to-Date & Contact helps you get organized and stay organized. Let Now Up-to-Date & Contact remind you about your...
[April 28, 2008, 13:05]
Maintaining Service Quality In The Contact Center Ensuring Data Validity
White Papers This paper discusses the diagnosis and resolution of service quality problems in contact centers, with particular emphasis on the importance of valid performance measurement. Most contact center managers depend upon a combination of ACD traffic...
[August 26, 2004, 0:00]
Measuring The Performance Of The Contact Center Function
White Papers Contact centers are continually challenged to provide better performance. Staff productivity, process efficiency, cycle time, and cost effectiveness are key to the success of a contact center. To understand performance and identify opportunities...
[November 5, 2006, 23:00]
