Sponsored White Papers, Webcasts, and Downloads
TechRepublic Resources
- Call Center Operations
- 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, extensible and easy to support modules with excellent architecture. The software developed by Intellias Team represents...
- Tags: Call-center, Workflow Management, Call Centers, Time Management, Tools & Techniques, Customer Relationship Management (CRM), It Operations, Productivity, Management, Enterprise Software, Software
- Case studies
- NICE Systems Case Study: Spherion
- Every year, Spherion-managed call centers handle more than 7.5 million calls. Call Center Magazine has recognized the company in its Best Call Center awards. Earlier, the centers relied on Excel spreadsheets for workforce management. Spherion constantly changed agent skills or reprioritized to maintain service levels across skill sets. Often the...
- Tags: Agent, Call-center, NICE Systems Ltd., Call Centers, Real Estate, Customer Relationship Management (CRM), It Operations, Business Operations, Enterprise Software, Software
- Case studies
- NICE Systems Case Study: Bank of Montreal
- Bank of Montreal's call centers provide a broad spectrum of traditional telephone-based banking and financial services to its customers. A key objective of their call center operations is to give their customers more convenient access to the bank's services. The bank has experienced tremendous growth, so the challenge was to...
- Tags: Bank, Call-center, NICE Systems Ltd., Bank Of Montreal, Call Centers, Financial Services, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
- Oracle Case Study: Ticket Servicos
- Ticket Servicos is a Brazilian subsidiary of Accor Group, a leader in the hotel, travel, and service industry. Ticket Servicos wanted to improve customer service to maintain competitive advantage. The company wanted to improve the efficiency and effectiveness of Ticket Servicos's call center operation, which handles more than 700,000 calls...
- Tags: Customer Service, Oracle Corp., Call-center, Ticket Servicos, Call Centers, Customer Relationship Management (CRM), Product Marketing, It Operations, Enterprise Software, Software, Marketing
- Case studies
- Queueing Models for Analyzing Customer Contact Center Operations
- Customer call centers, which represent a multi-billion dollar industry, are evolving into customer contact centers, in which customer contact happens through additional types of media - e-mail, fax, and the Web. The authors model the operations of contact centers, where the customer contact is via e-mail and present ongoing research...
- Tags: Network, Call-center, Contact Center, Modeling, Call Centers, Customer Relationship Management (CRM), E-mail, Research & Development, It Operations, Enterprise Software, Software, Online Communications, Business Operations
- White papers
- NICE Systems Case Study: Centennial de Puerto Rico
- In addition to its 9 stores, 80 kiosks, and 60 retail agents, Centennial de Puerto Rico counts on the 300 employees of its wireless contact center to support this mission. Prior to July 2001, the call center used a spreadsheet calculator TCS Call Center Calculator to schedule staff. Under this...
- Tags: Call-center, Puerto Rico, NICE Systems Ltd., Call Centers, Customer Relationship Management (CRM), Productivity, It Operations, Enterprise Software, Software
- Case studies
- Call-Type Classification and Unsupervised Training for the Call Center Domain
- This paper describes recent experiments in call-type classification and acoustic modeling for speech recognition in the call center domain. The paper first describes the CU Call Center Corpus, a database of human-to-human conversations recorded from an Information Technology IT Help Desk call center located on the University of Colorado campus...
- Tags: Call-center, Domain, University Of Colorado, Training, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers
- SITEL France Enhances Customer Satisfaction and Increases Revenue and Services
- It should come as no surprise to find that one of the world's largest operators of call centers relies on the world's most successful Customer Relationship Management CRM software. SITEL France has been using Oracle's Siebel Call Center almost from the day the company was launched. SITEL first began using...
- Tags: Revenue, Oracle Corp., Call-center, Siebel Systems Inc., Customer Satisfaction, SITEL France, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
- Training Top Call Center Employees
- TechnoMerica, a nonprofit workforce development organization based in Houston, Texas, has a mission. Its charter is to close the information technology divide by delivering technology access, awareness and training to people in the disadvantaged communities it serves, providing them with economic empowerment through job and career preparation. Chief among the...
- Tags: Call-center, Training, Workforce, SkillCheck, Workforce Management, Call Centers, Professional Development, Sales Strategy, Human Resources, It Operations, Career, Sales
- Case studies
- Texas Association of School Boards Adds Siemens HiPath ProCenter Agile to Better Serve Its Members, Improve Its Call Centers
- The Texas Association of School Boards TASB needed to put its small call centers on par with those of large, big-name firms in risk management and financial services. The non-profit association - which represents 7,000 school board members with expenditures of more than $28 billion overall in their districts -...
- Tags: Call-center, Siemens AG, Board, TASB, Call Centers, Customer Relationship Management (CRM), Corporate Governance, It Operations, Enterprise Software, Software, Business Operations, Corporate Law
- Case studies
- Data Flow Management: From Call to Contact Centers
- "Contact Center" is of the latest buzzwords in the e-business arena. Contact Center is a communications hub that includes numerous communication channels of customer contact such as telephone, the Internet (email, online chat), fax, and mail. As more and more Call Centers adopt Internet-based business models, and interactions increasingly become...
- Tags: Call-center, Contact Center, E-business, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers
- Lifestyle Center of America Improves Business Health With Avaya IP Office Solution
- Lifestyle Center of America LCA was seeking a complete Internet Protocol IP telephony solution with a call center application that would allow it to close its call center operations in Arlington, Texas, consolidate those operations in its headquarters location in Sulphur, Oklahoma, and allow two call center agents to work...
- Tags: Call-center, Health Care, Avaya Inc., Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
- Comic Relief Builds Multi-Channel e-Commerce Site
- Comic Relief is a charitable organization set up by Richard Curtis in the United Kingdom to help end poverty and social injustice by raising funds. The company wanted to build a scalable, high-performance e-commerce platform capable of live-authorizing hundreds of thousands of transactions arriving through the Internet, digital satellite TV...
- Tags: Oracle Corp., Call-center, E-business, Comic Relief, Web Technology, Call Centers, E-business/E-Commerce, TVs, Satellite TV, Tv & Home Theater, Leadership, Customer Relationship Management (CRM), It Operations, Internet, Personal Technology, Home Entertainment, Consumer Electronics, Management, Enterprise Software, Software
- Case studies
- Can You Hear Me Now?: ...Analytics for Call Center Excellence
- This webcast offers a specific focus on improving the performance of contact centers and enhancing customer service and loyalty. The presenter of this webcast will explain best practices to drive the performance of the service chain and benchmarks with others in the industry. The attendee will learn how to use...
- Tags: Webcast, Analytics, Call-center, Contact Center, SAS Institute, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Webcasts
- Up-Selling and Cross-Selling: Transforming Your Cost Center to a Profit Center
- In order to build a successful up-sell and/or cross-sell call center, three topics must be addressed - business model issues, training and staffing issues, and technology issues. From the database of thousands of call centers, the authors recruited a group of ten "Best-In-Class" companies that represented major industries to participate...
- Tags: Staffing, Call-center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers
- Companies Find Faster Call Resolution Key to Cost Center Profitability
- As companies face a backlash against offshore call centers, or are simply finding it was not the right solution for their particular business, they are bringing service back to the U.S. This doesn't need to be cost-prohibitive however. Nearly 80 percent of the time and cost of providing customer service...
- Tags: Customer Service, Kana Software Inc., Call-center, Call Centers, Customer Relationship Management (CRM), Product Marketing, It Operations, Enterprise Software, Software, Marketing
- White papers
- American Power Conversion Runs Siebel on SQL Server; Saves $800,000 Over Oracle
- American Power Conversion APC contemplated major increases in its use of Siebel software - including consolidation of separate instances into a single, global database and expanding its use to include the real-time needs of its call center. That required even more performance than it was getting from Microsoft SQL Server...
- Tags: American Power Conversion Corp., Oracle Corp., Call-center, Microsoft SQL Server, Siebel Systems Inc., Server, Microsoft Corp., Call Centers, Databases, Customer Relationship Management (CRM), Enterprise Software, It Operations, Software, Data Management
- Case studies
- Call Centers Are Changing the Consulting Playing Field
- Back in the "Bad old days," the value of a call center consultant was measured by how well they could get diverse systems to work together - delivering calls and associated data to the right agent, generating reports and so on. Enter the new breed of IP based call center...
- Tags: Nuasis Corp., Call-center, Consulting, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Webcasts
- Leveraging Next Generation Knowledge Management (KM) for Call Centers
- Contact Centers have benefited greatly through the use of self-service and KM solutions. But, the call center landscape continues to change as customers demand more control and better service overall while companies want Call Centers to drive down cost and drive up revenues. This webcast will outline the benefits and...
- Tags: Call-center, Knowledge, OutStart Inc., Knowledge Management, Call Centers, Business Intelligence, Strategy, Customer Relationship Management (CRM), Enterprise Software, Software, It Operations, Data Management, Management
- Webcasts
- Call Center: The "Killer App" for VoIP
- 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 and how they can position themselves as a "Go-to"...
- Tags: Nuasis Corp., VoIP, Call-center, IP, Call Centers, Network Technology, Networking, Telecommunications, It Operations
- Webcasts
