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TechRepublic Resources
- The Hosted IP Contact Center Selection Process - One Size Does Not Fill All
- The contact center industry has gone through an evolution in the last decade that has left the marketplace unrecognizable even to those who have monitored the industry closely during this period. What was once an industry based upon proprietary hardware-oriented technology, facilitated by premise-based monolithic systems, and delivered by telephone...
- Tags: Phone, Industry, IP, Emphasis, Contact Center Industry, Strategy, Network Technology, Management, Networking
- White papers 2006-01-16
- Workforce Optimization: The New Workforce Management
- The contact center industry has used the term "Workforce Management" to describe systems that enable people to deal effectively with the complexities of demand forecasting and staff scheduling. While these systems can increase efficiency dramatically, they are only one part of a more comprehensive solution that increases the productivity and...
- Tags: Blue Pumpkin Software Inc., Optimization, Workforce, Contact Center Industry, Workforce Management, Recruitment & Selection, Performance Management, Human Resources
- White papers 2003-01-10
Additional Resources
- Selecting a Hosted Contact Center Solution
- The Contact Center On Demand CCOD or hosted contact center represents a worthwhile, potentially cost-saving alternative to premise-based contact center solutions. The features and capabilities of hosted contact center solutions differ significantly from one another, so it's strongly recommended that prospects undertake as thorough a selection process as if they...
- Tags: Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers 2005-01-11
- The Advantages of Using SIP in Your IP Contact Center
- Everyone is talking about SIP and how it will transform business communications. But what will SIP bring to the contact center? This webcast will focus on how SIP can be utilized in the contact center to enhance the way that a person communicates with the customers. SIP, and the applications...
- Tags: SIP, Contact Center, IP, Session Initiation Protocol (SIP), Call Centers, Emerging Technologies, It Operations
- Webcasts
- Hosted Contact Centers Are Ready for Prime Time
- Hosted contact center solutions are capturing the interest of IT and contact center managers around the world with their unique value proposition. This white paper examines the benefits of hosted contact center solutions, reviews and compares the underlying technologies and provides criteria for selecting the right solution. All organizations -...
- Tags: Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers 2005-05-08
- Simplifying Contact Center Management for Your Enterprise or Government Agency
- Executives and analysts alike realize more than ever that the contact center can have a tremendous impact on their overall business in the areas of revenue, costs, market intelligence, and customer loyalty. A contact center is many things - cost center, profit center, key source of revenue, key source of...
- Tags: Agency, Government, Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers 2005-12-01
- Enabling the Next Generation Contact Center
- The quality of customer service often suffers as contact center managers and agents struggle to fulfill the misguided expectations of upper management while falling short on what should be their most important and only goal: satisfying customer needs. So what function should the next generation contact center serve in the...
- Tags: Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers 2005-03-31
- The Customer Focused Contact Center
- Call it what you will - the contact center or call center, customer service, or 1-800 number is a critical area where the customers experience and attitude towards the company are developed. The contact center is where you make or break your customer relationship. It's where the customer experience happens....
- Tags: Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers 2006-08-01
- A New Approach to Contact Center Optimization
- Contact center managers are hearing a great deal from vendors and analysts about optimization. The definition of optimization varies depending on who is discussing it, but most approaches tend to focus on improving agent performance. An alternative approach is to take a holistic view of optimization that not only considers...
- Tags: Optimization, Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers 2004-03-11
- Contact Centers for Dummies
- With the emergence of worldwide competition in the contact center business, it's become increasingly important for contact center professionals to work from a defined methodology. This guide provides a high-level approach to the different methodologies in use today and offers important information on managing contact centers and profitably implementing new...
- Tags: contact center, Avaya Inc.
- White papers
- How to Turn Your Contact Center Into a Profit Center - A Best-Practice Overview
- Many executives view the contact center, or call center, as a cost center - a necessary expense, but one that drags on the bottom line. While costs can almost always be wrung out of nearly any part of an enterprise, in this case the management should first consider whether it...
- Tags: Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers 2004-12-01
- 5 Contact Center Megatrends and How to Ride Them: The Contact Center Executive's Guide to Career Success in Turbulent Times
- The megatrends that have swept businesses in general and contact centers in particular, have created enormous opportunities for proactive contact center executives to become strategic players within their business and take their careers to the next level. As a leading provider of contact center solutions, eGain works with large as...
- Tags: Career, Contact Center, eGain Communications Corp., Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers 2005-12-14
- Contact Center Infrastructure Outsourcing: A Flexible Approach to Contact Center Customer Care
- Contact center infrastructure outsourcing is a topic of interest to any company that wants to lower costs and risk levels, while at the same time maintaining excellence in customer service. Despite sharing some similarities with full outsourcing and contact center hosting, infrastructure outsourcing offers a larger degree of operational flexibility....
- Tags: Contact Center, Contact Center Infrastructure Outsourcing, Call Centers, Customer Relationship Management (CRM), Outsourcing, It Operations, Enterprise Software, Software, Business Operations, Outsourcing & Subcontracting
- White papers 2004-06-01
- Contact Center Analytics: Driving Greater Efficiency, Higher Revenue, and Increased Customer Satisfaction
- 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.
- Tags: Revenue, Contact Center, Siebel Systems Inc., Customer Satisfaction, Contact Center Analytics, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers 2005-05-01
- 10 Questions to Ask Your on Demand Contact Center Provider
- Building and maintaining a contact center can prove cost-prohibitive and resource intensive. Yet when you're committed to providing your customers with a personalized multichannel communications experience across sales, marketing, and service interactions, it's a must. Siebel CRM Call Center On Demand enables companies to a launch fully functional multi-channel center...
- Tags: Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers 2007-11-01
- Ventura Improves Contact Center Performance With Solutions From Avaya and Initiative Software
- Ventura is one of Europe's leading providers of outsourced contact center services. As Ventura's business expanded, it became necessary for the company to expand its contact center capabilities as well. Ventura needed to upgrade the proactive contact capabilities in its contact centers. The solution selected includes Avaya Predictive Dialing System...
- Tags: Contact Center, Avaya Inc., Ventura, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
- The New Metrics: Gauging Contact Center Performance
- Not long ago contact center performance was measured primarily by how quickly agents answered the phone. But changes in the role of customer service operations are having a significant impact on how performance is measured and discussed. This webcast explains what five forces are driving change in the contact center,...
- Tags: Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Webcasts
- Road Map to Results: How to Optimize the Customer Experience in Your Contact Center
- The contact center is a customer interaction hub where marketing, sales and service combine to drive growth. As the contact center's role in optimizing the customer experience grows, it becomes increasingly vital to have a solid Customer Experience Development strategy in place and the right technological tools to make that...
- Tags: Contact Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- White papers 2005-02-22
- CJ CableNet Effectively Manages Distributed Multi-Site Contact Centers With the Avaya IP Contact Center Solution
- When CJ CableNet acquired several local System Operators SOs with different contact center systems, it also assumed the challenge of finding the right IP contact center solution that would centralize the network management of its distributed contact centers. This cable TV company needed a streamlined system that would ensure overall...
- Tags: Contact Center, Avaya Inc., Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
- JJ Food Service Limited Books Up to $250,000 in Hourly Sales With Cisco Customer Contact Solutions
- For JJ Food Service Limited of Middlesex, United Kingdom, the contact center is the heart of the business. When JJ Food Service Limited decided to build a new distribution center, the company evaluated five contact center solutions. They wanted to avoid hidden scripting languages because they would require them to...
- Tags: Food, Agent, Contact Center, Books, Cisco Systems Inc., Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
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