Introduction to the Call Center Metrics School

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Winning Strategies for Customer Responsiveness - An Article from IQ Magazine by Cisco Systems, Inc.
responsiveness is an IP-based call center, also known as a customer contact center. A strong emphasis on acquiring and retaining customers pays off...
Implementing a Telecommuting Program by Avaya Inc.
discusses several issues related to implementing a telecommuting home worker program for contact center agents. Certainly, the particular requirements...
Using Real-Time Information to Improve Contact Center Performance by Genesys
how real-time analytics can enhance call center performance and how to execute on a real-time strategy in your call center. With every call center interaction...
E-Book: Capitalizing on Unified Communications in the Call Center by CosmoCom, Inc.
communications (UC) is altering the call center technology landscape and how some organizations have successfully adopted UC to extend the call center...
Still Struggling to Reduce Call Center Costs without Losing Customers? by SAP America Inc
Efficient call centers that also meet customer expectations is a challenge that many organizations face. Discover the key steps to...
Case Study: Children’s Memorial Hospital by ABS Associates, Inc.
s Memorial Hospital engaged ABS to provide a variety of consulting services. Learn how ABS optimized the hospital’s help desk support system, and cut the...
Moving Beyond the Queue - Focusing on the Real-Time Customer by Inova Solutions
explores new ideas on ways every call center can keep up with new customer demands. Forward thinking companies are developing new ways to refocus...
E-Book: Making Real-time Information a Reality in the Contact Center by Genesys
for using real-time information in the call center. This E-book from SearchCRM.com explores best practices and strategies for using real-time information in...
Driving Quality, Not Costs in Retail by Angel.com
Interactive Voice Response (IVR) and call center solutions for the retail industry. Hosted IVR and call center solutions like those offerd by Angel.com not only...
Integrating Unified Communications into Business Applications to Improve Customer Service by IBM
Achieving "customer intimacy" is the fundamental basis of solid business strategy. In this videocast, Don Van Doren of UniComm Consulting explains what UC...
Success Story: Communications - AT&T by Genesys
Cingular wanted to meet a goal of answering 92% of all customer calls before abandonment, without adding staff. After careful...
Call Center Management: Planning, Scheduling, Historical and Real Time Statistics by DeskFlex
This paper examines how Call Centers in a number of industries have been able to significantly improve agent performance while reducing cost by...
Consolidation 2.0: Consolidation Trends in Contact Center Technologies and Operations by CosmoCom, Inc.
This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment...
IP Enabled Contact Centers: Lowering Costs, Raising the Customer Experience by Avaya Inc.
Protocol (IP) can be leveraged to lower the cost of enhancing customer service via the contact center. As contact centers mature and take on more complex...
E-Book: From Web to Phone: Using Interactive Speech Applications to Automate Business Processes by Angel.com
investment by automating routine call center tasks and reducing live operator costs. This white paper gives more details. Speech applications have long...
Virtual Call Center - Five Simple Strategies to Make Your Support Center Callers Smile by Angel.com
any organization should consider to cost-effectively increase the level of service of their support lines. This paper highlights five simple strategies...
Best Practices for Home Agents by Avaya Inc.
agents represent an opportunity to expand and improve your call center team. And they can be a form of insurance to keep your business running if disaster...
Improve Customer Service, Call Metrics and Reduce Support Costs Using a Remote Technical Support Solution by NTR Global
improved its customer service, call metrics and reduced its support costs by using NTR global’s remote technical support solution. Learn more about NTR...
E-Book: Improve the Efficiency of Your Call Center - Leveraging VoIP and Session Initiation Protocol (SIP) by Genesys
SIP and utilizing SIP-based contact center can make managing premium service channels more effective and interactively guide lower-value clients. Session...
CRM without Compromise: A Strategy for Profitable Growth by SAP America Inc
CRM system so it is flexible enough to quickly respond to changing customer needs and business challenges to sustain a competitive advantage and enjoy a...
Customer Information Quality Protection and Assessment by Datanomic
on key information quality metrics to help you understand how effectively you are able to manage your customers. Customer Information Quality...
Whirlpool: Quality Means Loyalty by SAS Institute Inc.
Running SAS Warranty Analysis on the SAS Enterprise BI Server enhances Whirlpool's investment in an SAP R/3 operational environment for in-depth analysis...
Seamless Customer Conversations: Driving Intelligent Interactions in the Contact Center by Infor
points for many customers. Learn how to make these important interactions more personalized and intelligent for customer retention and increased sales...
Akamai Services for the High Tech Industry by Akamai Technologies
that measurably improves the success of your online activities. Akamai solutions for high tech companies provide a predictable, high-quality user...
AntiPhishing Solutions: Prevent, Detect and Shut Down Phish Attacks -- Fast by MarkMonitor
Solutions is an integral part of the MarkMonitor Brand Protection Platform. Learn how to combat sophisticated attacks such and discover a three-pronged...