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Solution Search:
with SeeBeyond to integrate its call center application with disparate data sources.
The San Mateo, Calif., company said the new real-time integration will reduce... Sep 17, 2003
top five tips on how to get ahead as a call center agent or customer service representative (CSR). Call center jobs are often stressful and demanding, and require...
Jul 2, 2007
technology into the hands of the call center manager is an interesting notion. But they are unsure whether managers will want that responsibility.
Charles King, research... Nov 21, 2003
technologies, even a nontechnical call-center manager can prototype and develop robust speech applications."
Microsoft's Speech Server was launched in May 2005 and... Oct 7, 2005
city taxes or trash pickup.
Now, one call center takes all of those calls. Hartford, Conn.'s 3-1-1 call center was designed to be a central information source for the city's... Mar 9, 2007
as Bell Canada are still using the call center software they implemented 15 years ago, but today the company remains a happy customer of IEX TotalView, the workforce...
Nov 1, 2006
growth path, according to VoIP and call center experts.
"For most companies today, VoIP is not a question of if, but rather when and how," said Lori Bocklund, president of... Jul 12, 2006
Recruiting talented call center agents, putting them in the right position to succeed and ultimately retaining them, are among the biggest problems for... Nov 2, 2004
of years ago the main function of the call center manager was to put out scheduling "fires" and to collect service-level statistics, such as average customer hold times.
Today, she... Apr 20, 2004
promises about transforming the call center -- into a place where calls are resolved the first time, where customers are satisfied, and where costs go down and profits...
Feb 24, 2009
emerging technologies.
"A contact center manager really wakes up every day thinking beyond traditional business drivers," Staples said. Of the 105 companies polled, 73... May 30, 2006
period in The Shopping Channel's call center shows that the call peaks and lows are all over the place.
For a company that takes 3 million calls a year and has an... Oct 14, 2008
that figure is the envy of many a call center manager.
Agent retention wasn't always a bright spot at Continental, however. Until 1996, the service staff was "like a revolving... Jun 7, 2004
a longtime industry analyst and call center manager.
In this podcast he discusses the future of customer self-service technology, its evolution from a tactical to a... Nov 30, 2006
Already a presence in the contact center with its desktop, Office and SQL Server offerings, Microsoft is looking to grab a bigger share with its release Monday of... May 3, 2005
managers face overseeing a global call center operation, found that consistency in the way agents are trained led to significant improvements in customer service.
... Oct 18, 2007
Don Stickney, the 311 call center manager for Minneapolis, wasn't surprised. "If you look at the Blue pages, there are 275 different phone numbers. We wanted to change... Jan 25, 2007
a new version of its Contact Center software Monday, trumpeting new agent scripting and business process automation.
New intelligent call scripting... May 4, 2004
lies with a hybrid approach -- call center agents who can both answer questions as well as sell products.
The transition will not be inexpensive or easy. While some... Nov 6, 2003
of sales and marketing.
"Most call center managers listen to about 1% of their calls," he said. "You never know the really important calls to your business. Nice... Mar 7, 2005
only takes much of the burden off the call center manager but gives them a sense of control. Additionally, performance management applications are helping to improve agent...
Sep 13, 2005
a support case and escalated to the call center.
"Every time there's a new branch or a change in our software, it's in Salesforce and it can be linked to a customer support... Apr 13, 2005
of a representative from each call center site, Hartung, a business architect and an IT solutions architect -- got down to a short list in March of last year and gave...
Apr 23, 2007
about a year and has streamlined its call center.
"We had legacy systems that were fairly vanilla," said Robert Williams, the chief financial officer. "If someone called... Apr 26, 2005
on their interactions with call center agents...
Feb 22, 2007
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