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Call Center Management
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Most Popular Call Center Management Reports

The New Math: Double Your Results for Half the Cost with a Cloud-Based Contact Center

sponsored by Contactual, Inc.

Home Is Where The Money Is

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Presentation Transcript: Home Is Where the Money Is

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Presentation Transcript: Home Is Where the Money Is

PRESENTATION TRANSCRIPT:   Posted: 09 Mar 2010 | Published: 09 Mar 2010
Running a lucrative call center that provides value to its customers is no easy task. But with emerging SaaS technology, more and more call centers are considering a less expensive and lower maintenance at-home workforce. This transcript reveals the real cost of absenteeism and provides call center management best practices that boost growth.
Get This Now
 by inContact


Service Benchmarking and Measurement: Using Metrics to Drive Customer Satisfaction and Profits for Contact Centers

ANALYST REPORT:   Posted: 09 Mar 2010 | Published: 01 Jun 2009
The ability to measure, monitor, assess, and track KPIs is critical to any organization's ability to manage its service operations. This report reveals how “Best-in-Class” contact and call center firms, distinguish themselves from the others.
Get This Now
 by Microsoft


Presentation Transcript: A Practical Guide to Measuring Customer Satisfaction in a Contact Center

PRESENTATION TRANSCRIPT:   Posted: 08 Mar 2010 | Published: 05 Mar 2010
This Presentation Transcript shares best practices on how to design, deploy and assess customer satisfaction surveys and use that information to improve performance in the contact center.
Get This Now
 by Interactive Intelligence, Inc.


Self-Service: Putting Customers First Makes You a Winner

WHITE PAPER:   Posted: 05 Mar 2010 | Published: 01 Apr 2009
This paper examines the business and call center trends driving automation, and provides insight on finding the right balance between self-service and live agent support. 
Get This Now
 by Microsoft


The New Math: Double Your Results for Half the Cost with a Cloud-Based Contact Center

WHITE PAPER:   Posted: 03 Mar 2010 | Published: 02 Mar 2010
This paper examines the differences between on-premises contact centers and hosted alternatives. It looks at the reasons why on-premises contact centers are becoming obsolete, and offers suggestions for how enterprises can eliminate capital expenditures while increasing customer satisfaction and staying on the forefront of innovation.
Get This Now
 by Contactual, Inc.


PODCAST: A Practical Guide to Measuring Customer Satisfaction in the Contact Center

PODCAST:   Posted: 22 Feb 2010 | Premiered: 22 Feb 2010
This podcast shares best practices on how to design, deploy and assess customer satisfaction surveys and use that information to improve performance in the contact center.
Get This Now
 by Interactive Intelligence, Inc.


WEBCAST: A Practical Guide to Measuring Customer Satisfaction in the Contact Center

WEBCAST:   Posted: 22 Feb 2010 | Premiered: Available On Demand
This webcast shares best practices on how to design, deploy and assess customer satisfaction surveys and use that information to improve performance in the contact center.
Get This Now
 by Interactive Intelligence, Inc.


Measuring Call Center Key Performance Indicators To Optimize Cost, Quality

PODCAST:   Posted: 15 Feb 2010 | Premiered: 15 Feb 2010
In a recent interview, SearchCRM.com spoke with Eric Zbikowski, co-founder and managing partner at MetricNet, LLC, a provider of performance metrics and scorecards for corporations worldwide to learn tips for measuring call center KPIs without sacrificing call quality.
Get This Now
 by Contactual, Inc.


Home Is Where The Money Is

WEBCAST:   Posted: 29 Jan 2010 | Premiered: Available On Demand
Running a lucrative call center that provides value to its customers is no easy task. But with emerging SaaS technology, more and more call centers are considering a less expensive and lower maintenance at-home workforce. This webcast reveals the real cost of absenteeism and provides call center management best practices that boost company growth.
Get This Now
 by inContact


Presentation Transcript: Integrating Customer Contact Preferences into your CRM System

PRESENTATION TRANSCRIPT:   Posted: 30 Dec 2009 | Published: 30 Dec 2009
This presentation transcript shares techniques for communicating with your customers in an acceptable manner that fits their preferences while expanding your marketable universe.
Get This Now
 by Gryphon Networks


Weighing your call center hosting options

PODCAST:   Posted: 18 Dec 2009 | Premiered: 17 Dec 2009
In this podcast, SearchCRM.com sits down with Richard Snow, a contact center technology and strategy expert with Ventana Research, who shares tips on how to select the right hosted contact center provider, create the proper RFPs, craft airtight SLAs, and more.
Get This Now
 by inContact


Reduce Costs and Increase Performance: The SaaS Advantage for Contact Centers

WHITE PAPER:   Posted: 03 Dec 2009 | Published: 03 Dec 2009
This paper examines current economic and business trends as well as challenges impacting the contact center market. It provides guidance and recommendations for contact centers looking for an alternative to on-premises contact handling solutions and more.
Get This Now
 by inContact


Don’t Let Outdated Telephony Hardware Slow You Down: Unifying Contact Centers Regardless of Location, Hardware Infrastructure or Agent Count

WHITE PAPER:   Posted: 03 Dec 2009 | Published: 03 Dec 2009
Frequently, organizations that operate contact centers are faced with the challenge of working with inadequate telephony equipment. Frustrations range from having to get a few more years out of telephone equipment to having disparate systems. Read this white paper to learn about how contact centers can resolve these telecommunications complexities.
Get This Now
 by inContact


The Work-at-Home Agent Model for Improved Customer Loyalty

WHITE PAPER:   Posted: 03 Dec 2009 | Published: 03 Dec 2009
Read this paper to learn about options for deploying and managing a home-based agent model with the ultimate goal being increased customer loyalty. As the key driver in this model, other cumulative benefits result: higher agent productivity, reduced attrition, lower operational costs, stronger business continuity, and more.
Get This Now
 by inContact



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