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Call Center Management

Management of Call Centres involves balancing the requirements of cost effectiveness and service. Callers do not wish to wait in exorbitantly long queues until they can be helped and so management must provide sufficient staff and inbound capacity to ensure that the quality of service is maintained. However, staff costs generally form more than half the cost of running a call centre and so management must minimise the number of staff present.
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White Paper Published By: IBM     Published Date: Apr 27, 2016
When it comes to customer service, millennials have little patience and incredibly high expectations. In the United States, this segment's buying power will surpass that of any other single generation in 2017. Are you ready to meet these demands? IBM Watson Engagement Advisor goes far beyond the conventional call center automation mandate of controlling operational costs - it empowers customers to serve themselves however and whenever suits them best. Whether it's troubleshooting their account, getting advice on which products to buy, or resetting their password, Watson Engagement Advisor is available 24x7 through any device to get to the heart of customersí needs, faster.
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ibm, ibm watson, watson engagement advisor, customer service, customer relations
    
IBM
White Paper Published By: Oracle Service Cloud     Published Date: Mar 23, 2016
Consumer preference for customer service channels is changing across all ages and demographics. Adoption of digital customer service channels, with an emphasis on self-service channels such as web and mobile, is exploding as consumers expect relevant and seamless omnichannel customer service. However, firmsí technology and staffing plans are not keeping up with consumer demand for digital customer service. This report outlines communication channel customer use and major gaps in contact center technology and operations. It also provides data that will help application development and delivery (AD&D) pros align operations with customer expectations to garner their satisfaction and long-term loyalty.
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oracle, service cloud, forrester report, contact centers, application integration
    
Oracle Service Cloud
White Paper Published By: IBM     Published Date: Jul 15, 2015
Analytics tools are essential.
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business intelligence, data, compete, applications, predictive analytics
    
IBM
White Paper Published By: Plantronics     Published Date: Mar 09, 2015
This guide provides information on how to make the business case for using headsets throughout your organisation.
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benefits of headsets, headsets, using headsets, advantages headsets for business, mobile computing
    
Plantronics
White Paper Published By: Plantronics     Published Date: Mar 09, 2015
This Guide takes you through the three pillars of SoundScaping and shows you how to optimise smarter working by applying the Acoustic Intelligence Framework.
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acoustic intelligence, soundscaping, smarter working, acoustic intelligence framework, acoustic challenges
    
Plantronics
Case Study Published By: CompareBusinessProducts.com     Published Date: Mar 03, 2015
Learn how to choose the best system for your organization and find out the major differences between a contact center & a call center based off your businesses needs.
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call center, customers, ivr, customer satisfaction, call center management
    
CompareBusinessProducts.com
White Paper Published By: Corvisa LLC     Published Date: Feb 13, 2015
This whitepaper presents new study findings on current consumer hot buttons, identifies whatís still broken when it comes to customer service, and highlights the industries and businesses that know how to get it right.
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customer interaction, contact center, customer service, customer satisfaction, call center management
    
Corvisa LLC
White Paper Published By: Corvisa LLC     Published Date: Feb 13, 2015
Is your contact center guilty?
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contact centers, customer experience, vices, the cloud, cloud-based provider
    
Corvisa LLC
White Paper Published By: CompareBusinessProducts.com     Published Date: Aug 04, 2014
Learn how to set up an in-house contact center for your organization and see how you can retain more of a sense of control over customer contact.
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contact center, cloud based call centers, hardware expenditures, in-house call center, boost operations
    
CompareBusinessProducts.com
White Paper Published By: CompareBusinessProducts.com     Published Date: Aug 04, 2014
Learn about the new cloud-based call centers and see how your organization should set the new standards to meet their capabilities.
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contact center, cloud based call centers, hardware expenditures, in-house call center, boost operations
    
CompareBusinessProducts.com
White Paper Published By: CompareBusinessProducts.com     Published Date: Aug 04, 2014
Learn how to successfully set up an in-house contact center in 7 easy steps and see how this can boost all facets of your organization.
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contact center, cloud based call centers, hardware expenditures, in-house call center, boost operations
    
CompareBusinessProducts.com
White Paper Published By: LogMeIn     Published Date: Jul 18, 2014
A Case Study on Sling Media and its experience of LogMeIn Rescue
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logmein, rescue, sling media, rescue case study, customer support
    
LogMeIn
White Paper Published By: Adobe     Published Date: May 22, 2014
An Adobe report into building sustainable, one-to-one customer dialogues across any channel.
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adobe, single marketing view, one-to-one customer dialogues, cross-channel conversations, adobe campaign
    
Adobe
White Paper Published By: Interactive Intelligence     Published Date: Apr 23, 2014
In a contact center environment, real-time analytics provide the live information needed to respond to difficult situations before a customer, a sale, or an opportunity is lost. Scott Bakken and David Patchen from MainTrax and Brandon Rowe from Interactive Intelligence discuss how real-time analytics help your business operate at optimal levels and experience increased growth and reduced costs.
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interactive intelligence, real time speech analytics, contact centers, data centers, real time analytics
    
Interactive Intelligence
White Paper Published By: Interactive Intelligence     Published Date: Apr 23, 2014
If a contact center executive could have anything, it would be certaintyÖ of contact demand, resource availability, operational efficiency, and of agent performance and customer experience delivery. But certainty in a contact center is nearly impossible, and in the absence of a crystal ball, mathematical models provide the next best thing. They alert, evaluate operational risk, and propose business and resourcing solutions. And now, the best of these models also determine expected experience delivery.
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interactive intelligence, contact center, customer service, customer experience, cost
    
Interactive Intelligence
White Paper Published By: Interactive Intelligence     Published Date: Apr 23, 2014
Today, business process automation isnít just about efficiency, itís about operating a business for your customers. To ensure a positive customer experience, a process must trigger an automated action, and automation must then manage the experience across multiple channels, personalize the customerís interaction, and predict the best next actions. Read more, from Chris Thalassinos, Mahnaz Meshkati, and Frank Chiu of Communications Intelligence Group, and Brad Herrington of Interactive Intelligence.
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interactive intelligence, business process automation, multichannel technology, customer experience, contact center
    
Interactive Intelligence
White Paper Published By: Interactive Intelligence     Published Date: Apr 23, 2014
Customer Experience (CX) and Net Promoter Score (NPS) are two of the benchmark measurements companies now use to gauge customer satisfaction. And to understand how budgetary decisions impact CX and NPS outcomes, companies are turning to advanced contact center technology for strategic planning and big data. But business requirements to manage these outcomes successfully must incorporate back-office operations as well as the contact center. Read why.
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contact center, contact center strategy, customer experience, optimization, strategic planning
    
Interactive Intelligence
White Paper Published By: IBM     Published Date: Mar 20, 2014
This analyst report provides guidelines for how to plan an effective Enterprise Asset Management strategy, including maturity levels, processes, and technologies in context of IT Asset Management advances. The paper was developed by Enterprise Management Associates - an IT Analyst firm.
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ibm, enterprise assets, it assets, data management, it management
    
IBM
White Paper Published By: Interactive Intelligence     Published Date: Jan 17, 2014
Learn about how the expanding guidelines for compliance have changed and how compliance has never been more relevant within the Accounts Receivable Management (ARM) industry.
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compliance, cloud solutions, interactive intelligence, customer support, workforce management
    
Interactive Intelligence
White Paper Published By: Interactive Intelligence     Published Date: Jan 17, 2014
Learn the performance ďmetrics that matterĒ for the contemporary contact center, as the definition of efficient customer service evolves.
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contact center, strategic planning, budgeting tools, customer experience, big data
    
Interactive Intelligence
White Paper Published By: Interactive Intelligence     Published Date: Jan 17, 2014
Learn the significant benefits of flexible cloud solutions and key criteria for selecting the right business partner.
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cloud solutions, interactive intelligence, flexible cloud, customer support, workforce management
    
Interactive Intelligence
White Paper Published By: Interactive Intelligence     Published Date: Jan 17, 2014
Learn about how your contact centers are a world of innovative and intricate technology and how with the right analytical tools you can maximize your organizationís potential by optimizing your customerís experience.
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planning tools, budgeting tools, strategy, cloud solutions, interactive intelligence
    
Interactive Intelligence
White Paper Published By: Interactive Intelligence     Published Date: Jan 17, 2014
Learn how to ensure a positive customer experience outcome by establishing a reliable business process automation (BPA), which will support your customerís personalized interactions and adapt to changing conditions in the marketplace.
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process automation, interactive intelligence, multichannel technology, intelligent process, business process
    
Interactive Intelligence
White Paper Published By: Interactive Intelligence     Published Date: Jan 17, 2014
Learn how technology can be the key to responding to the aging utility workforce and how the right system can increase overall operational efficiency.
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workforce, utility, labor force, employees, utilities
    
Interactive Intelligence
White Paper Published By: LogMeIn     Published Date: Jan 15, 2014
Todayís consumer is almost ambivalent when it comes to customer service channels; this generation of shoppers simply wants service their way. Take a look at the 2013 survey of internet shoppers.
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logmein, live chat, e-tailing, multichannel communications, live chat best practices
    
LogMeIn
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