Nortel Network Symposium Call Center Server Links PC Connection to Excellent Customer Service
[ Source: Nortel Networks ]
January 2008-
PC Connection is a direct marketer of Information Technology (IT) products to businesses and consumers worldwide. PC Connection needed a contact center solution that could filter rapidly increasing call volumes to 1,250 specialized agents through networked locations and provide skill-based routing in five locations across the United States. With Nortel Networks Symposium Call Center Server, inbound callers are immediately linked to the most appropriate representative to best serve customer needs. Achieving this impeccable level of ....
Contact Center Compliance With the New California Telemarketing Legislation
[ Source: Noble Systems ]
January 2008-
The California Public Utilities Commission has mandated new guidelines limiting allowable abandonment rates for companies utilizing predictive dialers to make outbound phone calls to residents of the state. Telemarketers are required to keep records of all abandoned calls to ensure compliance. This paper provides outlines of new regulations. It also presents suggestions for technologies and methods that contact centers can use to stay in compliance with the new laws, not only in California, but as ....
Survey Techniques: How to Create an Effective Customer Feedback Tool
[ Source: Alexander Communications Group ]
January 2008-
Getting accurate feedback from customers is critical, whether input is used to improve service or processes, enhance relationships or launch new products. There are many customer feedback formats companies can use such as written, postcard, phone and Internet, and choosing one will depend on the type of information the person is looking for as well as the person’s specific customer base.
Bayesian Forecasting of an Inhomogeneous Poisson Process With Applications to Call Center Data
[ Source: University of Pennsylvania ]
January 2008-
A call center is a centralized hub that exists solely for the purpose of making or attending calls to or from customers or perspective customers. In today’s economy, call centers have not only become the primary point of contact between customers and businesses but also a major investment for many organizations. Due to the magnitude of these operations, call center supervisors need to staff their organization efficiently in order to provide a satisfactory level of ....
Mobile VoIP: IP Convergence Goes Mobile
[ Source: Nokia ]
January 2008-
The telecommunications industry is in the midst of the megatrend of IP (Internet Protocol) convergence, with the shift from circuit-based networks and system to IP packet-based networks being driven by the new rich service innovation opportunities and cost savings they offer. Every level of the value chain is evolving. The most visible aspect of IP convergence is through Voice over IP (VoIP), a way to carry voice calls over an IP network by digitizing and ....
Customer Retention Strategies in Action: A Communications Industry Report
[ Source: Jacada ]
January 2008-
As competitive pressures within the communications market continue to intensify, Communication Service Providers (CSPs) are forced to devote more resources to defending their customer base against poaching. Given the increasing number of players in the market (traditional telecom, cable, broadband phone providers) and the increasing number of options (wireless, fixed PSTN, VoIP), CSPs are being forced to devote more resources to their customer retention strategies. As a result, increased focus has been placed on customer ....
Keeping Call Centers on Track: Monitoring Agent Adherence Levels
[ Source: Pipkins ]
January 2008-
Call center schedules are notoriously fragile. Agents may arrive late, log in to wrong work queue, take breaks or lunch at slightly different times than planned, or get called away for an unexpected meeting. Call center supervisors need strategies for nipping adherence violations in the bud. Real-time adherence tools available with many of today’s workforce scheduling applications can help by automatically alerting managers when agents are out of compliance. This makes it possible to flag ....
Nortel Network Case Study: Northern Tool + Equipment
[ Source: Nortel Networks ]
January 2008-
Northern Tool + Equipment provides more than 15,000 products to ""The guy who knows his way around the job site, garage and workbench."" The company wanted to improve customer service by enhancing call handling and contact center management. The Nortel Contact Center solution with Integrated Voice Response (IVR), CRM application integration and unified messaging is delivering skill-based call routing, customer self-service options, comprehensive management tools and seamless networking to reduce Northern Tool’s call handling time ....
Call Center Voice Biometrics Is Coming
[ Source: CellMax ]
January 2008-
This paper published by Connections Magazine discusses that the call center sector, dynamic by definition, is changing again as new legislation for banking, medical, and homeland security regulations make it necessary for call centers to move quickly now to find highly accurate, proven, low-cost solutions for higher levels of ID authentication. Whether the shift is met proactively or comes as a sudden shock is up to the shrewd operations manager. This is a good time ....
IBM Sales Center: With Computer Telephony Integration
[ Source: IBM ]
January 2008-
Computer Telephony Integration (CTI) is a technology that allows the integration of interactions on a telephone and a computer. CTI includes the integration of all customer contact channels, such as voice, e-mail, Web, fax, and so on, with computer systems. CTI involves using a computer to manage the incoming and outgoing telephone calls. This paper discusses how to integrate IBM Sales Center for WebSphere Commerce with a Computer Telephony Integration system that uses Java Telephony ....