Call Centers
(143)
Nortel Network Case Study: Juan Valdez - Cafe de Colombia
[ Source: Nortel Networks ]
January 2008-Juan Valdez is the face of the Federacion Nacional de Cafeteros de Colombia (The National Federation of Colombian Coffee Growers) and Cafe de Colombia. The Federation needed an advanced contact center solution that could handle thousands of calls and route them efficiently, making sure that all callers receive prompt service and the complete information that they were looking for. Pro-cibernetica S.A., a Nortel Advantage Partner in Colombia and provider of enterprise solutions, teamed up with ....
Traffix Diameter Gateway
[ Source: Traffix Systems ]
August 2008-The Rosetta Diameter Gateway enables service providers to exchange control and AAA information directly between various legacy protocols such as RADIUS, LDAP and HTTP and Diameter based Next Generation Networks.
The Rosetta Gateway can be used in various IMS and NGN deployments to facilitate integration, reduce costs, increase revenues and provide services that would not be possible otherwise.
The End of Federalism in Telecommunication Regulations?
[ Source: IST ]
January 2008-This paper from IST focuses upon six well-known technology trends that are influencing the evolution of the network: the cost of ""Communicating"" is becoming more distance insensitive; the networks and the services that ride on these networks are becoming more modular; packet-routed networks are becoming more prevalent than circuit-switched networks; the application (e.g., voice) is becoming more independent and separate from the network; geographic boundaries are irrelevant to emerging technology; and intelligence and functions are ....
Web 2.0 in the Enterprise
[ Source: Cisco ]
March 2008-When it comes to communications and collaboration, the IT industry, in large part, is taking its cue from consumers. And Cisco® IT is no exception. Consumers who have been using Web 2.0 tools such as instant messaging and discussion forums in the home for years are now the employees exerting significant influence in what collaboration technologies should be adopted in the workplace.
The business drivers of collaboration are persuasive: productivity gains, ....
10 Ways Utilities Companies are Using Video Conferencing to Increase Access to Real-Time
[ Source: TANDBERG ]
October 2008-From dealing with global supply chain issues to grappling with shortages of
skilled workers, utilities companies face a host of managerial challenges today
and in the near future. But after conducting lengthy interviews with five IT
managers in the utility sector, it has been discovered that video conferencing
can help solve these challenges and more.
The Future Direction of Cox Communications
[ Source: TechWeb TV ]
June 2008-Cable Digital News talks to Cox Communications VP James Kelso about future directions, including roll out plans for Tru2Way, OnRamp (what Kelso calls Tru2Way lite), various bandwidth management tactics (from switched digital video to MPEG 4 and Hyrbrid Fiber Coax) and other relevant topics.
Three Manufacturers Cut Wasted Time — Go to Market Faster
[ Source: TANDBERG ]
September 2008-One of the biggest challenges facing manufacturers today is how to speed their time-to-market. Now that supply chain resources are all over the globe and organizations are more reliant on outsourcing, it has become increasingly difficult to collaborate because employees and suppliers are located in many different time zones and locations. When trying to solve a new problem, or develop a new product, the collaboration process can slow to a crawl. Throw language barriers and ....
Eight Steps to Creating an Incentive Program for Your Customer Service Reps
[ Source: Alexander Communications Group ]
January 2008-Incentive programs that offer rewards such as cash, travel, or merchandise in return for exceptional performance or performance improvements are common among salespeople but less common among customer service organizations. But incentive programs have been used successfully to improve performance with many different types of employee groups, including service staff. With more service organizations trying to add an additional sales element to their service department, incentive and recognition programs are likely to grow even more ....
10 Questions to Ask Your on Demand Contact Center Provider
[ Source: Oracle ]
January 2008-This paper published by Oracle explains about building and maintaining a contact center can prove cost-prohibitive and resource intensive. Yet when one is committed to providing his/her customers with a personalized multi-channel communications experience across sales, marketing, and service interactions, it’s a must. Siebel CRM Call Center On Demand enables companies to a launch fully functional multi-channel center without the upfront investment in complex hardware and software traditionally required to build a contact center. Traditionally, ....
Federal Call Centers: A Usage and Technology Update
[ Source: Mitretek Systems ]
January 2008-Government call centers have experienced significant growth over the past two decades and have become a primary point of contact for citizens to access information and services. However, government call centers have historically lagged behind the private sector in the implementation of advanced technologies that allow for superior levels of customer service. This paper published by Noblis describes the growth of federal call center usage and examines several recent agency procurements and projects that push ....
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 ....
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 ....
Spector 360 for Call Centers
[ Source: SpectorSoft Corporation ]
June 2006-
Just like your Call Recorder does for phone activity, Spector 360 enables you to improve Call Center performance and security by centrally monitoring EVERYTHING your agents do on the computer.
Spector 360 lets you automatically RECORD all agent activity. REVIEW using high-level charts and graphs. Quickly ANALYZE trends and patterns. Drill down to INVESTIGATE unproductive behavior. SEARCH for specific details. And REPORT your findings from the convenience of your desktop.
Spector 360 ....
Crazy John's: CRM Platform for Expansion
[ Source: ciboodle ]
June 2008-
With over 100 retail stores nationwide and an ambitious plan to launch Crazy John's as Australia's first large scale mobile virtual network enabler (MVNE), a greenfield CRM sales and service solution was required to provide high profile brand partners the ability to deliver new products to market. The solution would also need to leverage existing investments in billing, marketing and financial systems and have the capacity to scale in line with expansion plans.
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 ....
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 Centers On Demand
[ Source: TechWeb TV ]
June 2008-
Transera provides virtual contact centers on demand. Enterprises can locate agents anywhere they wish, and use their own agents or third-party agents. Companies that provide customer service need to find talent wherever it exists from Bangalore to Bangor Maine. The company provides the call center application to any location. The technology routes calls to agents based on their presence and availability.
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 ....
Getting to Single Contact Resolution
[ Source: ciboodle ]
June 2008-
Traditional technologies and techniques for handing customer interactions are holding back improvements to single contact resolution, and are directly impacting on the customer experience and putting customer loyalty at risk.
Modern contact center platforms provide the next generation of technology and advanced the techniques required to improve the customer experience, ultimately making single contact resolution a reality. This whitepaper explores how today's contact centers are utilising technology to succeed.
Getting to Single Contact Resolution
[ Source: ciboodle ]
June 2008-
Traditional technologies and techniques for handing customer interactions are holding back improvements to single contact resolution, and are directly impacting on the customer experience and putting customer loyalty at risk.
Modern contact center platforms provide the next generation of technology and advanced the techniques required to improve the customer experience, ultimately making single contact resolution a reality. This whitepaper explores how today's contact centers are utilising technology to succeed.
Eskom: Business Transformation Through Process with ciboodle
[ Source: ciboodle ]
June 2008-
In an increasingly demanding market South Africa's state-owned electricity company had to develop a system that would allow their agents to access information more effectively, increase productivity, enhance customer service and reduce the overall cost to service customers.
Eskom's main business objectives were to improve the handling and recording of customer service requests, create a cohesive and efficient customer management system, and develop a unified case management to reduce multiple customer call ....
Standard Bank: Consolidation and Stabilisation with ciboodle
[ Source: ciboodle ]
September 2008-
Find out how Standard Bank of South Africa replaced its incumbent CRM system with Sword ciboodle to consolidate and stabilize its platform for future growth. With Sword ciboodle, SBSA was able to stabilize their system and safeguard its customer contact centers against the risk of service and database loss.
Spector 360 for Call Centers
[ Source: SpectorSoft Corporation ]
June 2006-
Just like your Call Recorder does for phone activity, Spector 360 enables you to improve Call Center performance and security by centrally monitoring EVERYTHING your agents do on the computer.
Spector 360 lets you automatically RECORD all agent activity. REVIEW using high-level charts and graphs. Quickly ANALYZE trends and patterns. Drill down to INVESTIGATE unproductive behavior. SEARCH for specific details. And REPORT your findings from the convenience of your desktop.
Spector 360 ....
Crazy John's: CRM Platform for Expansion
[ Source: ciboodle ]
June 2008-
With over 100 retail stores nationwide and an ambitious plan to launch Crazy John's as Australia's first large scale mobile virtual network enabler (MVNE), a greenfield CRM sales and service solution was required to provide high profile brand partners the ability to deliver new products to market. The solution would also need to leverage existing investments in billing, marketing and financial systems and have the capacity to scale in line with expansion plans.
Gregor Bailar On IT and Business Peformance at Capital One
[ Source: TechWeb TV ]
June 2008-
Virtual Call Centers
[ Source: TechWeb TV ]
June 2008-
Transera provides virtual contact centers on demand. Enterprises can locate agents anywhere they wish, and use their own agents or third-party agents. Companies that provide customer service need to find talent wherever it exists from Bangalore to Bangor
Contact Centers On Demand
[ Source: TechWeb TV ]
June 2008-
Transera provides virtual contact centers on demand. Enterprises can locate agents anywhere they wish, and use their own agents or third-party agents. Companies that provide customer service need to find talent wherever it exists from Bangalore to Bangor Maine. The company provides the call center application to any location. The technology routes calls to agents based on their presence and availability.
Helping Contact Center Agents
[ Source: Upstream Works Software ]
May 2008-
It's not surprising that first contact resolution (FCR) is becoming a high priority among forward-looking contact center managers. Increasing the percentage of contacts resolved during the initial contact provides three great benefits; customer satisfaction goes up, operating costs go down, and contact-center generated revenue goes up.
There are also potential downsides, like extended handle time as agents strive to keep the caller on-line until the issue can be resolved. While advances in technology ....
Contact Center Value Optimization
[ Source: Magpie Partners ]
April 2008-
Contact Center Value Optimization (CCVO) is an innovative method for making key staffing and management decisions for inbound contact centers. CCVO breaks from traditional approaches by maximizing the difference between costs and the true financial benefit of answering calls to optimize a contact center's performance. Increased revenues, reduced costs, and more efficient use of existing system capabilities can be achieved quickly with no incremental technology investment.