Improving Bottom Line Performance Through Precision Forecasting And Scheduling
[ Source: GMT Corporation ]
March 2009-
Whether in a contact center or bank branch environment, workforce managers everywhere face the constant challenge of balancing the yin and yang priorities of service levels and labor costs. This is especially true in today's economic environment where inaccurate forecasts can lead to poor scheduling decisions and can have dramatic impact on bottom line profitability. In this guide, GMT Corp. analyzes how to improve bottom-line performance in contact centers and bank branches through precision forecasting ...
Mentor Graphics Collects Customer Feedback for Product Innovation
[ Source: Brightidea, Inc. ]
December 2008-
In June 2008, Mentor Graphics launched Mentor Ideas, a Web-based environment for capturing product enhancement ideas from customers. This initiative is focused on the Mentor Graphics PADS product line and customers, and, due to the success of the initial pilot, the company has now launched a similar initiative for its Expedition product line.
The Cloud-based Telework Solution: Using the Cloud to Offload Remote Access Costs and Complexity
[ Source: Pareto Networks ]
June 2010-
By combining a cloud-based management platform with user-friendly devices, Pareto Networks has pioneered a new approach to remote access with the simplicity, centralized visibility & control, and economies of scale needed for broad deployment to permanent teleworkers. The Pareto Branch On DemandTM Solution enables organizations to fully realize the benefits of teleworking via a pay-as-you-grow subscription model and without the complexity or limitations of traditional multi-service router, firewall, SSL VPN or access point solutions.
From Voice Over IP To Unified Communications Simplify System Management
[ Source: ShoreTel ]
October 2010-
Telephone system manageability depends to a great extent on the underlying architecture of the voice system. Some platforms are extensions of legacy voice switches, others are built on top of legacy data technologies, and still others were designed from the ground up for converged voice and data.
The architectural approach for integrating new systems has serious implications for management, because the different components of the consolidated voice system-such as voicemail, network call routing, ...
Remote Call Center Security
[ Source: PhoneFactor ]
February 2009-
Call centers continue to move toward the cost-effective business model of at-home agents to maintain an onshore work force, but there is an increased risk of a security breach associated with at-home workers operating on their own equipment across unknown networks.
Depending on the industry served, call centers must meet any number of strict standards for maintaining password security. Many two-factor authentication systems are difficult and expensive to implement and administer, leading to ...
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 goes beyond ...
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 ...
IP Telephony: Reliability You Can Count On
[ Source: ShoreTel ]
October 2010-
Constant phone service availability is crucial to today's businesses. Makers of traditional voice switches have developed systems that are available at least 99.999% of the time. Concerns that voice over IP (VoIP) may not offer this "five nine" availability has been one of the major impediments to convergence, but this should not be the case. The ideal IP telephony system is resilient and has no single point of failure.
This white paper compares three ...
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 efficiency ...
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.