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 ...
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, ...
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.
Service Cloud: Deliver Next Generation of Customer Service
[ Source: Salesforce.com ]
December 2012-
Realize the value and operating challenges of online support communities. Chatter Communities for Service solves nearly all of the traditional problems of online communities. Use it as a force multiplier for your support organization, and revenue generator for your sales and marketing teams.
Building Reliable IP Telephony Systems: How Architecture and Design Differentiate ShoreTel from the Competition
[ Source: ShoreTel ]
October 2010-
Reliability is the most critical aspect of a business phone system. IP telephony systems will deliver differing service levels because their architecture is fundamentally different. Ironically, optimal architecture and design does not only deliver high reliability, but also produces a system that is easy to use and manage.
This whitepaper defines reliability and availability and then compares the approaches of various IP telephony vendors take to ensure high availability. You will see how ...
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.