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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By: MaritzCX     Published Date: Feb 02, 2018
This e-book presents results alongside an argument that action/behavior metrics are the best measures to help companies drive real action and lasting change. By downloading this eBook, you give MaritzCX and its partners permission to contact you for marketing and promotional purposes.
Tags : martizcx, customer service, customer intelligence, monitoring, best practices, business activity monitoring, call center management, customer interaction service, customer satisfaction, ebusiness, marketing automation, collaborative commerce, customer experience management, information management
     MaritzCX
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 customers’ needs, faster.
Tags : ibm, ibm watson, watson engagement advisor, customer service, customer relations, customer engagement, call center management, call center software, customer interaction service, customer relationship management, customer satisfaction, customer experience management
     IBM
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, firms’ 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.
Tags : oracle, service cloud, forrester report, contact centers, application integration, best practices, business analytics, business intelligence, call center management, call center software, customer interaction service
     Oracle Service Cloud
By: Corvisa LLC     Published Date: Feb 13, 2015
This whitepaper presents new study findings on current consumer hot buttons, identifies what’s still broken when it comes to customer service, and highlights the industries and businesses that know how to get it right.
Tags : customer interaction, contact center, customer service, customer satisfaction, call center management, call center software, customer interaction service, customer relationship management
     Corvisa LLC
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.
Tags : interactive intelligence, real time speech analytics, contact centers, data centers, real time analytics, productivity, revenue, retention rates, speech analytics, real time applications, it management, business analytics, call center management, call center software, customer service, analytical applications
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Apr 23, 2014
If a contact center executive could have anything, it would be certainty… 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.
Tags : interactive intelligence, contact center, customer service, customer experience, cost, revenue, telecom, it management, call center management, call center software
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Apr 23, 2014
Today, business process automation isn’t just about efficiency, it’s 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 customer’s 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.
Tags : interactive intelligence, business process automation, multichannel technology, customer experience, contact center, contact solution, it management, business process management, call center management, call center software
     Interactive Intelligence
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.
Tags : contact center, contact center strategy, customer experience, optimization, strategic planning, budgeting tools, workforce management solutions, call center, contact communications, big data, business analytics, it management, business process automation, call center management, call center software, customer service, collaboration, customer experience management
     Interactive Intelligence
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.
Tags : ibm, enterprise assets, it assets, data management, it management, enterprise asset management, ema, it organization, ibm maximo, asset management, ibm smartcloud, control desk, eam foundation, itam, ema perspective, infrastructure, business activity monitoring, call center management, change management
     IBM
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.
Tags : compliance, cloud solutions, interactive intelligence, customer support, workforce management, data solution, customer experience, business process automation, business process management, call center management, call center software
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Jan 17, 2014
Learn the performance “metrics that matter” for the contemporary contact center, as the definition of efficient customer service evolves.
Tags : contact center, strategic planning, budgeting tools, customer experience, big data, budgeting tools, workforce management, data solution, planning solutions, business process automation, business process management, call center management, call center software
     Interactive Intelligence
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 organization’s potential by optimizing your customer’s experience.
Tags : planning tools, budgeting tools, strategy, cloud solutions, interactive intelligence, customer support, workforce management, data solution, customer experience, business process automation, business process management, call center management, call center software
     Interactive Intelligence
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 customer’s personalized interactions and adapt to changing conditions in the marketplace.
Tags : process automation, interactive intelligence, multichannel technology, intelligent process, business process, decision services, communications intelligence, customer interactions, workflow design, business process automation, business process management, call center management, call center software
     Interactive Intelligence
By: LogMeIn     Published Date: Jan 15, 2014
Today’s 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.
Tags : logmein, live chat, e-tailing, multichannel communications, live chat best practices, channel usage, channel satisfaction, chat frequency, social media, retailer response time, proactive chats, chat receptiveness, chat session, success factors, customer satisfaction, chat availability, influence on purchase, best practices, business intelligence, call center management
     LogMeIn
By: LogMeIn     Published Date: Jan 15, 2014
Nucleus found that the ease of use for end users and administrators led to increased adoption, improved business productivity, and IT efficiencies. Also, join.me’s low pricing relative to functionality resulted in significant cost savings.
Tags : logmein, join.me, conferencing, collaboration, support presentations, online collaboration, ease of use, increase adoption, business productivity, it efficiency, cost savings, it support, quality experience, communications server, conferencing vendors, traditional vendors, cloud-based collaboration, content developer, business intelligence, call center management
     LogMeIn
By: Genesys     Published Date: Dec 11, 2013
Gartner recently released its Magic Quadrant for Contact Center Workforce Optimization, the annual report analyzing the workforce optimization industry. Gartner positions vendors based on Completeness of Vision and Ability to Execute. Genesys improved its 2013 position moving from Niche Player to the Challengers Quadrant. This report provides you with insights you need to determine the Workforce Optimization Solution that is right for your organization. Read Now.
Tags : wfo, strategic planning, recruitment, workforce management, wfm, call recording and quality management, performance management, surveying, interaction analytics, magic quadrant, workforce optimization, genesys, networking, knowledge management, business process management, call center management, call center software, customer relationship management, customer satisfaction, system management software
     Genesys
By: Genesys     Published Date: Dec 11, 2013
Read Now: The Automatic Call Distributor (ACD) is no longer a core component in the contact center and has become a costly technology that is difficult to manage in a distributed enterprise environment. If you are looking to move away from your legacy call center infrastructure — to a modern, multi-channel Contact Center this white paper gives you a blueprint to modernization and replacing your ACD. Read this insightful resource to learn how building a multi-channel contact center based on IP/SIP technology can enable you to: • Enhance Customer Experience • Virtualize your customer service environment • Reduce Total Cost of Ownership (TCO) Get this whitepaper for best practices, and integration guidelines to help you transition to a modern, SIP/IP-based contact center environment. Read Now.
Tags : automatic call distributor, acd, contact senter, legacy call center infrastructure, multi-channel contact center, ip/sip technology, total cost of ownership, tco, genesys, call center management, call center software, customer interaction service, customer satisfaction, customer service, it spending, contact management, customer experience management
     Genesys
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