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- Agent
- a person or organization empowered to act on behalf of another when dealing with a third party
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- Call Center Agent Satisfaction Key To Customer Loyalty
- Genesys Telecommunications Laboratories, Inc. has released the eighth study in its Contact Centre Realities series for Australia and New Zealand. Titled Optimising Agent Performance, the latest Genesys study comes at a time when contact centers are under increasing pressure to meet the often conflicting demands of service quality, revenue generation...
- Research articles 2006-10-01
- The changing market for contact center agent performance tools. (Agent Optimization Tools).(Brief Article)
- Companies are learning that people and processes are just as important as technology when implementing an enterprise-wide customer-focused strategy, according to recent research. Yankee Group says that this means growth in the market for conta Companies are learning that...
- Research articles 2002-02-01
- Is Africa the new India for contact center outsourcing?
- Research by independent market analyst Datamonitor reveals the number of call center agents based in Africa will continue to lead global growth through 2010. Datamonitor's prediction of rapid growth in western investment in this region is underlined by efResearch by independent market analyst Datamonitor reveals the number of call center...
- Research articles 2006-08-01
- T-Com Slovak Sees Exponential Sales Improvements Through First-Time Use of Knowlagent Solutions on European Continent; Contact Center Agents Show Sales Performance Enhancement in Less Than Seven Weeks
- ATLANTA -- Knowlagent, the only provider of frontline execution solutions that turn business strategy into measurable results, and its European joint-venture partner Odhinn Europe today announced the roll-out of Knowlagent Solutions to all call center agents at T-Com Slovak to improve sales and customer service performance. The deployment is the...
- Research articles 2006-09-14
- Jacada Releases Unified Desktop Solution
- Jacada Ltd., a provider of contact center productivity solutions, recently announced the availability of version 3.0 of its unified desktop solution, Jacada Workspace, and outlined the company's vision and strategy to meet the demands of the growing number of contact centers that must modernize the agent desktop. Jacada Workspace 3.0,...
- Research articles 2006-05-01
- Envision manages performance with one view for multiple centers. (Performance Management).
- At the Envision Telephony booth, ICCM attendees were introduced to Click2Coach Enterprise, an enterprise-class agent development solution that manages multiple contact centers with one global view, all from a single interface. Envision's Click2Coac At the Envision Telephony booth, ICCM attendees were introduced to ...
- Research articles 2002-08-01
- Empirix Extends OneSight
- Empirix Inc. recently announced the launch of a new extension to its OneSight contact center monitoring solution. OneSight Call Statistics Monitors was designed to help contact centers measure and reduce the impact of technology issues on agents' key performance indicators KPIs. KPIs are used in contact centers to measure and...
- Research articles 2006-02-01
- New Empirix Hammer CallMaster 5.1 Helps Improve Quality of Contact Center Applications; Testing and Monitoring Solution Now Validates Voice and Data Delivery to Agent Desktop
- BEDFORD, Mass. -- EmpirixR Inc., which helps organizations adopt complex communications solutions with confidence, today launched Hammer CallMaster 5.1, the first testing and monitoring application for validating voice and data integrity to an agent's desktop. Now, Empirix helps customers understand the performance, type, and routing of data for CTI applications....
- Research articles 2006-06-13
- Siemens Untethers Executives, Supervisors and Agents for Greater Effectiveness in and Out of the Contact Center; New Mobile CRM Features Coming to HiPath ProCenter Suites
- Business Editors/Technology Writers
- Research articles 2001-07-31
- Best of show.
- Premier products and services honored at awards ceremony Call Centre and CRM Solutions Canada celebrated its 14th anniversary this March, adding to its roster of events the prestigious Best of Show awards. Eight well-deserving vendors set the Premier...
- Research articles 2002-05-01
- Avaya's CRM enhancements. (Product Review).(Interaction Center 6.0)(Product Announcement)
- It still may be some time before we have fully-integrated Web/call centers, but increasingly, enterprises are seeking to add Web components to their contact center. The reasons have to do with both the migration toward IP-based voice/data convergen It still may be some time...
- Research articles 2002-07-01
- IP contact centers: side-by-side; We compared their architectures, interfaces and multimedia support. Here's how the leading vendors' IP contact centers stack up.(BCR TEST)(Internet protocol)(Avaya Interaction Center 7.0, Avaya Contact Center Express 2.1,
- The right IP contact center can make potential new customers go away happy. A conventional "Your call is important to us ..." call center--in today's age of Internet gratification--will likely just make them go away. Take a conventi ...
- Research articles 2005-08-01
- Low-Cost (And No-Cost) Strategies For Retaining Agents
- From the executive summary: ‘One of the toughest challenges contact centers face is agent turnover. Whether the cause is burnout, dissatisfaction with opportunities, the boss, or the pay, well-trained people are leaving contact centers faster than they can be replaced. Despite the recent softening of the job market, good contact...
- White papers 2002-08-01
- Managing your Contact Center Requirements: Reviewing New Technology Management Options
- Advanced self-service applications and the power of IP networking are changing the face of the modern contact center. But badly implemented self-service applications often fail in their key promise to reduce agent workloads, since annoyed customers quickly abandon the self help channel to seek help from a live agent. To...
- White papers 2006-02-01
- IPCC gets agent, supervisor tools. (VoIP).(Cisco Systems Inc.)(Brief Article)
- Cisco Systems added yet more functionality to its IP Contact Center IPCC, adding Cisco Agent Desktop and Cisco Supervisor Desktop. These new applications provide contact center agents and supervisors with a packaged and rapidly ... Cisco Systems added yet more functionality to its IP...
- Research articles 2002-04-01
- Jacada Announces That Cox Communications Has Selected Jacada Fusion Agent Portal; Company Signs Enterprise Agreement to Deploy Agent Productivity Solution across Contact Centers
- ATLANTA -- Jacada Ltd. (Nasdaq: JCDA), a leader in contact center productivity solutions, today announced that it has entered into an enterprise license agreement with Cox Communications, the third largest communications company in the United States. The agreement includes an enterprise license for Jacada Fusion Agent Portal, a new contact...
- Research articles 2005-09-19
- Pop-A-Lock Call Center Builds Innovative Virtual Infrastructure With Siebel Contact OnDemand; Continental Dispatch Improves Service and Lowers Contact Center Costs by Deploying Home-Based Call Center Agents
- SAN MATEO, Calif. -- Siebel Systems, Inc. (NASDAQ:SEBL), a leading provider of customer-facing solutions, today announced that Continental Dispatch, a call center built to support the national emergency roadside assistance service company Pop-A-Lock, has implemented Siebel Contact OnDemand to support its innovative virtual call center infrastructure.
- Research articles 2005-12-07
- New Empirix Solution Manages Performance and Voice Quality of IP-Based Contact Centers; OneSight for Cisco Unified Contact Center Measures Quality of Service from Agents' and Callers' Perspectives
- BEDFORD, Mass. -- EmpirixR Inc., which helps organizations adopt complex communications solutions with confidence, launched today a proactive application monitoring solution for Cisco Systems' Unified Contact Center solutions. Called OneSight for Cisco Unified Contact Center, it enables IT professionals to monitor, manage and report on performance, availability and security of...
- Research articles 2006-06-26
Additional Resources
- ATG Introduces Commerce Service Center to Unify e-Commerce Sites and Contact Centers
- Agent-facing application suite bridges the gap between the Web site and contact center, streamlining agent-assisted order administration, sales support, and customer care
- Research articles 2007-06-27
- Semco Energy Selects IEX Small Center Workforce Management Solution TotalView SC, a Perfect Fit for Utility's 28 Agent Contact Center
- Business Editors/High Tech Writers RICHARDSON, Texas--BUSINESS WIRE--May 14, 2002 IEX, a Tekelec company (Nasdaq: TKLC) and a leading provider of contact center solutions, today announced that Semco Energy, Inc., a diversified energy and infrastructure company, selected TotalViewTM SC, the IEX workforce management solution for small center operations. ...
- Research articles 2002-05-14
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