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- Trend Toward US Based Call Centers Continues
- Two weeks ago the BNET Intercom commented joyfully on news that some companies were paying a premium to open call centers in the United States in order to provide friendly, helpful voices to assist their customers. Today, the New York Times reports that another company is using American based...
- Blog posts 2007-08-16
- Indian Firm Opens Call Center in... Ohio?
- We've all had the somewhat aggravating experience of calling a 1-800 number only to get some sleepy call center robot on the other end utterly unwilling or more likely unable to do anything but read from the script. Some companies, worried that, if the experience is frustrating enough, it could...
- Blog posts 2007-08-03
- Contact Center Infrastructure Outsourcing
- Contact center infrastructure outsourcing is a topic of interest to any company that wants to lower costs and risk levels, while at the same time maintaining excellence in customer service. Despite sharing some similarities with full outsourcing and contact center hosting, infrastructure outsourcing offers a larger degree of operational flexibility....
- White papers 2004-06-01
- Behind the Help Desk: Evolution of a Knowledge Management System in a Large Organization
- This paper examines the way in which a Knowledge Management System KMS - by which the authors mean the people, processes and software - came into being and evolved in response to a variety of shifting social, technical and organizational pressures. The authors draw upon data from a two year...
- White papers 2004-11-06
- It's Not About the Byte: Creating a Human Help Desk, Part 1
- The words "Help desk" can conjure up very different emotions depending on whom one asks. On one side, it can be viewed as some kind of terrestrial savior, seemingly able to solve complex technical problems with little more than a jar of algae and some bamboo shoots. On the flip...
- White papers 2006-09-25
- Ashland Distribution Deploys Supportforce to 200+ Service Agents
- Ashland Distribution Company wanted to revamp customer service processes and improve productivity with an easy-to-use, hosted CRM solution. As a leading distributor of chemicals, plastics, composite materials, and environmental services, Ashland wanted to share information with members of its supply chain. After successfully piloting Supportforce with eight users, the company...
- Case studies
- Ford Uses IBM e-Business on Demand to Provide a Better Helpdesk for Its Customers
- Company to Dealer Systems CDS customers at Ford's lines of business LOBs demanded more variable and immediate support from CDS. To meet their needs, CDS required improved pricing and resource flexibility and greater transparency by application owner and LOB in its helpdesk solution. A "Pay-as-you-go" helpdesk management solution was designed...
- Case studies
- Make Your Customer Interactions More Efficient
- Until recently, customer interaction technologies were often considered too complex and costly for all but the largest businesses to justify. But today that picture has changed. Encouraged by declining technology costs, changing customer expectations and pressured by competition, small and mid-size companies are investing in key customer service building blocks...
- White papers 2005-03-04
- IT Help Desk Survival Guide, Third Edition
- Burn your own CD version of TechRepublic's IT Help Desk Survival Guide, Third Edition. This download is a complete image of the CD available formerly for sale in our TechRepublic catalog. TechRepublic's IT Help Desk Survival Guide, Third Edition provides tools and recommendations to help you better...
- Download resources 2007-06-29
- ERP Call Centers: Benchmarking and Implementation
- Enterprise Resource Planning ERP systems that manage the business of higher education are sometimes supported through call centers geared exclusively to these systems. Many of these call centers apply strict standards of customer service that until recently were most often found in the private sector. A key question for large-scale...
- White papers 2003-12-09
- Six Smart Strategies for Handling the Help Desk
- One's help desk is staffed by productive workers. One expects his or her call volume to increase because of a new system implementation that affects a good chunk of one's user base. But one's budget doesn't allow for additional headcount. What does one do? CIO's members agree that while the...
- White papers 2004-03-15
- CRM Wake-Up Call
- It is entirely possible to transform a call center from a cost center into a source of competitive advantage. Doing so requires striking the right balance between operating efficiently and providing great service - as well as empowering agents with the training and information to meet customers' needs. An effective...
- White papers 2005-07-15
- Contact Center Knowledge Management - New Relevance and Best Practices for Today's Business Environment
- Today's contact centers operate in a challenging economic reality that makes it imperative to do more--and better--with less. The contact center manager now deals with training, global outsourcing, and other critical issues, including the transformation of the call center from a cost center to a profit center. This paper explores...
- White papers 2004-08-01
- The Presence-Enhanced Contact Center
- This paper illustrates the business value of deploying presence and collaboration tools in the contact center to improve productivity, reduce costs and raise both employee and customer satisfaction. Specifically, presence management - combined with the ability for call handling agents to collaborate with others in the organization - yields higher...
- White papers 2004-11-01
- Solutions For Contact Centers: The Strength Of A Suite - Based Architecture
- Heightened regulations, savvy consumers, overseas competition, dated infrastructures, climbing costs - the challenges facing the contact center community are many. Given these wide-ranging challenges, businesses are looking beyond the traditional piecemeal approach of individual contact center products and isolated capabilities. In turn, providers are responding with a fundamental shift towards...
- White papers 2004-02-01
- Leveraging The Business Intelligence Inside Today's Contact Centers
- Businesses are sitting on a gold mine - a treasure of customer information locked inside their contact centers. It is ironic that after half a decade the concepts of business intelligence and customer experience management have not been delivered but instead have become the mantra of recording vendors and a...
- White papers 2004-12-02
- Data Processing, Help Desk Specialist
- The Data Processing, Help Desk Specialist job description template includes the following job summary: Improves the level of service to MIS users by establishing a central point that users can contact to report problems or address questions and requests related to MIS production jobs. Additional information available includes essential job...
- Tools & templates 2007-09-09
- Manager Of Technical Support
- The Manager Of Technical Support job description template includes the following job summary: Supervises the design, installation, and maintenance of system software; Reviews and analyzes software and hardware needs, recommending changes and upgrades to provide efficient, effective, and timely service to users in the division and corporation; Supervises the data...
- Tools & templates 2007-09-09
- Employment And Industrial Relations In The Dutch Call Center Sector
- This report focuses on employment and industrial relations in the Dutch call center sector. This fairly new industry has grown dramatically over the last decade, employing an estimated 2,5 percent of the country's workforce.1 An important distinction can be made between in-house call centers - those that serve a company's...
- White papers 2005-04-01
- Call Center Outsourcing: Coordinating Staffing Level And Service Quality
- This paper studies the contracting issues in an outsourcing supply chain consisting of a user company and a call center that does outsourcing work for the user company. The call center is modeled as a G/G/s queue with customer abandonment. Each call has a revenue potential, and the call center's...
- White papers 2006-07-07
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