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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
- 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
- Essential Manager's Guide: Extraordinary Customer Service
- What your customers think about your company is often a result of their experience when they contact you. Whether or not they remain customers is often a result of the quality of service you provide. Read DK Publishing's Essential Managers eBook for Extraordinary Customer Service to explore...
- White papers 2007-11-01
- Call-Center Comparison Guide
- Compare these VoIP call-center vendors to find the best one for your business. So, you know that a VoIP call-center enhances customer service and, in return, helps attract and retain customers. But which VoIP call-center vendor do you choose for your specific needs? This Comparison Guide evaluates major vendors...
- White papers 2008-01-10
- Call-Center Buyer's Guide
- Use this Buyer's Guide to select the call-center solution that's a perfect fit for your business. Implementing the right call-center solution is a key factor in keeping your customers happy, as it is often their first line of contact with your company's sales or support agents....
- White papers 2007-12-20
- 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
- IP-Enabled Contact Centers: Lowering Costs, Raising the Customer Experience
- This paper explores how Internet Protocol IP can be leveraged to lower the cost of enhancing customer service via your contact center. IP is a critical enabler for multisite contact centers, providing the underlying technology that lets you cost-effectively extend your contact center to locations anywhere around the world --...
- White papers 2006-12-01
- Transforming Customer Self-Service With Video
- Cisco Systems believes that the video-enabled contact center offers significant cost reduction and revenue generating opportunities. Contact centers that move to video-enabled communications will see their operations break through current constraints to previously unprecedented levels of productivity, service quality, customer satisfaction, and brand loyalty. Demonstrating products rather than just describing...
- White papers 2006-06-01
- Avaya IQ Enables your Strategy to Flatten, Consolidate and Extend
- This paper discusses how the new Avaya platform for contact centers accommodates the next generation of effective and versatile environments.
- White papers 2007-02-01
- TechRepublic's Lunch and Learn Series 2006
- It's back! TechRepublic's original Lunch And Learn Series complete in one download. TechRepublic's Lunch and Learn Series 2006 collects 15 ready-to-deliver presentations and includes speaker's notes, handouts, and preformatted e-mail invitations. Use them as-is or customize them to meet your organization's specific needs. Train end users...
- Download resources 2007-07-12
- The Business-IT Gap: A Key Challenge
- Technological tools are ways of harnessing nature to accomplish work, ranging from steam engines to electricity, from automobiles to airplanes, from telephones to computers. Organizational methods are ways of organizing and managing people and other resources to accomplish work, ranging from factories to assembly lines, from M-organizations to franchises, from...
- White papers 2003-09-20
- 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
- Avaya Dives into the Analytics Pool
- Read Saddletree Research's review of Avaya IQ -- a new addition to Avaya's Customer Interaction Suite, which provides a comprehensive reporting package as well as leading-edge analytics capabilities. Built upon the foundation of Avaya's well-established Call Management System CMS reporting package, Avaya IQ brings advanced assessment capabilities that offer users...
- White papers 2007-09-17
- Driving Model Agent Behaviors with Avaya IQ CCR
- Your contact center is the front door to your business. Do you know how you are treating individuals as they come in the door? You can't afford not to, because the best and worst customer experiences can have a dramatic impact on your top and bottom lines. Read Avaya's paper...
- White papers 2007-05-10
- Tackling Call Center Job Interview Questions Made Easy
- Get ready for the interview and reach on time. Although there are no formal clothing standards in a call center, it is a good idea to dress professionally for the interview. Be confident about your skills and be prepared to answer all questions in clear and crisp voice. All the...
- White papers 2008-01-01
- Boost Customer Service, Use The Telemarketing Call Centre
- When your goal is to reach many customers by telephone and provide them services over the phone, you can now use a telemarketing call center. Nobody has to be in your office any longer because there are centers across the United States and overseas as well. These centers are designed...
- White papers 2008-01-01
- Sample Help Desk Resume
- This sample help desk resume will give you a quick start on building an effective and optimized resume for your job application. Users can feel free to customize and edit this sample help desk resume as per their requirement for job application. This sample help desk resume will go a...
- Tools & templates 2008-01-01
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