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- A Transformed Contact Center Model Improves the Customer Experience and Drives Productivity: Fast and Attentive Customer Service Boosts Satisfaction
- This U.S.-based automaker wanted a robust CRM solution to support increasing numbers of customer contacts via phone, Web, e-mail and other channels. It also wanted to improve efficiencies and renew its focus on providing a superior customer experience. After evaluating the automaker's existing business processes and technologies, EDS selected Siebel's...
- Case studies
- IP Infrastructure: Paving the Way to Next Generation Interaction Management - Technology White Paper
- With integrated voice, email and web communications already in place, today's distributed customer contact centers are at the forefront of converged Internet Protocol IP business communications. This article discusses the business and technology aspects of leveraging current successes and best practices from IP contact centers to move towards building an...
- White papers 2003-01-13
- Interaction-Based CRM: How Innovation Transforms the Contact Center
- Based on Accenture's experience in introducing CRM transformation strategies, and how specific innovations can help the enterprise contact center better serve customers, the paper presents a snapshot of the related business and technical challenges to high-performance CRM that Accenture has encountered. The paper also provides an explanation of the multiple...
- White papers 2002-10-09
- Playing the Numbers: Using ACD Statistics for Workforce Management
- The contact center ACD supplies a potpourri of statistics. Used properly, ACD statistics can be a boon for workforce management forecasting and scheduling. However, the ACD provides so much detail that interpreting the information can be like drinking water from a fire hydrant. This article outlines some relevant ACD statistics...
- White papers 2001-09-14
- Citizen Contact Centers: Americans in Touch With Their Governments
- This document takes a focused look at how government officials have turned to the private sectors in recent years to build citizen contact centers that permit the public to get in touch with their government. It highlights several key lessons learned and offers substantive, practical advice government officials can use...
- White papers 2005-06-01
- Improving Contact Centers Through Operational Processes: Deliver Superior Customer Service at Lower Costs - for Higher Profits
- Contact centers remain the crucial touchpoint in customer relationship management. To help their companies win additional customers and market share, they must give customers superior service while delivering measurable business value at low cost. Optimizing operational processes - in addition to customer delivery processes - helps contact centers meet these...
- White papers 2005-04-04
- Commercial Insurance Company: Next Generation Contact Center
- This commercial insurance company provides insurance, risk management and business continuity planning services for public entities, healthcare organizations and other businesses. The client wanted o become a high-performance company, maintain growth and more effectively respond to fluctuating market demands, the company needed to improve its customer service capabilities. Accenture quickly...
- Case studies
- Creating Competitive Advantage for Medium Sized Businesses With Avaya Contact Center Express
- This paper describes the Contact Center Express which provides cost-effective, easy to implement contact center solutions that are specifically designed and priced for mid-sized businesses. It offers the ability to leverage Avaya technology, including intelligent routing and integrated IP capabilities, which are available with Avaya MultiVantage Communications solutions such as...
- White papers 2005-06-01
- Employment Regimes For The Factories Of The Future: Human Resource Management In Telephone Call Centres
- Telephone call centers, or what are increasingly referred to as contact centers, provide unusually fertile ground on which to study variety in HR architecture in both theory and practice. The purpose of this paper is to explore in theory and practice the emergence of different forms of employment regime in...
- White papers 2003-07-01
- From Call Center to Contact Center: How to Successfully Blend Phone, Email, Web and Chat to Deliver Great Service and Slash Costs
- The transition from call center to multichannel contact center should reduce the aggravation and effort associated with critical tasks such as handling phone calls, replying to email, developing Web content and generating reports. Article describes that to be effective, a cross-channel contact center must possess two vital capabilities, common incident...
- White papers 2002-10-30
- Reno, Nevada: A Lucky Spot For Contact Centers
- EDAWN, as it is best known in state and national economic development circles, is a non-profit public/private partnership created to work on behalf of companies looking to launch, expand or relocate operations to the Reno/Sparks/Lake Tahoe area. Working closely with EDAWN is the economic development group at Sierra Pacific Power...
- White papers 2003-07-01
- Forget the 80/20 Rule
- Meeting high service level goals is costly. As a contact center manager one must ensure that they are aligned with corporate strategy and with customer expectations, and that adhering to them is money well spent. Article emphasizes that service level is never ?one size fits all? and managers who stick...
- White papers 2003-11-03
- Strategies To Build On - Yes It Is CRM
- There are steps one can take that offer a high likelihood of success and will move measurably toward the goal of better attracting and retaining valuable customers. It is a tough task, but it can be accomplished if approached one step at a time. Some of the steps include: Avoid...
- White papers 2003-01-01
- Controlling Contract Center Chaos
- Anyone running a contact center is already well aware of the need to provide multiple channels of communication to their customers. For several years, every trade show, conference and trade publication has been talking about adding and integrating inbound and outbound telephone channels, IVRs, email and web contact in the...
- White papers 2003-01-01
- Lowering Expenses By Outsourcing Your Contact Center to a Right Partner
- Outsourced contact centers have become a common feature of the customer service landscape. Companies in many markets have found it easier and cheaper to farm out this vital customer touch point to firms specializing in contact center operations, than to establish and manage a contact center in-house. But its only...
- White papers 2001-09-01
- Driven By Service: Contact Centers Are No Longer For Basic Problem Resolution Or Order-Taking
- Contact centers are no longer for basic problem resolution or order-taking. Organizations are now using them to lead major strategic initiatives. In fact, so compelling is the argument for smart call center investments that large companies are ratcheting up their customer care initiatives, despite heavy pricing pressures and revenue declines....
- White papers 2003-12-01
- For The Customer's Sake, Don't Let Marketing Own The Contact Center
- Contact centers have more meaningful interactions with customers than any other area of a company. A company that can optimize these interactions will achieve three essential goals: providing outstanding customer experiences, increasing revenue and retaining customers. Putting marketing in charge of contact centers won't bring about these objectives. Instead, it...
- White papers 2004-08-05
- Slim Down Call Center Costs
- Article talks about different strategies used to trim down expenses while toning up services such as: Proactive support, Web self-service, and Offshore hosting. With these lower-cost alternatives to providing customer support, organizations can identify areas to improve and maintain high customer satisfaction levels or increase profitability without disturbing the delicate...
- White papers 2002-08-01
- The Politics Of Offshore
- Outsourcing has become a burning issue in America. The current crisis doing the rounds in U.S is the outsourcing of business functions like contact centers. However, there is a silver lining in the cloud, which depicts that, hopefully, a more pragmatic discussion will ensue, which will provide an alternative. The...
- White papers 2004-02-19
- Remote Control: Monitoring Remote Agent Service Providers
- From the executive summary: ‘Plagued by the perennial problems of employee retention, scheduling flexibility, quality control, and cost reduction contact center managers are increasingly turning to remote work in order to quickly remedy these issues. Enterprising contact center executives will need to make a strong business case for remote agents...
- White papers 2003-01-01
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