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- 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
- An Analytical Approach to Workforce Management: Replacing Frustrating Traditional Reports With a Killer Application That Optimizes Staff and Contact Center Performance
- Traditional reports are at best clumsy mechanisms for improving contact center performance. They flood contact center staff with unsorted detail, much of which has little relevance to effective operations, and supervisors and managers spend far too much time using spreadsheets and other ad hoc tools to turn data into actionable...
- White papers 2005-07-01
- White Paper on Customer Contact Center Outsourcing: Why Outsource?
- This paper discusses the success of outsourcing customer care which depends largely on clearly established goals and objectives and identifying the right outsource service provider. A successful relationship would be one that lowers the costs, increases the revenue and retains the profitable relationships - a win-win for the company and...
- White papers 2003-11-18
- 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
- Expertise Location and the Contact Center
- Today's contact centers are constrained by the inability to find and apply needed expertise from outside the center in a timely fashion and in a way that facilitates resolving a complex issue without a long back and forth process. The availability of expert location technology raises two questions: How well...
- White papers 2005-10-17
- 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
- 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
- Delighting Customers With Multimedia Service
- Contact center managers are big proponents of self-service using Interactive Voice Response IVR and the web. IVR transactions generally cost tens of cents, and web contacts can be pennies. Of course, their challenge has been making them equally appealing to customers. While multimedia services are readily bashed and many users...
- White papers 2003-01-01
- 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
- 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
- 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
- Need To Motivate Cultural Change? Better Focus On Your Staff
- From the executive summary: ‘Contact centers require constant adaptation to frequently changing, but always demanding, environments, initiatives, technologies, and customer needs. To successfully navigate through the many changes characteristic of this business, it is imperative to understand the change management issues facing contact centers today. Once these strategic elements are...
- White papers 2003-01-01
- 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
- 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
- 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
- Delighting Your Clients - Six Strategies To Ensure A Quality Customer Experience
- From the executive summary: ‘Today's customers are different from yesterdays. They expect more, and contact centers are being forced to evolve quickly in order to meet their ever-increasing demands. Centers are finding that they must change a variety of management practices, from how they measure performance to how they allocate...
- White papers 2003-01-01
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