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- 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
Additional Resources
- 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
- 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
- Avaya Appoints Bob Lyons to Lead Contact Center Division
- Avaya, a leading global provider of business communications applications, systems and services, today announced it has appointed Bob Lyons to lead the company's global contact center organization. As general manager and vice president of Avaya's customer service applications division, Lyons will oversee a business that plays a central...
- Research articles 2008-06-17
- Aspect Software Announces Availability of Aspect Enterprise Campaign Manager 2.0; New Release Provides Enhanced Enterprise-Level Management and Disaster Recovery
- Aspect Software, Inc. the world's largest company solely focused on the contact center, today announced the general availability of Aspect® Enterprise Campaign ManagerTM 2.0, which helps contact centers to achieve even greater operational performance and agent productivity.
- Research articles 2006-03-16
- UAE-UK JOINT CONTACT CENTER OPENED
- According to Al-Bayan newspaper (April 12, 2005), Carol Maddison, Regional Marketing Manager, VisitBritain, recently opened the first Middle East Contact Centre, a joint initiative by the British Council and VisitBritain, which provides a single point of contact for the UAE community interested in UK culture, education, travel and tourism. She...
- Research articles 2005-04-12
- UAE: UAE-UK JOINT CONTACT CENTER OPENED.(Brief Article)
- According to Al-Bayan newspaper (April 12, 2005), Carol Maddison, Regional Marketing Manager, VisitBritain, recently opened the first Middle East Contact Centre, a joint initiative by the British Council and VisitBritain, which provides a single point of contact for the UAE community interested in UK culture, education,...
- Research articles 2005-04-12
- Noble Systems Appoints a New General Manager EMEA to Coordinate its Pan European Operations.
- ATLANTA, April 21 /PRNewswire/ -- - Leading contact center technology company leverages existing presence to reach emerging markets Noble Systems Corporation, a global leader in contact centre technology, announces the appointment of Colin Chave to the position of General Manager EMEA....
- Research articles 2005-04-21
- Peoples Bank hires remote banking manager
- [ILLUSTRATION OMITTED] Tracy Wainwright is the new manager of remote banking for Peoples Bank. Wainwright's primary responsibility is managing the customer contact center in Lynden, where she will also oversee the bank's online banking services. Wainwright has 12 years' experience in customer service and managed the call center for...
- Research articles 2007-11-01
- 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
- 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
- Stratasoft Announces General Availability of VoIP Computer-Telephony Integration Utility for Contact Centers with Cisco CallManager
- HOUSTON -- Stratasoft Inc. ("Stratasoft"), a wholly owned subsidiary of I-Sector Corporation (AMEX:ISR), and a worldwide provider of the award winning StrataDialR VC2 -- Virtual Contact Center software and StrataVoiceR Notification System suite, is pleased to introduce the general availability of StataVIEWTM for Cisco Call Manager.
- Research articles 2004-10-19
- Inference Names Bob Tatemichi Vice President and General Manager of New Interactive Selling Software Subsidiary
- NOVATO, Calif.--BUSINESS WIRE--May 11, 1999-- k-CommerceTM Sales Division Will Focus On Delivering Web Direct Selling Applications to Drive E-commerce Revenues Inference Corp. (Nasdaq:INFR), a leading provider of software and services for assisted-service and customer self-service across the Web and Contact Center, today announced the appointment of Bob...
- Research articles 1999-05-11
- Wausau Benefits and Jacada Win Process Innovation Award from Kinetic Information; Insurance Administrator Recognized for Improving Contact Center Productivity
- ATLANTA -- Jacada Ltd. (NASDAQ: JCDA) announced today that Kinetic Information LLC has awarded a 2004 Process Innovation Award to Wausau Benefits for its work with Jacada. Wausau Benefits is a third-party administrator and manager of self-funded employee benefit plans.
- Research articles 2004-11-09
- Avaya Offers Virtualized UC Solution Aura
- Avaya's virtualized unified communications solution, Aura, is aimed at businesses with less than 2,400 employees. Unified communications UC company Avaya announced the release of its single-server V virtualization UC solution for companies with up to 2,400 employees, Aura.The Aura system platform, a real-time virtualization technology enables unmodified versions of Avaya Communication...
- News items 2009-10-13
- Dealing with Customer Inquiries
- Businesses need mechanisms to respond to inquiries or requests for help from existing and potential customers. These customer helplines are essential for delivering support, service, advice, and information—and they add value to a business.To make sure your helpline is effective, staff it with knowledgeable people who have good interpersonal skills...
- Articles 2007-05-01
- SugarCRM, Telework Day, Symmetry and SAP, SunGard, Call Center Jobs, Parallels
- The news as of the first coffee this morning, and the music is Miles Davis's mind-blowing album "A Tribute to Jack Johnson," which I guess technically is a jazz album, but which rocks harder than most other albums released in 1971. Thanks to Mikal Gilmore for introducing me to it:SierraCRM...
- News items 2009-08-13
- HP Customer Contact Manager Version 5; Named a Product of the Year by Call Center News Service
- PALO ALTO, Calif.--BUSINESS WIRE--Jan. 26, 1999-- Hewlett-Packard Company today announced that the newest version of the HP Customer Contact Manager CCM advanced computer-telephony integration CTI software has been named a Product of the Year by Call Center News Service CCNS, publisher of the biweekly Call Center News Service newsletter.
- Research articles 1999-01-26
- HP Customer Contact Manager Version 5 Named a Product of the Year by C@ll Center Solutions
- PALO ALTO, Calif.--BUSINESS WIRE--Jan. 11, 1999-- Hewlett-Packard Company today announced that the newest version of the HP Customer Contact Manager CCM advanced computer-telephony integration CTI software has been named a Product of the Year by C@LL CENTER Solutions, a leading magazine for the customer service and support industry.
- Research articles 1999-01-11
- Aspect Software and Touchpoint Associates Provide Frontline Leadership Skills Training Through New Management Impact Program
- Aspect Software, Inc., the world's largest company solely focused on Unified Communications for the Contact CenterTM, the company's PerformanceEdge Group, and Touchpoint Associates, Inc., contact center consultants and industry thought leaders, today announced the availability of a new service focused on improving the skills of the contact center frontline manager...
- Research articles 2008-06-05
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