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- Examining the health of your call center
- The first step toward delivering world-class customer service in today's environment is to separate the different components that contribute to a successful call center, and evaluate your performance in each area. This tutorial introduces the Contact Center Model, which breaks the call center into its five key components – Strategy,...
- White papers 2003-01-01
Additional Resources
- Sify Launches 'Hosted Contact Center Solutions'
- Partners Aspect Software to Revolutionize India's Customer Contact Center Model
- Research articles 2007-08-22
- Promero Launches "Hosted Hybrid" Model For Oracle's Contact Center Anywhere Solution
- Call center and CRM software reseller Promero is now offering a "Hosted Hybrid" hosted call center solution featuring Oracle's Contact Center Anywhere solution. This managed contact center service offers to medium-tolarge call centers (100-plus seats) the financial benefits of leasing the Oracle software while hosting the application at a data...
- Research articles 2007-10-01
- CosmoCom Recognized as Visionary Among Contact Center Vendors in Magic Quadrant; Research Highlights Growing Awareness and Acceptance of CosmoCom's Contact Center On-Demand Model
- MELVILLE, N.Y. -- CosmoCom, The Contact Center On-Demand specialist, today announced that it was named by Gartner, Inc. as a visionary in its Contact Center Infrastructure Magic Quadrant for North America, 2006 report dated February 8, 2006.
- Research articles 2006-03-14
- Aastra Intecom Announces Strategic Alliance Program for CVCC™; Model Allows Sales Agencies to Offer Hosted Contact Center Solution with Low Risk, High Return
- DALLAS -- Aastra Intecom today introduced a strategic alliance program for VARs and strategic partners to offer its Hosted Contact Center solution, CentergyR Virtual Contact Center, to their customers as a value-added service with no capital investment.
- Research articles 2006-08-21
- 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
- Hosted Contact Centers Shift Into High Gear
- The hosted contact center market is moving out of the early adopter stage with immense future growth potential according to a new Frost & Sullivan white paper titled: " THE HOSTED MODEL: Why It's Revolutionizing the Contact Center Industry ." Contact center executives, managers and decision-makers who are evaluating...
- Research articles 2007-08-06
- Call Center Outsourcing
- The do's and don't of call center outsourcing, Creating a successful outsourcing relationship. In an ideal world a contact center outsourcing relationship should see the provider as a seamless extension of the company's business model. The relationship represents a clear transformation of vision, mission, strategy and needs from one...
- White papers 2003-01-01
- The Do's and Don't of Call Center Outsourcing
- The do's and don't of call center outsourcing, Creating a successful outsourcing relationship. In an ideal world a contact center outsourcing relationship should see the provider as a seamless extension of the company's business model. The relationship represents a clear transformation of vision, mission, strategy and needs from one...
- White papers 2003-01-01
- Contact Center Veteran Wes Hayden Joins LiveOps
- LiveOps, the virtual call center company, today announced the addition of several key executives to its leadership team as the company continues to execute against its high-growth strategy in the call center marketplace. The appointments include Wes Hayden to president, Paul Lang to senior vice president of Product Management...
- Research articles 2008-12-03
- Contact Center on Demand
- Seventy-nine percent (79%) of Best-in-Class BIC firms see optimizing their service delivery model as a way to reduce up-front technology costs to increase availability, according to Aberdeen, a Harte-Hanks company (NYSE: HHS). Furthermore, by utilizing a hosted model, 65% of BIC companies see benefits from flexible On Demand licensing and...
- Research articles 2007-09-06
- Scotiabank: Next Generation Contact Center
- Scotiabank, the third-largest bank in Canada in terms of market capitalization and asset size, had delivered solid financial performance in the past decade. However, the vice chairman of Scotiabank's Domestic Bank realized that no single business unit was focused on the profitability and experience of its 5.46 million mass-market customers....
- Case studies
- 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
- Capgemini to Open 600-Seat Contact Center in Junction City, KS
- New Site Confirms Commitment to Delivering the Right Skills in the Right Location for Clients through Rightshore[TM] Business Model
- Research articles 2007-03-07
- 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
- Five9 Sponsors Aberdeen Benchmark Report on Call Centers
- Five9, Inc., the leader in on-demand call center solutions, today announced its has sponsored a recently released report titled "Contact Center on Demand: Right Price - Right Results" from Aberdeen, a Harte-Hanks Company (NYSE: HHS). The benchmark report details how Best-in-Class BIC call centers see optimizing their service delivery...
- Research articles 2007-09-11
- Will Zappos Change Post Amazon? Q&A With Bill Cusick
- Two giants in online retailing are merging with the announcement that Amazon.com is buying shoe store Zappos.com in a cash and stock deal estimated at just under $928 million. A question on the minds of many loyal Zappos customers is: How will the store change? Management of both companies are...
- Blog posts 2009-07-24
- Soundbite 6.0 Wins Prestigious Best of Show Award at Annual Call Center Exhibition
- Call Center Magazine Editors Applaud SoundBite's Automated Voice Messaging Solution for its Enterprise-wide Management and Cost-Effective Hosted Model BURLINGTON, Mass. -- SoundBite Communications Inc., a leading provider of hosted, automated customer contact solutions, today announced that the SoundBite 6.0 automated voice messaging solution was named "Best of Show" at...
- Research articles 2006-11-06
- Model 4860 air conditioning, heat pump, water coils: Unico Inc.: booth 2423. (New Products Set To Take Center Stage).
- The Model 4860 air conditioning, heat pump, and hot and chilled water coils (4 to 5 tons) now have greater surface areas, allowing for greater cooling and heating capacities, the company says. They also feature UPC-67 plastic slotted outlet (1/2 to 8 inches) and UPC-101 slotted...
- Research articles 2003-01-13
- The Echopass EchoSystem: Customized, Scalable, and Affordable Service Integration
- Download this Echopass white paper for an overview of the Echopass EchoSystem, an integrated, on-demand call center platform that can meet all your e-service, contact center, and CRM needs. This short paper highlights the unique value proposition that the on-demand service model offers and explains how the "affordable and exquisitely...
- White papers 2006-04-01
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