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- 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
- Shopping for Customer Care Services? - Don't Bring Your Watch to a Shoemaker
- Due to the similarities in physical office design and the use of call center technology, even an industry expert may find it hard to tell the difference between a telemarketing center and a customer care center at first glance. Nonetheless, these are very different businesses for some deeply nested reasons...
- White papers 2003-11-10
- Getting the Most out of Your Call Quality Program?
- Article discusses that one of the methods for improving customer satisfaction is call quality monitoring. It can also improve overall call center performance, reduce callbacks, identify training or process improvement opportunities, and facilitate employee development. "Call quality monitoring" refers to the process of listening to or observing an agent's phone...
- White papers 2003-11-05
Additional Resources
- Envision Telephony, Inc. Wins ContactCenterWorld.com's Members' Choice Awards; Contact Center Customers Award Envision for Best Performance Management Solution and Best Recording/Quality Monitoring Solution
- SEATTLE -- Envision Telephony, Inc., a leading global provider of software solutions for the contact center and the enterprise, announced today that it has received two 2006 Members' Choice Awards from ContactCenterWorld.com, the global support organization for contact center industry professionals. Envision received the 2006 Members' Choice Awards for Best...
- Research articles 2006-05-23
- UniPress Software Wins 2005 ContactCenterWorld.com Members' Choice Award for Best Help Desk Solution in Americas Region
- EDISON, N.J. -- UniPress Software, Inc., a leading provider of 100% web-based service desk automation software targeting the mid-market, today announced that it has received the 2005 ContactCenterWorld.com Members' Choice Award for the best help desk solution in the Americas region. The award recognizes a company's excellence as judged by...
- Research articles 2005-03-09
- American Systems Wins ''The Best'' Contact Center Award
- CHANTILLY, Va. -- The U.S. Navy Global Distance Support Center GDSC was recently recognized as the "Best Contact Center" in the Americas with less than 50 agents, by ContactCenterWorld.com. The judging, which included more than 130 entrants throughout nine categories, and award ceremony took place in Dallas, Texas, at ContactCenterWorld.com's...
- Research articles 2006-05-11
- SITEL Named Top Contact Center Outsource Provider
- Wins Top ContactCenterWorld.com Awards in Seven Categories OMAHA, Neb. -- SITEL Corporation (NYSE:SWW), a leading global provider of outsourced customer support services, announced today its designation as top provider in seven ContactCenterWorld.com 2006 Outsourcer Rankings and Award Categories. SITEL was recognized in categories such as top provider in...
- Research articles 2006-09-28
- Using Telemarketing to Support Marketing Campaigns
- Telemarketing can be an effective tool for increasing sales and customer response rates. Customers often find it simple and convenient to do business over the phone.When incorporating telemarketing into your sales program, take a systemic approach, using it to enhance other sales and marketing programs. Telemarketing provides opportunities to increase...
- Articles 2007-09-28
- FrontRange Solutions Wins 2005 Members' Choice Award for GoldMine
- PLEASANTON, Calif. -- Users Vote in Prestigious ContactCenterWorld.com Awards Program to Name GoldMine "Best CRM Solution, EMEA"
- Research articles 2005-02-28
- AMERICAN SYSTEMS Support Center Awarded Top ContactCenterWorld.com Honor
- International Award Cites Contact Center for Ninety-Six Percent First Call Resolution Rate, 100 Percent Customer Satisfaction Rate
- Research articles 2006-12-12
- FrontRange™ HEAT® Wins Honors as ''Best Help Desk Solution''; More than 3,000 Customers Voted in ''2006 Members' Choice Awards'' by Rich-Content Site ContactCenterWorld.com
- DUBLIN, Calif. -- Voters Rank HEAT #1 as the Best Help Desk Solution in the Americas
- Research articles 2006-04-14
- Envision Telephony Receives 2007 Members' Choice Award from ContactCenterWorld.com
- Voted First Class in Customer Service for Recording/Quality Monitoring
- Research articles 2007-08-14
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