Like anything else in the business world, Customer Relationship Management CRM requires a necessity to stay in-tune with the latest communications technology. You either adapt to stay in the game or fall way behind the competition. This statement especially rings true for call centers as new technologies, applications and call...
This paper explores how Internet Protocol IP can be leveraged to lower the cost of enhancing customer service via your contact center. IP is a critical enabler for multisite contact centers, providing the underlying technology that lets you cost-effectively extend your contact center to locations anywhere around the world �...
Cisco Systems believes that the video-enabled contact center offers significant cost reduction and revenue generating opportunities. Contact centers that move to video-enabled communications will see their operations break through current constraints to previously unprecedented levels of productivity, service quality, customer satisfaction, and brand loyalty. Demonstrating products rather than just describing...
Advanced self-service applications and the power of IP networking are changing the face of the modern contact center. But badly implemented self-service applications often fail in their key promise to reduce agent workloads, since annoyed customers quickly abandon the self help channel to seek help from a live agent. To...
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...
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...
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...
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...
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...
Until recently, customer interaction technologies were often considered too complex and costly for all but the largest businesses to justify. But today that picture has changed. Encouraged by declining technology costs, changing customer expectations and pressured by competition, small and mid-size companies are investing in key customer service building blocks...
Businesses are sitting on a gold mine - a treasure of customer information locked inside their contact centers. It is ironic that after half a decade the concepts of business intelligence and customer experience management have not been delivered but instead have become the mantra of recording vendors and a...
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...
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...
Contact center infrastructure outsourcing is a topic of interest to any company that wants to lower costs and risk levels, while at the same time maintaining excellence in customer service. Despite sharing some similarities with full outsourcing and contact center hosting, infrastructure outsourcing offers a larger degree of operational flexibility....
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...
Heightened regulations, savvy consumers, overseas competition, dated infrastructures, climbing costs - the challenges facing the contact center community are many. Given these wide-ranging challenges, businesses are looking beyond the traditional piecemeal approach of individual contact center products and isolated capabilities. In turn, providers are responding with a fundamental shift towards...
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....
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...
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...
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...
