Contact Center Management

In this case study, Northbrook Consulting wanted their remote support solution to include multiple session capabilities. Learn how NTR's Remote Support was their solution. In order to reduce support costs and improve customer service many organizations are seeking a way to better support their existing customers while also attracting new customers. In this case study, learn how Northbrook IT Consulting Group transitioned to NTR's global remote support solution, which...

This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment. Consolidation 2.0 is the latest and most effective call center consolidation strategy. Its core concept is simple: to consolidate the many, diverse activities of the enterprise contact center on a single virtual platform that supports the global distribution of contact center agents.

This white paper explains the benefits of...

Bowen & Groves was voted Best in Class Winner for 6 years running and recognize industry solution providers. Bowen & Groves was voted Best in Class Winner for "Best After Sales Support in the AMERICAS & the EMEA Region" by the members of ContactCenterWorld.com. The Members' Choice Awards have been presented for 6 years running and recognize industry solution providers.

Topics:
Customer Service
Industry Solution Providers
Sales Support
Awards

John Ragsdale, VP of Research for SSPA makes a business case for improving first contact resolution and explain how it links to significantly reduced operating costs and increased customer loyalty. John Ragsdale, VP of Research for SSPA makes a business case for improving first contact resolution and explain how it links to significantly reduced operating costs and increased customer loyalty.

Attend this Webinar to learn how:

• Remote-support technology is a key

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This whitepaper shows you how contact centers can deliver differentiated customer service, build more profitable customer relationships and demonstrate the ROI on customer interaction solutions. Leading financial firms now understand the value of highly intelligent, fully integrated and profit-minded contact centers. By enabling multi-channel interaction, delivering a full-spectrum view of the customer and providing real-time guidance to agents,...

In this webcast from Numara Software industry leaders will teach you how to be sure that your support structure is running effectively. It will discuss and present solutions for all major issues that support centers encounter. Are you delivering support both effectively and efficiently? Your support structure affects both the effectiveness of the service you deliver to your customers and its efficiency. It also influences how happy your analysts are in their jobs. Your...

This white paper is intended for executives who are seeking to understand why SIP (Session Initiation Protocol) is a must-have technology for the contact center today, and how SIP-enabled IP solutions can help align you with your goals. As enterprises continue to embrace virtualization, IT staffers see a need for better management tools for this key new technology. 75 percent of IT managers call virtualization management important to their operations, according to an October...

From this 15-minute podcast, you'll walk away with ideas about how real-time analytics can enhance call center performance and how to execute on a real-time strategy in your call center. With every call center interaction, customers provide valuable insight that can be used to improve the customer experience and make the call center more profitable. The challenge is sifting through this information and analyzing it to make better decisions. There are tremendous benefits to...

Real-time CCPM solutions give contact center management an objective and quantifiable method for identifying, capturing and communicating customer or operational issues quickly enough to prevent them from causing more damage. Almost every department in an enterprise - sales, marketing, manufacturing, R&D, operations, credit and IT - impacts the customer experience. While the contact center handles calls, emails and chat inquiries from customers,...

This white paper is intended to give you a sense of what these new proactive management technologies can do for you, and to help you establish criteria for evaluating products in this arena. Proactive Contact Center Management is a term we're just beginning to see in the market. Coined by some new players in the contact center management space, it's intended to differentiate management based on historical facts from management of the here-and-now. For companies that...

This white paper discusses how companies can transform customer service by applying intelligent business rules for optimal efficiency and a competitive advantage. Unlike traditional IVRs, the iCFD combines customer data from across the organization together with business logic to create a more personalized customer experience. By blending intelligent routing, integrated self-service, agent-assisted service, targeted marketing, callback, and...

Cingular wanted to meet a goal of answering 92% of all customer calls before abandonment, without adding staff. This case study shows how Informiam, helped them reach that goal. Cingular considered hiring a consulting company to write custom call center reports or a vendor to custom-build an entire call center application. It even considered trying to write an application with internal resources.

After careful consideration, it chose Informiam, which had a...

Download the new business paper, The intelligent Customer Front Door: Rolling Out the Red Carpet for Increased Customer Satisfaction and discover how your contact center can actually anticipate customers' needs and allow them to control the interaction. Your contact center serves as your company's virtual front door. How you greet customers determines whether they continue doing business with you. Long wait times, the need to repeat information, and multiple transfers all...

Let's examine the pros and cons of each as well as different situations where one or the other is the ideal match for your service desk strategy. You are considering outsourcing your contact center or employee help desk function, and you can't decide whether to look at onshore or offshore options. While cost is a factor, are there certain instances when onshore outsourcing makes more business sense than offshoring? Let's examine the pros and cons of each as well as...

In this E-Guide, you will find a list of important questions that should be asked of you and your organization when you are considering a unified communications implementation. Unified Communications--everyone seems to see great value in its implementation, but how does the enterprise evaluate the move to unified communications (UC)? Since UC is sold on human productivity improvements, who within which parts of an organization will benefit? UC is of greatest value when both ends...

This e-guide that takes you through the latest contact center technologies, and how they can help you develop brand differentiation, elevate customer loyalty, and keep costs low – even when everyone is tightening their budgets. Riding out any economic recession can be tricky. But this white paper will help your company prosper during the downturn we're in right now. Follow these tips, and when the recession ends (because they all do), you'll come out the other side unscathed and...

This paper is designed to help enterprises understand how Avaya, with its broad portfolio of systems, applications, built-in recovery features and professional services, can help plan and execute a solid approach to communication continuity preparedness. There has been a growing recognition about the critical importance of Disaster Recovery and Business Continuity. This is a decade marked by catastrophic natural disasters and man made disruptions such as terrorist...

This paper discusses several issues related to implementing a telecommuting home worker program for contact center agents. Certainly, the particular requirements of each company will dictate the extent to which these and other concepts are implemented. This paper examines the implementation of telecommuting capabilities, from an operations management perspective. Based on experience of the Avaya Business Communications Consulting (BCC) team, the paper addresses...

This paper summarizes for contact center managers the facts and fiction regarding the environmental benefits of home agent programs. In addition to being good for the environment, Home Agent programs can have many positive impacts to your bottom-line.

Using home agents allows contact centers to tap into large pools of available job candidates. Geography need not be a barrier to recruiting and retaining talented people.

When agents have high levels of job satisfaction...

Extraordinary Customer Service explores the contact center as a strategic part of your enterprise--where you can leverage differentiated services to provide a superior customer experience that can build brand loyalty and increase profits. 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. Extraordinary Customer Service...

Employing home agents allows you to expand and improve your call center team. And they can be a form of insurance to keep your business running if disaster strikes. This white paper contains best practices for developing a Home Agents program. Home agents represent an opportunity to expand and improve your call center team. And they can be a form of insurance to keep your business running if disaster strikes.

A home agent is a contact center agent who works solely from home. The best...

Explore a three-part guide to identifying the potential presented by Internet Protocol (IP), building a business case for migration to IP and ultimately designing and implementing an IP infrastructure. Internet Protocol (IP) has altered the technical and economic landscape for multi-site contact centers. It gives IT managers enhanced, easier-to-use and more cost effective tools for building, consolidating and extending multi-site contact center environments. Implementing a...

This paper explores how Internet Protocol (IP) can be leveraged to lower the cost of enhancing customer service via the contact center. As contact centers mature and take on more complex, high-touch customer transactions, enterprises are turning to IP as a cost-effective method of simplifying their operating environments and reducing total cost of ownership (TCO) while gaining a competitive advantage. The latest multisite contact center architecture accomplishes this by...

This document discusses the need for unified I/O and describes the phases of unified I/O along with FCoE deployment and the benefits of each phase. This document discusses the need for unified I/O and describes the phases of unified I/O along with FCoE deployment and the benefits of each phase.

FCoE is a compelling technology for enabling unified I/O in the data center. Cisco is committed to developing, supporting, and promoting the FCoE technologies required to facilitate this...

Virtualization in the data center is widely accepted and deployments are growing at a fast clip, the advantages of virtualizing servers, networks and storage are compelling: consolidating and utilizing resources. Server virtualization creates a disparity between physical and virtual environments in terms of managing and securing data-SAN management software depends on physical attributes of devices, which virtualization masks. This white paper explains how...