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Call Center Management

Management of Call Centres involves balancing the requirements of cost effectiveness and service. Callers do not wish to wait in exorbitantly long queues until they can be helped and so management must provide sufficient staff and inbound capacity to ensure that the quality of service is maintained. However, staff costs generally form more than half the cost of running a call centre and so management must minimise the number of staff present.
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White Paper Published By: Interactive Intelligence     Published Date: Feb 14, 2012
Integrating social media for customer care isn't really the question for businesses anymore.
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call center management, call center software
    
Interactive Intelligence
White Paper Published By: Interactive Intelligence     Published Date: Feb 14, 2012
Read what makes the Interaction Center Platform a true-all-in-one solution for the contact center, the enterprise and the cloud, from Interactive Intelligence president and CEO Don Brown, and Tim Passios, senior director, Solutions Marketing.
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call center management, call center software
    
Interactive Intelligence
White Paper Published By: Sybase PowerBuilder     Published Date: Jan 19, 2012
Sybase PowerBuilder has remained throughout the years a bastion of application development productivity for a wide class of enterprise applications that combine database access with a highly productive graphical user interface (GUI).
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sybase, powerbuilder, data, development, applications
    
Sybase PowerBuilder
White Paper Published By: Oracle Global Marketing     Published Date: Nov 16, 2011
Learn how to meet expectations on the evolving consumer journey through the cross-channel commerce landscape of today, driven by technical trends.
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ecommerce, business research, enterprise technology, it solution, retail applications
    
Oracle Global Marketing
White Paper Published By: Oracle Global Marketing     Published Date: Nov 16, 2011
This whitepaper takes a look into opportunities for organizations to provide a superior experience focusing on integrating a CRM eCommerce solution.
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ecommerce, business research, enterprise technology, it solution, retail applications
    
Oracle Global Marketing
White Paper Published By: BMC Software     Published Date: Aug 05, 2011
The survey findings paint an interesting picture - and an interesting disconnect. The very features that businesses are demanding before they will move to a SaaS solution (such as proven cost-effectiveness advantages over on-premise solutions) are benefits that many businesses are already enjoying from their SaaS solutions.
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bmc software, smb it decision maker guide, best practices, software as a service, saas solution
    
BMC Software
White Paper Published By: BMC Software     Published Date: Jul 01, 2011
Help Desk software as a service is attractive to many IT departments. It offers the same benefits of traditional IT help desk solutions, in addition to reducing capital expenses, accelerating implementation, and providing easier upgrades. This paper explores considerations for implementing IT service management in-house or as a service.
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service management, bmc software, itil, saas, help desk software
    
BMC Software
White Paper Published By: SAP     Published Date: Mar 28, 2011
See how SAP has combined SAP Business Communications Management with implementation services to help you quickly and predictably improve customer service and reduce operational costs in inbound contact centers. The all-IP contact-center solution works with SAP CRM to further increase customer service benefits.
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sap, sap business communications management, sap crm, ip networks, call center management
    
SAP
White Paper Published By: SAP     Published Date: Mar 24, 2011
Between May and June 2010 Aberdeen examined the experiences and intentations of more than 170 service and manufacturing enterprises in the use and selection of non-field based service delivery channels enterprises.
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multi-channel service delivery, service delivery, multi-channel framework, traffic management, application performance management
    
SAP
White Paper Published By: Cisco     Published Date: Mar 10, 2011
Read this white paper to recognize the most vital features of any business phone system.
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cisco, business phone system, voice over internet protocol, voip, ip networks
    
Cisco
White Paper Published By: Cisco     Published Date: Mar 10, 2011
Find out how deploying a company-wide voice over Internet protocol (VoIP) solution is one of the best ways to realize cost reduction across the organization.
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cisco, business phone system, voip, voice over internet protocol, voice communication
    
Cisco
White Paper Published By: Cisco     Published Date: Mar 10, 2011
Read here to know the five ways businesses are taking advantage of new VoIP technology to save money.
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cisco, business phone system, voip, voice over internet protocol, voice communication
    
Cisco
Webinar Published By: Avaya     Published Date: Feb 03, 2011
Every small business strives for it: the ability to make their people more productive and responsive - to customers, vendors and each other - while keeping costs in check. To do more, with less. Maximizing productivity is critical to operating efficiently and profitably in today's challenging business climate. And small and medium size businesses often overlook one innovative technology that is proven to deliver results: IP Telephony.
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avaya, gps, wireless communications, wireless phones, call center management
    
Avaya
White Paper Published By: Focus VoIP     Published Date: Jan 19, 2011
NEWLY UPDATED: Save time researching business phones with our free Midrange IP Phone Comparison Guide.
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altigen communications, nortel networks, ip phone, cisco systems, shoretel
    
Focus VoIP
White Paper Published By: Focus CRM     Published Date: Jan 13, 2011
Before you implement CRM at your growing company, learn more about the real-world issues that accompany such growth, and how to apply systems and systematic thinking when dealing with those issues.
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midsize companies, mitch lieberman, contact management, experts guide, mark tamis
    
Focus CRM
White Paper Published By: Focus CRM     Published Date: Jan 13, 2011
Whether you work for a small business, a medium-sized enterprise or a huge corporation, there's a solution that will fit the bill. This is a must read comparison guide.
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focus crm, customer relationship management, sfa, sales tools, marketing automation
    
Focus CRM
White Paper Published By: LifeSize, a division of Logitech     Published Date: Jan 12, 2011
Why Ease of Use and Quality of User Experience Are The Most Critical Criteria for Successful Videoconferencing Deployments.
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lifesize, videoconferencing deployment, ip-network, user experience, telecommunication
    
LifeSize, a division of Logitech
White Paper Published By: LifeSize, a division of Logitech     Published Date: Jan 12, 2011
ROI helps facilitate project approvals internally and can be used as a catalyst for value derived through implementation of a product. Value can be derived from hard dollar savings, improving time to market for your own product or service, bring experts together in a "virtual" room, and in other ways.
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lifesize, videoconferencing, roi, telecommunication, ip networks
    
LifeSize, a division of Logitech
White Paper Published By: LifeSize, a division of Logitech     Published Date: Jan 12, 2011
There are key points to consider when looking for a videoconferencing system. As independent Telecommunications and IT consultants, part of what we do is to evaluate various products and systems regularly for mid-to-large enterprise clients, from 500 to over 30,000 employees. At a high level evaluation elements include costs, technology and features, and service.
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lifesize, roi, telecommunication, best user experience, ip networks
    
LifeSize, a division of Logitech
White Paper Published By: LifeSize, a division of Logitech     Published Date: Jan 12, 2011
As an industry expert in VoIP and UC technologies, I am personally declaring "2011 as the Year of Videoconferencing". Yes videoconferencing is here and it's going mainstream - BIG time. Read this white paper to find out why.
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lifesize, roi, telecommunication, voip, web conferencing
    
LifeSize, a division of Logitech
White Paper Published By: Infor     Published Date: Jan 03, 2011
Taking full advantage of each customer interaction has become a strategic imperative. And customer-oriented companies in a wide range of industries must focus on developing a contact center that drives effective, consistent customer interactions and builds long-term customer loyalty. In this white paper, learn how leading organizations empower the contact center.
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infor, customer interaction, contact center, customer loyalty, roi
    
Infor
Webinar Published By: Infor     Published Date: Jan 03, 2011
View the Infor CRM Epiphany E-mail Advisor online demonstration to see first-hand how your e-mail campaigns can rise to their full potential.
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infor, e-mail advisor demo, contact interaction, e-mail marketing, call center management
    
Infor
Case Study Published By: Infor     Published Date: Jan 03, 2011
For CDS Global, Infor CRM Epiphany Interactive Advisor is being used to create real-time customer profiles based on historical, personal, and contextual data. Using a combination of real-time analytics and business rules, the data is analyzed to identify the highest-impact offers in real time so that the CSR can make an attractive offer during the call.
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infor, cds global, interaction advisor, real-time customer profile, analytics and business rules
    
Infor
White Paper Published By: LiveOps     Published Date: Nov 15, 2010
While delivering software as a service (SaaS) from the cloud has distinct advantages, the market is so filled with hype, it is difficult to decipher between what is myth and what is reality.
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liveops, contact center, security, cloud, virtualization
    
LiveOps
White Paper Published By: IBM Software     Published Date: Nov 04, 2010
Read this white paper to leverage business intelligence, performance management and predictive analytics to increase revenue and improve operations.
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ibm cognos, business analytics, performance management, predictive analytic, customer service
    
IBM Software
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