contact center
How much is social media's impact on one of the more critical areas of business—customer service?
The IT / BPO industry is consistently evolving and has moved from outsourcing primarily for cost benefits to gaining strategic importance in business for clients and users of IT / BPO services. Similar to other industries such as manufacturing, IT / BPO industry operates on a delivery model with the objective of utilizing resources from different regions to optimize delivery of services.
Creating a positive customer experience continues to be a major goal for organizations around the globe. Businesses that succeed in delivering these positive experiences will enjoy "good profits and true growth" based on increased satisfaction and loyalty. Advanced skills-based routing offers a substantial increase in capability for the management of customer experiences. This white paper discusses the benefits of advanced skills-based routing in the contact center.
Rostrvm Solutions urges contact centers to put more importance on back office performance. The company also highlights Computer Telephony Integration and desktop virtualization as potential cost savers.
Many businesses have created organizational siloes internally that perform specific jobs well. But limited interaction has meant that success is difficult to replicate and attempts to integrate lead to conflict. This Aspect Software bulletin discusses lessons that can be learned in the use of unified communication to improve overall operation. The lessons are gleamed from how contact centers use unified communication to improve productivity and customer satisfaction.
Businesses are losing customers due to bad experiences with contact center.
Despite the global recession plaguing most technology markets, contact center workforce management (WFM) software had a banner year in 2009 -- but the market still faces a significant problem, according to a recent report.
AUSTAR, a subscription television provider in Australia, and TeleTech, a global business-process outsourcing company based in Colorado, are realizing significant increases in productivity, reduced costs and improved customer care by deploying Cisco Contact Center collaboration solutions.
ASC (www.asctelecom.com), a global provider of innovative solutions to record, analyze and evaluate communications, promises to demonstrate its new quality monitoring solution, INSPIRATIONpro 10.0, at the Customer Contact Management Summit, Warsaw, Poland, at Courtyard by Marriott Hotel, on April 22-23, 2010.
Managing a workforce of 465 remote agents across the country, serving customers directly from the Web or via a variety of partners, left PlumChoice Inc.'s contact center managers swimming in Excel reports.
Knowledge Central Multiple
Knowledge Central
Convergys Corporation has activated a new, state-of-the-art command center in the Philippines. This new secure facility strengthens Convergys' capacity to monitor and manage the huge call volumes coming into its contact centers and through its communications network around the world.
How much is social media's impact on one of the more critical areas of business—customer service?
Set realistic goals and enforce them recommends Gartner
Rising demand for medical care are overwhelming health services and governments resulting in more time being spent on managing than treating. Critical to easing this new management burden is the creation of systems that facilitate information exchange. This paper looks at the development of electronic personal health records and the challenges it poses to all members of the ecosystem.
When Sri Lanka's Department of Education wanted to update its certificate printing process and hardware, security was at the top of its requirements. The aim is to eliminate fraudulent examination certificate results. The solution provided needed to be easy-to-use, compatible with the existing information in the DOE database and have the ability to create certificates bilingual in English and Sinhalese. This case study explains why the DOE selected the Lexmark Ultra Violet (UV) Secure Print solution.
CIMB Group aspires to advance by focusing on its core themes of regionalization, optimization and innovation. In its rapid expansion, CIMB faced a significant challenge in the effort, time and cost associated with managing ever-growing business performance demands.
