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Automating Your Call Center Feedback
Almost everyone has had a bad call center experience@due to long queues, ineffective interactive voice response (IVR) systems, or an agent who doesn’t

call back  live agent places a call back to the customer, or (2) an automated system does it (either while the guest is on the call, or shortly thereafter.) Each method has advantages, each has drawbacks. Overall, most centers find they receive the biggest benefit for the cost by choosing the automated solution. Why is Automated the Better Solution? For starters, any time an agent spends taking feedback, is time taken away from making new calls. That’s time spent on a customer who’s already been served, as Read More...
Business Process Outsourcing (BPO)
Business process outsourcing (BPO) services manage critical front- and back-office processes that can include human resources and accounting as well as customer-related services such as contact cen...
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Documents related to » call back


Has KANA Gotten Its Mojo Back? - Part 2
Part 1 of this blog series presented the opportunity of service economy and associated complexity of providing consistently an experience of customer service

call back  to the prospect, i.e., basically they treat it only as a cost center. PJ : What is the breadwinning product and door opener for KANA? What else is selling well? VN : Traditionally, KANA has been a leader in email management systems and KM systems.  KANA’s new SEM platform brings social, mobile, and BPM solutions to customer service and is performing very well. As described in Part 1, KANA offers agent desktop and self-service solutions on SEM that offer desktop consolidation and knowledge infused Read More...
Has KANA Gotten Its Mojo Back? - Part 1
In this service economy it is not surprising to hear about smart innovative companies whose businesses have been blossoming due to the superior customer service

call back  and style of the call center agent or  customer service representative (CSR) . Service Managers’ Tightrope Walk On the other hand, service managers are saddled with a tough balancing act amid competing business metrics and goals. Somehow, as miracle workers, they are supposed to control the costs (under ever more trimmed down budgets) of their service departments, and still become a  profit center , follow all the required corporate and regulatory policies, and, surely enough, keep all of their Read More...
Oracle Integrates Front and Back Office with Applications 11i
On September 27, Oracle took a major step towards providing a fully integrated front and back office applications suite by launching Oracle Applications 11i at

call back  Customer Intelligence, Sales Intelligence, Call-Center Intelligence, and E-commerce Intelligence. The suite will analyze sales and marketing campaign success, customer cost and profitability, sales pipelines, and customer service, allowing companies to not only track what customers have done, but also why they did it. Despite the new features, the enthusiasm was tempered somewhat by the timing of the release. It was originally intended for a fourth-quarter release, but has slipped to the first quarter Read More...
Instead of Discounting, Back Some Value Out of Your Proposal
Last minute discounting has become so prevalent that many companies have come to depend on it as their default sales strategy. Employing a go-to-market strategy

call back  it a discount, or call it a price adjustment, in this situation you've got face to reality and sell your products at a price the market will bear, or you won't sell very much at all. As a token concession to close the deal. I don't see a problem with rewarding a buyer for signing an order within your timeframe, for example. Understand, I would much rather provide other concessions that don't cost my company money and don't educate my customer that whenever I am going to ask them for an order, I am Read More...
Help Is on the Line for Call Center Challenges
Call centers typically struggle with two major issues: ensuring high quality multi-channel communication and dealing with high employee turnover.Multi

call back  on the Line for Call Center Challenges Call centers typically struggle with two major issues: ensuring high quality multi-channel communication and dealing with high employee turnover. Multi-channel communication is no longer optional for call centers, as customers are used to having many options for interacting, ranging from phone and text to e-mail and social media. However, maintaining the quality of interactions across channels and reducing queuing and routing times have always been on the list of Read More...
Off-shoring: Are You Getting Your Money's Worth?
Are companies that offshore software development, call center operations, and remote implementations really saving money? Are customers and users realizing

call back  software development remote implementation call center support regulatory compliance For each area, the article defines the extent of the exposure, negative outcomes, and ways to mitigate the problem. In this article a scenario is painted of a US-based company using an offshore company. While most off-shoring is flowing out of the US, don't think that other countries are not affected. The language may change, but the same problems exist. Software Development At some point in the implementation of an Read More...
How to Save $20,500 on Call Center Software
Even if you only have a few agents fielding customer service calls, call center software can give your business a more professional interface with customers

call back  to Save $20,500 on Call Center Software Even if you only have a few agents fielding customer service calls, call center software can give your business a more professional interface with customers. This white paper discusses the benefits of call center software, features of call center software, and the costs you can expect when you start using call center software. There is also a cost breakdown that shows you how to save money on your call center software. Read More...
Best Phone Systems for a Successful Call Center
The phone system in your call center should help you achieve some very specific objectives, such as: increasing revenue opportunities, reducing costs

call back  Systems for a Successful Call Center The phone system in your call center should help you achieve some very specific objectives, such as: increasing revenue opportunities, reducing costs, maximizing productivity, and improving customer satisfaction. This paper reviews seven leading call center phone systems in order to help phone system buyers make the right purchasing decisions on phone system features, reliability, scalability, and cost effectiveness. Read More...
Great Plains Reports Financial Results for the Second Quarter
On December 16, Great Plains Software, Inc., a leading provider of fully integrated front office/back office e-business solutions for the mid-market, announced

call back  financial performance (See Fig.1) calls into question other vendors' attempts to justify their dismal results in 1999 by attributing it solely to the market downturn due to the Y2K date resolution. We believe that the following are the factors of the company's success formula: very strong branding and penetration within the Small-to-Medium Enterprises (SME) segment of the ERP market; a uniquely developed, extensive partner channel within the industry (over 1,600 knowledgeable and experienced partners); Read More...
Optimizing the Supply Chain: Back to Basics
As economic conditions worsen, organizations are stumbling on variety of customer demands ranging from superior services to lower costs. These extra

call back  the supply chain can drastically improve the performance of the organization. As companies around the globe look towards internal processes for reductions in cost, they are adopting more synchronized manufacturing to gain a competitive edge. Read More...
MAPICS Back On Track, But Not Without Restructuring Pains
On August 23, MAPICS, Inc., one of the leading mid-market ERP vendors, announced that it is taking steps to reduce costs through a restructuring plan. Earlier

call back  Back On Track, But Not Without Restructuring Pains MAPICS Back On Track, But Not Without Restructuring Pains P.J. Jakovljevic - September 11, 2000 Event Summary As announced in a press release from August 23, MAPICS, Inc., one of the leading mid-market ERP vendors, announced that it is taking steps to reduce costs through a restructuring plan that includes directing a greater proportion of its resources on the worldwide growth opportunities for its newest extended enterprise solutions for manufacture Read More...
Direct 500, LLC
Direct 500In today's world of highly competitive distribution sales, businesses are looking for ways to improve their call center, estore and catalog sales

call back  ways to improve their call center, estore and catalog sales channels. Direct 500 is designed for organizations with multiple selling channels. Businesses often implement multiple software solutions to meet these many different business requirements. For Example, sales order entry and inventory management, a hosted eCommerce site that is not connected to their ERP software, spreadsheets to track marketing campaigns and many manual processes to overcome the shortcomings of a non-integrated solution. Direct Read More...

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