call center - contact
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Call Center Operations
White Paper The customer, a Swiss company specializing in development and marketing of workflow management software, had already had call center operations system partially implemented but would like to re-engineer... [03 May 2007]
Call-Center Comparison Guide
White Paper Compare these VoIP call-center vendors to find the best one for your business. So, you know that a VoIP call-center enhances customer service and, in return, helps... [09 Jul 2009]
Call Center Voice Biometrics Is Coming
White Paper In the call center world, voice biometrics is the ideal solution: it provides higher levels of authentication/verification, but keeps costs low by increasing process automation. Time is money, and a... [19 Apr 2007]
Bank of Ireland: Quality Service Through Call Center Transformation
White Paper Bank of Ireland realized that it needed not only to reengineer its call center delivery processes, but also to ensure that it provided the same level of out-standing service across channels to give a... [19 Jan 2007]
Telemarketing Japan Improves Call Center Service Levels, Reduces Capital Costs With Avaya IP Telephony
White Paper The challenge was to consolidate data center for unified management and operation, and to effect high availability and efficiency in distributed call centers. A shared Predictive Dialer System (PDS)... [10 Dec 2008]
Maximizing the Savings of Call Center Multi-Sourcing While Protecting Service Levels
White Paper Many companies are moving to multi-sourcing for call center agents, largely in pursuit of the cost savings that can come from flexibly tapping into a variety of labor pools. The trend is also growing... [11 Apr 2008]
Minimizing Risk in an Interrupt-Driven World: Life in the Outbound Call Center Regulatory and Policy Compliance Management
White Paper It's the classic outbound Call Center problem. This paper takes a look at the hidden call center risk points inherent in managing regulatory and corporate compliance and... [03 Apr 2008]
Minicom Answers the 911 of an Emergency Call Center
White Paper A major metropolitan police and fire department emergency call center consists of two rooms with the operators in one and the dispatchers in another. With the rooms being 100 feet apart, the single... [01 Apr 2009]
Afibel Improves Responsiveness of Call Center, Boosting Customer Satisfaction
White Paper The challenge was to modernize the applications used by telesales staff at the call center to make it more user-friendly and raise customer satisfaction and reduce training time of telesales sales... [30 Jun 2007]
Continental Airlines Modernizes Call Center Application With Web-Based Technology
White Paper When it came time to update its call center reservations system, Continental and its partner Infusion Development chose the Microsoft Silverlight browser plug-in to build the new reservations solution as... [30 Jul 2009]
UTI Bank Achieves 99.99% Uptime at Call Center With Red Hat Enterprise Linux & Red Hat Cluster Suite
White Paper The bank also wanted to allow call center agents to have an "Always connected" view of the database. An IVR extracts customer data, which is populated on the call center... [18 Apr 2007]
Security in the Call Center: Verifying Customer Identities Without the Inconvenience
White Paper While the Internet offers many advantages, the live interaction offered through the Call Center is still a preferred method for many customers looking to conduct business, update their personal... [05 Oct 2009]
Echopass Call Center On-Demand Enables Outbound Marketer to Efficiently Follow Up on Leads
White Paper Download this case study to learn why Infinite Mind ultimately chose Echopass Call Center On-Demand and how the solution has enabled the company to increase sales revenue per agent by 100 percent --... [13 Dec 2007]
Quality Service Through Call Center Transformation
White Paper Bank of Ireland realized that it needed not only to reengineer its call center delivery processes, but also to ensure that it provided the same level of outstanding service across channels to give a... [10 Dec 2004]
Training Top Call Center Employees
White Paper Chief among the volunteer-based organization's services is its Call Center Training program. SkillCheck's revolutionary new time-adaptive TalentScout/Call Center testing... [09 Jun 2006]
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