Call Center Management

Since the cost of staffing in most call centers is between 60 and 70 percent of the total budget, the incremental benefits of selecting the best solution for your operation and implementing it successfully are significant. Companies in the market for a workforce management tool today face a mind-boggling array of choices. Automated workforce management systems range from quite simplistic to highly complex, with a wide range of price tags to match. This paper will help contact center managers navigate the choices.

Customers and business leaders alike demand a great deal of contact centers which cannot easily be met using the simplistic approaches used to develop early, isolated contact centers. In order to provide a top-shelf customer experience, contact centers must adopt sophisticated processes which can evaluate and route calls quickly and effectively to the right agent, and which schedule agents based on their abilities as well as predicted call demand.

As more companies seek out performance management capabilities to gain a competitive advantage or keep pace with rivals who have already established an edge, the decision to build or buy a performance management solution must be considered. This paper will walk readers through the pros and cons of the build versus buy debate in order to help make practical business decisions for long-term success.

This 34 page guide readies you for a Salesforce Mobile rollout. Salesforce Mobile helps your mobile teams succeed by keeping them in touch with the latest data, whenever and wherever they need it, directly from mobile devices. With Salesforce Mobile, field professionals are prompted to log information directly in Salesforce or AppExchange apps immediately after important customer calls, emails, and appointments, so critical information is logged in near real time.

Today, companies can prosper from a wide range of computer telephony integration (CTI) solutions. CTI is the full integration of voice and data systems. The convergence of computer systems with call center operations adds increased scalability and muscle to existing business operations.

This white paper provides an overview of the basic elements to look for when buying a phone system. It surveysthe landscape of enterprise telephony today: the features available, the pros and cons of traditional and VoIPsystems, and the adaptability of new generation equipment to rapidly changing business needs.

Profound developments in business telephony have left some small businesses reeling under perceptions of a steep learning curve for expensive new products. But there’s no reason to be left behind. Affordability is the hallmark of the new generation in business telephony, thanks to hosted IP and other networked solutions. Is your business applying the new technology to best advantage?

This paper summarizes the key ingredients for a successful on-demand implementation. Find out how you can benefit from the knowledge gained by the Salesforce.com Global Services organization, as outlined in the seven domains described in this paper.

In this report, we’ll examine the strategy of migrating from premises- to cloud-based contact center software solutions—why it makes sense for some organizations, what to consider, and how a few real-world migration efforts have fared.

Get the contact center infrastructure that will do the very most for your organization, at the best price, by following this timely roadmap.

This brief case study illustrates how Sling Media's transition to a remote support solution with web-based chat realized a substantial cut in session times and an increase in customer satisfaction.

Leveraging a combined view of billions of daily web transactions-spanning millions of enterprise users across over 140 countries - Zscaler ThreatLabZ delivers the State of the Web Q3 2011 Report.

This white paper examines the performance figures obtained by the Riverbed Stingray Traffic Manager VA running on VMware vSphere 4.0.

Looking for expert advice on social media and its impact on the multichannel contact center but don't have access to an analyst firm to get the insight you need? This is your chance to gain that insight, free of charge.

Learn how to balance the positive and negative effects of memory utilization in virtual infrastructures to better handle system workload and priority--while improving server utilization

Learn how leading telecommunications companies are leveraging business intelligence, performance management and predictive analytics to increase revenue and improve operations.

Offshoring Is a Cost Effective Solution to Your IT Needs

The Mitel Freedom architecture provides organizations with a single stream, software-based

New technologies emerge every day, but not all of them pay off, and adopting them too early might be risky for your organization.

As the online channel becomes core and growth in traditional channels slows, businesses can use optimization services to gain competitive advantage and propel online revenues. Learn from these industry leaders.

Join Aternity, A Gartner Cool Vendor in IT Operations for a live demo on how Fortune 500 companies are leveraging our award-winning platform to deliver a user-centric approach to Proactive IT Management.

Ultra High Speed Internet, TV and local/long distance phone services combined into 1 superior service.

You've already taken basic cost-cutting steps and saved the easy money. You know that you need to dig deeper. But where should you start? What's killing your IT budget?

Use the IDS Low Administration ROI tool to assess potential savings and expenses in deploying IBM Informix Dynamic Server 11.

It’s not surprising that first contact resolution (FCR) is becoming a high priority among forward-looking contact center managers. Increasing the percentage of contacts resolved during the initial contact provides three great benefits; customer satisfaction goes up, operating costs go down, and contact-center generated revenue goes up. There are also potential downsides, like extended handle time as agents strive to keep the caller on-line until the issue can be resolved.