Home >
> Contact Management
|
 |
|
|
Contact Managers are programs that enable people to keep track of their associates and tasks. Contact managers are used by salespeople, customer service representatives, and managers.
There are two types of contact managers: Software that you install on your personal computer or intranet and hosted applications (ASP). |
 |
|
Results 1 - 25 of 30 matches |
Sort Results By : Published Date | Title | Company name |
|
|
Helping Contact Center Agents Improve First Contact Resolution |
|
|
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.
Download Now
|
 |
|
|
|
Realizing the Full Promise of Workforce Management Technology |
| By :IEX |
Published Date: May 07, 2008 |
|
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.
Download Now
|
 |
|
|
|
Performance Management: Build Versus Buy |
| By :IEX |
Published Date: Apr 25, 2008 |
|
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.
Download Now
|
|
|
|
|
Making the Complex Simple: Efficient and Effective Contact Center Growth |
| By :IEX |
Published Date: Apr 14, 2008 |
|
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.
Download Now
|
|
|
|
|
The Power of Choice with Microsoft CRM |
|
|
Attend this session to discover a customer relationship management (CRM) solution that works the way you do, the way your business does, and the way technology should. We explore how Microsoft Dynamics CRM delivers a familiar Microsoft Office Outlook interface to create a productive work environment. We also illustrate the powerful workflow and integrated reporting capabilities in Microsoft CRM that help you drive business processes and results.
Download Now
|
 |
|
|
|
Microsoft Dynamics CRM 4.0: Database Scalability for the Enterprise |
|
|
Microsoft Dynamics CRM 4.0 demonstrated its ability to scale to support the needs of an enterprise organization with a very large customer service database. In a test based on a customer database of over 1 billion records, Microsoft Dynamics CRM was able to achieve sub-second response times using a modest hardware configuration.
Download Now
|
|
|
|
|
Microsoft Dynamics CRM 4.0: Enterprise Performance and Scalability |
|
|
Microsoft Dynamics CRM 4.0 is designed to help enterprise organizations attain a 360-degree view of customers, achieve reliable user adoption, adapt quickly to business change, and accelerate project delivery and returns-all on a platform that provides enterprise levels of scalability and performance. Microsoft Dynamics CRM 4.0 addresses the stringent requirements of the enterprise in the areas of performance and scalability, application flexibility, efficient manageability, and network configurability.
Download Now
|
|
|
|
|
|
|
|
|
Hosted CRM Buyers Guide: Key Points to Consider |
|
|
In the market for a CRM? This white paper outlines the general benefits and drawbacks of hosted vs. on-premise CRMs and lists the basic features to look for in your hosted solution. With an up-to-date overview of the CRM market and a rundown of the general costs of various CRMs today, you'll be prepared to start looking for your new solution immediately.
Download Now
|
 |
|
|
|
Connecting Your People, Your Customers, and Your Company with Microsoft Dynamics GP 9.0 |
|
|
Find out how version 9.0 of Microsoft Dynamics GP, formerly known as Microsoft Business Solutions-Great Plains, can help you connect your people, your customers and your organization. This webcast explores some of the innovations and new features in Microsoft Dynamics GP 9.0 that help you build and maintain strong customer, employee, and business connections, such as new security-enhanced extranet capabilities, and also expanded connections and business processes.
Download Now
|
|
|
|
|
|
|
Contact Center Services: Testing & Monitoring Solutions |
|
|
Clarus Systems, Inc. has collaborated with IQ Services to deliver technology independent testing solutions that enhance end-to-end voice process lifecycle management within the contact center. The goal is to ensure a positive customer experience by incorporating voice testing and monitoring into every step of your contact center's life cycle - resulting in confidence that your solution works as designed.
Download Now
|
 |
|
|
|
Web-Based ACDs and the Multi-Channel Support Center |
|
|
The Internet is revolutionizing technical support. But, this efficiency often comes with a price in customer satisfaction. Customers expect to be able to solve their own problems or immediately communicate with a person who can make things right. But too often, these expectations aren't met. What's needed is a new class of software: web-based Automated Contact Distribution.
Download Now
|
 |
|
|
|
The Intelligent Contact Center |
|
|
The contact center's next evolutionary phase will merge technology and interaction processes dynamically for agent "intelligence" and a more personalized customer experience. And with the fast-paced nature of technology, the Intelligent Contact Center is closer than you think. Read more.
Download Now
|
 |
|
|
|
|
|
Make Customers the Center of Attention with Microsoft Dynamics CRM |
|
|
Microsoft Dynamics CRM is a powerful tool for your sales and marketing teams, but it is more than just a contact management solution. In this webcast, we explore how Microsoft CRM is a flexible, integral part of your enterprise, supporting sales, marketing, customer service, manufacturing, and professional services. We describe how you can configure Microsoft CRM to work the way your business does, and we illustrate its many benefits.
Download Now
|
|
|
|
|
Effective Content Analysis for Email Inspection & Control |
|
|
Organizations are struggling to enforce both mandatory regulatory rules as well as internal corporate policies governing email content and distribution. One of the biggest obstacles is determining whether or not the content of an email, or its attachment, is subject to any policy rules or restrictions. This whitepaper describes the techniques required to perform intelligent, accurate content analysis and the shortcomings of most current approaches.
Download Now
|
 |
|
|
|
The ABCs of Choosing a CRM System |
|
|
Since the 1990s, the customer relationship management (CRM) concept has been embraced by the business world as a way to forge, maintain, and improve bonds with customers. Previously, many companies focused mainly on gathering consumer data for their own use. However, once businesses began to understand the value of allowing customers to dialog about their needs, they began implementing more systems that invited customer feedback.
Download Now
|
 |
|
|
|
Benchmark Portal All-in-One Report |
|
|
Contact center managers, CTOs and IT professionals surveyed by BenchmarkPortal Inc. say they prefer a single, all-in-one source for all technology needs-and that they want their chosen single-source vendor to provide best-in-class functionality.
Download Now
|
|
|
|
|
The Future Sales Force - A Consultative Approach |
|
|
If your company uses a contact management or customer relationship management (CRM system), you need to ask one additional key question. Does your CRM or contact management system tie your consultative sales, ROI analysis and proposal production process together?
Download Now
|
|
|
|
|
|
|
|
|
|
|
What’s New in Customer Interaction Center (CIC) 2.4 |
|
|
Miercom Test Labs reviewed the Customer Interaction Center(r) (CIC) IP application suite from Interactive Intelligence, including the operation, capabilities and features of CIC's key components, and awarded the CIC software its distinguished "Performance Verified" certification. Read why.
Download Now
|
|
|
|
| |
|
|
|
Results 1 - 25 of 30 matches |
Sort Results By : Published Date | Title | Company name |
Home >
> Contact Management
|
|
<< Start < Previous 1 2 Next > End >>
|
More Knowledge Management Topics |
Collaboration, Collaborative Commerce, Contact Management, Content Delivery, Content Integration, Content Management System, Corporate Portals, Customer Experience Management, Document Management, Information Management, Intranets, Messaging, Records Management, Search And Retrieval, Search Engines, Secure Content Management, SLA |
|
|
|
SPECIAL REPORT |
|
VMware Virtual Desktop Infrastructure Connects Bell Canada for Optimized Customer Care
|
|
Bell Canada began an initiative to provide desktop solutions at reduced costs. With 8,000 call center agents, Bell Canada faced hardware attrition and rising costs. Streamlining systems, facilitating outsourcing and increasing capabilities to telecommute would reduce costs while improving service. This would require creating customized workstations for users. Bell Canada approached VMware Partner CGI Group Inc., which provides end-to-end IT and business process services, for a solution. |
|
|
