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6 Key Elements-A Guide to Delivering a Consistent Outstanding Customer Experience in the Contact Centre and Beyond
Customers are the lifeblood of any business, and receiving quality customer service is a major factor in their purchasing decisions. There are six key elements

call centre association  our customers in the Call Centre and we know the state of sales with the customers. We can do everything more efficiently. Onyx is a powerful tool that lets us record, manage and utilize the customer information that is our business. Technology Manager, ASB Bank. Progressive enterprises are leveraging their technology not only to enhance the customer experience, but also to maximise variety and keep work interesting for agents. By using technology to drive productivity and automate those processes and Read More

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Documents related to » call centre association


Nearshoring: Looking Closer to Home
Companies looking for savings but worried about the risks and cultural barriers involved in offshore outsourcing, whose business processes have a strong

call centre association  a basis for a call centre, it is perfectly acceptable, he says. But then, it is relatively easy to find English speakers in India. If you are a German company, you are likely to do it in the Czech Republic or Poland and take the transactional stuff further out. Companies will find cost reduction less of an advantage when working in nearshore operations, says Virdi. Project costs are still much lower than in the UK, but it may be difficult for nearshoring operations to match the very low labour costs Read More
How to Survive a Software Selection Project When Your Boss Is a Sociopath
Is your boss the main reason you call in sick on Monday mornings? Do you need to “manage” your boss in order to get any work done? Do you find yourself in the

call centre association  the main reason you call in sick on Monday mornings? Do you need to “manage” your boss in order to get any work done? Do you find yourself in the position of having to defend your boss when talking to colleagues? Hello , your boss might be a sociopath. This may or may not be news to you. Time for a quick quiz. I am going to refer to your boss as “he,” but sociopathic tendencies are an equal-opportunity affliction, as you may know. Your Sociopathic Boss and You: The Red Flags Does your boss Read More
Answering the Call: Emerging Best Practices in Consumer Mobile
The short list of what retailers need from first-generation mobile capabilities is surprisingly long, spanning deep product information, ratings and reviews

call centre association  the Call: Emerging Best Practices in Consumer Mobile The short list of what retailers need from first-generation mobile capabilities is surprisingly long, spanning deep product information, ratings and reviews, scanning capabilities, full commerce, and more. Download this white paper to learn more about the state of consumer mobile in retail today, as well as the mobile use cases that retailers have currently deployed. Download now. Read More
A VoIP Primer-Everything You Need to Know about VoIP
Are you considering voice over Internet protocol (VoIP) for your organization? We’ll take a comprehensive look at how VoIP works, and what you should know

call centre association  if your originating telephone call will route through the Internet or via the public phone system. The initial telephone protocols to traverse the Internet were many, and required a substantial knowledge of protocols, definitions, recommendations, and standards such as inter-asterisk exchange (IAX), SIP, H.323, H.225, real-time transport protocol (RTP/RTCP), remote function call (RFC) 3550, H.245, H.501, H.450, H.460, T.120, T.38, Skinny Call Control Protocol (SCCP), Unified Networks IP Stimulus Read More
Why Progressive Businesses Use Cloud-Based Call Center Software
No longer are call centers hardware-centric. Capital costs have dropped considerably, and features have multiplied. With cloud call center software, the

call centre association  Progressive Businesses Use Cloud-Based Call Center Software No longer are call centers hardware-centric. Capital costs have dropped considerably, and features have multiplied. With cloud call center software, the hardware that does the heavy lifting is located elsewhere and services are delivered over the Internet. Starting a call center now requires a much lower initial investment, making the call center a real option even for small startups. Download this white paper to learn more. Read More
The Benefits of Call Center Outsourcing
An increasing number of companies are turning to business process outsourcing (BPO) because of the many advantages it provides. In 2002, the outsourced call

call centre association  Benefits of Call Center Outsourcing An increasing number of companies are turning to business process outsourcing (BPO) because of the many advantages it provides. In 2002, the outsourced call center industry reached $22 billion (USD) and is projected to increase to $25.7 billion (USD) over the next two years to serve the growing demand. For outsourcing to be a success, companies need an overall strategy. After that, it boils down to one question: where? Read More
Vertical Solutions Partners with CallCopy to Enhance Customer Experience and Field Service Management Platform
CallCopy and Vertical Solutions today announced a new partnership, agreeing to integrate CallCopy's cc:Discover Call Recording and Workforce Optimization suite

call centre association  to integrate CallCopy's cc:Discover Call Recording and Workforce Optimization suite with Vertical Solutions' cloud-based VServiceManagement and VContactCenter. Vertical Solutions is known for its field service management platform to which it has added the capability to create a library of customer interaction records. As a result, customers and client-facing employees can now access and reuse knowledge accumulated over time. Additionally, cc:Discover can be used towards achieving better Read More
Evolutionary Technologies Does EAI (Always Did, We Just Didn’t Call It That)
Evolutionary Technologies (ETI) has announced the newest release of their flagship product, ETI•EXTRACT Tool Suite Release 4.2. ETI·Extract has long been well

call centre association  Did, We Just Didn’t Call It That) Evolutionary Technologies Does EAI (Always Did, We Just Didn't Call It That) M. Reed - March 7, 2001 Event Summary Evolutionary Technologies International , Inc. ( ETI , privately held) has released ETI EXTRACT Tool Suite, Release 4.2. The latest version of ETI's flagship data integration management software now supports Windows 2000 , Solaris 2.8 and AIX 4.3 operating systems. It also includes significant enhancements, which, according to the vendor, result in faster Read More
We Shall Be Giant
Oracle and Citigroup bank on integrating B2B exchange and financial services. Will Bailey Building and Loan Association get into the act?

call centre association  its e-procurement initiatives rather dramatically. Oracle obviously believes that it must have a piece of the B2B exchange world, and nobody is arguing. In less than eighteen months the direction of B2B exchanges has almost completely changed from enabling the purchase of indirect supplies to becoming vital components in integrated supply and distribution chains. That same progression will likely be replicated at the level of individual companies, individual exchanges, and the industry as a whole. For Read More
Why Demandware Is Out in Front in the Digital Commerce Sector
Whether you call it e-commerce, e-retailing, digital commerce, or something else entirely, there is a veritable revolution going on in the internet commerce

call centre association  Commerce Sector Whether you call it e-commerce, e-retailing, digital commerce, or something else entirely, there is a veritable revolution going on in the internet commerce space. While consumers continue to seek and expect near-perfection in the digital commerce experience, vendors have been struggling to deliver what should be a seamless experience across channels. Demandware has been particularly assertive about tackling this, developing from a SaaS newcomer in 2004 into a leading omni-channel Read More
Fonolo for the Financial Industry: Reducing Call Center Costs While Improving the Customer Experience
As a company in the financial sector, you place extremely high demands on your call center. The complicated and sensitive nature of the calls requires an agent

call centre association  the Financial Industry: Reducing Call Center Costs While Improving the Customer Experience As a company in the financial sector, you place extremely high demands on your call center. The complicated and sensitive nature of the calls requires an agent who is highly trained and experienced. This leads to a high cost per call. At the same time, sacrificing caller satisfaction is not an option. This creates a tough challenge: How do you decrease the cost per call, while improving the customer experience? Read More
Accelerate Your Sales Performance: Seven Tips to Success
Cold calling is one of the best prospecting tools you can have in your arsenal. In this paper, you’ll learn best practices to prepare for a call, how to

call centre association  Tips to Success Cold calling is one of the best prospecting tools you can have in your arsenal. In this paper, you’ll learn best practices to prepare for a call, how to efficiently organize your sales team, tips on how to make a connection every time, and why the phone beats e-mail. You’ll also get great tools to measure yourself and stay organized and a list of external resources for further study. Read More
How Digital Signage Transformed the Atmosphere at Toronto's Air Canada Centre


call centre association  Digital Signage Transformed the Atmosphere at Toronto's Air Canada Centre Read More

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