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Building the Small Contact Center
Until recently, customer interaction technologies were often considered too complex and costly for all but the largest businesses to justify. But today that

contact managers  will include in their contact center systems. Center managers should ask themselves these questions: Can your Web-surfing customers leave a request at your Web site for a phone callback? Can they click and contact your contact center using Internet Protocol telephony? Can they contact an agent for a live Web chat session? Will your customer's everyday email inquiry be handled as quickly and carefully as a phone call? The firm that can't say yes to all of these options - and most cannot - is closing the Read More
Talent Management
Talent management solutions encompass all the applications necessary for handling personnel-related tasks for corporate managers and individual employees from the point of hire to the point of...
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Documents related to » contact managers


Manage Your Business, Drive Growth, and Adapt to Change
Many business owners and managers wonder how to maintain visibility and control in order to keep ahead of the competition, focus on customers, and adapt to

contact managers  your business goals, please contact your SAP sales representative, or visit www.sap.com/solutions/sme /businessbydesign. Content Executive Summary The Unmet Needs of Midsize Companies SAP Business ByDesign: Designed to Meet the Needs of Midsize Businesses Keeping Your IT Requirements Simple Explore and Evaluate the Solution with a Personalized Trial System Minimize Impact on Your IT Department Reduce Training Costs and Effort Increasing Transparency andVisibility Unify Operations and Centralize Company Read More
CRM: Big is Not Always the Best
Customer relationship management (CRM) solutions can range from simple contact managers (for a few hundred dollars) to multimillion-dollar enterprise

contact managers  that range from simple contact managers that you can get for a few hundred dollars to extremely complex multimillion dollar enterprise applications that take years to implement. Over-buying a CRM system can be one of the most costly mistakes a company can make. We hope to provide some valuable information for you and your company to assist your research in finding the appropriate CRM system for your company. You’re looking for a CRM system: Where should you start? As you have started your research for Read More
Improving Agent Productivity with Closed-loop Coaching
Contact center managers are expected to provide high levels of customer satisfaction while increasing revenues and controlling costs. How can you reconcile

contact managers  Productivity with Closed-loop Coaching Contact center managers are expected to provide high levels of customer satisfaction while increasing revenues and controlling costs. How can you reconcile these seemingly opposing goals? One solution is to implement a performance management process using a technology-enabled closed-loop coaching framework. Find out how they can result in a powerful return on investment for your company and improve agent productivity. Read More
Enhancing Interaction Center ROI in Turbulent Economic Times: Beyond Traditional Data Sources for Workforce Automation
Interaction center managers must deliver greater value on smaller budgets. But you can’t simply cut costs and services, or your customers won’t remain satisfied

contact managers  reliance by organizations on contact center operations - volumes have greatly increased, compounding management and planning issues. To achieve targeted performance levels, IC agents must have the right skills and the right information at hand. This requires IC operations that are well integrated with those of the organization at large - with visibility into operations by managers throughout the enterprise, and by IC managers specifically into key sales, marketing, and service programs. For example, IC Read More
Driver-Based Planning for Budgets and Forecasting
Line managers and finance staffs are frustrated by the inadequacies of spread-sheet based planning systems for delivering useful budgets and rolling forecasts

contact managers  Based Planning for Budgets and Forecasting Line managers and finance staffs are frustrated by the inadequacies of spread-sheet based planning systems for delivering useful budgets and rolling forecasts. A major problem is the disconnect between the operational elements of a business and financial plans. What's missing is driver-based planning, a best practice methodology where financial plans incorporate assumptions about business activities which are modeled to drive financial data such as revenue Read More
Kronos Workforce Central Going Social
At KronosWorks 2013 Kronos unveiled the Kronos Workforce Central 7.0.2 suite, slated for release at the end of 2013. It will give employees and managers a forum

contact managers  Workforce Central Going Social At KronosWorks 2013 Kronos unveiled the Kronos Workforce Central 7.0.2 suite , slated for release at the end of 2013. It will give employees and managers a forum to collaborate and build consensus, motivate and recognize employees (including gamification and rewards for sharing best practices), onboard and train employees (via sharing documents, images, and videos), and prevent potentially costly disruptions to operations. By integrating popular enterprise social Read More
Making the Most of Workforce Optimization: An Agent Lifecycle Approach
Many customer contact organizations have implemented workforce organization (WFO) as an operational strategy to improve the performance of customer care

contact managers  Lifecycle Approach Many customer contact organizations have implemented workforce organization (WFO) as an operational strategy to improve the performance of customer care professionals once they are on the contact center floor. A sound WFO practice starts well before then with the recruitment and hiring of agents who demonstrate the necessary skills and abilities to be successful. But the hiring process is often overlooked as a key step in implementing an effective WFO strategy. In this white paper you Read More
Pricing for Profit in the Hotel Industry: Empowering Pricing Managers for Greater Bottom-line Impact with Improved Market Price Intelligence
Competitive pricing, and its impact on revenue, is a mainstay of marketing in the highly-competitive hotel industry. The real-time nature of the Internet means

contact managers  for Profit in the Hotel Industry: Empowering Pricing Managers for Greater Bottom-line Impact with Improved Market Price Intelligence Competitive pricing, and its impact on revenue, is a mainstay of marketing in the highly-competitive hotel industry. The real-time nature of the Internet means that sales, pricing, and revenue managers must abandon inward-looking cost-plus pricing models in favor of more rigorous outward-focused knowledge-based strategies. A system that provides market intelligence Read More
Data Security, Governance, and Privacy
To meet regulatory requirements such as the US Sarbanes-Oxley Act (SOX), IT managers are now receiving the board-level visibility and budgets required to

contact managers  Security, Governance, and Privacy To meet regulatory requirements such as the US Sarbanes-Oxley Act (SOX), IT managers are now receiving the board-level visibility and budgets required to improve enterprise data security. For example, companies need secure and verifiable audit trails that track the activities of database administrators (DBAs) and other privileged insiders. But have you considered the seven essential elements of database security? Read More
IRM UK
IRM UK Strategic IT Training is a training provider for IT and business professionals and managers. Its carefully selected presenters have superior technical

contact managers   Read More
Unleashing Cloud Performance
For IT and business managers, the question is not whether to use the cloud, but how. Fortunately, the virtualization and consolidation projects that ignited

contact managers  Cloud Performance Riverbed can provide a complete WAN optimization solution to accelerate cloud services and add a layer of intelligence to ensure that consolidated, virtualized applications and services are accessed by end-users everywhere in a way that enables them to be productive, while helping to deliver the expected cost and management efficiencies. Source: Riverbed Technology Resources Related to Unleashing Cloud Performance : Cloud Computing (Wikipedia) Unleashing Cloud Performance Read More
HP Announces Customer Engagement as a Service
HP Enterprise Services has introduced new services designed for organizations interested in multichannel customer experience contact centers. The HP Customer

contact managers  in multichannel customer experience contact centers. The HP Customer Engagement as a Service (CEaaS) resulted from the integration between HP’s cloud technology and Avaya's contact center technology. The contact center tools comprising the solution allow users to handle social media marketing, mobile integration, and customer analytics in a single cloud-based contact center platform. Key capabilities include: Multichannel customer engagement  (voice, e-mail, chat, scanned documents, SMS, and fax) Read More
Challenges for IT Managers in SMBs
The recent marketing push to integrate both small and medium sized businesses by large IT hardware and software vendors makes strategic sense. Both business

contact managers  for IT Managers in SMBs The recent marketing push to integrate both small and medium sized businesses by large IT hardware and software vendors makes strategic sense. Both business groups are plagued with similar issues including small IT budgets and limited technical resources. Frequently SMBs target their IT acquisitions either in the hope of lowering costs or solving problems. These ad hoc solutions are often strained to capacity as companies increase in sales and in size and the marketplace Read More

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