CRM / Call Center Topics:
Call center VoIP software
Voice over Internet Protocol (VoIP) is making waves in the call center, but is it right for your organization? Start here for the latest news, expert advice and resources on call center VoIP software. Get an introduction to VoIP and find information on products and vendors. Learn how to calculate the ROI of a VoIP rollout and read up on the benefits of using VoIP in the call center. Read about how virtual call centers are using this technology and the effect it has on customer satisfaction. Learn how VoIP can help cut costs and response time in the call center. Visit the VoIP All-in-One Guide for help with selecting technology, evaluating vendors, planning for an implementation and managing and maintaining VoIP technology in the call center. Browse chapter downloads and white papers for more VoIP information and resources.
News:
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Salesforce.com and Cisco offer fully cloud-based call center
05 Oct 2009
News - Salesforce.com is combining its on-demand call center software with on-demand IP telephony. It will allow companies to launch a call center without hardware, software or data centers.
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Contact centers turn to unified communications with IP technology
09 Jul 2009
Article - Eastman Chemical, a longtime SAP customer, turned to its enterprise application provider to build out its unified communications technology in the contact center.
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Extending the call center through unified communications demands a comprehensive strategy
24 Feb 2009
Article - Unified communications bring a wealth of advantages to the call center but also tremendous challenges in managing agents and the organization as a whole.
Expert Technical Advice:
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Who is ultimately responsible for call center quality assurance?
Ask the Expert - Read Donna Fluss's advice on call center quality assurance, including how to implement a quality monitoring program and who should run it.
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Calculating ROI for VoIP in the call center
Ask the Expert - Learn how to calculate ROI for VoIP in the call center in this expert tip from CRM ROI expert Tom Pisello.
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Remote call center agents can offer cost savings and other benefits
Ask the Expert - Learn call center strategy from Donna Fluss in this expert tip, including the benefits of remote agents for the call center.
VIEW ALL Expert Technical Advice ON Call center VoIP software
Reference & Learning:
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The VoIP call center technology quiz
Quiz - Test your knowledge of VoIP concepts, the VoIP call center market, VoIP benefits and VoIP call center software with our VoIP call center technology quiz.
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SIP in the call center: Top 10 buzzwords
Top Buzzwords - In many of today's call centers, session initiation protocol (SIP) allows customers and call center agents to connect through various forms of multimedia communications. We've gathered these terms and definitions to help you better understand SIP in the...
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Understanding the virtual call center trend: Quiz
Quiz - Organizations across all industries are deploying virtual call centers in an effort to cut costs and improve the customer experience. Now, advances in Voice over Internet Protocol (VoIP) technology and on-demand call center applications have made it even...
White Papers
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How to develop the right skills to make selling UC profitable for your business
Published by: Catalyst Telecom | 05 Nov 2009
eGuide - Many networking channel partners have put up the investment to understand and sell hardware components for unified communications (UC). This Pocket E-Guide details what skills you need to have to bring UC to life.
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Reality Check: Five Things You Should Know About SIP - Expert Podcast
Published by: Catalyst Telecom | 02 Nov 2009
Podcast - In this edition of Reality Check, telecom analyst and resident expert Jon Arnold discusses the five things you should know about SIP. Take a listen and learn about SIP trunking, presence, mobile SIP and more.
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Tips and Tricks: Managing Converged Networks with PacketShaper
Published by: Blue Coat | 28 Oct 2009
Webcast - On today's converged networks -- where data traffic competes with latency-sensitive applications such as VoIP, video conferencing, and virtual machines -- only the greediest survive and thrive. Watch this webinar to learn about bandwidth issues, network resource allocation, and real-time applications management.
Downloads:
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Evaluating VoIP for your call center
Podcasts - Get help evaluating VoIP for your call center in this expert podcast. Find out about VoIP benefits and drawbacks, building a VoIP business case and using VoIP to connect remote call center agents.
Definitions:
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off-peak
23 Jul 2007
Word - Off-peak, in a call center context, describes a time period with fewer calls than are handled in a busy period... (Continued)
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outbound call
23 Jul 2007
Word - An outbound call is one initiated from a call center agent to a customer on behalf of the call center or a client... (Continued)
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outbound call center
23 Jul 2007
Word - An outbound call center is one in which call center agents make outbound calls to customers on behalf of a business or client... (Continued)
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