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.
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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.
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Is a hosted contact center a viable option for companies of all sizes?
Ask the Expert - Debating about hosted call centers? Learn three basic hosting solutions for hosting call centers in this expert tip.
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ROI Insider Tip: VoIP helps company trim costs, response time
Tip - Byram Healthcare needed an efficient system to deal with thousands of customer support phone inquires. The company implemented a VoIP call center system that has helped it cut costs and more effectively respond to customers' needs.
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ROI Insider Tip: VoIP helps company trim costs, response time
Tip - Byram Healthcare needed an efficient system to deal with thousands of customer support phone inquires. The company implemented a VoIP call center system that has helped it cut costs and more effectively respond to customers' needs.
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Contact center technology: Building a business case
Ask the Expert - In this contact center tip, learn what to consider when building a business case for contact center technology.
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Learn IT in 10 easy steps: VoIP
Tip - This handy guide to VoIP provides you with an overview of the technology, including key terms, trends, challenges and more.
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VoIP vs. LD rates
Tip - ROI expert Tom Pisello answers a question about VoIP vs. LD rates.
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