Call center software

• 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.

• 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.

• The executive's guide to contact center technology planning 04 Jun 2009

  Column - According to some experts, there are six contact center technology trends that will have significant implications for your business in the coming years. In this article, find out about those trends and newer call center software options like Web 2.0,...

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• How to implement an effective call center workforce management system

  Answer - Expert Donna Fluss explains how to effectively establish a call center workforce management system – from creating a flexible scheduling plan for employees to reduce operating expenses, improve efficiency, enhance employee morale and increase agent...

• How long should I spend on the quality monitoring process for each call?

  Ask the Expert - Find out how long to spend on quality monitoring process for each call in your call center in this expert tip. Learn why top-tier quality monitoring (QM) software can speed up the call center quality monitoring process.

• How to calculate workforce management ROI and benefits for the call center

  Ask the Expert - Trying to measure ROI for workforce management (WFM)? Read expert advice on the benefits of WFM, including more accurate forecasts and scheduling, resulting in better match of resources to workload.

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• Call center video: PlumChoice uses Aspect workforce management system

  Video - Take a look inside the call center at PlumChoice Inc. and find out how they implemented an Aspect call center workforce management software system to help with call center scheduling and workforce forecasting and remote agent management.

  

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• Workforce management software product directory

  Product directory - The workforce management (WFM) software product directory contains basic information about WFM vendors and products in the WFM market. Listings include: Vendor information, product name and website, short and long product descriptions and pricing details.

• FAQ: Making call center technology decisions

  FAQ - We've compiled this list of the top FAQs on making call center technology decisions from our resident experts. This FAQ series was designed to help you get quick answers to some of the most common call center technology questions. Learn about different...

• Speech analytics software product directory

  Product directory - Get started evaluating speech analytics software with this product directory. You'll find on-premise and SaaS speech analytics technology from a variety of vendors in the speech analytics market.

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• Midmark Aims for Excellence with Efficient Products and Support Published by: LogMeIn, Inc. | 16 Sep 2009

  Case Study - Find out how healthcare equipment and diagnostic product vendor, Midmark, uses LogMeIn Rescue to give helpdesk support to internal and external users, and customers worldwide on their PC's, Macs and smartphones.

• Giving Nurses More Time to Care Published by: LogMeIn, Inc. | 16 Sep 2009

  Case Study - The IT team at Palm Valley Health Care needed to provide technical support to their 200 field nurses and wide-spread administrative staff throughout South Texas. Find out why they chose LogMeIn Rescue to solve 9 out of 10 support issues remotely.

• The Leader in On-Demand Call Centers: Five9 Product Overview Published by: Five9 | 10 Sep 2009

  Product Overview - Five9 is the leader in on-demand call center products. Watch this overview to learn about all the products Five9 has to offer to help improve your call center operations and learn just how easy it is to use the many products available from Five9.

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• Building a business case for self-service

  Podcasts - Get tips for using self-service technology effectively in this podcast. Best practices for building a business case for self-service and getting upper-management support for a self-service technology initiative are also discussed.

• 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.

• Seven things you need to know about speech analytics

  Podcast - Call center expert Donna Fluss gives advice on evaluating and implementing speech analytics technology in this podcast. Fluss offers an introduction to speech analytics and what its implications are for call centers.

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• Workforce optimization (WFO) software 20 Jul 2009

  Word - Workforce optimization (WFO) software is a program suite that combines recording, quality management (QM) and other call center technologies into one console with the purpose of optimizing call center performance.

• 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)

• 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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