CRM / Call Center Topics:
Call center software
Find call center software resources in this topic section, including information on evaluating vendors and best practices for using call center technology. Read definitions for various call center software options and learn about specific technology like workforce optimization (WFO) including workforce management (WFM), performance management (PM) for the call center and quality monitoring or quality management (QM). Research interactive voice response (IVR), Voice over Internet Protocol (VoIP) call center tools, self-service technology, speech analytics and speech recognition technology. Learn about technology for remote call center agents and call recording tools for tracking agent performance. Discover how forward-thinking call centers are using customer survey or feedback tools and how some are incorporating Web 2.0 tools. Find best practices for using call center technology to design a call center quality assurance (QA) program and how to measure call center performance. Research the top call center software companies and find call center software news, expert advice and learning tools to help maximize the efficiency of your call center tools.
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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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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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Call center workforce management software the choice for PlumChoice
23 Apr 2009
Article - Managing 465 remote call center agents servicing 102 consumer technology products 365 days a year meant significant scheduling headaches for PlumChoice, but moving from Excel to workforce management (WFM) has made a huge difference.
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Is now the time for contact center spending?
Voices of CRM blog
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13 Apr 2009
News - Gartner and DMG Consulting have both issued research suggesting that, while finding budget might be difficult, now is the time to invest.
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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.
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Unified communications and the call center: Navigating a fractured vendor landscape
19 Feb 2009
Article - Implementing unified communications within the call center is complicated by the diversity of vendors and integration needs.
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Aspect takes AIM at contact center performance management
08 Jan 2009
Article - Aspect's acquisition of AIM's performance management software will bring in-house capabilities it previously provided through an OEM with Merced.
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Voices of CRM: RightNow's Greg Gianforte
SearchCRM.com
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25 Nov 2008
News - In this podcast, Greg Gianforte, CEO of RightNow Technologies, discusses the economy, his visits to 200 RightNow customers and his company's latest software update.
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Understanding Session Initiation Protocol in today's call centers
17 Nov 2008
Column - Session Initiation Protocol (SIP) is being used effectively in some call centers, but if your call center is using products from multiple vendors, you may not be able to take advantage of the benefits. Get tip for understanding SIP from call center...
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