CRM / Call Center Topics:
On-demand call center
What are the challenges of an on-demand call center? When should a business host their contact center? Find out in this topic section, which includes news and case studies on call center hosting and tips on hosted contact center technology and software application vendors and service providers. Learn how to manage Voice over Internet Protocol (VoIP) technology and phones in an IP call center, how to evaluate Software as a Service (SaaS) or on-demand customer service software, how to manage remote or at-home call center agents and how to use an interactive voice response (IVR) system. This section also covers hosted call center security and costs, online customer service, operating automatic call distributors (ACDs) and hybrid software deployments.
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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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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IP-based system key for growing call center
10 Apr 2008
Article - The need for customization and a rapidly expanding at-home agent network led one infomercial company to select an IP-based call center system.
Expert Technical Advice:
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Analyzing consolidated vs. decentralized customer service
Ask the Expert - Will the centralization of call centers really cut costs? Read Donna Fluss's advice here.
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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 cost per call to evaluate outsourcers for outbound calls
Ask the Expert - If you're looking at outsourcing, there are a number of ways to calculate and pay for resources, according to Lori Bocklund. She talks about some of the common call center models in this expert tip.
Reference & Learning:
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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...
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The emergence of the virtual call center: Top 10 headlines
Special Report - A virtual call center can be beneficial for organizations looking to cut costs, improve employee retention and boost customer satisfaction, some experts say. With technology like Voice over Internet Protocol (VoIP) readily available, starting a virtual...
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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