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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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Call Center Manager Learning Guide
LEARNING GUIDE - This guide helps call center managers better understand the most critical issues in today's call centers -- from strategy to technology.
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The executive's guide to contact center technology planning
SearchCRM.com | 06.02.2009
OPINION - 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 ...
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| EXPERT TECHNICAL ADVICE: 1 - 3 of 73 |
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| CALL CENTER SOFTWARE EXPERTS |
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Lori Bocklund
President, Strategic Contact, Inc.
ASK A QUESTION |
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Using click-to-call vs. click-to-chat software
19 May 2009
EXPERT ANSWER - Learn the pros and cons of using click- to-call vs. click-to-chat software and find out which is best for reducing costs and improving the customer experience.
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Tips for managing and improving a small call center
Submitted By: Amanda Malgeri, Assistant Editor | 08 Apr 2009
TIP - We've compiled this list of tips for small call centers looking to manage and improve call center performance. Get tips from the experts on everything from building a new call center to evaluating small call center software.
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| REFERENCE & LEARNING: 1 - 3 of 28 |
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Speech analytics software product directory
SearchCRM.com | 04 May 2009
PRODUCT DIRECTORY - Get started evaluating speech analytics software with this product directory. You'll find both on-premise and SaaS speech analytics technology options. |
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The VoIP call center technology quiz
SearchCRM.com | 29 Apr 2009
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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Creating a Win-Win for Call Center Outsourcers and Their Customers
Published by: Cicero Inc. | 10 Jun 2009
WHITE PAPER - This paper examines how Business Process Outsourcers (BPO) are using Desktop Integration to address some of the business and technical challenges facing Outsourcers in today's difficult economic environment. Learn how outsourcers are using desktop integration to streamline workflows, improve service levels, reduce costs, plus much more.
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Employee Productivity Suite: SpeechAttendant®/OpenSpeechAttendant™
Published by: Nuance | 25 Feb 2009
PRODUCT LITERATURE - By offering your callers the convenience and ease of use of a speech-enabled auto attendant system, your organization will reap the benefits of decreased telecommunications costs, increased employee productivity, and an enhanced corporate image.
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Building a business case for self-service
Published by: SearchCRM.com | 16 Jun 2009
PODCASTS - Get tips for using self-service technology effectively in this podcast. Best practices for building a business case for self-service are also discussed.
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Evaluating VoIP for your call center
Published by: SearchCRM.com | 04 May 2009
PODCASTS - Get help evaluating VoIP for your call center with this podcast. Find out about VoIP benefits and drawbacks, building a VoIP business case and using VoIP to connect remote agents.
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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. Generally, call center agents use off-peak hours for non-phone work, such as training and e-learning, catching up ...
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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. Typical outbound calls include include telemarketing, sales or fund-raising calls, as well as calls for ...
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Erlang C
23 Jul 2007
WORD - Erlang C is a traffic modeling formula used in call center scheduling to calculate delays or predict waiting times for callers. Erlang C bases its formula on three factors: the number of reps providing service; the number of ...
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