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Call Centers
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ALSO CALLED: Call Centres
DEFINITION: There are four different types of information on the telephone activity of your call center: Agent data, Queue data, CDN data and Trunk data. A data item (such as Accepted Calls) that appears in a Queue report can be defined differently in a CDN report or in a Trunk report. Definition continues below.
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| 1 - 10 of 22 Matches | |
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Case Study: Children's Memorial Hospital
| sponsored by ABS Associates, Inc.
CASE STUDY:
In this case study Children's Memorial Hospital engaged ABS to provide consulting services. Learn how ABS optimized the hospital's help desk support system, and cut the figures for monthly average abandoned calls and open tickets in half.
Posted: 28 Jul 2008 | Published: 25 Jul 2008
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Benefits and Advantages of Recording and Archiving Calls
| sponsored by Teleformix
WHITE PAPER:
ECHO digital recording solution brings a whole host of advantages, including dispute resolution, liability management, evaluation support, and more.
Posted: 11 Jul 2008 | Published: 01 Oct 2006
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Cost Cutting in IT to Cope with Economic Slowdown
| sponsored by Avaya Inc.
WHITE PAPER:
IT organizations are under pressure to reduce the cost of IT and to use IT to reduce the operating costs of the enterprise. This report compiles a list of common IT-related budget-cutting ideas with links to specific research currently available.
Posted: 01 Jul 2008 | Published: 05 Mar 2008
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Fire & Security Success Story
| sponsored by SERVICEPower
CASE STUDY:
Service organizations are becoming increasingly aware of the need to automate their field service operations, which includes the introduction of scheduling, route optimization, and mobile technology.
Posted: 25 Jun 2008 | Published: 01 Jun 2008
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Constellation Energy Group
| sponsored by EMC Corporation
CASE STUDY:
In its quest to fully leverage the new technologies, Constellation energy realized it needed to integrate them to one another, as well as integrate them with other business processes and applications.
Posted: 16 Jun 2008 | Published: 01 Feb 2007
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How to Manage Benefits Administration During Mergers and Acquisitions
| sponsored by Workscape
WHITE PAPER:
To achieve the necessary continuity in a post-merger environment, HR must synchronize many processes, data sources, and other moving parts in a compressed timeframe--all while maintaining existing service levels for all employees.
Posted: 09 Jun 2008 | Published: 01 Jan 2007
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Retail 101: Juggling POS with Mobility, Call Centers, BI and Security
| sponsored by Hewlett-Packard Company
WHITE PAPER:
In this E-Guide, get an overview of the retail industry from the focal points of tying it to security, business intelligence, mobility and call centers.
Posted: 06 Jun 2008 | Published: 01 Aug 2008
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Proactive Contact Center Management: A New Paradigm for Driving Continuous Improvement?
| sponsored by Genesys
WHITE PAPER:
This white paper is intended to give you a sense of what these new proactive management technologies can do for you, and to help you establish criteria for evaluating products in this arena.
Posted: 03 Jun 2008 | Published: 01 Jan 2006
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Roadmap for Implementing a Multi-Site IP Contact Center
| sponsored by Avaya Inc.
WHITE PAPER:
Explore a three-part guide to identifying the potential presented by Internet Protocol (IP), building a business case for migration to IP and ultimately designing and implementing an IP infrastructure.
Posted: 20 May 2008 | Published: 01 Mar 2007
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Moving beyond the Queue - Focusing on the Real-Time Customer
| sponsored by Inova Solutions
WHITE PAPER:
In this paper, Tim Montgomery, a highly regarded industry consultant, speaker and author explores new ideas on ways every call center can keep up with new customer demands.
Posted: 20 May 2008 | Published: 19 May 2008
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| 1 - 10 of 22 Matches | |
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CALL CENTERS DEFINITION (continued): … href="http://itknowledgeexchange.techtarget.com/itanswers/tag/crm/?Offer=call-center-terms">Ask your questions about CRM at ITKnowledgeExchange.com Abandoned Calls (CDNs)
The number of calls accepted into the CDN, but abandoned before being answered through the controlled operation or routed according to the CDN's script. Abandoned Calls (Queues)
An incoming ACD call is counted as abandoned when the caller hangs up before …
Call Centers definition sponsored by WhatIs.com, powered by WhatIs.com an online computer dictionary
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