WEBCAST - In this webcast Vertica Database offers a better way to give more people faster access to CDR data so that they can analyze it in more ways.
Posted: November 12, 2008 | Premiered: November 12, 2008


Topics:  Call Center Management | Call Center Software | Data Management | Databases | Records Management | Records Management Software | SQL

WHITE PAPER - This paper examines how Call Centers in a number of industries have been able to significantly improve agent performance while reducing cost by using Agent Power Planning and Scheduling from Desk flex.
Posted: September 1, 2008 | Published: August 28, 2008


Topics:  Call Center Management | Call Center Software | Contact Center Workforce Management | Contact Center Workforce Management Software | Help Desks | Service Level Management | Staffing

WHITE PAPER - This whitepaper examines the value of call monitoring and call archiving. It introduces a robust new call monitoring, recording and archiving solution ECHO.
Posted: July 11, 2008 | Published: October 1, 2006


Topics:  Call Center Management | Call Center Software | Customer Data Management | Customer Interaction Services | Customer Service | Health Care Industry | Insurance Industry | Marketing

DATA SHEET - ECHO™ provides the vehicle for focused customer experience management through real-time call monitoring and agent performance evaluations.
Posted: July 11, 2008 | Published: July 1, 2008


Topics:  Call Center Management | Call Center Software | Customer Interaction Services | Customer Service | Customer Service Best Practices | Quality Control

WHITE PAPER - Read this paper to learn how Teleformix's ECHO™ digital recording solution integrates seamlessly with Avaya's telephony systems, providing your company with a crucial customer service tool - quality assurance recording.
Posted: July 11, 2008 | Published: July 1, 2007


Topics:  Business Intelligence | Call Center Management | Call Center Software | CRM | Customer Data Management | Customer Interaction Services | Customer Satisfaction | Customer Service Best Practices | Ethernet Networks | Quality Control | Telephony Services | VLAN | VoIP

DATA SHEET - Call recording and review are the most effective and efficient ways to ensure your customers receive high quality treatment and accurate information. ECHO™ provides the vehicle for this.
Posted: July 11, 2008 | Published: July 1, 2008


Topics:  Call Center Management | Call Center Software | CRM | Customer Service | Customer Service Best Practices | Customer Support Software | Quality Control | Telephony Systems | Voice Communications Software

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: June 3, 2008 | Published: January 1, 2006


Topics:  Call Center Management | Call Center Software | Call Centers | Contact Center Management | Contact Center Software | Contact Centers | Predictive Performance Management | Real-time Analytical Software | ROI | User Experience

WHITE PAPER - This paper summarizes for contact center managers the facts and fiction regarding the environmental benefits of home agent programs.
Posted: June 2, 2008 | Published: March 1, 2008


Topics:  Call Center Management | Call Center Software | Contact Center Management | Contact Center Workforce Management Software | Contact Management Software | Customer Service | Home Offices | Virtual Offices

WHITE PAPER - This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment.
Posted: May 27, 2008 | Published: January 1, 2008


Topics:  Automatic Call Distribution Systems | Best Practices | Call Center Management | Call Center Software | Call Centers | Contact Center Management | Contact Center Software | Contact Centers | Customer Satisfaction | Outsourcing | Unified Messaging

CASE STUDY - The company wanted to meet a goal of answering 92% of all customer calls before abandonment, without adding staff.
Posted: May 19, 2008 | Published: May 1, 2008


Topics:  Call Center Management | Call Center Software | Call Centers | Contact Center Workforce Management Software | Contact Management | CTI (Computer Telephony Integration) | Data Services | GPRS | Human Resource Systems | Interactive Voice Response | IVR | ROI | Workforce Management Software

PODCAST - From this 15-minute podcast, you'll walk away with ideas about how real-time analytics can enhance call center performance and how to execute on a real-time strategy in your call center.
Posted: May 5, 2008 | Premiered: May 5, 2008


Topics:  Call Center Management | Call Center Software | Call Centers | Contact Center Management | Contact Center Software | Contact Centers | CRM Analytics | Customer Interaction Services | Customer Satisfaction | Performance Testing | Real-time Analytical Software | Sales

WHITE PAPER - By implementing new billing techniques you can reduce customer churn, increase revenue and improve customer satisfaction. Read this white paper that details a new approach to billing that can benefit your business and your pocket.
Posted: March 26, 2008 | Published: March 1, 2008


Topics:  Billing Software | Billing Systems | Call Center Management | Call Center Software | Contact Center Management | Contact Center Software | Cost Benefit Analysis | Customer Satisfaction | Payment Processing

WHITE PAPER - This paper explores how Internet Protocol (IP) can be leveraged to lower the cost of enhancing customer service via the contact center.
Posted: February 8, 2008 | Published: February 8, 2008


Topics:  Call Center Software | Call Centers | Contact Center Management | Contact Centers | CRM | Customer Loyalty | High Availability | Software Selection | TCO | User Experience