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Software Functionality Revealed in Detail
We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.
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 online call center


Social Media and Your Call Center: Three Lessons Every Call Center Manager Should Learn and Apply
Online services like Facebook and Twitter are rewriting the rules on customer service. Complaints that once would have stayed at the water cooler are now

online call center  Should Learn and Apply Online services like Facebook and Twitter are rewriting the rules on customer service. Complaints that once would have stayed at the water cooler are now broadcast effortlessly by consumers. And because these comments are searchable and permanent, they are extraordinarily powerful. This paper presents three important lessons for every executive that oversees a call center. Download now to learn what they are and how to apply them.

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Software Functionality Revealed in Detail

We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.

Get free sample report
Compare Software Solutions

Visit the TEC store to compare leading software by functionality, so that you can make accurate and informed software purchasing decisions.

Compare Now

CRM for Financial and Insurance Markets RFI/RFP Template

Insurance and Investment, Marketing Automation, Sales Force Automation (SFA), CRM Analytics, Call Center and Customer Service, Professional Services Automation (PSA), e-CRM, E-Mail Response Management, Industry Vertical Module Availability, Product Technology  

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Documents related to » online call center

Bolstering the Call Center with Service Resolution Management Processes


Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management) have, despite initial glitches, reportedly helped some service companies realize remarkable returns on investment in addition to improved customer satisfaction rates.

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When Customers Call, and They Will, Will Your IVR Be Ready?


Reports have indicated that more and more customers are using online and other self-service tools to resolve issues. That said, analysts are not predicting that call volumes will be dropping significantly. This means that interactive voice response (IVR) technology can still be crucial to a company’s customer experience.

This report from Frost & Sullivan looks at what customers dislike about and require from IVR systems. It presents the case that some customers reject calling as a method for problem resolution not simply because of preference for other options, but because of problems within the current IVR technology or IVR set-up that a business has implemented. Also examined is IVR solution implementation in specific industries, including fields like health care, utilities, financial services, and retail.

Download the report to learn more about how IVR is a key component of a multi- and omni-channel customer experience strategy, and how understanding today's caller will help direct your IVR strategy and put you on the path to greater customer loyalty.

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Help Is on the Line for Call Center Challenges


Call centers typically struggle with two major issues: ensuring high quality multi-channel communication and dealing with high employee turnover. Multi-channel communication is no longer optional for call centers, as customers are used to having many options for interacting, ranging from phone and text to e-mail and social media. However, maintaining the quality of interactions across channels

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Best Practices for Improving Performance in Your Contact Center


In successful contact centers, top agents provide a superior experience for customers and ultimately help grow revenue for a company. How does your contact center stack up to the competition? Are you doing all you can to run a high-performing contact center that keeps customers happy and builds long-term relationships? In this guide, experts share their top 6 best practices for improving contact center performance.

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Benchmarking Your Quality Maturity: Turning a Cost Center into a Profit Center


To help organizations understand their current state and plan for managing quality, LNS Research covers a quality management research study of more than 1,000 manufacturing organizations to identify best practices in organizational change, business process redesign, and technology evaluation.

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Monitoring Physical Threats in the Data Center


Common methods for monitoring the data center environment date from the days of centralized mainframes, and include such practices as walking around with thermometers. But as data centers continue to evolve with distributed processing and server technologies that drive up power and cooling demands, you must examine the environment more closely. Monitoring equipment isn’t enough—learn how to better manage your data center.

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Online M2M Marketplace


There has recently been a surge of interest in Machine-to-Machine (M2M) solutions in the telecommunications industry and beyond. M2M programs are increasingly being evaluated for their potential to deliver top-line results—extending their utility beyond simple operational efficiency initiatives. See how an online M2M marketplace would be an entry strategy for communication services providers in driving M2M adoption.

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Sage 100 ERP Online


Sage 100 ERP Online (formerly Sage ERP MAS 90 Online) is an enterprise resource planning (ERP) solution that offers a range of functionality for: Core accounting E-commerce Business intelligence (BI) Human resources (HR) and payroll Customer relationship management (CRM) Financial reporting Sage 100 ERP Online core accounting modules include accounts payable (AP), accounts receivable (AR), bank reconciliation, fixed asset accounting (FAS), general ledger (GL), and magnetic media reporting. Project management, manufacturing, and wholesale distribution functionality can help companies automate key processes related to inventory management, bill of materials (BOM), and job costing. Sage 100 ERP Online offers platform flexibility as well as three built-in report writers.

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MC Press Online


MC Press Online is a publisher of education and training materials, including books and articles. Articles and code libraries are available on the company’s website, along with a buyer’s guide that lists industry products and services.

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Connect the Dots: Simplifying the Online Ad Business


Over the past few years, the online advertising space has become crowded and very complex, and more technologically driven middle-men have acquired increasingly large shares of the overall online revenue. Traditional publishers have been at a disadvantage and struggling to regain control over their online ad business. In this white paper, we propose a solution that straddles the whole value chain through a suite of previously unconnected technologies. By connecting all these dots, publishers are empowered to effectively create and use behavioral data patterns of their visitors, and sell advertisement with exclusive access to different types of audiences--thus returning to a more profitable business model of advertising in media.

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