call centre

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Turning customer interaction into profitable relationships

Effective customer communications boost customer loyalty, ensure brand and regulatory compliance, reduce environmental impact and help control a range of costs - through IT maintenance, printing, call centre operations and postage. However, most organisations take a fragmented approach to managing enterprise customer communications using outdated technologies which are not consistent...

Tags: Pitney Bowes Inc., Call Centre, Customer Communication

White papers 2009-09-08

Payworks Uses Microsoft Platform and Open

Payworks Payroll Services provides online payroll and human resource outsourcing solutions to midsized organizations. The growing firm was coping with system downtime and rising maintenance expenses for its legacy PBX-based platform and needed to reduce communication costs for its 100-member call centre, which receives up to 400 calls per day....

Tags: Platform, Microsoft Corp., Call Centre, Payworks Payroll Services, Managed Hosting, Outsourcing, Microsoft Windows, It Operations, Business Operations, Outsourcing & Subcontracting, Operating Systems, Software

Case studies 2009-08-10

Bank Strengthens Market Opportunities With Enhanced Customer Service Tools

KASB Bank has 73 branches across Pakistan. It offers financial solutions to a large portfolio of investment, corporate, and consumer banking customers, with a comprehensive range of services. Determined to offer customers a more flexible, personalised service, Pakistan's KASB Bank deployed Microsoft Dynamics CRM 4.0 business management software. Microsoft Gold...

Tags: Bank, Customer Service, Pakistan, Microsoft Corp., Call Centre, KASB Bank, Banking, Financial Services

Case studies 2009-07-01

CentreDesk Artizan 5.402 (Windows)

CentreDesk Artizan is a multi-user Artisan call centre application, that is affordable and easy to use. Member of the CentreDesk group of Help Desk applications. Fast, easy call logging, easy call tracking, with the full history of all actions taken. Easily assign logs to artisans Time tracking, (calculates holidays and...

Tags: Microsoft Windows, Call Centre, Merging Technologies, CentreDesk Artizan, Help Desk, It Operations

Software downloads 2009-04-28

Inquira speaks in tongues with new release

San Bruno CA headquartered InQuira Inc. has unveiled the latest version of their InQuira product, and is making much of its multilingual capabilities. I spoke with Chris Hall and Peter Tebbenhoff ahead of the announcement, to learn a little more about the company and its solutions. Hall...

Tags: InQuira, Call Centre, Language, Hall, Paul Miller

Blog posts 2008-12-16

The Philippines-Based Call Centre Operator, IPCCO, Taps Datacraft's Expertise to Boost Growth Potential

Against the competitive backdrop, IPCCO has its sights set on expanding its BPO business and ramp up its agent capacity. With the goal of increasing this capacity from 250 to 1,000 seats within a year, and without compromising agent performance and affecting customer service, IPCCO recognises the need to boost...

Tags: Agent, Dimension Data, Call Centre, IPCCO, Real Estate, Business Operations

Case studies 2008-11-01

Call Centre Business Becomes Profitable With Dell

Scottish-based gr8works wanted to make their recent loss-making call centre acquisition profitable. Productivity was restricted because existing technology was at the end of its lifecycle. gr8works needed to implement a cost-effective solution for its call centre within strict timelines. The company deployed a range of Dell products. Its customer service...

Tags: Dell Computer Corp., Call Centre, Servers, Hardware

Case studies 2008-06-30

International Casino and Resort Wins Big With Avaya Consulting and Systems Integration

A premier international casino and resort was experiencing a call abandonment rate averaging 11-13 percent and as high as 15 percent in its existing call centre. An aggressive new marketing strategy was expected to double call volumes. The resort established a tightly condensed timeline of just eight weeks for its...

Tags: Resort, Casino, Call Centre, Avaya Inc., Systems Integration, It Services, Enterprise Software, Software

Case studies 2008-05-01

Call Centre Automates Processes, Cuts Training From Six Weeks to Five Days

The Reed Elsevier Group publishes 15,500 journals, books, and online publications every year. Quadrant Subscription Services serves Reed and numerous other publishers. Its 100-strong call centre subscription-focused team uses a mainframe application to manage subscription processes according to guidelines set by the company's various publishing clients. By 2006, the system...

Tags: Quadrant, Microsoft Corp., Training, Call Centre, Reed Elsevier Group, Quadrant Subscription Services, Mainframes, Servers, Hardware

Case studies 2008-05-01

NZAA Turns to Avaya to Improve Call Centre Efficiency and Regional Office Productivity

The New Zealand Automobile Association NZAA needed to implement a new communications platform after Avaya ended support for its existing ageing system. Newer Avaya technologies gave the NZAA an opportunity to manage its call centre workforce more efficiently by automating routine enquiries and enabling staff to be contacted and deployed...

Tags: Microsoft Office, Call Centre, Avaya Inc., Interactive Voice Response (IVR), Portals, Internet

Case studies 2008-04-01

Call Centre Agents Improve Performance 3.7 Per Cent With Real-Time Monitoring Solution

Global Bilgi is a leading customer interaction centre based in Turkey. In 2006, the company started developing Dashboard, an in-house solution that provides team managers with performance data such as team call resolution times. Global Bilgi and Microsoft worked together to enhance the solution by providing real-time data. Since then,...

Tags: Team, Performance, Monitoring, Microsoft Corp., Call Centre, Team Management, Performance Management, Management, Human Resources, Workforce Management

Case studies 2008-03-01

Loyalty Programme Enables Content Management and Improves Business Productivity With Integrated Server Platform

For over a decade, millions of New Zealanders have enjoyed the benefits of Fly Buys, the country's largest and most comprehensive consumer loyalty programme. Responsibility for Fly Buys' smooth operation lies with Loyalty New Zealand, a Wellington-based company that manages every element of the programme. High membership growth and increased...

Tags: Business Productivity, Server, Server Platform, Microsoft Corp., Call Centre, Content Management

Case studies 2008-02-10

Medscheme Streamlines Transaction Processing and Virtually Eliminates System Downtime

Medscheme wanted to implement a scalable, stable solution capable of handling a high number of online transactions in real time from pharmacies throughout the country and eliminated scheduled downtime caused by requirement for batch processing, regular backups and payment runs. The challenge was to improve data integrity by consolidating nine...

Tags: Data Integrity, Oracle Corp., Transaction Processing, Downtime, Call Centre, Medscheme

Case studies 2008-02-01

More People Today Prefer Talking to Machines Than Human Operators According to Global Call Centre Study

The author believes that organisations need to tackle three main problems if they are to prevent the number of abandoned calls from growing still further - information, workflow and strategy. Contact centre staff need access to the right information so that they can resolve client enquiries quickly and resolve them...

Tags: Dimension Data, Back-office, Call Centre, Operational Accounting, Finance

White papers 2007-12-10

Woosh Wireless Revamps Call Center With Avaya Communications Manager to Increase Productivity

With over 70 Customer Service Representatives (CSR's) handling hundreds of calls a day, Woosh wanted to move its call centre from a satellite office, back to its corporate headquarters while maintaining quality customer support. At the same time Woosh decided to replace the entire call centre infrastructure making it more...

Tags: Call Centre, Avaya Inc.

Case studies 2007-12-01

Clear Focus Call Centre 1.2.0.6 (Windows)

Clear Focus Call Centre is the first completely free multi-user call centre software available on the market today for Windows PC's. Clear Focus is designed with the SME in mind and offers various deployment options depending on the size of your call centre. Additionally, its multi-user capabilities allow you to...

Tags: Microsoft Windows, Clear, Call Centre, Bespoke Software Solutions, Clear Focus Call Centre, Clear Focus

Software downloads 2006-10-24

Sky-Click 1.0 (Windows)

SKY-click is the first fully featured Video and Voice over IP call centre. The solution is managed through a web-based management platform making SKY-click the most easy-to-use call-centre in the world. There is no implementation cost to profit from SKY-click. The solution can be used from anywhere in the...

Tags: Agent, Microsoft Windows, Call Centre, Sky-Click, Sky-Click 1.0, Real Estate, Business Operations

Software downloads 2006-08-21

Increasing Efficiency, Profitability and Customer Satisfaction

Kookmin Bank wanted to integrate systems and operations and to consolidate the call centres of the newly merged financial institutions. Increased efficiency was necessary for better profitability and to meet the ever-changing needs of its customers. The Seoul and Daejeon call centre operations were expanded into a combined 1,200-agent facility...

Tags: Nortel Networks Corp., Customer Satisfaction, Call Centre

Case studies 2006-08-15

Creating a Virtual Call Centre Using IP Technology

Land Information New Zealand LINZ The management of geographically dispersed staff, a single service management scenario with consistent customer service compliance and a complete picture of nationwide call-in patterns and reporting systems to plan and schedule more flexibly to call demand, was required. The deployment of Nortel's Communication Server 1000,...

Tags: Nortel Networks Corp., IP, Call Centre, Networking

Case studies 2006-08-15

Pain Relief for Call Centres

It is popular in the press to portray call centres as poor - callers get frustrated when they cannot get through, or when they are met with an automated menu of incomprehensive choices. Then when they do finally get to speak to someone - it is also a pain if...

Tags: Call Centre, RXPerience

White papers 2006-05-02