call-center Resources on ZDNet

Sponsored White Papers, Webcasts, and Downloads

ZDNet Resources

Discover's new call center web app: Diane Offereins, CIO at Discover Financial Services discusses how the company is making the company's web site and customer call center more seamless by sharing technologies between the two entities. by Administrator; Tags: Web, Call-center, Call Centers, Channel Management, Customer Relationship Management (CRM), It Operations, Marketing, Enterprise Software, Software, Administrator; Blog posts 2008-02-05
Middle East Internet outage: Do you have backups for your offshore ops?: Countries across the Middle East are sans Internet connections due to a cable break on Wednesday. Two lessons: The Internet in some areas lack redundancy and telecommunications infrastructure is weak. And companies that outsource customer service operations offshore need to plan ahead. Egypt's Minister of Communications and...; Tags: Offshore, Customer Service, Call-center, Backup, Outage, Egypt, Internet, Outsourcing, Cable, Customer Relationship Management (CRM), Manufacturing, Call Centers, Product Marketing, Network Technology, It Operations, Business Operations, Outsourcing & Subcontracting, Telecommunications, Personal Technology, Enterprise Software, Software, Marketing, Networking, Larry Dignan; Blog posts 2008-01-31
Here are five of the reasons why tech customer support "sucks": You so totally need to purchase the February issue of Wired. Just went on sale, and I got mine. Cover story is Why Things Suck: The 33 Things That Make Us Crazy. Turning to the Customer Service...; Tags: Customer Service, Call-center, Reason, Call Centers, Customer Relationship Management (CRM), Product Marketing, Real Estate, It Operations, Enterprise Software, Software, Marketing, Business Operations, Russell Shaw; Blog posts 2008-01-19
PrettyMay Call Center for Skype (exe): PrettyMay Call Center for Skype PMCCS is a 100% software-based call center solution for Skype. It allows small or medium businesses sized to quickly and affordably implement a Skype PBXaka PABX system with auto-attendant, interactive voice response IVR, extension transferring, call recording, personalized voicemail capabilities - and a lot more...; Tags: Call-center, Skype Technologies S.A., IVR, Interactive Voice Response (IVR), Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software; Software downloads 2008-01-17
call-center Comparison Guide: Compare these VoIP call-center vendors to find the best one for your business. So, you know that a VoIP call-center enhances customer service and, in return, helps attract and retain customers. But which VoIP call-center vendor do you choose for your specific needs? This Comparison Guide evaluates major vendors...; Tags: Call-center, VoIP-News, Call Centers, Customer Relationship Management (CRM), Telephony, VOIP, It Operations, Enterprise Software, Software, Networking, Telecommunications; White papers 2008-01-10

Axon (exe): Axon is a free virtual PBX designed to manage calls in a business or call center. Any business, whether small or large, can now implement a scalable VoIP based PBX by installing this software on any Windows PC. The software works as a fully featured telephone switch connecting to phone...; Tags: Software, Call-center, PBX, Axon, Telephony, VOIP, Call Centers, Networking, Telecommunications, It Operations; Software downloads 2008-01-09
Dell blames Citi, India call center for order snafus: Dell blames Citi, India call center for order snafusThat's No answerto me.The problem I see in your story is not so much the fact that you encountered paiement problems, and the reason why these occured, or the fact that you thought you might be charged twice. The problem is that...; Tags: Call centers, Customer relationship management (CRM), responsiveness, Dell Computer Corp., call-center, order snafu, help desk, Citigroup Inc.; Discussion threads 2007-12-20
call-center Buyer's Guide: Use this Buyer's Guide to select the call-center solution that's a perfect fit for your business. Implementing the right call-center solution is a key factor in keeping your customers happy, as it is often their first line of contact with your company's sales or support agents....; Tags: Call-center, VoIP-News, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software; White papers 2007-12-20
How Cisco IT Migrated Call Centers to IP Contact Center: Cisco was rapidly growing as a company, particularly through acquisitions. With this growth came the need to manage diverse call centers, each with different systems, operating procedures, and business focus. Cisco business and call center managers faced several challenges, including: costly, inefficient call handling, inconsistent service to callers, inconsistent reporting...; Tags: Call-center, Information Technology, IP, Cisco Systems Inc., Call Centers, It Operations; Case studies 2007-12-13
Oak Ridge attacks linked to China: Oak Ridge attacks linked to ChinaRE: Oak Ridge attacksThere is only one question that [b]needs[/b] to be answered:"How the hell did this happen at a sensitive research laboratory"?????A second question:"When are heads going to roll"?????RE: Oak Ridge attacks linked to Chinait IS Chinese government, and they are attacking with impunity...; Tags: Call centers, SECURITY, Oak Ridge, attack, call-center; Discussion threads 2007-12-12
Servinext Achieves Operating Excellence and Improves Competitiveness With Call Center: Servinext S.A. wanted to implement a solid, robust, scalable technological infrastructure to support the firm's growth and offer information services at competitive prices with the highest levels of efficiency, control, and affordability. The challenge was to reach high indexes of quality in client service to increase productivity and competitiveness and...; Tags: Oracle Corp., Call-center, Competitiveness, Competitive Price, Information Service, Servinext, Call Centers, Remote Access, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software; Case studies 2007-12-01
Provide a Better Customer Experience: A recent survey shows that 13.3% of calls are abandoned before they are answered - an all time-high and a sizable increase from 5% in 2004. Call centers based on unified communications can provide faster, more intelligent customer response while decreasing call center operating costs. The attendee of this webcast...; Tags: Call-center, Unified Communications, Cisco Systems Inc., Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software; Webcasts 2007-12-01
Technologies for Raising Efficiency in Support Services: This paper describes Fujitsu Laboratories' research and development activities for raising efficiency in support services such as those provided by hardware support operation and call centers. Efficiency can be raised by assigning the appropriate human resources to support services and enhancing call center agent skills. This paper describes technologies that...; Tags: Agent, Call-center, Support Services, Fujitsu Ltd., Real Estate, Call Centers, It Services, Business Operations, It Operations; White papers 2007-10-01
CallAssist: Helping Call Center Agents in Preference Elicitation: The increasing complexity of products and services being offered by businesses has made providing customers with easy access to technical assistance an important business function. Therefore, most businesses operate call centers to respond to product related queries from consumers. An emerging model is to let a third-party to run the...; Tags: Agent, Call-center, Call Centers, Customer Relationship Management (CRM), Real Estate, It Operations, Enterprise Software, Software, Business Operations; White papers 2007-09-28
Still Struggling to Reduce Call Center Costs Without Losing Customers? The Right Technologies Lead the Way Out of the Call Center Dilemma: While setting their customer service strategy, some organizations have focused solely on cost reduction through outsourcing and basic automation. In the process, though, many have discovered that efforts to unduly curb operational expenses are alienating customers -- and eventually eroding profits. When confronting the growing pains of their customer service...; Tags: Customer Service, Call-center, SAP AG, Call Centers, Customer Relationship Management (CRM), Product Marketing, It Operations, Enterprise Software, Software, Marketing; White papers 2007-09-13
Minimizing Risk in an Interrupt-Driven World: Life in the Outbound Call Center Regulatory and Policy Compliance Management: It's the classic outbound Call Center problem. The interrupt-driven, unpredictable nature of the business means even the most button-down and best operational plans and strategic direction can change on a dime. This gives little time to react and a lot of room for error. Especially if these changes are managed...; Tags: Call-center, Compliance, Austin Logistics, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software; White papers 2007-09-11
Help Desk Renaissance: A New Understanding of the Importance of Technical Support Services: The technical help desk has traditionally been a place where minimal effort or expense is placed. To save money, many companies have sent their call centers overseas. However, new issues are developing which are causing companies to rethink their technical support strategy. These issues include an increase in technological frustration...; Tags: Call-center, Support Services, Mt. Hood Community College, Help Desk, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software; White papers 2007-09-08
Call centers put accent on speech recognition: Call centers put accent on speech recognitioncall centerspersonally I am tired of speaking to people that speak english,but their accent makes it impossible to understand.Then thet get irrate when you ask for a representative who can speak english that can be understood.I guess another price we pay for our global...; Tags: Call centers, Customer relationship management (CRM), call-center, accent, speech recognition; Discussion threads 2007-08-23
New call center solution unveiled for Skype: Call centers- love 'em or hate 'em, but you probably will talk to one sooner rather than later. These are the folks that some people call phone-based "customer service."You may not realize this, but Skype has vivid aspirations of being a major player in the call center game. Skype is...; Tags: Call-center, Skype Technologies S.A., Russell Shaw; Blog posts 2007-08-22
Providing next-generation, browser-based customer support with Motorola eCare: It's no secret that customers are the lifeblood of any organization. And as the expectations for superior customer service increase, organizations are realizing the need to arm their reps with the right interactive tools necessary to resolve the customer issue quickly and securely. With this increased investment comes increased...; Tags: Call-center, On-demand, Remote Support, Web Browser, Motorola Inc., Help Desk, Call Centers, Remote Administration, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software; White papers 2007-07-01