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ZDNet Resources
- The Lean Contact Centre
- The Contact Centres are facing a seemingly impossible challenge: Call volumes are rising, for seemingly no particular reason; There is increasing competition, which means that one needs to provide a better customer experience; Whilst at the same time - there is an ever-present pressure to reduce costs. In this white...
- Tags: Author, Pressure, Contact Centres
- White papers 2006-01-27
Additional Resources
- Contact Centres: Optimum service at optimum cost
- Getting the balance right between meeting the inbound call expectations of busy customers and optimising telecoms costs is the goal for many ICT managers. Technology now enables far more powerful and flexible contact centre platforms to be created without the capital outlay required for conventional systems.
- Tags: Cost, ntl:Telewest Business, Telephony, Strategy, Telecom & Utilities, Telecommunications, Networking, Management
- White papers 2009-11-16
- Bringing Multi-Channel Into the Contact Center: The Role of the Multi Channel in the Dynamic Enterprise
- This white paper examines the key issues affecting contact centres as they embark on their multichannel journey. It looks at how contact centres can break out of the voice 'Silo' and start to embrace some of the new channels that are available. Technology is not the only focus, a clear...
- Tags: Lucent Technologies Inc., Contact Center, Alcatel, Call Centers, Recruitment & Selection, Real Estate, Customer Relationship Management (CRM), It Operations, Human Resources, Workforce Management, Business Operations, Enterprise Software, Software
- White papers 2009-01-01
- 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
- Police Force Enables Compliance Through Next-Generation Communications
- Thames Valley Police wanted to enable the general public to contact police via different methods, to meet Home Office directives and agreed internal targets. Thames Valley Police deployed full upgrade to a highly secure and robust data network, utilising the Nortel Ethernet Routing Switch 8600 portfolio, upgrade of multiple Meridian...
- Tags: Nortel Networks Corp., Compliance
- Case studies 2008-07-30
- Securing the Contact Centre in Asia-Pacific
- The contact centre industry has transformed dramatically over the last decade. Contact centres form the heart of the organisation today, and are often the primary or only point of contact with the customer. New opportunities in the contact centre, however, also result in a new set of security challenges. Although...
- Tags: Dimension Data, Contact Centre Industry, Security
- White papers 2008-05-22
- Headaches in Armonk but will green lose out?
- No doubt the IBM top team will be passing around the Tylenol today in Armonk as they figure out what to do next after their temporary exclusion from further contracting with the US Federal government. Sadly it is not an April fool's joke - the US Attorney's office for the Eastern...
- Tags: U.S. Environmental Protection Agency, IBM Corp., FCW, Purchasing & Procurement, Financial Management, Government, Business Operations, Financial Planning, Finance, James Farrar
- Blog posts 2008-04-01
- Is the Traditional Contact Centre Model Workable in Today's Fast-Moving Globalised Business?
- The world is changing rapidly for traditional contact centres. A new operating model is emerging to help directors and CEOs manage growing complexity and changing pressures on customer communications. Understanding the changing environment for communications is the first step to being ready to implement next generation contact centres. This paper...
- Tags: Oracle Corp., Centre
- White papers 2007-10-01
- The Role of Presence in the Contact Centre
- While the range and complexity of calls into contact centres continues to rise, there is great focus on reducing operating costs and retaining a loyal, profitable customer base by optimising the processes to manage calls. Presence has an important role to play in this. By combining presence, status, expertise and...
- Tags: Call, Dimension Data, Product Marketing, Marketing
- White papers 2007-08-01
- Implementing a unified desktop interface - best practices for contact centres
- This white paper addresses the challenge of contact centres in mainframe-intensive environments and the benefits of a unified desktop interface. It looks at real-world contact centres to highlight problems and solutions.
- Tags: Attachmate Corp., Best Practice, Mainframes, Desktops, Servers, Hardware
- White papers 2007-05-11
- EDS Australia Creates 'World Class' Multichannel Contact Centre Achieving ROI Within 13 Months
- With the evolution of call centres to contact centres and new service level requirements to support multimedia contacts - phone, fax, email etc - along with multiple customers introducing different service levels associated with each media contact, EDS ANZ Australia and New Zealand knew it needed to upgrade its system...
- Tags: ROI, Electronic Data Systems Corp., Avaya Inc., EDS Australia, Roi/Tco, Service Level Management, Fax, Finance, Managerial Accounting, It Operations, It service Management
- Case studies 2007-05-01
- Creating Competitive Advantage Through Converged Communications
- The availability of a global telecommunications infrastructure has allowed enterprises to become more distributed and to operate key business functions such as finance, manufacturing and customer contact centres across the world. In a quest for increased profitability and efficiency, the outsourcing and offshoring of non-core competencies to geographic areas with...
- Tags: Competitive Advantage, International Data Group, Telephony, Outsourcing, Telecom & Utilities, Telecommunications, Networking, It Operations, Business Operations, Outsourcing & Subcontracting
- White papers 2007-05-01
- Virtual Contact Centers and Outsourcer Management: Unlocking the Potential of Virtual Contact Centers
- In a business world witnessing rapid globalization and consolidation, Virtual Contact Centres VCCs promise compelling financial savings and customer service benefits. However, achieving these aims is often difficult. This White Paper reviews the market drivers for VCCs, options for outsourcing, and the financial and...
- Tags: Financial, Outsourcing Company, Contact Center, Exony, Call Centers, Outsourcing, Customer Relationship Management (CRM), Globalization, Financial Accounting, It Operations, Business Operations, Outsourcing & Subcontracting, Enterprise Software, Software, Strategy, Management, Finance
- White papers 2007-03-12
- Unix vs. Windows or: sometimes a fool is just a fool
- The December 19th issue of the Economist had an unsigned article under the title Consumer technologies are invading corporate computing, celebrating the end of corporate IT control - in the form of praise for an out-sourcing to google of various services at Arizona State University. The...
- Tags: E-mail, Unix, Microsoft Windows, Mr Sannier, Using Googles, Google Inc., software, information technology
- Blog posts 2007-01-03
- Web 2.0 isn't dead, but Web 3.0 is bubbling up
- Web 2.0 isn't dead, but Web 3.0 is bubbling upWhen will Web 3.0 be bornThere will be a short intermission before the birth of Web 3.0, if the past is any indicator. First a few latecomers to the party will have to take a financial bath as the musical...
- Tags: Channel management, Web 3.0, Web, IKEA, E*Trade Financial Corp., Web 2.0
- Discussion threads 2006-11-12
- 5 Strategies to Deliver World Class Customer Service in Financial Services
- Financial Services providers can significantly improve their competitive position, acquire more new customers, retain their profitable existing customers and manage their costs more effectively by offering World Class Customer Service in their Contact centres. Providing World Class Customer Service cannot be achieved by simply employing the best contact centre staff...
- Tags: Strategy, Customer Service, Nortel Networks Corp., Financial Service, Financial Services Company, Financial Planning, Financial Services, Finance
- White papers 2006-08-01
- Improving Customer Service and Reducing Cost-to-Serve: The Utilities Challenge
- Microsoft recently conducted research surrounding the key issues for utility companies and their customer contact centre operations. From the findings, it is apparent that many centres are under enormous pressure to increase service provision, while maintaining and even reducing cost overheads. The piecemeal approach to implementing technology has exacerbated the...
- Tags: Customer Service, Microsoft Corp., Telecom & Utilities, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software
- White papers 2006-04-01
- Egypt's goal: To be the land of offshoring
- Egypt's goal: To be the land of offshoringHigh Ambitionswell, I wish good luck to the country, but I have some concerns about security. Lest us forget that there might be extreme islamists in that country and many people are not tolerant to western cultures.Many would hope that does things go...
- Tags: Social Security, Telecom Egypt, Egypt, outsourcing
- Discussion threads 2006-02-10
- Unix vs. Windows or: sometimes a fool is just a fool
- The December 19th issue of the Economist had an unsigned article under the title Consumer technologies are invading corporate computing, celebrating the end of corporate IT control - in the form of praise for an out-sourcing to google of various services at Arizona State University. The...
- Tags: Mr Sannier, IT Retardants, Enterprise Policy, General
- Blog posts 2006-01-03
- 70% of Indian business process outsourcing companies to die within the next few months
- 70% of the top 15 Indian business process outsourcing start-ups will cease to exist in the coming months, Gartner said. Offshoring customer service will not be as widespread as expected. In 2005, it is expected to be less than 2% of the total and will grow only to less than...
- Tags: Business process outsourcing (BPO), Outsourcing, IT Services, BPO, business process
- Blog posts 2005-04-13
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