You are here: silicon.com > Resources > White Papers > Enterprise Applications > Customer Management > Call Center - Contact

Optimize Contact Centers to Reduce Costs and Increase Customer Loyalty

Tags:
call center - contact

Overview I'm sorry, the system is slow today...please hold. Has this ever happened to you? Could it be happening in your contact center? What is the cost of system performance problems to your company? Today's Contact Center environment is becoming increasingly complex with the integration of Legacy systems, CRM, Web and more. This complexity results in greater potential for performance and availability problems. At a time when Contact Center managers and IT directors are being asked to do more with less, companies cannot afford any loss in agent productivity due to poor systems performance. This Webinar will explain how Topaz for Contact Centers can proactively measure, manage and improve business processes, and how it impacts agent productivity.

Further White Paper Details
Publisher	Mercury Interactive Corporation
Live Date	16th October 2003 00:57 BST
Format	Webcast
Topics	Call Center - Contact, Business Strategies

Did you find this white paper useful?

TechRepublic Resource Guide: How well are you meeting your customers needs?

Publisher:
Inside CRM

July 10th: Just MASH Marketing: The Customer Reference Mashup

Publisher:
Serena Software

Improving Office Productivity: Shared Workspace, Meeting Rooms, Conference Rooms Software

Publisher:
EPAZZ, Inc.

Eight Strategies for First-rate Customer Service

Publisher:
Cisco Systems

Promero Delivers a Reliable, Flexible, and Robust Contact Center Platform to a Global Customer Base

Publisher:
Oracle

Tags:
customer support services

Banks still prefer to build their own systems

There are so many legacy systems that we’ve grown up on there will always be a measure of that but I always try to get the best solution - sometimes that's products from outside, sometimes that's inside - there's got to be a balance.

Channel:
Applications

Over-complex IT creates cost headache for bosses

He said: "Despite many years of recognising that complexity is the enemy of productivity and cost reduction, there is a clear lack of joined-up thinking on the part of these senior decision makers on how to address the problem and break this...

Channel:
Servers
Tags:
complexity

Quocirca's Straight Talking: The work/life balancing act

I negotiated the final sales price with the agent (and indirectly purchaser) via text message while travelling on the train; the contracts exchange was orchestrated by mobile phone from a hotel lounge during a meeting; and the agent and I later...

Retail CIOs aiming to ditch legacy of IT complexity

There will be much more emphasis on bringing up-to-date information to the staff who can use it to increase sales and reduce loss. Yet retailers traditionally spend proportionally less on IT than almost any other sector, leaving many companies with...

Channel:
Retail & Leisure
Tags:
cio50,
retail,
cios

IT must be called to account over emissions

Quocirca interviewed more than 300 US, UK and other European data centre decision makers - IT directors or CIOs, IT managers and data centre managers. Almost half (47 per cent) do not bother to measure server use, while an incredible one in five...

Quocirca's Straight Talking: Print issues in black and white

On top of all this, few organisations have document accounting systems that accurately measure the true usage for printing and imaging. But many eventually turn to outside specialists with managed print services because of the scale, complexity and...

Live Webcast: Telecoms 2.0 - Where is telecoms heading?

In this webcast, our panel of experts will review where we are with next generation telecoms in the UK, working through the concept of 'Telecoms 2.0': - Realising the potential of Next Generation Networks - why it isn't just about the technology? - What attributes should firms be looking for in their telco partner? - Is the relationship between telco provider and customer changing? - What things need to happen to make next generation services a reality? - You say you want the supplier to change. Do you want to change too? - What is Telecoms 2.0?

Publisher:
ZDNet UK

Telecom 2.0: Mind over matter

ntl:Telewest Business believes that the role of the telco is evolving. Gone are the days when it was enough to simply focus on circuits and minutes, customers now need a far higher degree of interaction and look for suppliers who will talk business solutions with them.

Publisher:
ntl:Telewest Business

IBM Information Server Change Data Capture

In today's fast-paced world, access to real-time data has never been more important. To be successful, organizations need to be able to report and analyze corporate data quickly and easily, regardless of what applications created the data, what platform they're running on, or what database they're stored in.

Publisher:
IBM

An examination of server consolidation: the trends that can drive efficiencies and help businesses gain a competitive edge

This white paper provides a starting point for organizations contemplating server consolidation. It includes an overview of server consolidation concepts and techniques and provides guidance on methodologies. It also looks at the potential cost savings associated with server consolidation and offers information on how organizations can sustain the advantage they have gained by consolidating their servers.