| Publisher | BenchmarkPortal | ||
|---|---|---|---|
| Format | 312.2KB PDF, requires Acrobat Rdr 5 | Date added | 01 Mar 2004 |
| Topics | Call Center - Contact | ||
| Downloads | 30 | ||
In today's challenging business environment, customer contact centers are looking for ways to transform themselves from being cost centers to profit centers on their way to becoming strategic value centers, adding value to the whole enterprise. In a 2003 Aberdeen Group survey of customer service executives, 83% of the participants said that their contact center is critical or important to their enterprise. In 2004, Purdue University's Center for Customer-Driven Quality surveyed C-level executives and found that in addition to their usual focus on cost reduction and revenue generation for call centers, their new demands included caller satisfaction, increased wallet share and increased marketshare.
Did you find this white paper useful?
21 out of 50 users found this white paper useful
Related white papers
SOA ...Now What
The paper looks at the history of systems integration, workflow and BPM applications and the benefits possible from coupling SOA and BPM in todays contemporary IT landscape. It also discusses...
Measuring the Pain: What is Fragmented Communications Costing Your Enterprise?
In this document, you will discover the results of the largest-ever survey of enterprise and contact center employees. Their workflows reveal the silent but staggering costs of fragmented communications. In...
Manjushree Infotech: Implementing Cisco's IPCC Solution
Manjushree Infotech is a 100% Export Oriented Unit, providing a complete spectrum of Software Solutions & Services. Keeping in mind Manjushree Infotech's contact center plans and the fact that they...
The Power of Speech in an On Demand World
This webcast emphasizes that speech is becoming the interface of choice for many people and that speech self-service has become mainstream for many customers - supported by a clear, proven...
Case Study Webcast: How a top California School District Chose its Help Desk
Franklin-McKinley School District used to manage IT incidents on paper, then via spreadsheet. They tried a monolithic help desk system, but users complained that it was too complicated. In this Webcast,...
Case Study: How a Pennsylvania School District Overcame its IT Asset Management Nightmare
The School District of Springfield Township (Oreland, PA) was struggling with a common issue: too much IT stuff and not enough staff. They grew fast, with over 2,000 machines, and...
Empowering Call Centers to Make More Consistent, Informed, and Profitable Decisions
The web seminar will demonstrate how to enable consistent customer treatment across all channels. The webcast offers personalized, rapid service for new products and offerings with the ability to update...
