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Contact Center
Research Library
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Portrait Software
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Long viewed as a “cost center” that must be managed and constrained, best in class organizations are responding to the new economy by retooling their contact centers as critical new profit centers for their business. What’s the driver? Quite simply, organizations can no longer afford to leave money on the table.
With financial, telecom, retail and other consumer oriented organizations being ...
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Varolii Corporation
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Arguably, contact centers measure themselves in more ways than virtually any other group. Every day, they assess their operational performance against a broad range of objectives. The results of these measurements can pave the way for continual performance improvements in diverse areas from customer service quality to agent efficiency – even to overall operational efficiency.
And, every day, ...
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CosmoCom, Inc.
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Healthcare providers are increasingly discovering that IP contact center technology can be a critical tool for providing patients with unprecedented and cost-effective access to superior healthcare services. At the same time, contact center-based healthcare applications enable providers to extend their services to growing numbers of patients.
This white paper takes a high-level look at how IP ...
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CosmoCom, Inc.
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Business used to be slower, and it used to move in steadier, more predictable rhythms. But the days of unvarying activities yielding predictable outcomes are rapidly going the way of the big iron business systems that made them possible.
The business world is adopting an on-demand model, and for a very good reason: the business environment is changing faster and becoming more unpredictable. ...
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Avaya Inc
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In any contact center, labor costs are typically the largest annual expense component, exceeding 60% of total operational costs. Traditional high turnover rates, leading to additional costs for new hire training and the hidden costs of lower productivity, have amplified the total costs of staffing the contact center on an annual basis.
As unemployment rates hover at historic lows across North ...
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