ITIL is a method for organizing and delivering your IT services using best practices to help you give your team the utmost in efficiency, quality and collaboration. ITIL standardizes and formalizes the way service desk functions are delivered, among other IT elements. Through the shared knowledge of businesses, IT minds, and IT experts across several industries, ITIL continues to be a valuable resource to your organization.
The virtual contact center model is becoming increasingly popular among businesses of all types. But, in order to ensure successful operations, companies need to implement a variety of call center software technologies to ensure the highest quality service across the entire network of agents.
Call center CRM software offers a broad range of features and functionality designed to empower agents to better respond to customer needs and requests. With call center CRM software, businesses can improve productivity, reduce service delivery costs, boost revenues, and improve customer satisfaction.
As customers demand more responsive and more convenient service, more and more call centers are becoming multi-channel contact centers. Read on to learn more about the call center software packages that make successful multi-channel interactions a reality.
Optimizing customer satisfaction and loyalty is a key goal among today’s businesses, and many are turning to call center software to address the challenges that hinder peak client retention. Read on to learn how call center software helps companies achieve critical customer loyalty objectives.
Companies who move to a virtual call center model can realize significant advantages, including reduced overhead costs, broader employee selection, improved agent retention and greater continuity of service.
Call centers feature different applications and various aspects depending on the type of company.
As operating expenses continue to rise, today’s contact centers are under increasing pressure to contribute to their companies’ bottom lines. Read on to learn how call center software can help transform these cost centers into profit centers.
In 2002, Clarify was acquired by Amdocs. Since then, the Clarify CRM /call management solution has evolved to become a fully-integrated customer relationship management package.
Markets today are saturated with competitors operating in the delivery of commodity products, and companies seeking to differentiate themselves are leveraging best in class call center capabilities. This approach does not come without considerable cost, however, and to offset the budget crunch, a number of providers are moving to the cloud.