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Call center software: Performance improvement through technology

This tip offers a series of case studies that chronicles collected performance metrics before and after implementation of specific technology solutions for call centers. For call center managers contemplating the addition of new call center technology, this book will be an asset in better understanding the impact of technology in enabling higher performance. Read two chapters from the book: "The Impact of an Outbound Contact Management System on Agent Productivity" and "Improving Contact Center Productivity Through Optimized Workforce Management".

 

From Cost to Profit Center: How Technology Enables the Difference

Excerpted with permission from the second edition of "From Cost to Profit Center: How Technology Enables the Difference," authored by Jon Anton and R. Scott Davis, Copyright 2003. Published by The Anton Press, a division of BenchmarkPortal Inc. ISBN 0-9719652-8-5. For more information about this book and similar titles, please visit The College of Call Center Excellence.

Chapter 3: The Impact of an Outbound Contact Management System on Agent Productivity
Chapter 6: Improving Contact Center Productivity through Optimized Workforce Management

Powerful technology solutions designed specifically for call centers allow imaginative executives to initiate sales and service strategies that could not have been successfully implemented until now. Through these innovative call center solutions, businesses are better able to:

  1. meet member needs
  2. increase satisfaction
  3. increase market share
  4. increase revenues
  5. reduce transaction costs
  6. improve call center agent retention
  7. acquire new members
  8. retain existing members
  9. increase profits and earnings per share

Our researchers have developed a scientific method to determine the impact that such enabling technologies have on leveraging a call center's ability to achieve all of the above.

Read the rest of this excerpt and download Chapters 3 and 6 from: From Cost to Profit Center: How Technology Enables the Difference

Read other excerpts and download more sample chapters from our CRM and call center bookshelf

To purchase the book or other similar titles, please visit The College of Call Center Excellence.

 

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