SmartBiz IT Research Library

WHITE PAPER - This paper examines how Call Centers in a number of industries have been able to significantly improve agent performance while reducing cost by using Agent Power Planning and Scheduling from Desk flex.
Posted: September 1, 2008 | Published: August 28, 2008


Topics:  Call Center Management | Call Center Software | Contact Center Workforce Management | Contact Center Workforce Management Software | Help Desks | Service Level Management | Staffing

WHITE PAPER - The Avaya Unified Communications for Teleworkers solution provides at-home employees the tools that help them stay connected, productive, and satisfied--and IT staff the technology to minimize management complexity.
Posted: June 2, 2008 | Published: March 3, 2008


Topics:  Call Center Management | Call Center Software | Contact Center Management | Contact Center Workforce Management Software | Home Offices | Productivity | Workforce Management Software

WHITE PAPER - This paper summarizes for contact center managers the facts and fiction regarding the environmental benefits of home agent programs.
Posted: June 2, 2008 | Published: March 1, 2008


Topics:  Call Center Management | Call Center Software | Contact Center Management | Contact Center Workforce Management Software | Contact Management Software | Customer Service | Home Offices | Virtual Offices

CASE STUDY - The company wanted to meet a goal of answering 92% of all customer calls before abandonment, without adding staff.
Posted: May 19, 2008 | Published: May 1, 2008


Topics:  Call Center Management | Call Center Software | Call Centers | Contact Center Workforce Management Software | Contact Management | CTI (Computer Telephony Integration) | Data Services | GPRS | Human Resource Systems | Interactive Voice Response | IVR | ROI | Workforce Management Software

SOFTWARE DEMO - N-Focus provides critical insights into your call center operations.
Posted: August 31, 2004 | Published: August 31, 2004


Topics:  Call Center Software | Contact Center Workforce Management Software

PRODUCT OVERVIEW - N-Focus is a truly unique software solution that gives you valuable insight into the operations of your call center.
Posted: August 31, 2004 | Published: August 1, 2004


Topics:  Call Center Software | Contact Center Workforce Management Software

PRESS RELEASE - Voice Print International (VPI), a world leader in digital voice and data recording and quality assurance solutions, today announced the general availability of its Activ! View application for customer-centric screen capture.
Posted: July 6, 2004 | Published: February 11, 2003


Topics:  Call Center Management | Contact Center Workforce Management Software

PRODUCT OVERVIEW - Voice Print's Activ! View screen capture software provides the supervisor real-time visual status of each agent.
Posted: July 6, 2004 | Published: June 1, 2004


Topics:  Call Center Management | Contact Center Workforce Management Software

PRODUCT OVERVIEW - Voice Print's Activ! IQ call center quality monitoring software application gives you insight regarding the most pressing issues facing contact centers today - customer service and agent effectiveness.
Posted: July 6, 2004 | Published: June 1, 2004


Topics:  Call Center Management | Contact Center Workforce Management Software | CRM