| What is Call Center |
| A call center is a central place or network of places
where customer and other telephone calls are handled by an
enterprise. Typically, a call center has the ability to handle
a considerable volume of calls at the same time, to screen
calls and forward them to someone qualified to handle them,
and to log calls.
Call Centers are used by mail-order catalog organizations,
telemarketing companies, computer product help desks, and
any large enterprise that uses the telephone to sell or service
products and services. |
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| Experts Corner |  How can I reduce the risk of a security breach when a customer calls?
John P. Joseph, VP Corporate Marketing, Envox Worldwide
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| Highlights |
 Customer Defection: a Signal for the Spanish Telecom Market
The world is becoming generally more mobile and less loyal. With the mobile telecoms industry showing high levels of customer defection throughout Europe, it is no wonder marketers are becoming obsessed with retention strategies. Yet despite all the effort and investment going into customer retention and loyalty, the effective strategies implemented by well known success story companies are not yet the norm.
by Giovanni Pellegrini, Sales Director Southern Europe
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| Author: By Srivalsan K Pillai |
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Doc Type: White Paper
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| Pages: 7 |
Format: PDF |
Size: 128 kb |
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| Abstract: Copious amounts of data are captured in CRM’s daily. This data is typically analysed to determine the top 10 reasons for customers contacting the organization for help. The analysis becomes the basis for corrective action to minimize customer problems and for training to enhance customer experience. |
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Call Centers | |
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| Author: By Microsoft |
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Doc Type: White Paper
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Format: HTML |
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| Author: By SAP America, Inc. |
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Doc Type: White Paper
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Format: HTML |
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