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Topics Related to Your Search

Call Center Management | Customer Relationship Management (CRM) | Contact Center Management | Customer Service (General) | Customer Experience Management (CEM) | Help Desk and Call Management | Workforce Management | Unified Communications / Voice & Data Convergence | Customer Interaction Management | Telephony/ CTI/ VOIP

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CRM Buyer’s Guide – 2011 Edition by SearchCRM

June 02, 2011 - (Free Research) Welcome to SearchCRM.com’s Buyer’s Guide. This directory was designed to be a valuable resource for those getting started with research or evaluating vendors in the CRM market.
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How to Fine-Tune your Contact Center by SearchCRM

August 07, 2013 - (Free Research) With call center software, best business practices can be difficult to navigate. But the payoff is worth investigating. In this handbook, readers find detailed explanations of the latest call center technologies as well as insight on call center management—including schedule and workforce management.
(EGUIDE) VIEW ABSTRACT | GO TO

3-2-1 Contact the Call Center by SearchCRM

January 31, 2013 - (Free Research) Contact centers can't live in the past. This three-part handbook offers insight into how contact centers can modernize an agent's tools to meet the demands and needs of customers whose mobile and social empowerment has put companies in the virtual hot seat.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Differences between Avaya Aura Contact Center (AML or SIP) and Avaya Aura Call Center Elite by Global Knowledge

October 29, 2013 - (Free Research) In this exclusive paper, Global knowledge instructor Brett Hanson answers crucial questions concerning the various Contact Center solutions that are available from Avaya.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Cisco Unified Communications: Unifying Communications Infrastructure by Global Knowledge

December 2008 - (Free Research) Cisco's unified communications vision combines individual systems with different communications capabilities into a cohesive, powerful communications ecosystem that allows a business to revolutionize itself overnight.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Best Practices for Home Agents by Avaya Inc.

June 2008 - (Free Research) Employing home agents allows you to expand and improve your call center team. And they can be a form of insurance to keep your business running if disaster strikes. This white paper contains best practices for developing a Home Agents program.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The GeoTAX ® Enterprise Tax Management solution by Pitney Bowes Group 1 Software

The GeoTAX ® Enterprise Tax Management solution provides you with the necessary tools to centralize all your corporate tax jurisdiction processing needs and supports critical tax compliance issues. 
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3-2-1 Contact: The Call Center in a Multichannel World by SearchCRM

April 2014 - (Free Research) Learn how mobile apps are changing how agents interact with customers -- and how some companies are integrating mobile CRM with the contact center.
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PocketClock/GPS by Exaktime

While JobClock is designed to be locked down and left at a jobsite 24/7, PocketClock/GPS is a portable solution that is ideal for: -Crews on the move, -Multiple cost codes, -Service and route work 
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Avaya CS 1000: Defining Calling Line Identification Numbers by Global Knowledge

May 2013 - (Free Research) This white paper describes a two-part process used to define CLID information for both emergency and non-emergency calls. The first part involves defining the number(s) that will be sent to the called party. The second part of the process involves assigning the CLID entry to an analog telephone or to a key on a digital or IP telephone.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Avaya Aura Contact Center Database Integration Wizard: Part Two, Data Exchange by Global Knowledge

July 2013 - (Free Research) In Part 2, Data Exchange, of this series on the Avaya Aura Contact Center Database Integration Wizard you will see how to use the SEND REQUEST and GET RESPONSE operations so that customer information collected during the call to the contact center system can be exchanged with a backend database.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Avaya Aura Contact Center Database Integration Wizard: Part One, Sending Data by Global Knowledge

June 2013 - (Free Research) In Part One: Sending Data, of this two-part series on the Avaya Aura Contact Center Database Integration Wizard (DIW), you will see how to integrate the Avaya Aura Contact Center with a backend database management system in order to to capture call information and store it in a database for reporting purposes.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Software Testing eZine Vol.2 - Testing Strategies for Complex Environments: Agile, SOA by SearchSoftwareQuality.com

May 2009 - (Free Research) In this issue of SearchSoftwareQuality.com's Software Testing eZine, we'll discuss a Service Oriented Architecture (SOA) as a new testing environment as well as an Agile software development (ASD) methodology.
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The New CRM Metrics: Putting Them to Work by SearchCRM

January 2013 - (Free Research) There is added pressure for contact center agents, with customers armed to the teeth with devices to connect with businesses- from tweets to texts to telephone calls. But with proper metrics to gauge their performance and lead to instructive training, some of that pressure can be alleviated.
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The Mixed Blessings of Contact Center Automation by SearchCRM

May 2014 - (Free Research) Contact center technologies ease customer frustration with call center inefficiency, but they don't replace the human touch.
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Forging a CEM Strategy That Can Power Commerce by SearchCRM

April 2014 - (Free Research) With a seemingly exhaustive number of methods to communicate -- not to mention an expected $280 billion in U.S. e-commerce sales in 2015 -- contact center technology today requires a new approach.
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Customer Experience Exchange E-Zine Issue 2 by SearchCRM

January 2012 - (Free Research) This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies.
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Unified Communication Manager - Class of Service by Global Knowledge

February 2013 - (Free Research) This whitepaper unveils how Class of Service within Cisco's Unified Communication Manager can help you control which phone numbers can be called by particular devices. View now to learn how this simple, flexible solution can be effective in numerous situations.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Forging a CEM Strategy by SearchCRM

August 2013 - (Free Research) Shoppers are looking for more personalized, responsive, relevant experiences, and in order to provide that, your business needs an effective customer experience management (CEM) strategy. Learn how when you access this expert three-part e-guide and discover six top concepts that make up a successful CEM strategy.
(EGUIDE) VIEW ABSTRACT | GO TO

Microsoft System Center Configuration Manager 2007 SP2, R2, R3 by Global Knowledge

July 2010 - (Free Research) The fourth edition of Microsoft’s System Management Server was released in August, 2007 with a new name, System Center Configuration Manager, making it part of the System Center brand. This paper will go through the components of each variety of this product to clear up any confusion around this valuable piece of management software.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Evaluating Payroll Options for Your Mid-sized Business: In-house, Outsourced, or a Blend of Both? by Sage Abra

March 2008 - (Free Research) When deciding between payroll software, a payroll service, or a blend of both, there are many factors to take into consideration, including choosing a vendor known for experience in the payroll industry.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Cisco Unified Communications Manager Express by Global Knowledge

May 2013 - (Free Research) Unified Communications has gained status as a widely adopted way of communicating. This technology brings an incredible feature set to even smaller business entities. For small-to-medium sized companies, the Cisco Communications Manager Express, or CUCME, can enable business-class telephony with lower operational costs.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

The Hackett Group’s 2013 Global Payroll Technology Performance Study by Workday

March 2014 - (Free Research) The Hackett Group's new study reveals just how many organizations continue to struggle with their payroll operations. Read the full report to learn about payroll trends, current challenges, and what changes are in store for global payroll technology.
(WHITE PAPER) VIEW ABSTRACT | GO TO WHITE PAPER

Aker Shipyard Reduces Fees and Payroll Error to Achieve 110% ROI Fast. by Kronos Incorporated

December 2008 - (Free Research) In September 2003, Aker's payroll and human resources team determined that its current human resources application, Abra could no longer support the company in pursuing its organizational objectives. Aker evaluated solutions from Kronos, ADP, and Ceridian. Kronos Workforce HR and Kronos Workforce Payroll were chosen for a number of reasons...
(CASE STUDY) VIEW ABSTRACT | GO TO CASE STUDY

Customer Experience Exchange E-Zine: Issue 3 by SearchCRM

March 2012 - (Free Research) In this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%.
(EZINE) GO TO

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