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Telecom and networks North American insurance and banking contact center data

Recurso electrónico / electronic resource
Registro MARC
Tag12Valor
LDR  00000cam a22000004b 4500
001  MAP20090101494
003  MAP
005  20191202112018.0
008  091130s2009 usa|||| ||| ||eng d
040  ‎$a‎MAP‎$b‎spa‎$d‎MAP
084  ‎$a‎216
1001 ‎$0‎MAPA20080064693‎$a‎Carney, Ellen
24500‎$a‎Telecom and networks North American insurance and banking contact center data‎$c‎Ellen Carney
260  ‎$a‎Cambridge‎$b‎Forrester Research‎$c‎2009
500  ‎$a‎From : Enterprise and SMB networks and telecommunications Survey, North America and Europe, Q1 2009
520  ‎$a‎The online channel is more mature in the banking industry than in insurance, and that maturity is reflected in bank plans to reduce the number of contact center seats supported. The need to improve contact center staff productivity is driving the increased investment among surveyed banks, especially in the face of contact center seat decreases. The desire to directly manage contact center staffs among insurers reflects the industrys long-standing thinking about mitigating risk through direct control. Cost control plays into insurer plans to upgrade contact center technology in areas like interactive voice response, computer-telephony integration, and migration to IP-based systems since these upgrades improve productivity and efficiency of both contact center staffs and network and telecom resources
650 1‎$0‎MAPA20080590567‎$a‎Empresas de seguros
650 1‎$0‎MAPA20080538217‎$a‎Banca
650 1‎$0‎MAPA20080594589‎$a‎Análisis comparativo
650 1‎$0‎MAPA20080588267‎$a‎Telecomunicaciones
650 1‎$0‎MAPA20080612337‎$a‎Redes de comunicaciones
650 1‎$0‎MAPA20080566968‎$a‎Productividad
650 1‎$0‎MAPA20080558956‎$a‎Interacción
650 1‎$0‎MAPA20080568863‎$a‎Estados Unidos
7102 ‎$0‎MAPA20080436582‎$a‎Forrester