Call Centers White Papers

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Feb 10, 2012

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Call Centers
ALSO CALLED: Call Centres DEFINITION: An inbound call center is one that exclusively or predominately handles inbound calls (calls initiated by the customer) rather than outbound calls. A call center may handle either only inbound or outbound calls or might deal with a combination of the two.
Call Centers White Papers (View All Report Types)
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The Inner Circle Guide to Speech Analytics sponsored by Calabrio, Inc. WHITE PAPER: Read this comprehensive paper to gain valuable information for getting the most out of a speech analytics system. Posted: 31 Jan 2012 \| Published: 31 Jan 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| Customer Data Integration \| Customer Satisfaction \| Customer Service \| Data Analytics

North American Contact Center Industry 2011: A Mid-Year Update and Forecast sponsored by Calabrio, Inc. WHITE PAPER: This informative market update from The National Association of Call Centers (NACC) provides a comprehensive look at the industry. Posted: 31 Jan 2012 \| Published: 31 Jan 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

Words for the Ys: How to Leverage a Generation’s Strengths and Improve its Staying Power in the Contact Center sponsored by Calabrio, Inc. WHITE PAPER: This white paper provides insight on how to retain Generation Y contact center employees so your business can flourish and stay within budget. Posted: 31 Jan 2012 \| Published: 31 Jan 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Centers \| Customer Service

Can Your Center Keep Up with the Changes? Manage the Avalanche of Complexity and Still Control Costs sponsored by Calabrio, Inc. WHITE PAPER: Read this white paper to learn more about the future changes with contact centers and the best ways to prepare your organization for these changes. Posted: 31 Jan 2012 \| Published: 31 Jan 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| CRM \| Customer Service

Making WFM Work: Best Practices and ROI Model sponsored by Calabrio, Inc. WHITE PAPER: There has been tremendous innovation in contact center workforce management (WFM) over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs. Posted: 31 Jan 2012 \| Published: 31 Jan 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Center Workforce Management \| Contact Center Workforce Management Software \| Contact Centers \| CRM \| CRM Software \| Customer Service \| Workforce Management Software

Best Practices for Transforming to a Multi-Channel Contact Center sponsored by inContact WHITE PAPER: Read this white paper to get a framework, plan and recommended best practices for transforming your siloed contact centers into a multi-channel servicing environment. Posted: 20 Jan 2012 \| Published: 20 Jan 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| CRM \| CRM Best Practices \| Customer Satisfaction \| Customer Service \| Messaging Software \| Social Networking \| Web 2.0

Top 5 Ways to Make IVR Work For You and Your Customers sponsored by inContact WHITE PAPER: This white paper describes five tips and challenges for using Interactive Voice Response (IVR) systems. Posted: 20 Jan 2012 \| Published: 20 Jan 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| CRM \| CRM Software \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| IVR

Debunking Security Concerns with Hosted Call Centers sponsored by inContact WHITE PAPER: This comprehensive white paper explores the call center landscape, details the benefits of hosted call centers along with the risks involved in cloud-based services. Posted: 16 Sep 2011 \| Published: 16 Sep 2011 TOPICS: Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| Cloud CRM \| Cloud Security

Optimizing Service Channels: Five Essential Tips for Balancing Customer Support and Controlling Support Costs sponsored by inContact WHITE PAPER: This white paper discusses the ways in which organizations are striving to maintain excellent customer service for all types of clients while at the same time controlling support costs. Read this white paper to learn more. Posted: 10 Jan 2011 \| Published: 10 Jan 2011 TOPICS: Call Center Management \| Call Centers \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Satisfaction \| Customer Service

CRM without Compromise: A Strategy for Profitable Growth sponsored by SAP America, Inc. WHITE PAPER: Consider how SAP can help you improve customer relationship management. Build a synergistic ecosystem with employees, customers, and partners to deliver customer value – where customer demand drives the supply chain and customer insight inspires innovation. Quickly respond to sustain competitive advantage and profitability. Posted: 07 Nov 2007 \| Published: 07 Nov 2007 TOPICS: Business Performance Management \| Call Center Management \| Call Centers \| Contact Center Management \| Contact Centers \| CRM \| ERP \| Marketing \| Oracle (Product) \| Sales Force Automation \| Software as a Service

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