Call Centres White Papers

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May 26, 2012

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Call Centres White Papers (View All Report Types)

Getting it Right: Seven Steps to Right Channeling Customer Interactions sponsored by Oracle Corporation WHITE PAPER: In seven simple steps, eBusiness, customer experience and contact center professionals can right channel online customer service inquiries, boosting sales and customer satisfaction while reducing customer service costs by delivering the right information and service to the right customer at the right time. Posted: 01 Mar 2012 \| Published: 01 Mar 2012 TOPICS: Call Center Management \| Call Centers \| CRM \| CRM Analytics \| Customer Data Integration \| Customer Data Management \| Customer Service

The Five Fundamentals for a Successful FCR Program sponsored by Enkata Technologies WHITE PAPER: This paper outlines the five fundamentals for a successful FCR program. Posted: 25 Apr 2012 \| Published: 25 Apr 2012 TOPICS: Call Center Management \| Call Center Services \| Call Centers \| Customer Interaction Services \| Customer Retention \| Customer Service \| Customer Service Best Practices

FCR Done Right! sponsored by Enkata Technologies WHITE PAPER: Access this white paper to learn how to build an operational FCR program without sacrificing your budget. Posted: 26 Apr 2012 \| Published: 26 Apr 2012 TOPICS: Call Center Management \| Call Center Services \| Call Centers \| Contact Center Management \| Contact Centers \| CRM Analytics \| CRM Best Practices \| Customer Service Best Practices

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

STOP LOOKING! THE FCR SILVER BULLET IS ALREADY HERE sponsored by Enkata Technologies WHITE PAPER: This paper discusses first contact resolution and the offerings for measuring success with FCR. Posted: 26 Apr 2012 \| Published: 26 Apr 2012 TOPICS: Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| CRM Analytics \| CRM Analytics Software

Cloud Cover for the Call Center: Meeting Demands Intelligently and Efficiently sponsored by Oracle Corporation WHITE PAPER: This paper covers many of the complications and complexities of managing a call center. It explores the various solutions available and offers pros and cons to each of the options. It shows the positive financial impact picking the right choice can have. Posted: 01 Mar 2012 \| Published: 01 Mar 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| CRM \| CRM Analytics Software \| CRM Best Practices \| CRM Software \| Customer Service

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

Building the Contact Center of the Future sponsored by inContact WHITE PAPER: This comprehensive white paper discusses the future of contact centers. From tools to strategy this paper covers all you need to know about ensuring that your customer service stays up to date. Posted: 15 May 2012 \| Published: 15 May 2012 TOPICS: Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| Contact Center Services \| Contact Center Software \| Contact Centers \| CRM \| CRM Best Practices \| CRM Software \| Customer Service \| Customer Service Best Practices

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

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