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Contact Centers

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ALSO CALLED: CIC, eContact Centers, Customer Interaction Centers, Enterprise Contact Centers, Web-enabled Call Centers
DEFINITION: A cost center is part of an organization that does not produce direct profit and adds to thecost of running a company. Examples of cost centers include research and development departments,marketing departments, help desks and customer service/contact centers.Although not always demonstrably profitable, a cost center typically adds to revenue indirectlyor fulfills some other corporate mandate. Money  … 
Definition continues below.
Contact Centers White Papers (View All Report Types)
1 - 25 of 84 Matches Previous Page  |  Next Page
Multi-Channel Customer Experience: The Next Battleground for Mid-Size Businesses
sponsored by Genesys
WHITE PAPER: This resource provides the information that mid-size organizations need as they consider making the jump to a multi-channel contact center, including key drivers and challenges; what to look for in a vendor partner; proven tips for success; and more.
Posted: 22 May 2015 | Published: 22 May 2015

Genesys

Smarter Contact Centers Using In-Memory Data Grids
sponsored by Red Hat
WHITE PAPER: Access this white paper to explore the challenges faced by the CSP contact center staff in responding to subscribers' calls and how in-memory data grids can help streamline and speed up the process.
Posted: 21 May 2015 | Published: 31 Dec 2014

Red Hat

Differentiate Your Business with a Cloud Contact Center
sponsored by Cisco Systems, Inc.
WHITE PAPER: Access this white paper now for a complete buyer's guide to using cloud solutions to differentiate your contact center from your competitors.
Posted: 07 May 2015 | Published: 26 Sep 2014

Cisco Systems, Inc.

All-In-One Contact Centers For Today's Customer Experience Initiatives
sponsored by Genesys
WHITE PAPER: This white paper examines the critical qualities today's organizations should look for in a contact center solution, including the tools and capabilities it should provide.
Posted: 06 May 2015 | Published: 06 May 2015

Genesys

Case study: How the Cloud Improved One Organization's Contact Center
sponsored by 8x8, Inc.
WHITE PAPER: In this case study, discover how a travel agency transitioned to a cloud-based contact center model and what benefits they enjoyed.
Posted: 22 Apr 2015 | Published: 28 Feb 2014

8x8, Inc.

Case Study: How a Global HR Firm Met Its Contact Center Needs
sponsored by 8x8, Inc.
WHITE PAPER: In this case study, discover how implementing virtual contact centers solved a global firm's contact center issues.
Posted: 20 Apr 2015 | Published: 30 Nov 2013

8x8, Inc.

The Simple Reason You May Be Losing Repeat Business to Your Competitors
sponsored by 8x8, Inc.
WHITE PAPER: In service industries where customers care about exactly whom they work with, you could be losing customers if they can't immediately reach the last employee who helped them. Access this resource to learn how your business can ensure that when a customer is ready to buy, they're able to reach the correct person at that critical moment of decision.
Posted: 17 Apr 2015 | Published: 09 Oct 2014

8x8, Inc.

Cloud-Based Contact Center Technology: 8 Critical Questions to Ask
sponsored by 8x8, Inc.
WHITE PAPER: This guide explores 8 critical criteria for choosing a cloud-based contact center solution. Read on to learn vital questions to ask providers in order to avoid common pitfalls.
Posted: 16 Apr 2015 | Published: 31 Dec 2014

8x8, Inc.

The Benefits of Modernizing Your Contact Center
sponsored by Genesys
WHITE PAPER: This white paper is a must-read for CIOs looking to justify the investment needed to modernize their contact center technology platform, discussing the business drivers, technology benefits, cost benefits, and more.
Posted: 03 Apr 2015 | Published: 05 Nov 2014

Genesys

Cloud Unified Communications Need Contact Center Capabilities
sponsored by ThinkingPhones
WHITE PAPER: Read this white paper now to discover how a contact center can obtain the unified communications services it needs.
Posted: 17 Mar 2015 | Published: 01 Jan 2015

ThinkingPhones

Wow Your Customers With Great Customer Experience in the Cloud
sponsored by Genesys
WHITE PAPER: In this informative white paper learn how you can deliver a "wow factor" to your high value customers to boost customer loyalty and increase sales and revenue. Access now to get 4 tips on how you can deliver the seamless outstanding service your customers crave.
Posted: 10 Mar 2015 | Published: 31 Dec 2014

Genesys

Frost & Sullivan—When CRM Meets the Contact Center
sponsored by Genesys
WHITE PAPER: Access this informative white paper to learn more about the benefits of integrating your CRM 360 degree customer records with your contact center to boost customer satisfaction and loyalty.
Posted: 09 Mar 2015 | Published: 31 Dec 2014

Genesys

Speech-to-Text Analytics Reveals New Insights Into Consumer Behavior
sponsored by IBM
WHITE PAPER: This white paper describes how Telerx, a global contact center outsourcing provider, embrace the methods that modern consumers are utilizing to share their opinions and turned raw data into valuable insight for their clients.
Posted: 20 Feb 2015 | Published: 31 Jan 2013

IBM

3 Benefits of Focusing on Customer Experience
sponsored by Genesys
WHITE PAPER: This white paper discusses: Benefits of focusing on customer experience and customer journey, how you can overcome roadblocks to delivering great CX, and keys to success.
Posted: 27 Oct 2014 | Published: 27 Oct 2014

Genesys

Tech Target—Cloud, On-Premises or Hybrid Contact Center?
sponsored by Genesys
WHITE PAPER: Organizations looking to differentiate and modernize their contact centers have three major architectural options to consider: on-premises, cloud, or a hybrid solution. We will take you through the top five considerations and leave you with a consideration checklist so you can choose the right deployment model for your contact center.
Posted: 26 Jun 2014 | Published: 26 Jun 2014

Genesys

3 Funnel Points for Successful Lead Management
sponsored by Harte Hanks
WHITE PAPER: Access this whitepaper to discover the 3 main funnel points for a successful sales strategy. Read on to find out how to calculate your campaign for success, and how to measure your call center metrics appropriately.
Posted: 01 Dec 2014 | Published: 01 Dec 2014

Harte Hanks

Best Practices for Improving Back Office Workforce Efficiency
sponsored by Genesys
WHITE PAPER: 70% of customers report that they have ended a relationship due to poor customer service, a statistic that demands companies be at the top of their capabilities. View this in-depth whitepaper to discover an extensive 7 step guide to streamlining workforce efficiency, ultimately keeping customers happy.
Posted: 13 Aug 2014 | Published: 13 Aug 2014

Genesys

Transforming Customer Experience in the New Digital World
sponsored by Genesys
WHITE PAPER: This white paper will show you how taking a holistic approach to digital channels in the contact center and beyond and integrating them into your customer experience strategy allows you to transform the end-to-end customer journey and deliver consistent, seamless and personalized experiences across all channels, touchpoints and interactions.
Posted: 01 Jul 2014 | Published: 01 Jul 2014

Genesys

How to Meet and Exceed Customer Demands
sponsored by Genesys
WHITE PAPER: Customers expect a great end-to-end experience. Wherever work is accomplished in the enterprise, it's all part of the Customer Service Value Chain. Is your enterprise meeting this expectation? What about in the future?
Posted: 30 Jun 2014 | Published: 26 Jun 2014

Genesys

The Knowledge Base of the Future: Five Cutting-Edge Ideas You Can Implement Now
sponsored by KANA
WHITE PAPER: Building a reliable, extensive knowledge base is essential for delivering relevant, efficient customer experiences. It helps employees access information faster and enables customers to serve themselves. View this white paper to uncover five cutting-edge ideas to help you build a next-gen knowledge base.
Posted: 26 Jun 2014 | Published: 26 Jun 2014

KANA

Omni-Channel Customer Service Demands the Intelligent Contact Center
sponsored by KANA
WHITE PAPER: In order to respond to changing customer expectations, contact centers must evolve to an omni-channel, context-aware platform. In this white paper, get an in-depth look at the demands placed on the modern contact center, and the strategies and tools you can leverage to optimize customer interactions
Posted: 26 Jun 2014 | Published: 26 Jun 2014

KANA

Best Practices for Knowledge Management
sponsored by KANA
WHITE PAPER: Implementing a knowledge management program in the contact center can improve the efficiency and quality of your services, optimize customer experience, reduce agent training costs, and increase job satisfaction. In this white paper, explore best practices for successful knowledge management implementation in the contact center.
Posted: 24 Jun 2014 | Published: 24 Jun 2014

KANA

Performance Improvement In The Contact Centre
sponsored by Cisco
WHITE PAPER: Find out how you can improve customer satisfaction, become more competitive and reduce the cost of acquiring and retaining loyal customers by investing more money in contact center technologies.
Posted: 17 Jun 2014 | Published: 31 Dec 2013

Cisco

How-To Guide: Top Ways to Optimize Your Contact Center Investment
sponsored by Cisco
WHITE PAPER: Find out what you need to know to ensure your contact center runs to the best of its ability.
Posted: 16 Jun 2014 | Published: 31 Dec 2013

Cisco

How Cloud-Based Contact Centers Improve Customer Experience
sponsored by Genesys
WHITE PAPER: In a recent survey, 60% of respondents said executives want to differentiate their organization based on customer experience management (CEM). In this technology adoption profile, explore current CEM trends -- including goals, strategies, and challenges -- as well as how to improve customer experience with the right contact center technologies
Posted: 04 Jun 2014 | Published: 31 Mar 2013

Genesys
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CONTACT CENTERS DEFINITION (continued): …  spent on research and development, for example, mayyield innovations that will be profitable in the future. Investments in public relations andcustomer service may result in more customers and increased customer loyalty.Because the cost center has a negative impact on profit (at least on the surface) it is a likelytarget for rollbacks and layoffs when budgets are cut. Operational decisions in a contact center,for example, are typically driven by cost considerations. Financial investments in new equipment,technology and staff are often difficult to justify to management because indirect profitability … 

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