Customer Call Center Management White Papers

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May 26, 2012

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Customer Call Center Management

Customer Call Center Management White Papers (View All Report Types)

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

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

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

Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis sponsored by inContact WHITE PAPER: This white paper presents the results of a total cost of ownership (TCO) analysis comparing premise-based and hosted contact center platforms. Posted: 08 Aug 2011 \| Published: 08 Aug 2011 TOPICS: Call Center Management \| Call Center Software \| Capital Expenditures \| Cloud CRM \| Contact Center Management \| Contact Center Services \| Contact Center Software \| TCO

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

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

A Total Cost of Ownership Analysis of SAP's Business Communications Management Solution sponsored by SAP America, Inc. WHITE PAPER: Read this paper to learn why an all-Internet Protocol (IP)-based contact center solution such as the SAP Business Communication Management (BCM) is attractive to administrators seeking to lower call costs, reduce hardware needs, and improve the operational performance of multiple centers and communication channels. Posted: 27 Mar 2012 \| Published: 27 Mar 2012 TOPICS: Call Center Management \| Call Center Software \| Contact Center Management \| Contact Center Software \| CRM \| CRM Best Practices \| CRM Software \| IP Contact Centers \| IVR \| SAP (Product)

Best Practices in the Call Center: A Customer Touch-Point Methodology, Free Oracle Corporation Best Practices sponsored by Oracle Corporation WHITE PAPER: One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. Posted: 26 Jan 2009 \| Published: 26 Jan 2009 TOPICS: Best Practices \| Call Center Management \| Call Center Services \| Call Centers \| Customer Service \| Metrics

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

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

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