Customer Call Center Management

WHITE PAPER: This e-book looks at how the call center in particular can help drive a proactive, rather than reactive, approach to business. Experts from the call center world share strategies and mindset shifts that must take place as customers demand more and more information about the products and services that they consume.

Posted: 21 Aug 2012 | Published: 31 Dec 2011

WHITE PAPER: Customers have more power than ever before in the buying process thanks to social media – experience can quickly be posted or tweeted, either boosting or slandering your brand reputation. Read this Forrester report to learn 6 features they recommend for future contact centers and a 4-step roadmap to better customer service.

Posted: 20 Dec 2012 | Published: 31 Oct 2012

WHITE PAPER: Failing to adopt a customer service strategy for mobile devices could put your business at a serious disadvantage. Gartner research suggests that 80% of companies will suffer revenue loss from the lack of customer support on mobile devices by 2013. Read this paper to learn how to utilize the opportunities mobility offers customer service.

Posted: 29 Oct 2012 | Published: 29 Oct 2012

WHITE PAPER: To avoid fines and meet an upcoming compliance deadline, call centre services provider, RESPONSE (Building Rewarding Relationships), needed to improve security. Read this paper to learn how the organisation secured an easily installed and managed security solution that could also be deployed in time to meet the looming deadline.

Posted: 18 Jul 2012 | Published: 16 Jul 2012

WHITE PAPER: Contact centers optimize customer interactions by segmenting and matching customers and agents. Learn how to remain competitive by proactively initiating contact and establishing stronger bonds with customers.

Posted: 18 Oct 2007 | Published: 01 Oct 2007

WHITE PAPER: Banks, utilities, retailers, and the like are taking advantage of incoming calls and Web visits to make offers to existing customers. In this paper learn how with real-time offer management applications, can help leverage customer information.

Posted: 16 Sep 2008 | Published: 16 Sep 2008

WHITE PAPER: This paper presents five key steps that will ensure a successful migration from legacy voice technology to VoIP in a contact center or enterprise environment. Continue reading to learn more about these five steps and learn how they can help you.

Posted: 22 Sep 2010 | Published: 22 Sep 2010

WHITE PAPER: How can support reps quickly solve problems when they reach a dead end? Is there an easy way to bring experts into a support session without hindering the customer experience? This white paper will examine key customer support challenges and reveal the many advantages of collaborative remote support.

Posted: 01 Dec 2010 | Published: 30 Nov 2010

WHITE PAPER: Organizations can obtain and analyze feedback from a department, region, branch, or most importantly, an individual employee.

Posted: 05 Mar 2008 | Published: 04 Mar 2008

WHITE PAPER: In this paper, Tim Montgomery, a highly regarded industry consultant, speaker and author explores new ideas on ways every call center can keep up with new customer demands.

Posted: 20 May 2008 | Published: 19 May 2008