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eContact CentersWhite Papers (View All Report Types)
 
Contact Center Report: Calming Customer Rage in the Modern Service Era
sponsored by Five9
WHITE PAPER: If customers don't get the service they expect, they can easily become irritated, or even enraged. And 85% of customers will retaliate against a company of they needs aren't met! So how can you at least, ease customer rage, and at best, prevent it in the first place?
Posted: 31 Dec 2013 | Published: 13 Nov 2013

Five9

How to Reduce Escalations and Call Handle Time in Your Contact Center
sponsored by IBM
WHITE PAPER: Learn about the contact center platform capable of reducing escalations and call handle time.
Posted: 16 Sep 2014 | Published: 30 Apr 2013

IBM

Social Customer Care: Steps to Success in 2014
sponsored by Five9
WHITE PAPER: Social media is changing the game of customer experience management (CEM). In this report, learn how top-performing companies are reaping the benefits of social CEM, and discover best practices for improving your company's social customer care programs.
Posted: 26 Sep 2014 | Published: 31 Aug 2014

Five9

The Conversational Cloud – Beyond the Hosted Contact Center
sponsored by [24]7 Customer Inc.
WHITE PAPER: Learn how the cloud is helping organizations revamp their contact centers.
Posted: 21 Oct 2014 | Published: 31 Dec 2013

[24]7 Customer Inc.

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

Avaya Users Deploy Best-in-Class Practices to Improve Contact Center Performance
sponsored by Avaya
WHITE PAPER: This exclusive paper examines how your organization can position itself to meet changing buyer needs by establishing best-in-class contact center programs. Read on and also discover 14 best practices that can ensure successful customer interactions.
Posted: 11 Nov 2013 | Published: 11 Nov 2013

Avaya

Three Best Practices for Today's Profitable Contact Centers: Three Best Practices for Contributing to the Bottom Line
sponsored by Avaya Inc.
WHITE PAPER: This white paper provides the three best practices for today's profitable contact centers.
Posted: 20 Jun 2008 | Published: 01 Feb 2005

Avaya Inc.

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

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

Automating Your Call Center Feedback
sponsored by Mindshare Technologies
WHITE PAPER: The most successful contact centers are turning to leading-edge automated feedback solutions and developing processes to incorporate feedback into daily operations.
Posted: 05 Mar 2008 | Published: 04 Mar 2008

Mindshare Technologies
 
 
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