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Feb 10, 2012

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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

Case Study: la Caixa - Bank takes customer and employee support to the next level sponsored by Hewlett-Packard Limited CASE STUDY: With HP's contact centre and customer services, la Caixa was able to expand and continue to provide excellent service to their customers. Read this case study now to learn more about HP's call centre and contact centre offerings. Posted: 05 Jan 2012 \| Published: 05 Jan 2012 TOPICS: Call Center Management \| Call Center Services \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Centers \| Customer Service

The Inner Circle Guide to Speech Analytics sponsored by Calabrio, Inc. WHITE PAPER: Read this comprehensive paper to gain valuable information for getting the most out of a speech analytics system. Posted: 31 Jan 2012 \| Published: 31 Jan 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| Customer Data Integration \| Customer Satisfaction \| Customer Service \| Data Analytics

Call Center Workforce Management Software Best Practices sponsored by Infor WFM Workbrain EGUIDE: The market for workforce management (WFM) software in the contact center saw double-digit growth last year, but the technology still needs work, according to experts. In this e-guide you’ll explore the pros and cons of WFM. Posted: 09 Jan 2012 \| Published: 09 Jan 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Center Software \| Contact Center Workforce Management \| Contact Center Workforce Management Software \| Contact Centers \| CRM \| CRM Services \| Workforce Management Software

Can Your Center Keep Up with the Changes? Manage the Avalanche of Complexity and Still Control Costs sponsored by Calabrio, Inc. WHITE PAPER: Read this white paper to learn more about the future changes with contact centers and the best ways to prepare your organization for these changes. Posted: 31 Jan 2012 \| Published: 31 Jan 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| CRM \| Customer Service

Cloud Computing for the Call Center: The Next Revolution sponsored by inContact EBOOK: The right cloud computing solution makes it possible for call centers to eliminate barriers created by obsolete premise-based solutions, achieve customer service excellence and continue business success. Find out how inContact is helping hundreds of call centers greatly reduce costs while simultaneously increasing customer satisfaction levels. Posted: 04 May 2010 \| Published: 04 May 2010 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Cloud Computing \| Contact Center Software \| Contact Centers \| Contact Management \| CRM \| Software as a Service \| TCO \| Telephony Systems

Adapt your contact center for increased customer satisfaction sponsored by inContact VIDEO: This video explains how you can combine interactive voice response (IVR) and ACD systems into one that tracks calls, call waits and offers "self-service" options for callers with a long wait. Watch this now to see a detailed overview of this all-in-one system that will save your organization money. Posted: 20 Jan 2012 \| Premiered: 20 Jan 2012 TOPICS: Call Center Software \| Call Centers \| Contact Center Software \| Contact Centers \| CRM \| Customer Service \| IVR

Words for the Ys: How to Leverage a Generation’s Strengths and Improve its Staying Power in the Contact Center sponsored by Calabrio, Inc. WHITE PAPER: This white paper provides insight on how to retain Generation Y contact center employees so your business can flourish and stay within budget. Posted: 31 Jan 2012 \| Published: 31 Jan 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Centers \| Customer Service

Transforming the Customer Experience: How Four Contact Centers Did It Successfully sponsored by inContact WHITE PAPER: If your organization isn't on the cloud yet when it comes to customer service, then you may be severely disadvantaged. Competition for customer service is increasing and your company needs all the latest tools to stay ahead of the game. Read this white paper to learn how four contact centers adopted agile cloud-based computing technologies. Posted: 16 Sep 2011 \| Published: 16 Sep 2011 TOPICS: Cloud Computing \| Cloud CRM \| Contact Center Management \| Contact Center Services \| Contact Center Software \| Contact Centers \| CRM \| CRM Best Practices \| CRM Services \| CRM Software \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

Making WFM Work: Best Practices and ROI Model sponsored by Calabrio, Inc. WHITE PAPER: There has been tremendous innovation in contact center workforce management (WFM) over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs. Posted: 31 Jan 2012 \| Published: 31 Jan 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Center Workforce Management \| Contact Center Workforce Management Software \| Contact Centers \| CRM \| CRM Software \| Customer Service \| Workforce Management Software

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