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CIC Reports
 
Social channels changing contact center certification
sponsored by Salesforce.com
EGUIDE: In this expert tip, find out which certification programs are getting overhauled, including those focused on individual call center managers and agents, such as the program from ICMI, and the costs associated with these certifications.
Posted: 20 Mar 2012 | Published: 20 Mar 2012

Salesforce.com

Loss from Legacy Call Center Infrastructure
sponsored by Genesys
WHITE PAPER: Is your legacy call center infrastructure limiting your organization's ability to increase efficiencies, reduce costs, and raise productivity? What's the true cost of a legacy call center? Answer these questions now by consulting this exclusive infographic.
Posted: 04 Sep 2013 | Published: 04 Sep 2013

Genesys

Seven Trends Driving Effectiveness in the Contact Center
sponsored by Avaya
WHITE PAPER: Customers want to use social media, video, instant messaging and more to contact you - and they want to do it quickly. In this resource, check out seven key trends that are driving effectiveness in the contact center.
Posted: 31 May 2013 | Published: 30 Apr 2013

Avaya

Getting Sales Dialed In: Improving Process Efficiencies and Increasing Sales Using RingCentral
sponsored by RingCentral
PRESENTATION TRANSCRIPT: This presentation transcript explores how cloud-based telephony can help increase call efficiency, improve manageability, and ensure that a sales opportunity is never missed.
Posted: 29 Oct 2012 | Published: 29 Oct 2012

RingCentral

Introducing Avaya Collaborative Cloud
sponsored by Avaya
WEBCAST: This brief webcast explores Avaya’s Collaborative Cloud strategy, which wishes to showcase how the cloud can improve your communications and collaboration, changing the way your enterprise works.
Posted: 30 Apr 2012 | Premiered: Apr 30, 2012

Avaya

Three Tips for Measuring Voice in the Sea of Big Data
sponsored by Calabrio, Inc.
WHITE PAPER: This resource explores why the contact center has remained a highly untapped source of customer insight, explains how recent advances are giving organizations the power to analyze voice interactions, and counts down three essential success factors that you should consider.
Posted: 03 Apr 2014 | Published: 03 Apr 2014

Calabrio, Inc.

Cloud Contact Center Total Cost of Ownership
sponsored by Avaya TSG
WHITE PAPER: See the differences of cloud verses on premise contact center TCO. Access now to discover the quantitative, qualitative, impact of moving towards the cloud.
Posted: 28 Jun 2016 | Published: 31 Dec 2014

Avaya TSG

New Contact Center Metrics to Fit Busy New Customers
sponsored by Aspect
EGUIDE: View this exclusive e-guide to learn more from Fluss and other CRM experts as they explore the right and wrong way to leverage mobility to reach busy customers, as well as how to implement new contact center metrics to measure the effectiveness of new channels -- including email, chat, and social media.
Posted: 14 Mar 2014 | Published: 14 Mar 2014

Aspect

How Does Social Customer Service Affect Contact Centers?
sponsored by Oracle Corporation
EGUIDE: In this e-guide, our CRM experts discuss how social media is transforming the way contact centers work. Learn strategies and best practices for implementing a social media customer service plan in your contact center.
Posted: 22 Feb 2016 | Published: 11 Feb 2016

Oracle Corporation

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
 
 
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