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ICBC Builds Cutting-edge Contact Center as Part of their Customer-Centric Strategy
sponsored by Genesys
CASE STUDY: This case study reveals how Canadian insurer ICBC built a flexible, cutting-edge contact center as a key part of its customer-centric strategy, enabling the company to improve routing flexibility, increase customer satisfaction, and more.
Posted: 13 Sep 2013 | Published: 31 Dec 2012

Genesys

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

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

Enkata Technologies

Driving IT help desk efficiency with customer-centric remote support
sponsored by GoToAssist
WHITE PAPER: Help desk managers servicing large mobile workforces, such as remote employees and workers on the road, face significant challenges. This white paper will examine key IT help desk challenges and reveal the many advantages of customer-centric remote support.
Posted: 07 May 2009 | Published: 01 May 2008

GoToAssist

Extra Space Storage Dials Up Sales with inContact & Salesforce CRM
sponsored by inContact
CASE STUDY: This paper describes the benefits Extra Space Storage experienced by combining inContact’s on-demand platform and integrated with customer CRM software from salesforce.com. Read on to learn more about these benefits and learn how your company can experience the same results.
Posted: 11 Oct 2010 | Published: 11 Oct 2010

inContact

Visa Desjardins Provides a Differentiated Customer Experience
sponsored by Genesys
WEBCAST: Access this video case study today to learn how Visa Desjardins – the largest financial cooperative group in Canada – optimized customer service delivery by investing in a new blended call center environment.
Posted: 16 Sep 2013 | Premiered: Feb 27, 2013

Genesys

Listen and Learn - Improving Operations by Utilizing Customer Feedback
sponsored by Mindshare Technologies
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

Mindshare Technologies

Top 5 Ways to Make IVR Work for You and Your Customers
sponsored by inContact
WHITE PAPER: This paper will help you find this crucial balance between financial efficiency and customer experience with 5 IVR best practices to help you ensure satisfaction all around. These methods have been developed by call center experts with years of experience in the call center space. Read on to learn about the top 5 ways to make IVR work for you.
Posted: 22 Sep 2010 | Published: 22 Sep 2010

inContact

How Does your Service Measure Up? Getting to Grips with Metrics
sponsored by GoToAssist
WHITE PAPER: This quick guide will identify some of the most popular metrics that you should be measuring, look at ways in which you can measure them, and how to utilize these measures to improve your service delivery.
Posted: 19 Jul 2011 | Published: 19 Jul 2011

GoToAssist

Building CEM Expertise for Business Value
sponsored by Genesys
EGUIDE: In this expert e-guide, discover why the contact center should play a more pivotal role in customer experience management, and learn how to merge siloed processes to create a more cohesive customer experience.
Posted: 26 Aug 2013 | Published: 26 Aug 2013

Genesys
 
 
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