Call Center Services

CASE STUDY: Read this brief case study to learn how NJ-2-1-1 implemented a cloud-based virtual contact center that successfully handled over 90,000 calls when 2012's Hurricane Sandy hit. Read on to discover the benefits they are enjoying from this system.

Posted: 26 Apr 2013 | Published: 26 Apr 2013

CASE STUDY: Spain's La Caixa bank wanted to expand into international markets, but reaching new customers meant amping up its customer service experience. Read this brief case study to discover how La Caixa chose a contact center outsourcing service to improve its customer experience management, boost its competitive position, and ultimately drive growth.

Posted: 27 Mar 2013 | Published: 30 Sep 2009

EBOOK: You need to deliver a positive experience without sacrificing profitability—which requires balancing the needs of your customers with the realities of your business. Gain insight from a recent study to discover what today's consumers think about contact centers. In this eBook we will build on these insights and evaluate the results.

Posted: 11 Feb 2013 | Published: 11 Feb 2013

WHITE PAPER: Whether your goal is to provide the best customer experience possible, increase sales, or reduce costs, the multichannel contact center delivers. Because customers want – and demand – access to customer service and support via their channel or media of choice, supporting a voice-only channel is no longer an option.

Posted: 11 Feb 2013 | Published: 11 Feb 2013

WHITE PAPER: Consult this white paper to help determine if you're ready to make the transition to a cloud-based contact center. It outlines the many positive factors driving the uptake of cloud-based solutions, including, financial, functional, operational and strategic. Learn more about cloud-based contact centers by reading this white paper now.

Posted: 28 Jan 2013 | Published: 28 Jan 2013

WHITE PAPER: Today, customers are expanding their use of social networks and self-service is an important aspect of resolving issues. Consult this white paper to learn more about the business benefits of migrating and integrating your customer relationship management (CRM) solutions to the cloud.

Posted: 25 Jan 2013 | Published: 25 Jan 2013

WHITE PAPER: One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions.

Posted: 10 Oct 2012 | Published: 10 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

PRESENTATION TRANSCRIPT: Discover how you can take advantage of the mobile revolution to deliver an improved and expanded service experience for your mobile device wielding users.

Posted: 15 Aug 2012 | Published: 15 Aug 2012

WHITE PAPER: Access this white paper to learn how to build an operational FCR program without sacrificing your budget.

Posted: 26 Apr 2012 | Published: 26 Apr 2012

WHITE PAPER: This paper discusses first contact resolution and the offerings for measuring success with FCR.

Posted: 26 Apr 2012 | Published: 26 Apr 2012

WHITE PAPER: This white paper provides tips and best practices for succeeding with speech analytics and using it to enhance your quality assurance (QA) process.

Posted: 12 Apr 2012 | Published: 12 Apr 2012

EGUIDE: Learn how Session Initiation Protocol (SIP), unified communications (UC) and contact centers fit hand in hand in this e-guide from SearchUnifiedCommunications.com.

Posted: 24 Feb 2012 | Published: 24 Feb 2012

WHITE PAPER: This whitepaper examines the differences between the options and show you how Cisco Unified Communications and Collaboration solutions give you the flexibility to determine the best option for your business.

Posted: 27 Jul 2011 | Published: 27 Jul 2011

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

WHITE PAPER: This white paper shows you how to build your business case and obtain approval for a new or upgraded contact center quality assurance and recording solution.

Posted: 21 Jun 2011 | Published: 21 Jun 2011

EBOOK: Tap into the expert advice in this eBook to choose technology that will help you leverage multiple contact channels, effectively monitor agent interaction and deliver an excellent customer experience.

Posted: 13 Jun 2011 | Published: 10 Jun 2011

WHITE PAPER: Today, the majority of North American contact centers today are supported by premise-based contact center and telephony systems. But there's another money-saving option for contact centers: third-party owned and operated hosted services. Before you decide which model to use, there's another factor you should consider: Total cost of ownership (TCO).

Posted: 06 May 2011 | Published: 06 May 2011

EBOOK: Do you feel pressured to provide great service while keeping costs down in your contact center? Self-service technology enables customers to resolve their own service questions without depleting agent resources. But deploying self-service technology raises many questions. Learn best practices and tap into expert advice with this eBook.

Posted: 04 May 2011 | Published: 04 May 2011

WHITE PAPER: IT and telecom staff in small businesses (up to 250 employees) meet up at what Google Analytics reports is one of the most popular support sites of its size—the Cisco Small Business Support Community. Whenever you need technical support, or want to learn more about your technology, connect with the community and get support. Read on to learn more.

Posted: 20 Jan 2011 | Published: 20 Jan 2011

WHITE PAPER: This paper discusses the different layers requiring security, how security should be addressed in each layer, and how to select a qualified hosted call center provider. Read this white paper to learn more.

Posted: 10 Jan 2011 | Published: 10 Jan 2011

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

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

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

WHITE PAPER: While moving to an IP phone system will bring great advantages, the more options, features, functions and capabilities that are available, the more decisions the buyer has to make. That makes it crucial to thoroughly understand your needs before you buy. In this guide are seven steps to help in that process.

Posted: 16 Aug 2010 | Published: 16 Aug 2010