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Call Centers

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ALSO CALLED: Call Centres
DEFINITION: An inbound call center is one that exclusively or predominately handles inbound calls (calls initiated by the customer) rather than outbound calls. A call center may handle either only inbound or outbound calls or might deal with a combination of the two.
Call Centers Reports
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The growth of Call Center software
sponsored by ComputerWeekly.com
RESOURCE: Customer service is a cornerstone of most businesses. For years, businesses have used metrics to measure their call center operations such as number of calls answered and call resolution. Those metrics worked fine for a while. Take our short survey and you will get immediate access to our report on "Old-Hat Technologies Put a Cap on Customer Care".
Posted: 30 Jul 2015 | Published: 30 Jul 2015

ComputerWeekly.com

Invenio Solutions Success Story - Elevating the Science of Sales
sponsored by Five9
CASE STUDY: Access this brief case study to learn how Invenio implemented a cloud contact center platform to overcome the issues with their current legacy call systems infrastructure.
Posted: 27 Jul 2015 | Published: 30 Jun 2015

Five9

A Customer Engagement Strategy for Today's Multi-Channel Marketplace
sponsored by Interactive Intelligence, Inc.
WHITE PAPER: This resource explains why putting your customers at the heart of your contact center operations is essential in today's multi-channel marketplace. Read on to learn 5 values by which contact centers can begin to deliver next-generation engagement and drive tangible value for the business as a whole.
Posted: 24 Jul 2015 | Published: 24 Jul 2015

Interactive Intelligence, Inc.

How Omnichannel is Delivering on the Promise of Multichannel
sponsored by Interactive Intelligence, Inc.
WHITE PAPER: This report describes the handful of benefits an omnichannel approach provides in the call center versus that of multichannel. Access now to break down the definition of omnichannel as it is applied across various elements of contact center operation.
Posted: 23 Jul 2015 | Published: 15 Apr 2015

Interactive Intelligence, Inc.

The Future of the Contact Center: 7 Key Trends in 2015
sponsored by Five9
WEBCAST: In this webcast, Liz Osborn, VP of Product and Solution Marketing at Five9, discusses 7 key trends that are shaping the future of the contact center, from social engagement to OmniChannel capabilities. Watch now to access useful advice on maximizing the benefits of these trends within your organization.
Posted: 04 Jun 2015 | Premiered: Apr 2, 2015

Five9

Network Evolution E-Zine: June Issue 2015
sponsored by SearchNetworking.com
EZINE: This issue of the Network Evolution e-zine goes discusses a number of subjects that face network decision makers today.
Posted: 01 Jun 2015 | Published: 01 Jun 2015

SearchNetworking.com

Isolating UC Performance Issues for Proactive Troubleshooting
sponsored by IR
WEBCAST: Access this short video to learn how you can use a software solution to stay ahead of potential UC issues and proactively solve them before they have an effect on your business processes.
Posted: 01 Jun 2015 | Premiered: Jun 1, 2015

IR

Is Poor Voice Quality Undermining Your Contact Center's Performance?
sponsored by IR
WHITE PAPER: This resource explores the true consequences of poor voice quality for contact center agents, customers, and the business as a whole.
Posted: 01 Jun 2015 | Published: 31 Dec 2014

IR

Mobile CRM Case Study: Siemens Adopts a Cloud-based Contact Center
sponsored by Five9
VIDEO: n this brief video, an employee of Siemens Shared Services describes the benefits his organization enjoys from a cloud-based contact center.
Posted: 01 Jun 2015 | Premiered: 22 Dec 2014

Five9

Ensuring Contact Center Performance
sponsored by IR
WHITE PAPER: Due to overwhelming demand for this live webcast, we're making the slides available for you to download now if you missed out on the presentation. Access the slides now to learn how you can ensure your call center maintains the level of performance you need to succeed.
Posted: 29 May 2015 | Published: 31 Mar 2015

IR

What Happens When a Contact Center's Communication Systems Fail 72 Hours Before Black Friday?
sponsored by IR
CASE STUDY: 72 hours before Black Friday, one organization's critical communication systems began to fail and business continuity systems crashed. Access this case study to find out what happened; why the outages occurred in the first place; and how to prevent a similar catastrophe within your organization.
Posted: 27 May 2015 | Published: 31 Dec 2014

IR

Setting the pace: empowering innovation for TSYS Managed Services (TMS) EMEA
sponsored by Dimension Data
WHITE PAPER: This resource examines the current challenge of financial services organizations and how many are overcoming these challenges by outsourcing their contact center needs. Click through to learn more about the opportunity of contact center-as-a-service.
Posted: 09 Mar 2015 | Published: 09 Mar 2015

Dimension Data

Call Center Automation: The Key to Your Success?
sponsored by TechTarget
RESOURCE: The eruption of communication channels has changed the way customers interact with businesses. Our new e-guide, The New Multi-Channel Customer Service Mandate, explores new channels and top concerns that arise from utilizing automation and other tech, and provides considerations to get you on your way to implementation.
Posted: 10 Nov 2014 | Published: 18 Mar 2014

TechTarget

Speech-to-Text Analytics Reveals New Insights Into Consumer Behavior
sponsored by IBM
WHITE PAPER: This white paper describes how Telerx, a global contact center outsourcing provider, embrace the methods that modern consumers are utilizing to share their opinions and turned raw data into valuable insight for their clients.
Posted: 20 Feb 2015 | Published: 31 Jan 2013

IBM

3 Critical Funnel Points to Maximize Lead Conversions
sponsored by Harte Hanks
RESOURCE: Access this brief resource to discover the 3 critical funnel points your contact center can focus on to maximize your ROI. Find out opportunities to improve data quality and lead qualification, and how to fix them.
Posted: 04 Dec 2014 | Published: 04 Dec 2014

Harte Hanks

3 Funnel Points for Successful Lead Management
sponsored by Harte Hanks
WHITE PAPER: Access this whitepaper to discover the 3 main funnel points for a successful sales strategy. Read on to find out how to calculate your campaign for success, and how to measure your call center metrics appropriately.
Posted: 01 Dec 2014 | Published: 01 Dec 2014

Harte Hanks

Expert Advice: E-Commerce and Social Media Drives CRM
sponsored by IBM
EBOOK: Access this expert guide to discover how businesses can improve their CRM strategies to ensure customers remain in control and satisfied with the user experience.
Posted: 26 Nov 2014 | Published: 26 Nov 2014

IBM

Four Steps Toward Virtualising Your Contact Centre
sponsored by Genesys
WHITE PAPER: The first step to wowing customers is an organised and efficient contact centre – but how can a business overcome legacy infrastructures to support customers? View this whitepaper now to learn about virtual contact centres, their benefits, and 4 essential steps to streamline your customer experience.
Posted: 13 Aug 2014 | Published: 13 Aug 2014

Genesys

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

Transforming Customer Experience in the New Digital World
sponsored by Genesys
WHITE PAPER: This white paper will show you how taking a holistic approach to digital channels in the contact center and beyond and integrating them into your customer experience strategy allows you to transform the end-to-end customer journey and deliver consistent, seamless and personalized experiences across all channels, touchpoints and interactions.
Posted: 01 Jul 2014 | Published: 01 Jul 2014

Genesys

Deepening Customer Experience: Analyzing, Optimizing and Integrating CEM
sponsored by KANA
EGUIDE: "It's difficult to have a single view of the customer because of all the forms of communication," says Donna Fluss of DMG Consulting. As customer experience management (CEM) spans multiple departments and tools, optimizing CEM can be a complex and daunting task. Fortunately, this expert e-guide serves as a roadmap to CEM transformation.
Posted: 01 Jul 2014 | Published: 01 Jul 2014

KANA

How to Meet and Exceed Customer Demands
sponsored by Genesys
WHITE PAPER: Customers expect a great end-to-end experience. Wherever work is accomplished in the enterprise, it's all part of the Customer Service Value Chain. Is your enterprise meeting this expectation? What about in the future?
Posted: 30 Jun 2014 | Published: 26 Jun 2014

Genesys

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

Omni-Channel Customer Service Demands the Intelligent Contact Center
sponsored by KANA
WHITE PAPER: In order to respond to changing customer expectations, contact centers must evolve to an omni-channel, context-aware platform. In this white paper, get an in-depth look at the demands placed on the modern contact center, and the strategies and tools you can leverage to optimize customer interactions
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
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