Call Centers White Papers ( Call Centres ) Software Downloads, Definition and Webcasts

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May 23, 2012

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Call Centers
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
21 Matches

Building the Contact Center of the Future sponsored by inContact WHITE PAPER: This comprehensive white paper discusses the future of contact centers. From tools to strategy this paper covers all you need to know about ensuring that your customer service stays up to date. Posted: 15 May 2012 \| Published: 15 May 2012 TOPICS: Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| Contact Center Services \| Contact Center Software \| Contact Centers \| CRM \| CRM Best Practices \| CRM Software \| Customer Service \| Customer Service Best Practices

FCR Done Right! sponsored by Enkata Technologies 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 TOPICS: Call Center Management \| Call Center Services \| Call Centers \| Contact Center Management \| Contact Centers \| CRM Analytics \| CRM Best Practices \| Customer Service Best Practices

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 TOPICS: Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| CRM Analytics \| CRM Analytics Software

Next Contact Avoidance:A Pre-Emptive Strategy for Customer Satisfaction sponsored by Enkata Technologies EBOOK: This paper discusses using predictive analytics to improve customer satisfaction. Posted: 26 Apr 2012 \| Published: 26 Apr 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Center Software \| CRM Analytics \| Customer Interaction Services \| Customer Satisfaction \| Customer Service Best Practices

The Five Fundamentals for a Successful FCR Program sponsored by Enkata Technologies WHITE PAPER: This paper outlines the five fundamentals for a successful FCR program. Posted: 25 Apr 2012 \| Published: 25 Apr 2012 TOPICS: Call Center Management \| Call Center Services \| Call Centers \| Customer Interaction Services \| Customer Retention \| Customer Service \| Customer Service Best Practices

AAA Southern New England Gets On The Road With Enterprise VoIP sponsored by Carousel Industries CASE STUDY: This case study explores how AAA Southern New England established a new call center, implemented VoIP, and integrated SIP trunking into their branch offices. Posted: 13 Apr 2012 \| Published: 13 Apr 2012 TOPICS: Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| Disaster Recovery \| Security \| SIP \| Unified Messaging \| VoIP

Customer Experience Exchange E-Zine: Issue 3 sponsored by SearchCRM EZINE: In this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%. Posted: 20 Mar 2012 \| Published: 20 Mar 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Center Workforce Management \| Contact Centers \| CRM \| CRM Best Practices \| Customer Data Management \| Customer Loyalty \| Customer Satisfaction

Getting it Right: Seven Steps to Right Channeling Customer Interactions sponsored by Oracle Corporation WHITE PAPER: In seven simple steps, eBusiness, customer experience and contact center professionals can right channel online customer service inquiries, boosting sales and customer satisfaction while reducing customer service costs by delivering the right information and service to the right customer at the right time. Posted: 01 Mar 2012 \| Published: 01 Mar 2012 TOPICS: Call Center Management \| Call Centers \| CRM \| CRM Analytics \| Customer Data Integration \| Customer Data Management \| Customer Service

Cloud Cover for the Call Center: Meeting Demands Intelligently and Efficiently sponsored by Oracle Corporation WHITE PAPER: This paper covers many of the complications and complexities of managing a call center. It explores the various solutions available and offers pros and cons to each of the options. It shows the positive financial impact picking the right choice can have. Posted: 01 Mar 2012 \| Published: 01 Mar 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| CRM \| CRM Analytics Software \| CRM Best Practices \| CRM Software \| Customer Service

Choosing the right contact center technology sponsored by NACR EGUIDE: Read this SearchCRM.com e-guide to gain a better understanding of building a multichannel contact center and eight tips for enhancing the customer service in your contact center. Posted: 24 Feb 2012 \| Published: 24 Feb 2012 TOPICS: Call Centers \| Contact Center Management \| Contact Center Software \| CRM \| Customer Self-Service \| Customer Service \| Web 2.0

Webinar: Increase Call Center Service and Efficiency: Insight into one company’s approach sponsored by NACR WEBCAST: Having a functional communications system is imperative to delivering outstanding customer service and achieving operational efficiency. When it comes to AAA Mid-Atlantic, they want to be sure their customers get the best service possible. Posted: 14 Feb 2012 \| Premiered: 14 Feb 2012 TOPICS: Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software

Increase Call Center Service and Efficiency sponsored by NACR CASE STUDY: Having a functional communications system is imperative to deliver outstanding customer service and achieve great operational efficiencies. Posted: 10 Feb 2012 \| Published: 10 Feb 2012 TOPICS: Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| Disaster Recovery \| MPLS \| SIP

UCB Gains Efficiencies and Realizes Lower TCO with CallCopy Call Recording sponsored by NACR CASE STUDY: Uncover why a implementing a CallCopy recording solution that is easy to use, search, update, support and maintain can offer a lower TCO than other solutions, as well as fulfilling all your call recording needs. Posted: 10 Feb 2012 \| Published: 10 Feb 2012 TOPICS: Application Programming Interfaces \| Audio Standards \| Call Center Software \| Call Centers \| Communications Software \| Compliance Best Practices \| Customer Service \| Customer Support Software \| Encryption Standards \| Quality Control

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

Best Practices for Transforming to a Multi-Channel Contact Center sponsored by inContact WHITE PAPER: Read this white paper to get a framework, plan and recommended best practices for transforming your siloed contact centers into a multi-channel servicing environment. Posted: 20 Jan 2012 \| Published: 20 Jan 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| CRM \| CRM Best Practices \| Customer Satisfaction \| Customer Service \| Messaging Software \| Social Networking \| Web 2.0

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

Debunking Security Concerns with Hosted Call Centers sponsored by inContact WHITE PAPER: This comprehensive white paper explores the call center landscape, details the benefits of hosted call centers along with the risks involved in cloud-based services. Posted: 16 Sep 2011 \| Published: 16 Sep 2011 TOPICS: Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| Cloud CRM \| Cloud Security

Optimizing Service Channels: Five Essential Tips for Balancing Customer Support and Controlling Support Costs sponsored by inContact WHITE PAPER: This white paper discusses the ways in which organizations are striving to maintain excellent customer service for all types of clients while at the same time controlling support costs. Read this white paper to learn more. Posted: 10 Jan 2011 \| Published: 10 Jan 2011 TOPICS: Call Center Management \| Call Centers \| Customer Data Integration \| Customer Data Management \| Customer Interaction Services \| Customer Satisfaction \| 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

Best Practices in the Call Center: A Customer Touch-Point Methodology, Free Oracle Corporation Best Practices sponsored by Oracle Corporation 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: 26 Jan 2009 \| Published: 26 Jan 2009 TOPICS: Best Practices \| Call Center Management \| Call Center Services \| Call Centers \| Customer Service \| Metrics

21 Matches

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