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Call Centre Management

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Call Centre Management Reports
Is Your Contact Center Ready for an Overhaul?
sponsored by SearchCRM
EGUIDE: Modernizing contact centers isn't easy - it can require a lot of time and money, which is why many organizations are hesitant. This expert E-Guide addresses the difficult question - when is right time to overhaul contact center technology? And how can you ensure that the right technologies are put into place?
Posted: 19 Jul 2013 | Published: 19 Jul 2013


Top Three Contact Center Challenges Solved in the Cloud
sponsored by Earthlink.
WHITE PAPER: Many organizations are turning to the cloud to solve them, but is that the best route? Find out in this in-depth white paper how the cloud could be the answer to contact center qualms. Continue reading to examine 8 insider tips for seamlessly moving to the cloud.
Posted: 17 Sep 2015 | Published: 17 Jul 2015


The growth of Call Center software
sponsored by
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

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


Deliver a Customer Experience That's Personalized, Smarter, and Faster
sponsored by
EBOOK: In this e-book, you'll learn about one product that can enable your customer service team to deliver a customer experience that's smarter, more personalized, and faster than ever before.
Posted: 07 Jul 2015 | Published: 07 Jul 2015

Multichannel Contact Centers: Metrics and Realities
sponsored by Five9
EGUIDE: This expert e-guide discusses the new multichannel realities of the contact center and explores how technologies have started to reflect these changes, as well as tips for benchmarking these new metrics. While there is no agreed-upon industry standard for call center metrics, you can review 11 of the most important ones inside.
Posted: 03 Jun 2014 | Published: 03 Jun 2014


Forging a CEM Strategy
sponsored by SearchCRM
EGUIDE: Shoppers are looking for more personalized, responsive, relevant experiences, and in order to provide that, your business needs an effective customer experience management (CEM) strategy. Learn how when you access this expert three-part e-guide and discover six top concepts that make up a successful CEM strategy.
Posted: 28 Aug 2013 | Published: 28 Aug 2013


Forging a CEM Strategy That Can Power Commerce
sponsored by SearchCRM
EBOOK: With a seemingly exhaustive number of methods to communicate -- not to mention an expected $280 billion in U.S. e-commerce sales in 2015 -- contact center technology today requires a new approach.
Posted: 17 Apr 2014 | Published: 22 Apr 2014


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


ESRI Ensures a Single, Seamless Conversation with Customers Across All Channels
sponsored by Genesys
CASE STUDY: This case study reveals how Esri, a leading provider of GIS mapping software, redesigned the overall customer service experience in order to better support changing customer demands and improve interactions across all channels.
Posted: 16 Sep 2013 | Published: 28 Feb 2013

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