North American Contact Center Industry 2011: A Mid-Year Update and Forecast
sponsored by Calabrio, Inc.
WHITE PAPER:
This informative market update from The National Association of Call Centers (NACC) provides a comprehensive look at the industry.
Posted: 31 Jan 2012 | Published: 31 Jan 2012
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Call Center Workforce Management Software Best Practices
sponsored by Infor WFM Workbrain
EGUIDE:
The market for workforce management (WFM) software in the contact center saw double-digit growth last year, but the technology still needs work, according to experts. In this e-guide you’ll explore the pros and cons of WFM.
Posted: 09 Jan 2012 | Published: 09 Jan 2012
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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
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Words for the Ys: How to Leverage a Generation’s Strengths and Improve its Staying Power in the Contact Center
sponsored by Calabrio, Inc.
WHITE PAPER:
This white paper provides insight on how to retain Generation Y contact center employees so your business can flourish and stay within budget.
Posted: 31 Jan 2012 | Published: 31 Jan 2012
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Can Your Center Keep Up with the Changes? Manage the Avalanche of Complexity and Still Control Costs
sponsored by Calabrio, Inc.
WHITE PAPER:
Read this white paper to learn more about the future changes with contact centers and the best ways to prepare your organization for these changes.
Posted: 31 Jan 2012 | Published: 31 Jan 2012
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The power of Call Centers and Customer Loyalty
sponsored by Infor CRM
EGUIDE:
Read this e-guide from our award-winning editorial team to learn strategies for how to utilize innovative technologies to improve your customer experiences, retain customers and gain loyalty.
Posted: 06 Feb 2012 | Published: 06 Feb 2012
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TouchPoints TV: Rochelle Schard, Infor
sponsored by Infor WFM Workbrain
VIDEOCAST:
In a special interview with TouchPoints TV, Rochelle Schard, Director of Marketing for Infor, shared her first impressions of the NRF's BIG Show. Watch this videocast now to get an insider’s look at the conference and Infor’s latest tools and tactics for workforce management (WFM).
Posted: 07 Feb 2012 | Premiered: 07 Feb 2012
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Apply the power of CRM to build customer loyalty
sponsored by Infor CRM
EGUIDE:
This tip guide comes straight from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Read on to learn how to utilize today's technologies for enhancing customer relationship management (CRM) strategies.
Posted: 08 Feb 2012 | Published: 08 Feb 2012
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Customer Experience Exchange E-Zine Issue 2
sponsored by SearchCRM
EZINE:
This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies.
Posted: 31 Jan 2012 | Published: 31 Jan 2012
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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
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