Call Centre Management Reports

SIP contact centers: Key benefits and potential challenges
sponsored by TechTarget Security
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

TechTarget Security

Guide to Customer Experience Management Best Practices, Technologies Reader
sponsored by TechTarget Customer Experience
EGUIDE: This guide consists of articles that shed light on the new technologies shaping CEM today and offers advice on strategies and best practices organizations can use to optimize customer relations, increase profit and keep up with their consumers.
Posted: 18 Oct 2013 | Published: 18 Oct 2013

TechTarget Customer Experience

Call Center Analytics: The Bottom Line
sponsored by Genesys
EGUIDE: This expert e-guide homes in on customer experience analytics and the tools and strategies that lead to success. Also inside, separate contact center analytics fact from fiction.
Posted: 11 Nov 2013 | Published: 11 Nov 2013

Genesys

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

Genesys

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

Explore the Changing Contact Center Landscape
sponsored by LogMeIn Rescue
EGUIDE: New technology is shifting contact centers in a different direction – one that appeals more to current customer expectations. In this expert guide, discover new opportunities available for contact centers. Explore why infrastructure has become a major concern, new multichannel technology, and how one call center made social media work.
Posted: 09 Mar 2017 | Published: 06 Mar 2017

LogMeIn Rescue

Loss from Legacy Call Center Infrastructure
sponsored by Genesys
WHITE PAPER: Is your legacy call center infrastructure limiting your organization's ability to increase efficiencies, reduce costs, and raise productivity? What's the true cost of a legacy call center? Answer these questions now by consulting this exclusive infographic.
Posted: 04 Sep 2013 | Published: 04 Sep 2013

Genesys

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: 07 Feb 2012

Infor CRM

The Recent Shift in the Contact Center Market
sponsored by Genesys
EGUIDE: The unified communications and collaboration industry has been going through major changes in the last few years with the advent of UC consolidation. In this e-guide, learn about how contact center software provider Genesys went through a shift in 2016 after planning to boost its cloud-based services by acquiring new UC capabilities.
Posted: 17 Apr 2017 | Published: 11 Apr 2017

Genesys

Why a Call Centric CRM?
sponsored by CallPro CRM
WHITE PAPER: Is your current customer relationship management (CRM) software negatively impacting your selling potential? Many of the CRM software options today have lost focus on their primary users – sales professionals – and are actually decreasing sales activity. Read on to learn how a call-centric CRM strategy can alleviate this challenge.  
Posted: 23 Aug 2012 | Published: 01 Aug 2012

CallPro CRM