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Call Centres Reports
 
What Happens When a Contact Center's Communication Systems Fail 72 Hours Before Black Friday?
sponsored by Integrated Research
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

Integrated Research

Never Miss a Call With OpenScape Business Callcenter Solution
sponsored by Unify
VIDEO: Access this short video to see a description of one contact center application and many of its utilities.
Posted: 27 May 2015 | Premiered: 22 Jul 2014

Unify

Medical Alert Success Story: Making the Connection
sponsored by Five9
CASE STUDY: How did emergency monitoring device provider Medical Alert increase call center agent productivity by 69%? How did they enable agents to work from anywhere, at any time? Find out the answers to these questions by reading this brief case study.
Posted: 08 Aug 2013 | Published: 30 Jun 2013

Five9

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

Contact Center Metrics and Performance Management
sponsored by Five9
EGUIDE: This expert e-guide provides tips and best practices for working with new contact center metrics to ensure customer satisfaction through every communication channel. Learn how to determine and implement a set of key performance indicators (KPIs) for new channels such as mobile and social media, as well as how to formalize CCPM for optimum results.
Posted: 21 May 2014 | Published: 21 May 2014

Five9

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

Enkata Technologies

Close the Omni-channel Customer Experience Gap
sponsored by IBM
WHITE PAPER: If your customers cannot move smoothly across all channels, their experiences will suffer. Access this guide to learn how you can close the omni-channel customer experience gap and bring online visibility to your contact center.
Posted: 20 Mar 2014 | Published: 31 Aug 2013

IBM

Hosted Contact Center and On-Premises Centers Demystified
sponsored by Genesys
EGUIDE: Choosing between an on-premises or a hosted contact center isn't easy, and unfortunately, this decision is further complicated by misconceptions about the differences between the two and what "hosted" and "on-premises" mean. This expert e-guide aims to clarify those definitions and set straight the misconceptions.
Posted: 24 Mar 2014 | Published: 24 Mar 2014

Genesys

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

A more social contact center
sponsored by Salesforce.com
EGUIDE: In this expert e-guide, you will discover ways that contact centers are using social media channels to manage customer contact volume and the 10 steps to creating a call center social media strategy.
Posted: 20 Mar 2012 | Published: 20 Mar 2012

Salesforce.com
 
 
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