Contact Center Management

EGUIDE: This tip guide features chapter 6 from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Access this resource now to learn how to align business process with customer relationship management (CRM) initiatives, tips for CRM strategy and how to effectively leverage the call center to improve customer loyalty.

Posted: 08 Feb 2012 | Published: 08 Feb 2012

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

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

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

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

WHITE PAPER: Read this comprehensive paper to gain valuable information for getting the most out of a speech analytics system.

Posted: 31 Jan 2012 | Published: 31 Jan 2012

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

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

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

WHITE PAPER: There has been tremendous innovation in contact center workforce management (WFM) over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.

Posted: 31 Jan 2012 | Published: 31 Jan 2012

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

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

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

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

WHITE PAPER: If your organization isn't on the cloud yet when it comes to customer service, then you may be severely disadvantaged. Competition for customer service is increasing and your company needs all the latest tools to stay ahead of the game. Read this white paper to learn how four contact centers adopted agile cloud-based computing technologies.

Posted: 16 Sep 2011 | Published: 16 Sep 2011

WHITE PAPER: This white paper presents the results of a total cost of ownership (TCO) analysis comparing premise-based and hosted contact center platforms.

Posted: 08 Aug 2011 | Published: 08 Aug 2011

WHITE PAPER: Consider how SAP can help you improve customer relationship management. Build a synergistic ecosystem with employees, customers, and partners to deliver customer value – where customer demand drives the supply chain and customer insight inspires innovation. Quickly respond to sustain competitive advantage and profitability.

Posted: 07 Nov 2007 | Published: 07 Nov 2007