Cloud-Based Communications: Are They Right For Your Organization?
sponsored by Interactive Intelligence, Inc.
PODCAST:
Download this podcast to learn more about moving your contact center applications and Unified Communications (UC) strategies to the cloud. Uncover the benefits and pain points involved, and get help deciding if a cloud-based communication strategy is worthwhile for your organization.
Posted: 14 May 2012 | Premiered: 14 May 2012
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Benefits of Cloud-Based Communications
sponsored by Interactive Intelligence, Inc.
PRESENTATION TRANSCRIPT:
This presentation transcript explores the options of moving your contact center applications and Unified Communications strategies to the cloud. Uncover the benefits and opportunities of cloud-based solutions and potential pain points, and get help deciding if the cloud is a good option for your organization.
Posted: 10 May 2012 | Published: 10 May 2012
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Would a Cloud-Based Contact Center and UC Strategy Benefit Your Business?
sponsored by Interactive Intelligence, Inc.
WEBCAST:
This webcast explores the option of moving your contact center applications and Unified Communications strategies to the cloud. Uncover the benefits and opportunities of cloud-based solutions, and get help deciding whether being in the cloud or on-premise is best for your organization.
Posted: 27 Apr 2012 | Premiered: 27 Apr 2012
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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
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STOP LOOKING! THE FCR SILVER BULLET IS ALREADY HERE
sponsored by Enkata Technologies
WHITE PAPER:
This paper discusses first contact resolution and the offerings for measuring success with FCR.
Posted: 26 Apr 2012 | Published: 26 Apr 2012
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Next Contact Avoidance:A Pre-Emptive Strategy for Customer Satisfaction
sponsored by Enkata Technologies
EBOOK:
This paper discusses using predictive analytics to improve customer satisfaction.
Posted: 26 Apr 2012 | Published: 26 Apr 2012
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Speech, Performance, Desktop and Text Analytics The Case for Unified Analytics in the Contact Center
sponsored by Enkata Technologies
WHITE PAPER:
This paper discusses the strengths and weaknesses of a variety of analytic applications, how they can help your business, and why and how you should integrate these platforms for optimum performance.
Posted: 26 Apr 2012 | Published: 26 Apr 2012
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A Total Cost of Ownership Analysis of SAP's Business Communications Management Solution
sponsored by SAP America, Inc.
WHITE PAPER:
Read this paper to learn why an all-Internet Protocol (IP)-based contact center solution such as the SAP Business Communication Management (BCM) is attractive to administrators seeking to lower call costs, reduce hardware needs, and improve the operational performance of multiple centers and communication channels.
Posted: 27 Mar 2012 | Published: 27 Mar 2012
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Customer Experience Exchange E-Zine: Issue 3
sponsored by SearchCRM
EZINE:
In this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%.
Posted: 20 Mar 2012 | Published: 20 Mar 2012
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Choosing the right contact center technology
sponsored by NACR
EGUIDE:
Read this SearchCRM.com e-guide to gain a better understanding of building a multichannel contact center and eight tips for enhancing the customer service in your contact center.
Posted: 24 Feb 2012 | Published: 24 Feb 2012
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Running a successful contact center
sponsored by NACR
EGUIDE:
This SearchCRM.com e-guide features editorial insight on the latest contact center and customer service trends.
Posted: 24 Feb 2012 | Published: 24 Feb 2012
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Webinar: Increase Call Center Service and Efficiency: Insight into one company’s approach
sponsored by NACR
WEBCAST:
Having a functional communications system is imperative to delivering outstanding customer service and achieving operational efficiency. When it comes to AAA Mid-Atlantic, they want to be sure their customers get the best service possible.
Posted: 14 Feb 2012 | Premiered: 14 Feb 2012
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Increase Call Center Service and Efficiency
sponsored by NACR
CASE STUDY:
Having a functional communications system is imperative to deliver outstanding customer service and achieve great operational efficiencies.
Posted: 10 Feb 2012 | Published: 10 Feb 2012
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Best Practices for Transforming to a Multi-Channel Contact Center
sponsored by inContact
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
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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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Case Study: la Caixa - Bank takes customer and employee support to the next level
sponsored by Hewlett-Packard Limited
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
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Transforming the Customer Experience: How Four Contact Centers Did It Successfully
sponsored by inContact
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
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Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis
sponsored by inContact
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
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