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Six Synergy Truths When Sourcing WFO & CCI From One Vendor
sponsored by Genesys
EBOOK: Many organizations are looking to outsource their contact center infrastructure or workforce optimization (WFO) in order to reduce costs and increase efficiency. However, some forward-thinking companies are outsourcing both from the same vendor, in an interconnected environment.
Posted: 12 Mar 2014 | Published: 12 Mar 2014

Genesys

5 Steps to Serving Customers in a Mobile World
sponsored by Aspect
WHITE PAPER: Today's businesses need to connect with their customers wherever they are -- and that's often on mobile devices. Effectively implementing a mobile-friendly strategy is more than just adopting the necessary contact center technology -- it's about building and maintaining customer relationships in a multi-dimensional way.
Posted: 12 Mar 2014 | Published: 12 Mar 2014

Aspect

The back office front and center
sponsored by Aspect
WEBCAST: Unfortunately, when 42% of customer experience decision makers say they can't effectively manage the end-to-end workflow of customer interactions, it's clear that inefficient processes can have serious repercussions. Watch this brief video to learn how to optimize people, processes, and insights to transform back-office operations.
Posted: 11 Mar 2014 | Premiered: Mar 11, 2014

Aspect

Multi-channel Self-service for Financial Services
sponsored by Aspect
WHITE PAPER: This resource will show you how multi-channel self-service can help you provide consistent, personalized, and integrated customer service across all channels, including mobile web, text, mobile apps, and social media.
Posted: 06 Mar 2014 | Published: 06 Mar 2014

Aspect

7 Things Retailers Should Know About Multi-channel Self-Service
sponsored by Aspect
WHITE PAPER: Businesses across all industries are realizing the importance of incorporating multi-channel self-service into their contact center strategies, especially retailers. As of a 2012 research report, over 93% of retailers had implemented some sort of self-service -- and that percentage can only increase.
Posted: 05 Mar 2014 | Published: 05 Mar 2014

Aspect

7 Things You Should Know About Multi-channel Self-Service
sponsored by Aspect
WHITE PAPER: Todays' customers expect service via a variety of channels: mobile, social media, and old-fashioned telephone, to name a few. To keep up with customer demands, your contact center must figure out how to deploy multi-channel self-service. View this resource for seven things you need to know about multi-channel self-service before you get started.
Posted: 05 Mar 2014 | Published: 05 Mar 2014

Aspect

Putting the contact center at the center of the customer experience
sponsored by Aspect
WHITE PAPER: Today's customers have more control of the conversation than ever before -- and your contact center must be equipped to deliver seamless interactions across a variety of channels, lest your customers take their business somewhere else. To do this, you need a comprehensive platform that enables anywhere, anytime service.
Posted: 04 Mar 2014 | Published: 31 Mar 2013

Aspect

Case Study: Golfbreaks Implements Integrated, Multichannel Contact Center
sponsored by Aspect
WEBCAST: This brief video case study reveals how Golfbreaks.com, Europe's largest golf travel company, successfully implemented a multichannel contact center and optimized its unified communications strategy.
Posted: 03 Mar 2014 | Premiered: Mar 3, 2014

Aspect

Deployment Flexibility
sponsored by Aspect
WHITE PAPER: In this white paper, explore two alternatives to traditional infrastructures: cloud deployments and managed services. Discover how managed services allow you to keep your contact center infrastructure on-premise without the burden of managing it, and how cloud deployments offer a scalable host solution with unparalleled flexibility.
Posted: 28 Feb 2014 | Published: 31 Oct 2013

Aspect

It's Time to Fix Back-Office Operations
sponsored by Aspect
WHITE PAPER: Many organizations have been managing back-office operations the same way for years. In this white paper, learn how workforce optimization (WFO) suites can transform your operating model for back-office functions, and get a framework to create a more effective, efficient model.
Posted: 27 Feb 2014 | Published: 31 Dec 2013

Aspect

Four Reasons Why Proactive Customer Care Means Customer Loyalty
sponsored by Aspect
WHITE PAPER: This resource counts down four key reasons that proactive customer care makes good business sense, and examines how this strategy can transform your contact center into a customer loyalty center. Also inside, find key tips to help you get started.
Posted: 17 Feb 2014 | Published: 30 Apr 2013

Aspect

Case study: How CVS/Pharmacy found customer service success
sponsored by Aspect
CASE STUDY: This case study reveals how a unified contact center platform enabled CVS/Pharmacy – the nation's largest retail pharmacy chain – to successfully meet its multichannel customer service objectives.
Posted: 17 Feb 2014 | Published: 31 Jul 2013

Aspect

The Blueprint to Contact Center Modernization- Replacing Your ACD
sponsored by Genesys
WHITE PAPER: Your contact center is looking to improve agent productivity, increase efficiency, and provide stellar customer experiences -- but are your legacy technologies hampering your goals? If you still rely on Automatic Call Distribution (ACD), this could be the case.
Posted: 14 Nov 2013 | Published: 14 Nov 2013

Genesys

Contact Center: Mobile Apps and KPI to Boost Customer Satisfaction
sponsored by Five9
EGUIDE: In this expert e-guide, explore the emergence of mobile contact center apps for creating a better customer experience.   You'll also discover best practices for cutting through copious contact center data with key performance indicators (KPI).
Posted: 13 Mar 2014 | Published: 13 Mar 2014

Five9

The Power of Transformational Knowledge
sponsored by Oracle Corporation
WHITE PAPER: In this white paper, find out how you can deliver superior customer experiences with a Transformational State of Knowledge. Inside, find specific steps you can follow to achieve transformational knowledge, and learn how this state can grant your company sustainable growth and profitability.
Posted: 06 Jan 2014 | Published: 06 Jan 2014

Oracle Corporation

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

Avaya Asia Pacific Customer Experience Index 2013
sponsored by Avaya
WHITE PAPER: This exclusive resource discusses the critical role that contact centers play in driving customer satisfaction and how your organization can ensure that your contact centers provide customers with the experience that they desire.
Posted: 11 Nov 2013 | Published: 11 Nov 2013

Avaya

Avaya Users Deploy Best-in-Class Practices to Improve Contact Center Performance
sponsored by Avaya
WHITE PAPER: This exclusive paper examines how your organization can position itself to meet changing buyer needs by establishing best-in-class contact center programs. Read on and also discover 14 best practices that can ensure successful customer interactions.
Posted: 11 Nov 2013 | Published: 11 Nov 2013

Avaya

What Happens When They are Gone?
sponsored by VoltDelta
WHITE PAPER: Access this helpful resource to learn what to ask when searching for a cloud-based contact center tools -- especially interactive voice response (IVR) technology. Discover the hidden "red flags" that signal you to dig a little deeper before selecting a final vendor for your cloud contact center initiatives.
Posted: 24 Oct 2013 | Published: 24 Oct 2013

VoltDelta

Guide to Customer Experience Management Best Practices, Technologies Reader
sponsored by Genesys-Angel
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

Genesys-Angel

The Azzurri Contact Centre Leader Peer-to-Peer Opinion Exchange 2013
sponsored by Azzurri
WHITE PAPER: This white paper features a quantified report on UK contact centre leaders, and compares the results of those who have implemented a single multi-channel communications system and those who have not, to get a clear picture of what the barriers and benefits of this system may be.
Posted: 08 Oct 2013 | Published: 08 Oct 2013

Azzurri

Industry Credentials Insurance
sponsored by Azzurri
WHITE PAPER: These top case studies highlight three UK insurance providers and their networking challenges with enhancing customer experience and increasing customer loyalty through better communication and end-user engagement, and how they found a solution that streamlined contact management and more.
Posted: 02 Oct 2013 | Published: 02 Oct 2013

Azzurri

Proactive Customer Engagement
sponsored by Genesys-Angel
WHITE PAPER: In this research report from the Yankee Group, explore how to achieve successful customer engagement management across the entire customer lifecycle by leveraging the right tools and integrating communication channels.
Posted: 30 Sep 2013 | Published: 31 Jul 2013

Genesys-Angel

The Hidden ROI of a Cloud-based Contact Center
sponsored by Five9
ANALYST REPORT: Access this report from Aberdeen Group to examine some of the top business drivers for cloud-based contact centers. You'll also explore the benefits that the cloud offers contact centers, and how it improves customer experience over traditional call center deployments.
Posted: 30 Sep 2013 | Published: 31 Jan 2013

Five9

Managing and Optimizing the Call Center
sponsored by Aspect
EGUIDE: In this e-guide from the experts at SearchCRM.com, learn how your organization can optimize its call center and drive customer service success with the use of workforce management (WFM) software, real-time speech analytics software, guidance applications, predictive analytics, and other tools.
Posted: 24 Sep 2013 | Published: 24 Sep 2013

Aspect
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