This resource provides the information that mid-size organizations need as they consider making the jump to a multi-channel contact center, including key drivers and challenges; what to look for in a vendor partner; proven tips for success; and more.
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.
Today, the majority of North American contact centers today are supported by premise-based contact center and telephony systems. But there's another money-saving option for contact centers: third-party owned and operated hosted services. Before you decide which model to use, there's another factor you should consider: Total cost of ownership (TCO).
In this SearchCRM.com expert e-guide, get an inside look at common practices for measuring contact center and organizational performance, and learn how you can transform metrics into a world-class customer experience.
Access this video case study today to learn how Visa Desjardins – the largest financial cooperative group in Canada – optimized customer service delivery by investing in a new blended call center environment.
Failing to adopt a customer service strategy for mobile devices could put your business at a serious disadvantage. Gartner research suggests that 80% of companies will suffer revenue loss from the lack of customer support on mobile devices by 2013. Read this paper to learn how to utilize the opportunities mobility offers customer service.
Read this case study to learn how NEC solutions helped TORO improve contact-center service quality scores, improve staff productivity, improve business operations and enhance system flexibility.
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.
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