Many organizations are taking a multi-sourcing approach to contact center services, but it doesn't come without its risks -- what should you look out for? Find out in this white paper, and learn how you can avoid the perils of lackluster service and disappointing cost savings with a common hosted contact center platform.
Customer loyalty is a critical way to retain more of your customers and grow your business faster. Explore these nine principles to foster a culture of greater loyalty and engagement and you will see immediate profits.
Read this brief case study to learn how NJ-2-1-1 implemented a cloud-based virtual contact center that successfully handled over 90,000 calls when 2012's Hurricane Sandy hit. Read on to discover the benefits they are enjoying from this system.
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.
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.
Find out how you can improve customer satisfaction, become more competitive and reduce the cost of acquiring and retaining loyal customers by investing more money in contact center technologies.
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%.
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