Podcast: Why BPO American Support Chose a Cloud Contact Center
sponsored by Five9
PODCAST:
In this comprehensive podcast, learn the top seven reasons why American Support, a leading outsourced contact center company, chose to move their contact center to the cloud and explore the most important questions to ask a cloud provider when looking into cloud technology.
Posted: 19 Jun 2013 | Premiered: Jun 11, 2013
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Webinar: Why BPO American Support Chose a Cloud Contact Center
sponsored by Five9
VIRTUAL SEMINAR:
In this in-depth webcast, discover the top seven reasons why American Support, a leading outsourced contact center company, chose the cloud for their contact center and explore the benefits they currently experience from this strategy. Also, learn the most important questions to ask a cloud provider when looking into cloud technology.
Posted: 18 Jun 2013 | Premiered: 11 Jun 2013
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NJ 2-1-1 Success Story
sponsored by Five9
CASE STUDY:
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.
Posted: 26 Apr 2013 | Published: 26 Apr 2013
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Winning the Customer Service Battle... In the Cloud
sponsored by Siemens Enterprise Communications
WHITE PAPER:
Poor customer service is a costly business practice. The time to differentiate your customer service strategy is now – and the cloud can help. View now to learn about cloud contact centers and how they can benefit your business.
Posted: 04 Apr 2013 | Published: 04 Apr 2013
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Seven Contact Center Trends You Can't Ignore
sponsored by Siemens Enterprise Communications
WHITE PAPER:
For customer service contact centers, it's critical to stay on top of the latest in technology and practices in order to provide your customers with the experience they expect. Check our this easy to read resource to discover 7 trends in contact center strategy, so that you can prepare your organization for what's to come
Posted: 29 Mar 2013 | Published: 31 Jan 2013
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Case Study: la Caixa - Bank takes customer and employee support to the next level
sponsored by Hewlett-Packard Company
CASE STUDY:
Spain's La Caixa bank wanted to expand into international markets, but reaching new customers meant amping up its customer service experience. Read this brief case study to discover how La Caixa chose a contact center outsourcing service to improve its customer experience management, boost its competitive position, and ultimately drive growth.
Posted: 27 Mar 2013 | Published: 30 Sep 2009
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Best practices for integrating your contact centre with salesforce.com
sponsored by ComputerWeekly.com
ANALYST REPORT:
Analyst group, Nucleus Research explores how companies can use technologies such as Genesys Connect to deliver more value from their service cloud investment
Posted: 11 Mar 2013 | Published: 11 Mar 2013
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Getting the Right "Blend" in your Contact Center
sponsored by Five9
WHITE PAPER:
Contact centers that offer both inbound and outbound capabilities have the ability to maximize revenue and optimize productivity. Read this white paper to learn more about a solution to help your business gain the most revenue. Find out some of the advantages provided by cloud-based call centers by reading this resource now.
Posted: 28 Jan 2013 | Published: 28 Jan 2013
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Cloud-Based Contact Center Software - Buyer's Guide
sponsored by Five9
WHITE PAPER:
View this white paper to gain a better understanding on the benefits of a cloud-based solution. It provides an overview that will help lead you on the path to make an informed decision about what is best for your business, by identifying the key difference between premise-based and cloud-based systems.
Posted: 25 Jan 2013 | Published: 25 Jan 2013
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Optimising the collection Process
sponsored by Aspect
WHITE PAPER:
This white paper discusses optimization of the collections process, including risk management, list management, metrics, and more.
Posted: 19 Dec 2012 | Published: 19 Dec 2012
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From Workforce Management to Workforce Productivity
sponsored by Aspect
WHITE PAPER:
This white paper reveals the technologies that support workforce productivity and offers tips for choosing the right supplier.
Posted: 19 Dec 2012 | Published: 19 Dec 2012
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How Mobile Devices are Driving Innovations in Contact Centers
sponsored by Avaya
WHITE PAPER:
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.
Posted: 29 Oct 2012 | Published: 29 Oct 2012
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Best Practices in the Call Center: A Customer Touch-Point Methodology
sponsored by Oracle Corporation UK Ltd
WHITE PAPER:
One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions.
Posted: 10 Oct 2012 | Published: 10 Oct 2012
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Case Study: Fast, reliable Payment Card Industry compliance
sponsored by Dell SecureWorks UK
WHITE PAPER:
To avoid fines and meet an upcoming compliance deadline, call centre services provider, RESPONSE (Building Rewarding Relationships), needed to improve security. Read this paper to learn how the organisation secured an easily installed and managed security solution that could also be deployed in time to meet the looming deadline.
Posted: 18 Jul 2012 | Published: 16 Jul 2012
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Supporting a Multichannel Contact Center
sponsored by Verint Systems
EGUIDE:
Consult this expert e-guide to uncover how you can provide customer support across multiple communication channels. Assisting customers efficiently is imperative to the reputation of your business. This e-guide covers best practices for managing multiple channels, so you can prepare for communication from every angle.
Posted: 13 Feb 2013 | Published: 13 Feb 2013
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Mobile Devices: Changing the Way You'll Service Your Customers
sponsored by Interactive Intelligence, Inc.
PRESENTATION TRANSCRIPT:
Discover how you can take advantage of the mobile revolution to deliver an improved and expanded service experience for your mobile device wielding users.
Posted: 15 Aug 2012 | Published: 15 Aug 2012
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What If Any Agent Could Take Any Call?
sponsored by KANA
WHITE PAPER:
Good customer service involves leveraging policies, people, and technology to answer customer questions and solve problems with accuracy, speed, and consistency. Check out this paper for tips on how to relieve customer service pain points and get your agents able to answer calls with ease, and keep customers coming back time and time again.
Posted: 22 Jun 2012 | Published: 22 Jun 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: 24 Apr 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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SIP contact centers: Key benefits and potential challenges
sponsored by NACR
EGUIDE:
Learn how Session Initiation Protocol (SIP), unified communications (UC) and contact centers fit hand in hand in this e-guide from SearchUnifiedCommunications.com.
Posted: 24 Feb 2012 | Published: 24 Feb 2012
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Pros and cons of WFM in the call center
sponsored by Infor WFM Workbrain
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: 05 Jan 2012
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Contact Center Security in the Cloud: Questions to Ask & Answers to Expect
sponsored by LiveOps
WHITE PAPER:
Read this white paper to learn what should be addressed when moving your contact center to the cloud including important security risks.
Posted: 31 Oct 2011 | Published: 28 Oct 2011
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Upgrading to Cisco Unified Communications Manager Business Edition 6000
sponsored by Cisco Systems, Inc.
WHITE PAPER:
Learn how the Cisco Unified Communications Manager Business Edition enables your employees to collaborate in the office or on the road from desk phones, PCs or Macs, mobile phones, business tablets, or any combination.
Posted: 28 Oct 2011 | Published: 28 Oct 2011
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Making the IVR Work for You and Your Customers with Self Service Differentiation
sponsored by inContact
VIDEO:
This webcast covers the potential of interactive voice recognition (IVR) technology to power service differentiation and improve customer relations.
Posted: 11 Aug 2011 | Premiered: 11 Aug 2011
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Contact Center for Dummies
sponsored by Avaya
EBOOK:
With the emergence of worldwide competition in the contact center business, working from a defined methodology is becoming increasingly important. This guide provides an approach to the different methodologies you can use, with information not only on running contact centers, but also on implementing contact center technology in a profitable way.
Posted: 15 Jul 2011 | Published: 15 Jul 2011
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