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ALSO CALLED: Contact Center Outsourcing, Contact Centres Services, Customer Services Outsourcing, Contact Centers Services, Customer Care Outsourcing, Customer Service Outsourcing, Contact Centre Services
DEFINITION: This outsourced service focuses on the management and operation of customer care, inbound service and support calls in contact centers.
Contact Center ServicesReports
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Five Advantages of Mobile for Customer Service
sponsored by Salesforce
WHITE PAPER: Customers expect a seamless experience, regardless of where reps are located – making mobile more essential than ever. This whitepaper considers 5 reasons why mobile should be part of your service strategy.
Posted: 28 Aug 2014 | Published: 28 Aug 2014

Salesforce

Orbitz For Business Delivers 300-500% ROI With Outsourced Lead Generation
sponsored by Invenio Marketing
CASE STUDY: This case study discusses the advantages of outsourcing lead generation and appointment setting, and the profitable results Orbitz saw from these services.
Posted: 31 Jul 2014 | Published: 31 Jul 2014

Invenio Marketing

The Makings of a Modern Contact Center
sponsored by SearchCRM
EBOOK: Choosing between a hosted or on-premises model -- or a blend of the two -- is the first step to modernizing customer relationship management systems today.
Posted: 23 Jul 2014 | Published: 23 Jul 2014

SearchCRM

Preserve Customer Experience Consistency and Loyalty in a Multi-Sourced Contact Center
sponsored by Genesys
WHITE PAPER: 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.
Posted: 05 Jun 2014 | Published: 05 Jun 2014

Genesys

Leveraging the Power of the Peloton to Lead Change
sponsored by Global Knowledge
WHITE PAPER: This white paper combines the concept of the peloton with one of the most widely accepted approaches for enabling change in organizations: John P. Kotter's 8 Steps for Enabling Change.
Posted: 26 Jul 2013 | Published: 19 Jul 2013

Global Knowledge

Avaya Aura Contact Center Database Integration Wizard: Part One, Sending Data
sponsored by Global Knowledge
WHITE PAPER: In Part One: Sending Data, of this two-part series on the Avaya Aura Contact Center Database Integration Wizard (DIW), you will see how to integrate the Avaya Aura Contact Center with a backend database management system in order to to capture call information and store it in a database for reporting purposes.
Posted: 25 Jul 2013 | Published: 21 Jun 2013

Global Knowledge

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

ComputerWeekly.com

The New CRM Metrics: Putting Them to Work
sponsored by SearchCRM
WHITE PAPER: There is added pressure for contact center agents, with customers armed to the teeth with devices to connect with businesses- from tweets to texts to telephone calls. But with proper metrics to gauge their performance and lead to instructive training, some of that pressure can be alleviated.
Posted: 25 Jan 2013 | Published: 25 Jan 2013

SearchCRM

Performance Improvement In The Contact Centre
sponsored by Cisco
WHITE PAPER: 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.
Posted: 17 Jun 2014 | Published: 31 Dec 2013

Cisco

How-To Guide: Top Ways to Optimize Your Contact Center Investment
sponsored by Cisco
WHITE PAPER: Find out what you need to know to ensure your contact center runs to the best of its ability.
Posted: 16 Jun 2014 | Published: 31 Dec 2013

Cisco

Three Tips for Measuring Voice in the Sea of Big Data
sponsored by Calabrio, Inc.
WHITE PAPER: This resource explores why the contact center has remained a highly untapped source of customer insight, explains how recent advances are giving organizations the power to analyze voice interactions, and counts down three essential success factors that you should consider.
Posted: 03 Apr 2014 | Published: 03 Apr 2014

Calabrio, Inc.

Contact Center Metrics for Customer Experience Success
sponsored by Desk.com (A Salesforce Company)
EGUIDE: 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.
Posted: 24 Mar 2014 | Published: 24 Mar 2014

Desk.com (A Salesforce Company)

Close the Omni-channel Customer Experience Gap
sponsored by IBM
WHITE PAPER: 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.
Posted: 20 Mar 2014 | Published: 31 Aug 2013

IBM

Seven Critical Capabilities to Demand From Your Cloud Contact Center Provider
sponsored by Aspect
WHITE PAPER: Delivering exceptional customer service today means having a flexible and reliable contact center, as well as all the tools your agents need to be successful. Many companies are looking to cloud contact center platforms to meet these requirements, but what should you look for in a cloud solution?
Posted: 04 Mar 2014 | Published: 31 Jan 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

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

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

Visa Desjardins Provides a Differentiated Customer Experience
sponsored by Genesys
WEBCAST: 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.
Posted: 16 Sep 2013 | Premiered: Feb 27, 2013

Genesys

ICBC Builds Cutting-edge Contact Center as Part of their Customer-Centric Strategy
sponsored by Genesys
CASE STUDY: This case study reveals how Canadian insurer ICBC built a flexible, cutting-edge contact center as a key part of its customer-centric strategy, enabling the company to improve routing flexibility, increase customer satisfaction, and more.
Posted: 13 Sep 2013 | Published: 31 Dec 2012

Genesys

Loss from Legacy Call Center Infrastructure
sponsored by Genesys
WHITE PAPER: Is your legacy call center infrastructure limiting your organization's ability to increase efficiencies, reduce costs, and raise productivity? What's the true cost of a legacy call center? Answer these questions now by consulting this exclusive infographic.
Posted: 04 Sep 2013 | Published: 04 Sep 2013

Genesys

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

Five9

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

Verint Systems
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