Contact Center Software

EGUIDE: This tip guide features chapter 6 from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Access this resource now to learn how to align business process with customer relationship management (CRM) initiatives, tips for CRM strategy and how to effectively leverage the call center to improve customer loyalty.

Posted: 08 Feb 2012 | Published: 08 Feb 2012

EGUIDE: This tip guide comes straight from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Read on to learn how to utilize today's technologies for enhancing customer relationship management (CRM) strategies.

Posted: 08 Feb 2012 | Published: 08 Feb 2012

WHITE PAPER: Read this comprehensive paper to gain valuable information for getting the most out of a speech analytics system.

Posted: 31 Jan 2012 | Published: 31 Jan 2012

WHITE PAPER: Read this white paper to learn more about the future changes with contact centers and the best ways to prepare your organization for these changes.

Posted: 31 Jan 2012 | Published: 31 Jan 2012

WHITE PAPER: There has been tremendous innovation in contact center workforce management (WFM) over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.

Posted: 31 Jan 2012 | Published: 31 Jan 2012

VIDEO: This video explains how you can combine interactive voice response (IVR) and ACD systems into one that tracks calls, call waits and offers "self-service" options for callers with a long wait. Watch this now to see a detailed overview of this all-in-one system that will save your organization money.

Posted: 20 Jan 2012 | Premiered: 20 Jan 2012

WHITE PAPER: Read this white paper to get a framework, plan and recommended best practices for transforming your siloed contact centers into a multi-channel servicing environment.

Posted: 20 Jan 2012 | Published: 20 Jan 2012

WHITE PAPER: This white paper describes five tips and challenges for using Interactive Voice Response (IVR) systems.

Posted: 20 Jan 2012 | Published: 20 Jan 2012

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: 09 Jan 2012

WHITE PAPER: If your organization isn't on the cloud yet when it comes to customer service, then you may be severely disadvantaged. Competition for customer service is increasing and your company needs all the latest tools to stay ahead of the game. Read this white paper to learn how four contact centers adopted agile cloud-based computing technologies.

Posted: 16 Sep 2011 | Published: 16 Sep 2011

WHITE PAPER: This white paper presents the results of a total cost of ownership (TCO) analysis comparing premise-based and hosted contact center platforms.

Posted: 08 Aug 2011 | Published: 08 Aug 2011

EBOOK: The right cloud computing solution makes it possible for call centers to eliminate barriers created by obsolete premise-based solutions, achieve customer service excellence and continue business success. Find out how inContact is helping hundreds of call centers greatly reduce costs while simultaneously increasing customer satisfaction levels.

Posted: 04 May 2010 | Published: 04 May 2010