Contact Center Software

EGUIDE: For service organizations looking to cut costs, the contact center is the go-to department, seeing as it often has high staffing counts within the company. Check out this expert e-guide to learn how you can effectively identify opportunities and decrease spending in your contact center, without sacrificing customer experience.

Posted: 10 May 2013 | Published: 10 May 2013

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

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

WHITE PAPER: Businesses struggling to improve their customer service are failing to recognise the role and consider the needs of their own employees. This paper shows how successful customer service organisations have transformed customer service by empowering their employees with dynamic case management applications.

Posted: 22 Feb 2013 | Published: 22 Feb 2013

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

WHITE PAPER: In order to remain competitive, you need exceptional, 24x7 customer service. Savvy companies are integrating contact center processes with workforce management practices in order to enhance their service strategies. Read this expert report to learn 9 key business processes and 6 technologies required for a successful initiative.

Posted: 18 Dec 2012 | Published: 30 Jun 2012

WHITE PAPER: Think that leveraging a social media contact center strategy won't work for your business? You may want to check the facts. As this white paper explains, case studies of companies with successful social media strategies within their contact centers abound. Open this paper to discover the perhaps surprisingly significant business benefits.

Posted: 25 Oct 2012 | Published: 31 Dec 2011

EBOOK: Today's consumers expect better service, better products, and better communication with retailers. Without a single view of the customer across all channels, retailers risk alienating customers and driving them to other brands. Many retailers are deploying software-as-a-service (SaaS) contact center systems to address these problems.

Posted: 19 Sep 2012 | Published: 19 Sep 2012

WHITE PAPER: Businesses looking to reduce the costs of customer service should look to the cloud. A recent Frost and Sullivan study found that cloud-based contact centers can reduce TCO by 77% in the first year vs. on-premise systems. Read on to learn about a cloud-based customer service platform and the benefits it can provide your business.

Posted: 18 Sep 2012 | Published: 01 Sep 2012

EGUIDE: This expert resource examines the ways businesses can make sure that their organizations are empowering agents with the right technology to resolve problems by providing the right information to the agent at the right time and proactively discovering and delivering on customer expectation.

Posted: 21 Feb 2013 | Published: 21 Feb 2013

EGUIDE: Workforce management (WFM) tools are no longer a nice-to-have. In order to be successful in today's mobile, global market you need WFM practices that keep your business running smoothly. Access this e-guide to discover why legacy WFM tools are falling short and learn key factors to consider when upgrading your WFM system.

Posted: 20 Feb 2013 | Published: 20 Feb 2013

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

WHITE PAPER: Benchmarking projects are a great way for contact center organizations to improve their operations in order to reconcile competing demands from customers and the business. Read this white paper to learn best practices for executing a successful contact center benchmarking project.

Posted: 24 Oct 2012 | Published: 31 Dec 2010

WHITE PAPER: Knowledge management can be a useful tool for improving the quality and efficiency of your contact center operations. This paper outlines a series of best practices to help you achieve maximum results from knowledge management within the contact center that will ultimately lead to better customer service, and higher revenues.

Posted: 21 Jun 2012 | Published: 21 Jun 2012

WHITE PAPER: In this whitepaper, discover how using unified communications (UC) in your contact center can help you increase effective communications between employees and clients, which will improve your customer satisfaction, retention, and loyalty rates.

Posted: 08 Jun 2012 | Published: 30 Jun 2010

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

WHITE PAPER: This paper discusses first contact resolution and the offerings for measuring success with FCR.

Posted: 26 Apr 2012 | Published: 26 Apr 2012

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

EGUIDE: Read this SearchCRM.com e-guide to gain a better understanding of building a multichannel contact center and eight tips for enhancing the customer service in your contact center.

Posted: 24 Feb 2012 | Published: 24 Feb 2012

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: 07 Feb 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: 24 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: 05 Jan 2012

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

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