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ALSO CALLED: CIC, eContact Centers, Customer Interaction Centers, Enterprise Contact Centers, Web-enabled Call Centers
DEFINITION: A cost center is part of an organization that does not produce direct profit and adds to thecost of running a company. Examples of cost centers include research and development departments,marketing departments, help desks and customer service/contact centers.Although not always demonstrably profitable, a cost center typically adds to revenue indirectlyor fulfills some other corporate mandate. Money  … 
Definition continues below.
Contact Centers Reports
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New Frontiers in Workforce Management Applications and Skills Intelligence
sponsored by Work Market Inc
EGUIDE: There's been a big shift in the way workforce management applications have evolved to help solve contact center challenges.In this e-guide, readers will learn how skills intelligence services have created ways to alleviate stresses that come along with contracted work online.
Posted: 22 Jun 2015 | Published: 22 Jun 2015


The Future of the Contact Center: 7 Key Trends in 2015
sponsored by Five9
WEBCAST: In this webcast, Liz Osborn, VP of Product and Solution Marketing at Five9, discusses 7 key trends that are shaping the future of the contact center, from social engagement to OmniChannel capabilities. Watch now to access useful advice on maximizing the benefits of these trends within your organization.
Posted: 04 Jun 2015 | Premiered: Apr 2, 2015

Five9

UC Performance Management with Full Network Visibility
sponsored by IR
WEBCAST: View this short video to learn how you can gain true end-to-end network visibility that allows you to performance manage all associate network and UC devices in real-time, even when multiple vendors are involved.
Posted: 02 Jun 2015 | Premiered: Jun 2, 2015

IR

Unified Communications in the Contact Center
sponsored by IR
RESOURCE: This resource keeps you up to date on everything you need to know about performance management of UC and contact centers with constant contact from UC thought leaders.
Posted: 02 Jun 2015 | Published: 02 Jun 2015

IR

Is Poor Voice Quality Undermining Your Contact Center's Performance?
sponsored by IR
WHITE PAPER: This resource explores the true consequences of poor voice quality for contact center agents, customers, and the business as a whole.
Posted: 01 Jun 2015 | Published: 31 Dec 2014

IR

Customer Testimonial: Chittaranjan Desai of Siemens
sponsored by Five9
VIDEO: Learn how the Siemens Shared Services division moved from an on-premise solution to an alternative to save cost, increase flexibility, and more effectively support over 60,000 employees.
Posted: 01 Jun 2015 | Premiered: 22 Dec 2014

Five9

Customer Testimonial: Lee Hasson of Open English
sponsored by Five9
VIDEO: Discover how your organization can gain the same benefits as Open English in your contact center management system by watching this short video.
Posted: 01 Jun 2015 | Premiered: 18 Dec 2014

Five9

What Happens When a Contact Center's Communication Systems Fail 72 Hours Before Black Friday?
sponsored by IR
CASE STUDY: 72 hours before Black Friday, one organization's critical communication systems began to fail and business continuity systems crashed. Access this case study to find out what happened; why the outages occurred in the first place; and how to prevent a similar catastrophe within your organization.
Posted: 27 May 2015 | Published: 31 Dec 2014

IR

Cloud Unified Communications Need Contact Center Capabilities
sponsored by ThinkingPhones
WHITE PAPER: Read this white paper now to discover how a contact center can obtain the unified communications services it needs.
Posted: 17 Mar 2015 | Published: 01 Jan 2015

ThinkingPhones

Speech-to-Text Analytics Reveals New Insights Into Consumer Behavior
sponsored by IBM
WHITE PAPER: This white paper describes how Telerx, a global contact center outsourcing provider, embrace the methods that modern consumers are utilizing to share their opinions and turned raw data into valuable insight for their clients.
Posted: 20 Feb 2015 | Published: 31 Jan 2013

IBM

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. Inside, explore the key differences between a hosted and an on-premises contact center.
Posted: 23 Jul 2014 | Published: 23 Jul 2014

SearchCRM

6 Secrets to Offering Exceptional Customer Service
sponsored by Salesforce
WHITE PAPER: There is always room for improvement in serving your customers.  In a poll, only 7% of customer experiences exceeded their expectations.  In this eBook, we'll show how your customers, employees and brand can come together to earn a "customer for life." Download now.
Posted: 12 Jun 2014 | Published: 12 Jun 2014

Salesforce

3 Keys to a 5-Star Mobile User Experience
sponsored by Hewlett-Packard Company
RESOURCE: Access this brief resource to find fast facts about the mobile user experience, and find out why the user experience should be at the top of every enterprise's list. View now to discover how your mobile experience may be handicapping your business and damaging your brand presence.
Posted: 15 Dec 2014 | Published: 15 Dec 2014

Hewlett-Packard Company

3 Critical Funnel Points to Maximize Lead Conversions
sponsored by Harte Hanks
RESOURCE: Access this brief resource to discover the 3 critical funnel points your contact center can focus on to maximize your ROI. Find out opportunities to improve data quality and lead qualification, and how to fix them.
Posted: 04 Dec 2014 | Published: 04 Dec 2014

Harte Hanks

3 Funnel Points for Successful Lead Management
sponsored by Harte Hanks
WHITE PAPER: Access this whitepaper to discover the 3 main funnel points for a successful sales strategy. Read on to find out how to calculate your campaign for success, and how to measure your call center metrics appropriately.
Posted: 01 Dec 2014 | Published: 01 Dec 2014

Harte Hanks

Best Practices for Improving Back Office Workforce Efficiency
sponsored by Genesys
WHITE PAPER: 70% of customers report that they have ended a relationship due to poor customer service, a statistic that demands companies be at the top of their capabilities. View this in-depth whitepaper to discover an extensive 7 step guide to streamlining workforce efficiency, ultimately keeping customers happy.
Posted: 13 Aug 2014 | Published: 13 Aug 2014

Genesys

Leverage Data to Enhance Customer Experiences
sponsored by Invenio Marketing
EGUIDE: This e-guide highlights how Disney, Cincinnati Bell, and other organizations can benefit from digital data and analytics to help improve customer experiences. Don't let valuable data slip through your fingers -- read now to learn how to take advantage of available customer information that results in maximum benefits for you and your customers.
Posted: 18 Jul 2014 | Published: 18 Jul 2014

Invenio Marketing

Transforming Customer Experience in the New Digital World
sponsored by Genesys
WHITE PAPER: This white paper will show you how taking a holistic approach to digital channels in the contact center and beyond and integrating them into your customer experience strategy allows you to transform the end-to-end customer journey and deliver consistent, seamless and personalized experiences across all channels, touchpoints and interactions.
Posted: 01 Jul 2014 | Published: 01 Jul 2014

Genesys

Deepening Customer Experience: Analyzing, Optimizing and Integrating CEM
sponsored by KANA
EGUIDE: "It's difficult to have a single view of the customer because of all the forms of communication," says Donna Fluss of DMG Consulting. As customer experience management (CEM) spans multiple departments and tools, optimizing CEM can be a complex and daunting task. Fortunately, this expert e-guide serves as a roadmap to CEM transformation.
Posted: 01 Jul 2014 | Published: 01 Jul 2014

KANA

How to Meet and Exceed Customer Demands
sponsored by Genesys
WHITE PAPER: Customers expect a great end-to-end experience. Wherever work is accomplished in the enterprise, it's all part of the Customer Service Value Chain. Is your enterprise meeting this expectation? What about in the future?
Posted: 30 Jun 2014 | Published: 26 Jun 2014

Genesys

The Knowledge Base of the Future: Five Cutting-Edge Ideas You Can Implement Now
sponsored by KANA
WHITE PAPER: Building a reliable, extensive knowledge base is essential for delivering relevant, efficient customer experiences. It helps employees access information faster and enables customers to serve themselves. View this white paper to uncover five cutting-edge ideas to help you build a next-gen knowledge base.
Posted: 26 Jun 2014 | Published: 26 Jun 2014

KANA

Omni-Channel Customer Service Demands the Intelligent Contact Center
sponsored by KANA
WHITE PAPER: In order to respond to changing customer expectations, contact centers must evolve to an omni-channel, context-aware platform. In this white paper, get an in-depth look at the demands placed on the modern contact center, and the strategies and tools you can leverage to optimize customer interactions
Posted: 26 Jun 2014 | Published: 26 Jun 2014

KANA

Best Practices for Knowledge Management
sponsored by KANA
WHITE PAPER: Implementing a knowledge management program in the contact center can improve the efficiency and quality of your services, optimize customer experience, reduce agent training costs, and increase job satisfaction. In this white paper, explore best practices for successful knowledge management implementation in the contact center.
Posted: 24 Jun 2014 | Published: 24 Jun 2014

KANA

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
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CONTACT CENTERS DEFINITION (continued): …  spent on research and development, for example, mayyield innovations that will be profitable in the future. Investments in public relations andcustomer service may result in more customers and increased customer loyalty.Because the cost center has a negative impact on profit (at least on the surface) it is a likelytarget for rollbacks and layoffs when budgets are cut. Operational decisions in a contact center,for example, are typically driven by cost considerations. Financial investments in new equipment,technology and staff are often difficult to justify to management because indirect profitability … 

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