Contact Centers White Papers ( CIC, eContact Centers, Customer Interaction Centers, Enterprise Contact Centers, Web-enabled Call Centers ) Software Downloads, Definition and Webcasts

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May 23, 2012

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Contact Centers
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
18 Matches

Building the Contact Center of the Future sponsored by inContact WHITE PAPER: This comprehensive white paper discusses the future of contact centers. From tools to strategy this paper covers all you need to know about ensuring that your customer service stays up to date. Posted: 15 May 2012 \| Published: 15 May 2012 TOPICS: Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| Contact Center Services \| Contact Center Software \| Contact Centers \| CRM \| CRM Best Practices \| CRM Software \| Customer Service \| Customer Service Best Practices

Cloud-Based Communications: Are They Right For Your Organization? sponsored by Interactive Intelligence, Inc. PODCAST: Download this podcast to learn more about moving your contact center applications and Unified Communications (UC) strategies to the cloud. Uncover the benefits and pain points involved, and get help deciding if a cloud-based communication strategy is worthwhile for your organization. Posted: 14 May 2012 \| Premiered: 14 May 2012 TOPICS: Contact Center Management \| Contact Center Services \| Contact Center Software \| Contact Centers \| Hardware \| Hardware Virtualization \| Outsourcing \| Remote Offices \| Remote Users \| ROI \| Security \| TCO \| Unified Messaging

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: 10 May 2012 TOPICS: Contact Center Management \| Contact Center Services \| Contact Center Software \| Contact Centers \| Hardware \| Hardware Virtualization \| Outsourcing \| Remote Offices \| Remote Users \| ROI \| Security \| TCO \| Unified Messaging

Introducing Avaya Collaborative Cloud sponsored by Avaya WEBCAST: This brief webcast explores Avaya’s Collaborative Cloud strategy, which wishes to showcase how the cloud can improve your communications and collaboration, changing the way your enterprise works. Posted: 30 Apr 2012 \| Premiered: 30 Apr 2012 TOPICS: Cloud Computing \| Cloud Management \| Collaboration \| Communications Networks \| Contact Centers \| Mobile Workers \| Private Cloud \| Private cloud computing \| Public Cloud \| Public cloud computing \| Unified Messaging \| Videoconferences

Would a Cloud-Based Contact Center and UC Strategy Benefit Your Business? sponsored by Interactive Intelligence, Inc. WEBCAST: This webcast explores the option of moving your contact center applications and Unified Communications strategies to the cloud. Uncover the benefits and opportunities of cloud-based solutions, and get help deciding whether being in the cloud or on-premise is best for your organization. Posted: 27 Apr 2012 \| Premiered: 27 Apr 2012 TOPICS: Contact Center Management \| Contact Center Services \| Contact Center Software \| Contact Centers \| Hardware \| Hardware Virtualization \| Outsourcing \| Remote Offices \| Remote Users \| ROI \| Security \| TCO \| Unified Messaging

FCR Done Right! sponsored by Enkata Technologies WHITE PAPER: Access this white paper to learn how to build an operational FCR program without sacrificing your budget. Posted: 26 Apr 2012 \| Published: 26 Apr 2012 TOPICS: Call Center Management \| Call Center Services \| Call Centers \| Contact Center Management \| Contact Centers \| CRM Analytics \| CRM Best Practices \| Customer Service Best Practices

Speech, Performance, Desktop and Text Analytics The Case for Unified Analytics in the Contact Center sponsored by Enkata Technologies WHITE PAPER: This paper discusses the strengths and weaknesses of a variety of analytic applications, how they can help your business, and why and how you should integrate these platforms for optimum performance. Posted: 26 Apr 2012 \| Published: 26 Apr 2012 TOPICS: Analytic Applications Software \| Contact Center Management \| Contact Center Services \| Contact Center Software \| Contact Centers \| Data Analytics \| Text Analytics

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 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Center Workforce Management \| Contact Centers \| CRM \| CRM Best Practices \| Customer Data Management \| Customer Loyalty \| Customer Satisfaction

Running a successful contact center sponsored by NACR EGUIDE: This SearchCRM.com e-guide features editorial insight on the latest contact center and customer service trends. Posted: 24 Feb 2012 \| Published: 24 Feb 2012 TOPICS: Contact Center Management \| Contact Centers \| CRM \| Social Networking \| Web 2.0

Webinar: Increase Call Center Service and Efficiency: Insight into one company’s approach sponsored by NACR WEBCAST: Having a functional communications system is imperative to delivering outstanding customer service and achieving operational efficiency. When it comes to AAA Mid-Atlantic, they want to be sure their customers get the best service possible. Posted: 14 Feb 2012 \| Premiered: 14 Feb 2012 TOPICS: Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software

Increase Call Center Service and Efficiency sponsored by NACR CASE STUDY: Having a functional communications system is imperative to deliver outstanding customer service and achieve great operational efficiencies. Posted: 10 Feb 2012 \| Published: 10 Feb 2012 TOPICS: Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| Disaster Recovery \| MPLS \| SIP

Adapt your contact center for increased customer satisfaction sponsored by inContact 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 TOPICS: Call Center Software \| Call Centers \| Contact Center Software \| Contact Centers \| CRM \| Customer Service \| IVR

Best Practices for Transforming to a Multi-Channel Contact Center sponsored by inContact 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 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| CRM \| CRM Best Practices \| Customer Satisfaction \| Customer Service \| Messaging Software \| Social Networking \| Web 2.0

Top 5 Ways to Make IVR Work For You and Your Customers sponsored by inContact 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 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| CRM \| CRM Software \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| IVR

Case Study: la Caixa - Bank takes customer and employee support to the next level sponsored by Hewlett-Packard Limited CASE STUDY: With HP's contact centre and customer services, la Caixa was able to expand and continue to provide excellent service to their customers. Read this case study now to learn more about HP's call centre and contact centre offerings. Posted: 05 Jan 2012 \| Published: 05 Jan 2012 TOPICS: Call Center Management \| Call Center Services \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Centers \| Customer Service

Transforming the Customer Experience: How Four Contact Centers Did It Successfully sponsored by inContact 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 TOPICS: Cloud Computing \| Cloud CRM \| Contact Center Management \| Contact Center Services \| Contact Center Software \| Contact Centers \| CRM \| CRM Best Practices \| CRM Services \| CRM Software \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

Avaya Aura Contact Center Scripting Demystified sponsored by Global Knowledge WHITE PAPER: Why is scripting so daunting to many IT pros? It's not an impossible skill to master - most people can master a simple system if they have the opportunity to practice. This white paper introduces an identifiable pattern that virtually all Contact Centers follow and associates key elements of that pattern with the corresponding scripting code. Posted: 18 May 2011 \| Published: 18 May 2011 TOPICS: Contact Centers \| Help Desk Management \| Help Desks \| Scripting \| Scripting Languages \| Service Creation \| Service Creation Tools \| Text Editors

Cloud Computing for the Call Center: The Next Revolution sponsored by inContact 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 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Cloud Computing \| Contact Center Software \| Contact Centers \| Contact Management \| CRM \| Software as a Service \| TCO \| Telephony Systems

18 Matches

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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