The power of Call Centers and Customer Loyalty
sponsored by Infor CRM
EGUIDE:
Read this e-guide from our award-winning editorial team to learn strategies for how to utilize innovative technologies to improve your customer experiences, retain customers and gain loyalty.
Posted: 06 Feb 2012 | Published: 06 Feb 2012
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Words for the Ys: How to Leverage a Generation’s Strengths and Improve its Staying Power in the Contact Center
sponsored by Calabrio, Inc.
WHITE PAPER:
This white paper provides insight on how to retain Generation Y contact center employees so your business can flourish and stay within budget.
Posted: 31 Jan 2012 | Published: 31 Jan 2012
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The Inner Circle Guide to Speech Analytics
sponsored by Calabrio, Inc.
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
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North American Contact Center Industry 2011: A Mid-Year Update and Forecast
sponsored by Calabrio, Inc.
WHITE PAPER:
This informative market update from The National Association of Call Centers (NACC) provides a comprehensive look at the industry.
Posted: 31 Jan 2012 | Published: 31 Jan 2012
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Can Your Center Keep Up with the Changes? Manage the Avalanche of Complexity and Still Control Costs
sponsored by Calabrio, Inc.
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
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Making WFM Work: Best Practices and ROI Model
sponsored by Calabrio, Inc.
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
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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
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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
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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
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Call Center Workforce Management Software Best Practices
sponsored by Infor WFM Workbrain
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
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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
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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
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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
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Oracle Business Intelligence Applications Overview
sponsored by Oracle Corporation
WHITE PAPER:
This paper explains how Oracle Business Intelligence (BI) Applications are complete, prebuilt BI solutions that deliver intuitive, role-based intelligence for everyone in an organization - from front line employees to senior management - that enable better decisions, actions, and business processes.
Posted: 22 Jan 2011 | Published: 22 Jan 2011
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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
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CRM without Compromise: A Strategy for Profitable Growth
sponsored by SAP America, Inc.
WHITE PAPER:
Consider how SAP can help you improve customer relationship management. Build a synergistic ecosystem with employees, customers, and partners to deliver customer value – where customer demand drives the supply chain and customer insight inspires innovation. Quickly respond to sustain competitive advantage and profitability.
Posted: 07 Nov 2007 | Published: 07 Nov 2007
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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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