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 21, 2013

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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
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Smarter Service: The Contact Center of the Future sponsored by Oracle Corporation 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 TOPICS: Cloud Computing \| Cloud CRM \| Cloud Management \| Contact Center Management \| Contact Center Services \| Contact Center Software \| Contact Centers \| CRM \| CRM Best Practices \| CRM Services \| CRM Software \| SaaS business intelligence \| SaaS ERP \| Software as a Service

Agile , Secure, Reliable: World-Class Customer Service in the Cloud sponsored by Oracle Corporation 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 TOPICS: Cloud Computing \| Cloud CRM \| Contact Center Management \| Contact Center Software \| Contact Centers \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software

Mobile Devices: Changing the Way You'll Service Your Customers sponsored by Interactive Intelligence, Inc. PRESENTATION TRANSCRIPT: Discover how you can take advantage of the mobile revolution to deliver an improved and expanded service experience for your mobile device wielding users. Posted: 15 Aug 2012 \| Published: 15 Aug 2012 TOPICS: Application Deployment \| Application Development \| Application Performance Management \| Applications Management \| Call Center Management \| Call Center Services \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Centers \| Contact Management \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| Mobile Workers \| Smart Phones \| Tablet PC

ShoreTel Small Business Edition: Simple Communications That Grow With Your Business sponsored by ScanSource & ShoreTel WHITE PAPER: Uncover the details of a unified communications (UC) system that provides powerful, feature-rich, scalable, productivity-boosting UC to small businesses at an affordable price point. Posted: 07 Aug 2012 \| Published: 31 Jul 2012 TOPICS: Collaboration \| Communications Systems \| Contact Centers \| Email \| Mobile Workers \| Routing \| Small Businesses \| Smart Phones \| SMBs \| Unified Messaging \| Unified Messaging Systems

Business Case for Integrated Unified Communications and Contact Center Solution sponsored by ShoreTel 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 TOPICS: Collaboration \| Contact Center Management \| Contact Center Software \| Contact Centers \| Contact Management \| Customer Loyalty \| Customer Retention \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Instant Messaging \| Teleconferences \| Unified Messaging \| Unified Messaging Systems \| Videoconferences

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: 24 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

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: Apr 30, 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

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

Social channels changing contact center certification sponsored by Salesforce.com EGUIDE: In this expert tip, find out which certification programs are getting overhauled, including those focused on individual call center managers and agents, such as the program from ICMI, and the costs associated with these certifications. Posted: 20 Mar 2012 \| Published: 20 Mar 2012 TOPICS: Call Center Management \| Call Centers \| Certification Programs \| Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| Mobile CRM \| Social Networking \| Training

8 contact center best practices sponsored by Salesforce.com EGUIDE: Read this expert e-guide to see what Donna Fluss and Michael Krigsman have to say about how companies can ensure contact centers utilize new social media, video and mobile support to their best advantage. Posted: 20 Mar 2012 \| Published: 20 Mar 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| Customer Service \| Social Networking \| Web 2.0

A more social contact center sponsored by Salesforce.com EGUIDE: In this expert e-guide, you will discover ways that contact centers are using social media channels to manage customer contact volume and the 10 steps to creating a call center social media strategy. Posted: 20 Mar 2012 \| Published: 20 Mar 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| Social Networking \| Web 2.0

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

SIP contact centers: Key benefits and potential challenges sponsored by NACR 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 TOPICS: Automatic Call Distribution Systems \| Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Center Software \| Contact Centers \| IP \| IP PBX \| SIP \| Social Networking \| Videoconferences \| Voice Communications Software \| VoIP

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 TOPICS: Call Center Management \| Contact Center Management \| Contact Centers \| CRM \| Customer Loyalty \| Customer Satisfaction \| Customer Service

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: 24 Jan 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Center Workforce Management \| Contact Center Workforce Management Software \| Contact Centers \| CRM \| CRM Software \| Customer Service \| Workforce Management Software

Pros and cons of WFM in the call center 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: 05 Jan 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Center Software \| Contact Center Workforce Management \| Contact Center Workforce Management Software \| Contact Centers \| CRM \| CRM Services \| Workforce Management Software

Business Edition 6000 Business Data Sheet sponsored by Cisco Systems, Inc. VIDEOCAST: Cisco Unified Communications Manager Business Edition 6000 delivers the superior performance, system redundancy, and broad application integration you need. Ideally suited to businesses with 100 to 1000 employees, it's an ideal choice when migrating from analog, digital, or hybrid-PBX phone systems. Posted: 28 Oct 2011 \| Premiered: Oct 28, 2011 TOPICS: Communications Systems \| Contact Centers \| Network Infrastructure \| Network Management \| Networking \| Unified Messaging \| Unified Messaging Systems \| Videoconferences \| Videoconferencing Systems \| Voice Networking

Upgrading to Cisco Unified Communications Manager Business Edition 6000 sponsored by Cisco Systems, Inc. WHITE PAPER: Learn how the Cisco Unified Communications Manager Business Edition enables your employees to collaborate in the office or on the road from desk phones, PCs or Macs, mobile phones, business tablets, or any combination. Posted: 28 Oct 2011 \| Published: 28 Oct 2011 TOPICS: Communications Networks \| Communications Systems \| Contact Center Management \| Contact Center Services \| Contact Centers \| Network Infrastructure \| Network Management \| Networking \| Unified Messaging \| Unified Messaging Systems \| Videoconferences \| Videoconferencing Services \| Videoconferencing Software \| Videoconferencing Systems

How a New Breed of Small Businesses Is Using Communications to Thrive in the New Economy sponsored by Avaya WHITE PAPER: Discover one unified communication solution that can help you find the time to accomplish everything you need to do: innovate, grow, gain competitive advantage, and make your customers happier. Posted: 13 Sep 2011 \| Published: 01 Sep 2011 TOPICS: Contact Centers \| Data Center Networking \| Data Centers \| Network Infrastructure \| Network Management \| Networking \| Unified Messaging \| Unified Messaging Systems

Business Edition 6000 Business Data Sheet sponsored by Cisco Systems, Inc. VIDEOCAST: Cisco Unified Communications Manager Business Edition 6000 delivers the superior performance, system redundancy, and broad application integration you need. Ideally suited to businesses with 100 to 1000 employees, it's an ideal choice when migrating from analog, digital, or hybrid-PBX phone systems. Posted: 08 Sep 2011 \| Premiered: Sep 7, 2011 TOPICS: Communications Systems \| Contact Centers \| Network Infrastructure \| Networking \| Unified Messaging \| Unified Messaging Systems \| Videoconferences \| Videoconferencing Systems \| Voice Networking

Upgrading to Cisco Unified Communications Manager Business Edition 6000 sponsored by Cisco Systems, Inc. WHITE PAPER: Learn how the Cisco Unified Communications Manager Business Edition enables your employees to collaborate in the office or on the road from desk phones, PCs or Macs, mobile phones, business tablets, or any combination.Now through Oct.29th 2011, US-based customers can buy one eligible Cisco Unified IP Phone and get another free. Posted: 07 Sep 2011 \| Published: 07 Sep 2011 TOPICS: Communications Networks \| Communications Systems \| Contact Center Management \| Contact Centers \| Network Infrastructure \| Network Management \| Networking \| Unified Messaging \| Unified Messaging Systems \| Videoconferences \| Videoconferencing Services \| Videoconferencing Software \| Videoconferencing Systems

Contact Center for Dummies sponsored by Avaya 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 TOPICS: Business Communications \| Collaboration \| Contact Center Management \| Contact Center Services \| Contact Center Software \| Contact Center Workforce Management \| Contact Center Workforce Management Software \| Contact Centers \| CRM Software

Speech Analytics - The Power of Simplicity sponsored by Calabrio, Inc. WHITE PAPER: This overview examines the power of Speech Analytics technology to extend resources and expand knowledge. Posted: 23 Jun 2011 \| Published: 23 Jun 2011 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| Content Analytics \| Customer Satisfaction \| Customer Service \| Data Mining \| Voice Communications Software

Making WFM Work: Best Practices and ROI Model sponsored by Calabrio, Inc. WHITE PAPER: There has been tremendous innovation in contact center 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: 22 Jun 2011 \| Published: 22 Jun 2011 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Center Workforce Management \| Contact Center Workforce Management Software \| Contact Centers \| Customer Satisfaction \| Customer Self-Service \| Customer Service

Building a Business Case for your Next-Generation QA Solution sponsored by Calabrio, Inc. WHITE PAPER: This white paper shows you how to build your business case and obtain approval for a new or upgraded contact center quality assurance and recording solution. Posted: 21 Jun 2011 \| Published: 21 Jun 2011 TOPICS: Application Integration \| Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Centers \| Customer Service \| Customer Service Best Practices

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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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