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Customer Call Center ManagementReports
 
Taking on Challenges with Award Winning Workload Management
sponsored by Genesys
ANALYST REPORT: Based on Frost & Sullivan's recent analysis of the workload management market, Genesys won the 2013 Global Frost and Sullivan award for Technology Innovation in Workload Management.
Posted: 01 Jul 2014 | Published: 31 Dec 2013

Genesys

Leverage Cloud-Based Contact Center Technologies to Deliver Great Customer Experiences
sponsored by Genesys
WHITE PAPER: In this white paper, explore the results of a survey from Forrester Research, Inc. to see how companies are dealing with contact center challenges and new technologies.
Posted: 14 Mar 2014 | Published: 31 Mar 2013

Genesys

Buying Workforce Optimization Capabilities from your Contact Center Vendor
sponsored by Genesys
WHITE PAPER: A Gartner report affirms the tangible changes in the contact center environment and stresses the inevitable overlap between the previously independent contact center infrastructure (CCI) market and the contact center workforce optimization (WFO) market.
Posted: 30 Oct 2014 | Published: 30 Oct 2014

Genesys

Multi-Channel Contact Center Metrics for Analyzing Customer Satisfaction
sponsored by Five9
EGUIDE: This exclusive e-guide discusses the contact center metrics necessary to measure customer experience across multiple channels, including: chat, communities, email, social media, text messaging, and more.  Also, get an in-depth look at social media channels and how to avoid the top five pitfalls of social media in the contact center.
Posted: 14 Mar 2014 | Published: 14 Mar 2014

Five9

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

What Happens When They are Gone?
sponsored by VoltDelta
WHITE PAPER: Access this helpful resource to learn what to ask when searching for a cloud-based contact center tools -- especially interactive voice response (IVR) technology. Discover the hidden "red flags" that signal you to dig a little deeper before selecting a final vendor for your cloud contact center initiatives.
Posted: 24 Oct 2013 | Published: 24 Oct 2013

VoltDelta

The Customer Service Balancing Act
sponsored by Jive Software
WHITE PAPER: New social business solutions eliminate the traditional service trade-offs, providing an optimal combination of assisted peer-to-peer support communities, call deflection, selective escalation and productivity-enhancing collaboration. The result? Reduced call volume and faster resolution times, happier customers and lower costs.
Posted: 18 Feb 2014 | Published: 18 Feb 2014

Jive Software

Deploying a Contact Center in the Cloud - A Guide to Best Practices
sponsored by Genesys
WHITE PAPER: To effectively engage with customers across a newly-broadened spectrum of channels, savvy organizations are looking to cloud-based contact centers. In this white paper, discover 10 best practices for deploying and managing cloud-based contact centers that will help you keep costs down, customers happy, and processes efficient.
Posted: 03 Jun 2014 | Published: 31 Jul 2012

Genesys

Managing and Optimizing the Call Center
sponsored by Aspect
EGUIDE: In this e-guide from the experts at SearchCRM.com, learn how your organization can optimize its call center and drive customer service success with the use of workforce management (WFM) software, real-time speech analytics software, guidance applications, predictive analytics, and other tools.
Posted: 24 Sep 2013 | Published: 24 Sep 2013

Aspect

Why a Call Centric CRM?
sponsored by CallPro CRM
WHITE PAPER: Is your current customer relationship management (CRM) software negatively impacting your selling potential? Many of the CRM software options today have lost focus on their primary users – sales professionals – and are actually decreasing sales activity. Read on to learn how a call-centric CRM strategy can alleviate this challenge.  
Posted: 23 Aug 2012 | Published: 01 Aug 2012

CallPro CRM
 
 
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