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Customer Call Center Management

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Orbitz For Business Delivers 300-500% ROI With Outsourced Lead Generation
sponsored by Invenio Marketing
CASE STUDY: This case study discusses the advantages of outsourcing lead generation and appointment setting, and the profitable results Orbitz saw from these services.
Posted: 31 Jul 2014 | Published: 31 Jul 2014

Invenio Marketing

Five Ways to Differentiate Your Customer Service Offering Using the Cloud
sponsored by Genesys
WHITE PAPER: Implementing new technologies to enable multi-channel customer service isn't always easy, especially for mid-size organizations that are trying to balance costs with customer personalization. Access this white paper to learn why a cloud-based contact center could be the answer for better service at a lower cost.
Posted: 17 Mar 2014 | Published: 31 Mar 2012

Genesys

Apply the power of CRM to build customer loyalty
sponsored by Infor CRM
EGUIDE: This tip guide comes straight from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Read on to learn how to utilize today's technologies for enhancing customer relationship management (CRM) strategies.
Posted: 08 Feb 2012 | Published: 07 Feb 2012

Infor CRM

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

SearchCRM

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

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

Enkata Technologies

How Mobile Devices are Driving Innovations in Contact Centers
sponsored by Avaya
WHITE PAPER: Failing to adopt a customer service strategy for mobile devices could put your business at a serious disadvantage. Gartner research suggests that 80% of companies will suffer revenue loss from the lack of customer support on mobile devices by 2013. Read this paper to learn how to utilize the opportunities mobility offers customer service.
Posted: 29 Oct 2012 | Published: 29 Oct 2012

Avaya

UPMC Health Plan Optimizes Customer Conversations to Ensure Service Excellence
sponsored by Genesys
CASE STUDY: Consult this case study today to learn how UPMC Health Plan developed an innovative customer service strategy that provided consistent, personal customer experiences, enabled constant service improvements, and more.
Posted: 16 Sep 2013 | Published: 16 Sep 2013

Genesys

ICBC Builds Cutting-edge Contact Center as Part of their Customer-Centric Strategy
sponsored by Genesys
CASE STUDY: This case study reveals how Canadian insurer ICBC built a flexible, cutting-edge contact center as a key part of its customer-centric strategy, enabling the company to improve routing flexibility, increase customer satisfaction, and more.
Posted: 13 Sep 2013 | Published: 31 Dec 2012

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
 
 
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