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Contact Center Metrics for Customer Experience Success
sponsored by Desk.com (A Salesforce Company)
EGUIDE: In this SearchCRM.com expert e-guide, get an inside look at common practices for measuring contact center and organizational performance, and learn how you can transform metrics into a world-class customer experience.
Posted: 24 Mar 2014 | Published: 24 Mar 2014

Desk.com (A Salesforce Company)

Case study: How CVS/Pharmacy found customer service success
sponsored by Aspect
CASE STUDY: This case study reveals how a unified contact center platform enabled CVS/Pharmacy – the nation's largest retail pharmacy chain – to successfully meet its multichannel customer service objectives.
Posted: 17 Feb 2014 | Published: 31 Jul 2013

Aspect

Comparing the total Cost of ownership of TDM and SIP Contact Centers
sponsored by Genesys
WHITE PAPER: This resource compares the total cost of ownership of traditional Time Division Multiplex (TDM) and Session Initiation Protocol (SIP) contact centers. Read on to learn how the right contact center infrastructure can lead the way for success.
Posted: 16 Sep 2013 | Published: 30 Nov 2012

Genesys

Three Tips for Measuring Voice in the Sea of Big Data
sponsored by Calabrio, Inc.
WHITE PAPER: This resource explores why the contact center has remained a highly untapped source of customer insight, explains how recent advances are giving organizations the power to analyze voice interactions, and counts down three essential success factors that you should consider.
Posted: 03 Apr 2014 | Published: 03 Apr 2014

Calabrio, Inc.

Avaya Aura Contact Center Database Integration Wizard: Part One, Sending Data
sponsored by Global Knowledge
WHITE PAPER: In Part One: Sending Data, of this two-part series on the Avaya Aura Contact Center Database Integration Wizard (DIW), you will see how to integrate the Avaya Aura Contact Center with a backend database management system in order to to capture call information and store it in a database for reporting purposes.
Posted: 25 Jul 2013 | Published: 21 Jun 2013

Global Knowledge

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

Cisco Systems, Inc.

Best Practices for a contact center technology overhaul
sponsored by Contactual (Now 8x8, Inc.)
EBOOK: Tap into the expert advice in this eBook to choose technology that will help you leverage multiple contact channels, effectively monitor agent interaction and deliver an excellent customer experience.
Posted: 13 Jun 2011 | Published: 10 Jun 2011

Contactual (Now 8x8, Inc.)

The New CRM Metrics: Putting Them to Work
sponsored by SearchCRM
WHITE PAPER: There is added pressure for contact center agents, with customers armed to the teeth with devices to connect with businesses- from tweets to texts to telephone calls. But with proper metrics to gauge their performance and lead to instructive training, some of that pressure can be alleviated.
Posted: 25 Jan 2013 | Published: 25 Jan 2013

SearchCRM

Visa Desjardins Provides a Differentiated Customer Experience
sponsored by Genesys
WEBCAST: Access this video case study today to learn how Visa Desjardins – the largest financial cooperative group in Canada – optimized customer service delivery by investing in a new blended call center environment.
Posted: 16 Sep 2013 | Premiered: Feb 27, 2013

Genesys

Contact Centers for Dummies
sponsored by Avaya Inc.
BOOK: This guide provides a high-level approach to the different methodologies with lots of information not only on running contact centers, but also on implementing technology in contact centers in a profitable way.
Posted: 21 Nov 2008 | Published: 21 Nov 2008

Avaya Inc.
 
 
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