Customer Services Outsourcing

WHITE PAPER: Poor customer service is a costly business practice. The time to differentiate your customer service strategy is now – and the cloud can help. View now to learn about cloud contact centers and how they can benefit your business.

Posted: 04 Apr 2013 | Published: 04 Apr 2013

WHITE PAPER: This white paper discusses optimization of the collections process, including risk management, list management, metrics, and more.

Posted: 19 Dec 2012 | Published: 19 Dec 2012

WHITE PAPER: One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions.

Posted: 10 Oct 2012 | Published: 10 Oct 2012

CASE STUDY: Read this brief case study to learn how NJ-2-1-1 implemented a cloud-based virtual contact center that successfully handled over 90,000 calls when 2012's Hurricane Sandy hit. Read on to discover the benefits they are enjoying from this system.

Posted: 26 Apr 2013 | Published: 26 Apr 2013

WHITE PAPER: View this white paper to gain a better understanding on the benefits of a cloud-based solution. It provides an overview that will help lead you on the path to make an informed decision about what is best for your business, by identifying the key difference between premise-based and cloud-based systems.

Posted: 25 Jan 2013 | Published: 25 Jan 2013

WHITE PAPER: This white paper reveals the technologies that support workforce productivity and offers tips for choosing the right supplier.

Posted: 19 Dec 2012 | Published: 19 Dec 2012

VIDEO: Access this video to discover how you can deliver the right answer at the right time to customers no matter the channel. From self-service website queries to social media and your contact center, providing consistent and relevant answers faster increases customer loyalty and reduces costs.

Posted: 02 Jan 2013 | Premiered: 31 Oct 2012

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

WHITE PAPER: Efficient call centers that also meet customer expectations is a challenge that many organizations face. Discover the key steps to turning your call center into a strategic asset.

Posted: 01 Feb 2008 | Published: 01 Feb 2008

WHITE PAPER: Customer loyalty is a critical way to retain more of your customers and grow your business faster. Explore these nine principles to foster a culture of greater loyalty and engagement and you will see immediate profits.

Posted: 10 Jan 2008 | Published: 01 Dec 2007