Top 5 Ways to Make IVR Work For You and Your Customers
sponsored by inContact
WHITE PAPER:
This white paper describes five tips and challenges for using Interactive Voice Response (IVR) systems.
Posted: 20 Jan 2012 | Published: 20 Jan 2012
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North American Contact Center Industry 2011: A Mid-Year Update and Forecast
sponsored by Calabrio, Inc.
WHITE PAPER:
This informative market update from The National Association of Call Centers (NACC) provides a comprehensive look at the industry.
Posted: 31 Jan 2012 | Published: 31 Jan 2012
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Avaya Aura Contact Center Scripting Demystified
sponsored by Global Knowledge
WHITE PAPER:
Why is scripting so daunting to many IT pros? It's not an impossible skill to master - most people can master a simple system if they have the opportunity to practice. This white paper introduces an identifiable pattern that virtually all Contact Centers follow and associates key elements of that pattern with the corresponding scripting code.
Posted: 18 May 2011 | Published: 18 May 2011
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Cloud Computing for the Call Center: The Next Revolution
sponsored by inContact
EBOOK:
The right cloud computing solution makes it possible for call centers to eliminate barriers created by obsolete premise-based solutions, achieve customer service excellence and continue business success. Find out how inContact is helping hundreds of call centers greatly reduce costs while simultaneously increasing customer satisfaction levels.
Posted: 04 May 2010 | Published: 04 May 2010
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CRM without Compromise: A Strategy for Profitable Growth
sponsored by SAP America, Inc.
WHITE PAPER:
Consider how SAP can help you improve customer relationship management. Build a synergistic ecosystem with employees, customers, and partners to deliver customer value – where customer demand drives the supply chain and customer insight inspires innovation. Quickly respond to sustain competitive advantage and profitability.
Posted: 07 Nov 2007 | Published: 07 Nov 2007
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Increase Call Center Service and Efficiency: Insight into one company’s approach
sponsored by NACR
CASE STUDY:
Having a functional communications system is imperative to deliver outstanding customer service and achieve great operational efficiencies.
Posted: 10 Feb 2012 | Published: 10 Feb 2012
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Call Center Workforce Management Software Best Practices
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: 09 Jan 2012
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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: 31 Jan 2012
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Words for the Ys: How to Leverage a Generation’s Strengths and Improve its Staying Power in the Contact Center
sponsored by Calabrio, Inc.
WHITE PAPER:
This white paper provides insight on how to retain Generation Y contact center employees so your business can flourish and stay within budget.
Posted: 31 Jan 2012 | Published: 31 Jan 2012
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Transforming the Customer Experience: How Four Contact Centers Did It Successfully
sponsored by inContact
WHITE PAPER:
If your organization isn't on the cloud yet when it comes to customer service, then you may be severely disadvantaged. Competition for customer service is increasing and your company needs all the latest tools to stay ahead of the game. Read this white paper to learn how four contact centers adopted agile cloud-based computing technologies.
Posted: 16 Sep 2011 | Published: 16 Sep 2011
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