Best Practices for Transforming to a Multi-Channel Contact Center
sponsored by inContact
WHITE PAPER:
Read this white paper to get a framework, plan and recommended best practices for transforming your siloed contact centers into a multi-channel servicing environment.
Posted: 20 Jan 2012 | Published: 20 Jan 2012
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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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The power of Call Centers and Customer Loyalty
sponsored by Infor CRM
EGUIDE:
Read this e-guide from our award-winning editorial team to learn strategies for how to utilize innovative technologies to improve your customer experiences, retain customers and gain loyalty.
Posted: 06 Feb 2012 | Published: 06 Feb 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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Case Study: la Caixa - Bank takes customer and employee support to the next level
sponsored by Hewlett-Packard Limited
CASE STUDY:
With HP's contact centre and customer services, la Caixa was able to expand and continue to provide excellent service to their customers. Read this case study now to learn more about HP's call centre and contact centre offerings.
Posted: 05 Jan 2012 | Published: 05 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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Oracle Business Intelligence Applications Overview
sponsored by Oracle Corporation
WHITE PAPER:
This paper explains how Oracle Business Intelligence (BI) Applications are complete, prebuilt BI solutions that deliver intuitive, role-based intelligence for everyone in an organization - from front line employees to senior management - that enable better decisions, actions, and business processes.
Posted: 22 Jan 2011 | Published: 22 Jan 2011
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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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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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Adapt your contact center for increased customer satisfaction
sponsored by inContact
VIDEO:
This video explains how you can combine interactive voice response (IVR) and ACD systems into one that tracks calls, call waits and offers "self-service" options for callers with a long wait. Watch this now to see a detailed overview of this all-in-one system that will save your organization money.
Posted: 20 Jan 2012 | Premiered: 20 Jan 2012
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