Call Center Management Reports

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

EZINE: This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies.

Posted: 31 Jan 2012 | Published: 31 Jan 2012

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: 24 Jan 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: This comprehensive white paper highlights six solutions to the issues support executives face on a daily basis.

Posted: 06 Oct 2011 | Published: 06 Oct 2011

WHITE PAPER: This quick guide will identify some of the most popular metrics that you should be measuring, look at ways in which you can measure them, and how to utilize these measures to improve your service delivery.

Posted: 19 Jul 2011 | Published: 19 Jul 2011

WHITE PAPER: This overview examines the power of Speech Analytics technology to extend resources and expand knowledge.

Posted: 23 Jun 2011 | Published: 23 Jun 2011

WHITE PAPER: There has been tremendous innovation in contact center 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: 22 Jun 2011 | Published: 22 Jun 2011

WHITE PAPER: This white paper shows you how to build your business case and obtain approval for a new or upgraded contact center quality assurance and recording solution.

Posted: 21 Jun 2011 | Published: 21 Jun 2011

WHITE PAPER: What is "Speech Analytics," exactly, and why is it important? Find out how the latest wave of Speech Analytics offerings are used in call center communication today and what the benefits are.

Posted: 20 Jun 2011 | Published: 20 Jun 2011

EGUIDE: This SearchCRM.com expert E-Guide explores effective strategies for helping improve the customer experience through knowledge management tools and various social CRM channels. Read this E-Guide to learn how to integrate and strategize these tools for an improved customer experience.

Posted: 14 Jun 2011 | Published: 14 Jun 2011

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

EBOOK: Welcome to SearchCRM.com’s Buyer’s Guide. This directory was designed to be a valuable resource for those getting started with research or evaluating vendors in the CRM market.

Posted: 02 Jun 2011 | Published: 02 Jun 2011

WHITE PAPER: Today, the majority of North American contact centers today are supported by premise-based contact center and telephony systems. But there's another money-saving option for contact centers: third-party owned and operated hosted services. Before you decide which model to use, there's another factor you should consider: Total cost of ownership (TCO).

Posted: 06 May 2011 | Published: 06 May 2011

EBOOK: Do you feel pressured to provide great service while keeping costs down in your contact center? Self-service technology enables customers to resolve their own service questions without depleting agent resources. But deploying self-service technology raises many questions. Learn best practices and tap into expert advice with this eBook.

Posted: 04 May 2011 | Published: 04 May 2011

EGUIDE: This e-guide from SearchDataCenter.com explains why it is essential analyze the performance of your service desk to ensure optimal results. Gain expert insight into how to improve IT help desk services with vendor support. And find out how to help staff be more productive by providing them with extra support.

Posted: 20 Apr 2011 | Published: 20 Apr 2011

CASE STUDY: This paper describes the benefits Extra Space Storage experienced by combining inContact’s on-demand platform and integrated with customer CRM software from salesforce.com. Read on to learn more about these benefits and learn how your company can experience the same results.

Posted: 11 Oct 2010 | Published: 11 Oct 2010

WHITE PAPER: Call centres have been constantly evolving since the last third of the twentieth century. This evolution will continue as innovative information technology and shifting forces of competition drive call centre transformation. Customer interaction has become an important source of differentiation for organisations. Learn more in this white paper.

Posted: 20 Sep 2010 | Published: 01 Dec 2007

WHITE PAPER: While moving to an IP phone system will bring great advantages, the more options, features, functions and capabilities that are available, the more decisions the buyer has to make. That makes it crucial to thoroughly understand your needs before you buy. In this guide are seven steps to help in that process.

Posted: 16 Aug 2010 | Published: 16 Aug 2010

WEBCAST: Integrate multiple communication networks into a single, unified system to enable more effective communication and collaboration with staff, partners, and customers.

Posted: 27 Jul 2010 | Premiered: Jul 27, 2010

EBOOK: In this e-book learn about emerging contact center technology trends and newer options like self-service technology, analytics and Web 2.0. Find out about 10 must-have technologies for the contemporary contact center. Learn how to select the best technology to meet your needs, and read expert advice for setting up contact center technology.

Posted: 12 May 2010 | Published: 12 May 2010

PRESENTATION TRANSCRIPT: In this presentation transcript, John Brasch, CEO of RunE2E, discusses the evolution of the CRM application market options that are available today and details their solution run CRM system built on the SAP enterprise application suite.

Posted: 16 Mar 2009 | Published: 16 Mar 2009

WHITE PAPER: Banks, utilities, retailers, and the like are taking advantage of incoming calls and Web visits to make offers to existing customers. In this paper learn how with real-time offer management applications, can help leverage customer information.

Posted: 16 Sep 2008 | Published: 16 Sep 2008

DATA SHEET: Call recording and review are the most effective and efficient ways to ensure your customers receive high quality treatment and accurate information. ECHO™ provides the vehicle for this.

Posted: 11 Jul 2008 | Published: 01 Jul 2008

WHITE PAPER: In this paper, Tim Montgomery, a highly regarded industry consultant, speaker and author explores new ideas on ways every call center can keep up with new customer demands.

Posted: 20 May 2008 | Published: 19 May 2008