Call Center Management Reports

EGUIDE: This guide consists of articles that shed light on the new technologies shaping CEM today and offers advice on strategies and best practices organizations can use to optimize customer relations, increase profit and keep up with their consumers.

Posted: 18 Oct 2013 | Published: 18 Oct 2013

EGUIDE: In this e-guide from the experts at SearchCRM.com, learn how your organization can optimize its call center and drive customer service success with the use of workforce management (WFM) software, real-time speech analytics software, guidance applications, predictive analytics, and other tools.

Posted: 24 Sep 2013 | Published: 24 Sep 2013

EGUIDE: There's no ignoring it - the role of the contact center is drastically changing, and your agents need the tools to keep up with increasing customer demands. In this expert e-guide, explore how you can modernize the tools in your contact center to empower agents to meet the constantly shifting demands of customers.

Posted: 28 Aug 2013 | Published: 28 Aug 2013

EGUIDE: Check out this expert e-guide with advice from Forrester analyst Art Schoeller, as he explores how to harness social media channels in your call center via an "outside-in" strategy. Read now to learn how to reach all customer touchpoints and achieve 100% visibility into your end-to-end customer interactions.

Posted: 26 Aug 2013 | Published: 26 Aug 2013

EGUIDE: This E-Guide takes a look at the latest advanced contact center technologies that can help agents better anticipate customer needs and accelerate the resolution of customer cases.

Posted: 19 Jul 2013 | Published: 19 Jul 2013

EGUIDE: View this exclusive e-guide to learn more from Fluss and other CRM experts as they explore the right and wrong way to leverage mobility to reach busy customers, as well as how to implement new contact center metrics to measure the effectiveness of new channels -- including email, chat, and social media.

Posted: 14 Mar 2014 | Published: 14 Mar 2014

EGUIDE: This exclusive e-guide discusses the contact center metrics necessary to measure customer experience across multiple channels, including: chat, communities, email, social media, text messaging, and more.  Also, get an in-depth look at social media channels and how to avoid the top five pitfalls of social media in the contact center.

Posted: 14 Mar 2014 | Published: 14 Mar 2014

EGUIDE: This expert e-guide provides best practices for connecting the contact center and IT departments for stronger collaboration and overall CEM success.  Learn more about the strategic role the contact center can play in overall CEM initiatives by reading now.

Posted: 13 Mar 2014 | Published: 13 Mar 2014

EGUIDE: In this expert e-guide, explore the emergence of mobile contact center apps for creating a better customer experience.   You'll also discover best practices for cutting through copious contact center data with key performance indicators (KPI).

Posted: 13 Mar 2014 | Published: 13 Mar 2014

WHITE PAPER: Today's customers have more control of the conversation than ever before -- and your contact center must be equipped to deliver seamless interactions across a variety of channels, lest your customers take their business somewhere else. To do this, you need a comprehensive platform that enables anywhere, anytime service.

Posted: 04 Mar 2014 | Published: 31 Mar 2013

WHITE PAPER: Delivering exceptional customer service today means having a flexible and reliable contact center, as well as all the tools your agents need to be successful. Many companies are looking to cloud contact center platforms to meet these requirements, but what should you look for in a cloud solution?

Posted: 04 Mar 2014 | Published: 31 Jan 2014

WHITE PAPER: In this white paper, explore two alternatives to traditional infrastructures: cloud deployments and managed services. Discover how managed services allow you to keep your contact center infrastructure on-premise without the burden of managing it, and how cloud deployments offer a scalable host solution with unparalleled flexibility.

Posted: 28 Feb 2014 | Published: 31 Oct 2013

WHITE PAPER: New social business solutions eliminate the traditional service trade-offs, providing an optimal combination of assisted peer-to-peer support communities, call deflection, selective escalation and productivity-enhancing collaboration. The result? Reduced call volume and faster resolution times, happier customers and lower costs.

Posted: 18 Feb 2014 | Published: 18 Feb 2014

EGUIDE: This expert e-guide homes in on customer experience analytics and the tools and strategies that lead to success. Also inside, separate contact center analytics fact from fiction.

Posted: 11 Nov 2013 | Published: 11 Nov 2013

WHITE PAPER: Access this helpful resource to learn what to ask when searching for a cloud-based contact center tools -- especially interactive voice response (IVR) technology. Discover the hidden "red flags" that signal you to dig a little deeper before selecting a final vendor for your cloud contact center initiatives.

Posted: 24 Oct 2013 | Published: 24 Oct 2013

EBOOK: In this e-book, find out how to make a major shift in your sales approach for the better in order to both increase individual sales rep effectiveness and improve collaborative team selling.

Posted: 30 Sep 2013 | Published: 30 Sep 2013

ANALYST REPORT: Access this report from Aberdeen Group to examine some of the top business drivers for cloud-based contact centers. You'll also explore the benefits that the cloud offers contact centers, and how it improves customer experience over traditional call center deployments.

Posted: 30 Sep 2013 | Published: 31 Jan 2013

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

CASE STUDY: This case study reveals how Esri, a leading provider of GIS mapping software, redesigned the overall customer service experience in order to better support changing customer demands and improve interactions across all channels.

Posted: 16 Sep 2013 | Published: 28 Feb 2013

CASE STUDY: Consult this case study today to learn how UPMC Health Plan developed an innovative customer service strategy that provided consistent, personal customer experiences, enabled constant service improvements, and more.

Posted: 16 Sep 2013 | Published: 16 Sep 2013

CASE STUDY: This case study reveals how Canadian insurer ICBC built a flexible, cutting-edge contact center as a key part of its customer-centric strategy, enabling the company to improve routing flexibility, increase customer satisfaction, and more.

Posted: 13 Sep 2013 | Published: 31 Dec 2012

WHITE PAPER: Is your legacy call center infrastructure limiting your organization's ability to increase efficiencies, reduce costs, and raise productivity? What's the true cost of a legacy call center? Answer these questions now by consulting this exclusive infographic.

Posted: 04 Sep 2013 | Published: 04 Sep 2013

EGUIDE: Shoppers are looking for more personalized, responsive, relevant experiences, and in order to provide that, your business needs an effective customer experience management (CEM) strategy. Learn how when you access this expert three-part e-guide and discover six top concepts that make up a successful CEM strategy.

Posted: 28 Aug 2013 | Published: 28 Aug 2013

EGUIDE: In this expert e-guide, discover why the contact center should play a more pivotal role in customer experience management, and learn how to merge siloed processes to create a more cohesive customer experience.

Posted: 26 Aug 2013 | Published: 26 Aug 2013

EBOOK: With call center software, best business practices can be difficult to navigate. But the payoff is worth investigating. In this handbook, readers find detailed explanations of the latest call center technologies as well as insight on call center management—including schedule and workforce management.

Posted: 07 Aug 2013 | Published: 07 Aug 2013