Call Centers 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: 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: Small business owners all want to grow their business, and they create products, buils awareness, and target market in order to do that. But are you overlooking the role that technology can play in growing your small business?

Posted: 07 Mar 2014 | Published: 07 Mar 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

VIDEO: In this brief video, learn how to stay ahead of IT trends with IBM Software Subscription and Support. You'll discover how you can drive efficiency, increase productivity, and streamline workflows with access to downloads and enhancements throughout the software lifecycle.

Posted: 30 Jul 2013 | Premiered: 30 Jul 2013

WHITE PAPER: Customers want to use social media, video, instant messaging and more to contact you - and they want to do it quickly. In this resource, check out seven key trends that are driving effectiveness in the contact center.

Posted: 31 May 2013 | Published: 30 Apr 2013

EGUIDE: Overhauling legacy contact center technology is often costly and time-consuming, but it doesn't have to be. This expert e-guide offers advice on deciding when it's time to upgrade your contact center, making the business case for an overhaul, and important change management considerations.

Posted: 10 May 2013 | Published: 10 May 2013

EGUIDE: For service organizations looking to cut costs, the contact center is the go-to department, seeing as it often has high staffing counts within the company. Check out this expert e-guide to learn how you can effectively identify opportunities and decrease spending in your contact center, without sacrificing customer experience.

Posted: 10 May 2013 | Published: 10 May 2013

WHITE PAPER: Failing to adopt a customer service strategy for mobile devices could put your business at a serious disadvantage. Gartner research suggests that 80% of companies will suffer revenue loss from the lack of customer support on mobile devices by 2013. Read this paper to learn how to utilize the opportunities mobility offers customer service.

Posted: 29 Oct 2012 | Published: 29 Oct 2012

PRESENTATION TRANSCRIPT: This presentation transcript explores how cloud-based telephony can help increase call efficiency, improve manageability, and ensure that a sales opportunity is never missed.

Posted: 29 Oct 2012 | Published: 29 Oct 2012

WHITE PAPER: This paper explores and explains why the contact center is a key strategic focal point for customer engagement via social channels.

Posted: 21 Sep 2012 | Published: 01 Mar 2012