Call Centre Management

WHITE PAPER: For startups to really thrive and grow, there needs to be a culture of real-time collaboration in place from Day 1. Whether you're just getting started or you’re a well-established, high-growth startup on the rise, this checklist can help determine just how comprehensive and effective your employee communications and collaboration plan is.

Posted: 15 Dec 2020 | Published: 30 Sep 2020

WHITE PAPER: Most customer service agents are now working from home and it’s likely to stay that way. Cloud-based contact center management platforms point the way forward in this new normal and have the potential to improve the customer experience. Download this whitepaper to learn more about why you should change over to a cloud-based contact center platform.

Posted: 18 Dec 2020 | Published: 18 Dec 2020

EGUIDE: Access this helpful e-guide to disscover what a Forrester Research analyst recommends when acquiring new contact center technologies- find out how to address software integration needs, social media challenges, and the growing need for accurate analytics.

Posted: 24 Dec 2012 | Published: 24 Dec 2012

EGUIDE: This expert e-guide reveals the actions you can take to manage social media contact more efficiently. Inside, Donna Fluss, founder of DMG Consulting, explains the benefits and limitations of workforce management systems for social media. Bonus: Discover the 10 steps to create a successful call center social media strategy.

Posted: 03 Feb 2016 | Published: 29 Jan 2016

EGUIDE: Providing a top class customer experience is the key to customer retention, yet, according to a Forrester survey, only 10% of companies plan to invest in multichannel support. This e-guide explains why a strong multichannel presence is a necessity and walks you through the steps to developing your own strategy.

Posted: 22 Dec 2016 | Published: 20 Dec 2016

WHITE PAPER: To effectively engage with customers across a newly-broadened spectrum of channels, savvy organizations are looking to cloud-based contact centers. In this white paper, discover 10 best practices for deploying and managing cloud-based contact centers that will help you keep costs down, customers happy, and processes efficient.

Posted: 03 Jun 2014 | Published: 31 Jul 2012

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 SearchCRM.com expert e-guide, get an inside look at common practices for measuring contact center and organizational performance, and learn how you can transform metrics into a world-class customer experience.

Posted: 24 Mar 2014 | Published: 24 Mar 2014

EBOOK: Automation technology can help contact centers tie multichannel communications together and improve customer service. Access this e-book to learn from CRM expert Scott Sachs how to properly set up and execute your multichannel customer service strategy.

Posted: 20 Mar 2015 | Published: 20 Mar 2015

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