Contact Center Services Reports

EGUIDE: Consult this expert e-guide to uncover how you can provide customer support across multiple communication channels. Assisting customers efficiently is imperative to the reputation of your business. This e-guide covers best practices for managing multiple channels, so you can prepare for communication from every angle.

Posted: 13 Feb 2013 | Published: 13 Feb 2013

EZINE: In this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%.

Posted: 20 Mar 2012 | Published: 20 Mar 2012

EGUIDE: Learn how Session Initiation Protocol (SIP), unified communications (UC) and contact centers fit hand in hand in this e-guide from SearchUnifiedCommunications.com.

Posted: 24 Feb 2012 | Published: 24 Feb 2012

WHITE PAPER: If your customers cannot move smoothly across all channels, their experiences will suffer. Access this guide to learn how you can close the omni-channel customer experience gap and bring online visibility to your contact center.

Posted: 20 Mar 2014 | Published: 31 Aug 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: This exclusive resource discusses the critical role that contact centers play in driving customer satisfaction and how your organization can ensure that your contact centers provide customers with the experience that they desire.

Posted: 11 Nov 2013 | Published: 11 Nov 2013

WHITE PAPER: This exclusive paper examines how your organization can position itself to meet changing buyer needs by establishing best-in-class contact center programs. Read on and also discover 14 best practices that can ensure successful customer interactions.

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

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 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

WHITE PAPER: There is added pressure for modern contact center agents, with customers armed to the teeth with devices to connect with businesses—from tweets to texts to phone calls. But with proper metrics to gauge performance and lead to instructive training, some of that pressure can be alleviated.

Posted: 25 Jan 2013 | Published: 25 Jan 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: Discover how you can take advantage of the mobile revolution to deliver an improved and expanded service experience for your mobile device wielding users.

Posted: 15 Aug 2012 | Published: 15 Aug 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: Read this white paper to learn what should be addressed when moving your contact center to the cloud including important security risks.

Posted: 31 Oct 2011 | Published: 28 Oct 2011

WHITE PAPER: Learn how the Cisco Unified Communications Manager Business Edition enables your employees to collaborate in the office or on the road from desk phones, PCs or Macs, mobile phones, business tablets, or any combination.

Posted: 28 Oct 2011 | Published: 28 Oct 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

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

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: Efficient call centers that also meet customer expectations is a challenge that many organizations face. Discover the key steps to turning your call center into a strategic asset.

Posted: 01 Feb 2008 | Published: 01 Feb 2008