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.
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.
New technology is shifting contact centers in a different direction – one that appeals more to current customer expectations. In this expert guide, discover new opportunities available for contact centers. Explore why infrastructure has become a major concern, new multichannel technology, and how one call center made social media work.
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.
IT departments are constantly seeking ways to move applications, data and services to the cloud. Yet, UC has remained in-house and on premises longer. But, over the years, managed UC services have come a long way to create a solid set of benefits that may convince business leaders to reconsider. In our expert guide, dive into 4 of those benefits.