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.
Unified Communications and the contact center were once perceived as different, but these two business functions and technologies are linked. Today's IT and contact center architects can leverage UC applications capabilities and integrate Session Initiation Protocol (SIP) and SIP trunking to create more proactive and reactive customer service.
In this expert e-guide you'll find some helpful hints as to how you can identify the proper metrics needed to produce meaningful contact center KPI's. In addition, read 7 dos and don'ts of call center management to help you nourish your agent's best CRM practices.
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.
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.
Discover how to set an effective strategy for Office 365 migration in this e-guide. By reading on, learn about the advantages of its advanced content management and collaboration, as well as iron out potential app migration headaches when moving from Exchange and non-Exchange platforms.
Want to know how to make enterprise content relevant, useful and interesting for the millennial workforce? This expert guide features a digital content expert, who offers 6 tips for targeting millennials with digital content management.
These top case studies highlight three UK insurance providers and their networking challenges with enhancing customer experience and increasing customer loyalty through better communication and end-user engagement, and how they found a solution that streamlined contact management and more.