Customer Contact Management

WHITE PAPER: Read this contact center KPI and benchmarking report to learn the role of key performance indicators and how to appropriately define success across common metrics—so you can set and achieve the goals that matter most to your organization.

Posted: 27 Aug 2019 | Published: 27 Aug 2019

PRODUCT OVERVIEW: NWN Contact Center helps deliver superior customer experiences and increased profitability levels for their customers by providing a complete digital solution, including a comprehensive analytics engine. Read this solution brief to learn how NWN helps its customers work around many common customer experience-based pain points.

Posted: 07 Oct 2019 | Published: 07 Oct 2019

EGUIDE: Explore the considerations of cataloging your organization's business requirements for call center technology purchasing decisions, and why automation is critical for customer interactions.

Posted: 14 May 2018 | Published: 14 May 2018

WHITE PAPER: The Total Data Quality Integration Toolkit is an affordable, full-featured enterprise data integration platform and rich development environment for creating and managing data assets that can be leveraged specifically for MDM applications. TDQ-IT leverages SSIS to provide a flexible, effective solution for data quality and MDM initiatives.

Posted: 20 Apr 2010 | Published: 20 Apr 2010

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

EBOOK: When it comes to ECM systems, the challenge for content management executives is to balance security with accessibility. To help with this task, here is a handbook of best practices – exploring topics on CMS security, IAM strategies, Office 365 and more.

Posted: 06 Jun 2018 | Published: 06 Jun 2018

EGUIDE: 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.

Posted: 06 Oct 2016 | Published: 06 Oct 2016

EBOOK: 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.

Posted: 14 Dec 2010 | Published: 14 Dec 2010

WHITE PAPER: This resource highlights the consequences rapid content growth is having on SharePoint storage and performance and highlights two strategies organizations can implement to overcome these challenges, including remote BLOB storage (RBS). Read on to gain practical methods that will help you dramatically reduce your SharePoint costs.

Posted: 28 Jun 2013 | Published: 28 Jun 2013

WHITE PAPER: Melissa Data’s WebSmart Services can handle your data quality needs. Ensure that your contact data, including addresses, names, phone numbers, and emails are valid, and use existing data to append additional information to enhance initiatives. The WebSmart services can be integrated into the business chain to ensure the integrity of your database.

Posted: 20 Apr 2010 | Published: 20 Apr 2010