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  • Multichannel Contact Centers: Metrics and Realities

    This expert e-guide discusses the new multichannel realities of the contact center and explores how technologies have started to reflect these changes, as well as tips for benchmarking these new metrics. While there is no agreed-upon industry standard for call center metrics, you can review 11 of the most important ones inside.

  • Contact Center Metrics and Performance Management

    This expert e-guide provides tips and best practices for working with new contact center metrics to ensure customer satisfaction through every communication channel. Learn how to determine and implement a set of key performance indicators (KPIs) for new channels such as mobile and social media, as well as how to formalize CCPM for optimum results.

  • New Analytics Approach Needed for Contact Center Success

    This exclusive e-guide features advice from experts on how to take your contact center from good to great with the right metrics for success. You'll also learn how to make better use of the large amounts of social data that are entering CRM systems with the right analytics approach.

  • Multi-Channel Contact Center Metrics for Analyzing Customer Satisfaction

    This exclusive e-guide discusses the contact center metrics necessary to measure customer experience across multiple channels, including: chat, communities, email, social media, text messaging, and more.  Also, get an in-depth look at social media channels and how to avoid the top five pitfalls of social media in the contact center.

  • Contact Center's Strategic Role Within Broader CEM Initiatives

    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.

  • Contact Center: Mobile Apps and KPI to Boost Customer Satisfaction

    In this expert e-guide, explore the emergence of mobile contact center apps for creating a better customer experience.   You'll also discover best practices for cutting through copious contact center data with key performance indicators (KPI).

  • The Hidden ROI of a Cloud-based Contact Center

    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.

  • Overhauling a Legacy Contact Center: Starting Steps

    Overhauling legacy contact center technology is often costly and time-consuming, but it doesn't have to be. This expert e-guide offers advice on deciding when it's time to upgrade your contact center, making the business case for an overhaul, and important change management considerations.

  • Cost-Saving Tips for Contact Centers

    For service organizations looking to cut costs, the contact center is the go-to department, seeing as it often has high staffing counts within the company. Check out this expert e-guide to learn how you can effectively identify opportunities and decrease spending in your contact center, without sacrificing customer experience.

  • Why Cloud? Better Security than Most Companies Can Provide Themselves

    This white paper explains how cloud security may be the safer investment for businesses, including customer-oriented organizations and contact centers. Discover why moving applications to the cloud could better protect your data than if it were kept on-premise.

  • Can the Cloud Deliver More Up-time than On-premises Deployments?

    Many people suggest cloud computing offers increased up-time and app availability, but turn to this resource to investigate the truth behind this statement.  Learn the key elements of achieving industry-leading application up-time, and the cost of delivering top-notch service from the cloud versus in-house systems.

  • NJ 2-1-1 Success Story

    Read this brief case study to learn how NJ-2-1-1 implemented a cloud-based virtual contact center that successfully handled over 90,000 calls when 2012's Hurricane Sandy hit. Read on to discover the benefits they are enjoying from this system.

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