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  • US Airways Standardizes WFM Across All Contact Centers

    After a merger, US Airways was struggling with a great disparity between the applications used across its five call centers. It was evident that US Airways needed a single workforce management tool across all contact centers, in order to solve scheduling issues and better forecast call volume.

  • Revolutionizing the WFO Industry with a Superior User Experience

    This informative white paper explains the negative effects of a poor workforce optimization (WFO) user experience, and provides a look at some of the trends impacting good user experience today. Also, discover a WFO application that leverages best practices of user experience to revolutionize the contact center agent's experience.

  • Hilton Reservations Worldwide Achieves Efficient Staffing

    Check out this brief case study to learn how Hilton Reservations Worldwide implemented a workforce management technology that enabled the contact center to plan, manage, and optimize staffing resources, resulting in happier agents and satisfied customers.

  • Proactive Monitoring and Management

    Investing in the right technology is a critical component of ensuring top-notch customer experience in the contact center, but that's all for nothing if your tools aren't performing properly. Wouldn't it be great to eliminate IT concerns and know you'll always have maximum performance, so all you have to worry about is your customer?

  • Why Workforce Management and Contact Centers Should go Hand-In-Hand with Customer Experiences

    In this expert e-guide, learn why companies should focus on an "outside-in" approach to customer experience management (CEM) and workforce management. Discover how "workforce management gives you the tools to manage and optimize staff and, in doing so, keep your costs as low as possible" according to DMG Consulting's Donna Fluss.

  • New Contact Center Metrics to Fit Busy New Customers

    View this exclusive e-guide to learn more from Fluss and other CRM experts as they explore the right and wrong way to leverage mobility to reach busy customers, as well as how to implement new contact center metrics to measure the effectiveness of new channels -- including email, chat, and social media.

  • 5 Steps to Serving Customers in a Mobile World

    Today's businesses need to connect with their customers wherever they are -- and that's often on mobile devices. Effectively implementing a mobile-friendly strategy is more than just adopting the necessary contact center technology -- it's about building and maintaining customer relationships in a multi-dimensional way.

  • The back office front and center

    Unfortunately, when 42% of customer experience decision makers say they can't effectively manage the end-to-end workflow of customer interactions, it's clear that inefficient processes can have serious repercussions. Watch this brief video to learn how to optimize people, processes, and insights to transform back-office operations.

  • Multi-channel Self-service for Telecommunications Businesses

    For the telecommunications (telco) industry, product and price advantages are difficult to maintain, so it often boils down to customer service. To achieve competitive advantage, telco companies have to provide top-notch service to customers demanding 24/7 service via a multitude of channels -- but how?

  • Multi-channel Self-service for Insurance Businesses

    Customer relationship management (CRM) is more important than ever before for all businesses, especially customer-centric ones such as those in the insurance industry. When your customers expect to reach you on their terms, via the channels of their choice, will you be ready?

  • It’s Time to Fix Back-Office Operations

    In this report from DMG consulting, discover a framework and methodology for transforming your back-office operations to drive higher quality and lower costs. You'll learn how workforce optimization (WFO) tools can improve the productivity and visibility of your operations, as well as tackle six common back-office challenges.

  • Consumer Satisfaction Benchmarking Report

    In this comprehensive report, explore the results of a survey conducted by Vanson Bourne about the current state of customer satisfaction in the UK. Get an inside look at what consumers expect from businesses, how they choose to interact with them, and changing perceptions of customer service.

  • Multi-channel Self-service for Financial Services

    This resource will show you how multi-channel self-service can help you provide consistent, personalized, and integrated customer service across all channels, including mobile web, text, mobile apps, and social media.

  • Workforce Management Helps Build an Integrated Resource Strategy

    View this brief case study to learn how BGS invested in new workforce optimization tools in order to achieve more effective resource planning, and in turn produce more satisfied employees and customers. Discover the strategy BGS followed and the benefits they experienced as a result.

  • 7 Things Retailers Should Know About Multi-channel Self-Service

    Businesses across all industries are realizing the importance of incorporating multi-channel self-service into their contact center strategies, especially retailers. As of a 2012 research report, over 93% of retailers had implemented some sort of self-service -- and that percentage can only increase.

  • 7 Things You Should Know About Multi-channel Self-Service

    Todays' customers expect service via a variety of channels: mobile, social media, and old-fashioned telephone, to name a few. To keep up with customer demands, your contact center must figure out how to deploy multi-channel self-service. View this resource for seven things you need to know about multi-channel self-service before you get started.

  • Mobility and its impact on the contact centre

    The number of mobile devices in use is growing exponentially, and Gartner predicts that by 2015 over 80% of handsets sold in mature markets will be smartphones. So how can your contact center organization take advantage of the mobile boom?

  • A Mobile Customer Service Strategy: Research Report and Best Practices Guide

    Contact center professionals are quickly realizing that they must support customers via mobile devices -- but implementing that mobile support isn't always easy for organizations. In this report, get the info you need to create and implement a successful mobile customer service strategy.

  • Putting the contact center at the center of the customer experience

    Today's customers have more control of the conversation than ever before -- and your contact center must be equipped to deliver seamless interactions across a variety of channels, lest your customers take their business somewhere else. To do this, you need a comprehensive platform that enables anywhere, anytime service.

  • Seven Critical Capabilities to Demand From Your Cloud Contact Center Provider

    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?

  • Case Study: Golfbreaks Implements Integrated, Multichannel Contact Center

    This brief video case study reveals how Golfbreaks.com, Europe's largest golf travel company, successfully implemented a multichannel contact center and optimized its unified communications strategy.

  • Deployment Flexibility

    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.

  • It's Time to Fix Back-Office Operations

    Many organizations have been managing back-office operations the same way for years. In this white paper, learn how workforce optimization (WFO) suites can transform your operating model for back-office functions, and get a framework to create a more effective, efficient model.

  • Case study: How CVS/Pharmacy found customer service success

    This case study reveals how a unified contact center platform enabled CVS/Pharmacy – the nation's largest retail pharmacy chain – to successfully meet its multichannel customer service objectives.

  • Four Reasons Why Proactive Customer Care Means Customer Loyalty

    This resource counts down four key reasons that proactive customer care makes good business sense, and examines how this strategy can transform your contact center into a customer loyalty center. Also inside, find key tips to help you get started.

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