Call Center Management Research
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Overhauling a Legacy Contact Center: Starting Steps
Sponsored by: Five9Overhaul of legacy contact center technology is often extremely 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 technology, making the business case for an overhaul, and important change management considerations.
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Cost-Saving Tips for Contact Centers
Sponsored by: Five9For 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.
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Why Cloud? Better Security than Most Companies Can Provide Themselves
Sponsored by: Five9This white paper explains how cloud security may be a 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.
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Navy Federal Credit Union becomes trusted advisor with Infor
Sponsored by: InforProviding your customers with accurate, timely, pertinent information is the cornerstone of success for any client-based business. Check out this brief case study to lean how Navy Federal Credit Union implemented a cross-servicing platform to monitor customer interactions and provide more relevant services and information to their clients.
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Can the Cloud Deliver More Up-time than On-premises Deployments?
Sponsored by: Five9Many 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.
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NJ 2-1-1 Success Story
Sponsored by: Five9Read 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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Case Study: la Caixa - Bank takes customer and employee support to the next level
Sponsored by: Hewlett-Packard CompanySpain's La Caixa bank wanted to expand into international markets, but reaching new customers meant amping up its customer service experience. Read this brief case study to discover how La Caixa chose a contact center outsourcing service to improve its customer experience management, boost its competitive position, and ultimately drive growth.
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Measuring the Return on Investment of APM
Sponsored by: LuciernaApplication Performance Management (APM) is key to the success of enterprise applications. This white paper explains in detail how a business and its IT teams can work together to cut costs and increase revenue using APM. Read on to learn about specific benefits for both branches of an enterprise that come with APM.
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Unified Communication Manager - Class of Service
Sponsored by: Global KnowledgeThis whitepaper unveils how Class of Service within Cisco's Unified Communication Manager can help you control which phone numbers can be called by particular devices. View now to learn how this simple, flexible solution can be effective in numerous situations.
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Contact Center Consumer Preference eBook
Sponsored by: AvayaYou need to deliver a positive experience without sacrificing profitability—which requires balancing the needs of your customers with the realities of your business. Gain insight from a recent study to discover what today's consumers think about contact centers. In this eBook we will build on these insights and evaluate the results.
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Delivering a Personalized Experience: the Multichannel Contact Center
Sponsored by: AvayaWhether your goal is to provide the best customer experience possible, increase sales, or reduce costs, the multichannel contact center delivers. Because customers want – and demand – access to customer service and support via their channel or media of choice, supporting a voice-only channel is no longer an option.
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3-2-1 Contact the Call Center
Sponsored by: SearchCRMContact centers can't live in the past. This three-part handbook offers insight into how contact centers can modernize an agent's tools to meet the demands and needs of customers whose mobile and social empowerment has put companies in the virtual hot seat.
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The Inner Circle Guide to Cloud-Based Contact Center Solutions
Sponsored by: Five9Consult this white paper to help determine if you're ready to make the transition to a cloud-based contact center. It outlines the many positive factors driving the uptake of cloud-based solutions, including, financial, functional, operational and strategic. Learn more about cloud-based contact centers by reading this white paper now.
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New World of Customer Expectations
Sponsored by: Five9Today, customers are expanding their use of social networks and self-service is an important aspect of resolving issues. Consult this white paper to learn more about the business benefits of migrating and integrating your customer relationship management (CRM) solutions to the cloud.
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The Next-Generation Contact Center
Sponsored by: AspectCustomers have more power than ever before in the buying process thanks to social media – experience can quickly be posted or tweeted, either boosting or slandering your brand reputation. Read this Forrester report to learn 6 features they recommend for future contact centers and a 4-step roadmap to better customer service.
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Dying to Comply
Sponsored by: AspectIn 2010 when Ofcom, the United Kingdom's regulatory authority for communications industries, revised their regulations regarding outbound calling, businesses were outraged. Companies feared that the revisions would hinder their success. Read on to learn how complying with these changes can actually lead to improved performance and productivity.
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Workforce Management in a contact centre
Sponsored by: AspectIn order to remain competitive, you need exceptional, 24x7 customer service. Savvy companies are integrating contact center processes with workforce management practices in order to enhance their service strategies. Read this expert report to learn 9 key business processes and 6 technologies required for a successful initiative.
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Sprint Becomes More Efficient When Customers Go Online
Sponsored by: Oracle Corporation UK LtdWatch this webcast to learn why Sprint chose one platform to help them encourage customer self-service and drive customers from call centers to the website.
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How Mobile Devices are Driving Innovations in Contact Centers
Sponsored by: AvayaFailing to adopt a customer service strategy for mobile devices could put your business at a serious disadvantage. Gartner research suggests that 80% of companies will suffer revenue loss from the lack of customer support on mobile devices by 2013. Read this paper to learn how to utilize the opportunities mobility offers customer service.
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Best Practices in the Call Center: A Customer Touch-Point Methodology
Sponsored by: Oracle Corporation UK LtdOne of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions.
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Is it time to reevaluate your workforce management tools?
Sponsored by: ClickSoftwareWorkforce management (WFM) tools are no longer a nice-to-have. In order to be successful in today's mobile, global market you need WFM practices that keep your business running smoothly. Access this e-guide to discover why legacy WFM tools are falling short and learn key factors to consider when upgrading your WFM system.
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Getting Sales Dialed In: Improving Process Efficiencies and Increasing Sales Using RingCentral
Sponsored by: RingCentralThis presentation transcript explores how cloud-based telephony can help increase call efficiency, improve manageability, and ensure that a sales opportunity is never missed.
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Benchmarking in the contact center: Tips for managing what you measure
Sponsored by: AvayaBenchmarking projects are a great way for contact center organizations to improve their operations in order to reconcile competing demands from customers and the business. Read this white paper to learn best practices for executing a successful contact center benchmarking project.
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Customer Care in a Social World: Are We There Yet?
Sponsored by: Oracle CorporationThis paper explores and explains why the contact center is a key strategic focal point for customer engagement via social channels.
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Is Social Media Transforming Your Business?
Sponsored by: Oracle CorporationIt's no secret that social media has changed consumer behaviors – but most companies are struggling to capitalize on the unique opportunities it has to offer. Review this resource to learn how incorporating social media into knowledge management, contact centers, and the Web can substantially enhance your customer's experience.
