Contact Center Management Research
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Seven Trends Driving Effectiveness in the Contact Center
Sponsored by: AvayaCustomers want to use social media, video, instant messaging and more to contact you - and they want to do it quickly. In this resource, check out seven key trends that are driving effectiveness in the contact center.
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Productive Workforce
Sponsored by: AspectMany contact centers can't keep up with the demands of the "Consumer 2.0" due to outdated technologies and inefficient call center staffing. In this resource, discover how a workforce optimization strategy can help you improve customer experience and reduce cost per interaction.
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Cellular One
Sponsored by: AspectCellular One relied on inefficient technologies that required too much manual labor and resulted in sub-par customer interactions. In this case study, discover how they leveraged a single-platform strategy to drastically enhance their customer experience by combining workforce, quality and performance management capabilities with CRM technology.
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Overhauling a Legacy Contact Center: Starting Steps
Sponsored by: Five9Overhauling 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.
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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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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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Winning the Customer Service Battle... In the Cloud
Sponsored by: Siemens Enterprise CommunicationsPoor customer service is a costly business practice. The time to differentiate your customer service strategy is now – and the cloud can help. View now to learn about cloud contact centers and how they can benefit your business.
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Seven Contact Center Trends You Can't Ignore
Sponsored by: Siemens Enterprise CommunicationsFor customer service contact centers, it's critical to stay on top of the latest in technology and practices in order to provide your customers with the experience they expect. Check our this easy to read resource to discover 7 trends in contact center strategy, so that you can prepare your organization for what's to come
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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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Top Five Contact Center Trends for 2013
Sponsored by: AvayaThis resource offers five key trends that are reshaping customer experience management. Discover how successfully tap into these trends will give you the competitive advantage over those who fail to adapt to this rapid change.
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Aberdeen Agent Desktop Optimization: Agents Can Finally Focus on the Customer whitepaper
Sponsored by: SAP America, Inc.In the context of the contact center, being able to provide agents with insights needed to support and engage customers is critical to deliver a positive customer experience. And agent desktop optimization (ADO) initiatives help contact centers accomplish this objective by empowering agents. Continue on for insights.
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Using Case Management to Empower Employees and transform Customer Service
Sponsored by: Kofax, Inc.Businesses struggling to improve their customer service are failing to recognise the role and consider the needs of their own employees. This paper shows how successful customer service organisations have transformed customer service by empowering their employees with dynamic case management applications.
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Fight data chaos with better business process automation.
Sponsored by: Kofax, Inc.This helpful webcast explores a technology that can capture incoming documents and information to automate downstream business processes quickly, efficiently and cost effectively, resulting in faster and more accurate customer transactions and improve customer service.
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Getting the Right "Blend" in your Contact Center
Sponsored by: Five9Contact centers that offer both inbound and outbound capabilities have the ability to maximize revenue and optimize productivity. Read this white paper to learn more about a solution to help your business gain the most revenue. Find out some of the advantages provided by cloud-based call centers by reading this resource now.
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Cloud-Based Contact Center Software - Buyer's Guide
Sponsored by: Five9View this white paper to gain a better understanding on the benefits of a cloud-based solution. It provides an overview that will help lead you on the path to make an informed decision about what is best for your business, by identifying the key difference between premise-based and cloud-based systems.
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Deploying Customer Service in the Cloud
Sponsored by: Oracle Corporation UK LtdRead this white paper for best practices in deploying customer service in the cloud. Learn how to successfully implement, consolidate, optimize, and transform your customer experience management strategy and sustain a long-term competitive advantage.
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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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Optimising the collection Process
Sponsored by: AspectThis white paper discusses optimization of the collections process, including risk management, list management, metrics, and more.
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From Workforce Management to Workforce Productivity
Sponsored by: AspectThis white paper reveals the technologies that support workforce productivity and offers tips for choosing the right supplier.
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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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Discover, deliver and set the right customer experience expectations
Sponsored by: GenesysThis expert resource examines the ways businesses can make sure that their organizations are empowering agents with the right technology to resolve problems by providing the right information to the agent at the right time and proactively discovering and delivering on customer expectation.
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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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Solution Spotlight: Tie Contact Center and IT for Strong Customer Experience Management
Sponsored by: IBM and CrossviewIt is a reality for many organizations that the IT department and contact center have a big gap in communication and collaboration leading to frustration and project delays. This exclusive resource will help you learn how to bridge the communication gaps between these two departments and set common goals to deliver a seamless customer experience.
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Supporting a Multichannel Contact Center
Sponsored by: Verint SystemsConsult this expert e-guide to uncover how you can provide customer support across multiple communication channels. Assisting customers efficiently is imperative to the reputation of your business. This e-guide covers best practices for managing multiple channels, so you can prepare for communication from every angle.
