ComputerWeekly.com Research Library

Powered by Bitpipe.com

Contact Center ManagementResearch

  • US Airways Standardizes WFM Across All Contact Centers

    Sponsored by: Aspect

    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

    Sponsored by: Aspect

    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

    Sponsored by: Aspect

    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

    Sponsored by: Aspect

    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?

  • The City of Vancouver's Information Services Grows to Better Meet Needs of Employees and Residents

    Sponsored by: Calabrio, Inc.

    The call center for the City of Vancouver's 3-1-1 line (city information services) was experiencing a 20 percent year-over-year call volume growth rate. They needed a way to handle the increased call volume, without sacrificing quality service or employee satisfaction.

  • The Time Is Now: Workforce Optimization Becomes Reality for the Small-to-Medium Sized Contact Center

    Sponsored by: Calabrio, Inc.

    This resource describes how workforce optimization (WFO) technologies are transforming contact centers in small to midsize businesses (SMBs).

  • Innovating in the Contact Center: Why Settle for Good When You Can Be Better?

    Sponsored by: Calabrio, Inc.

    In this white paper, discover how to optimize your contact center processes with the help of new interaction channels such as social media, and make the most of interaction data to learn more about your customers and your company.

  • Three Tips for Measuring Voice in the Sea of Big Data

    Sponsored by: Calabrio, Inc.

    This resource explores why the contact center has remained a highly untapped source of customer insight, explains how recent advances are giving organizations the power to analyze voice interactions, and counts down three essential success factors that you should consider.

  • Contact Centers Evolve with Advanced Technologies

    Sponsored by: Desk.com (A Salesforce Company)

    Contact center modernization introduces several challenges, including legacy application integration and managing a growing amount of customer data from new channels. Consult this exclusive e-guide to learn how to overcome the hurdle of legacy application integration with new systems, and how to create a realistic modernization roadmap.

  • Contact Center Metrics for Customer Experience Success

    Sponsored by: Desk.com (A Salesforce Company)

    In this SearchCRM.com expert e-guide, get an inside look at common practices for measuring contact center and organizational performance, and learn how you can transform metrics into a world-class customer experience.

  • Deploying a Contact Center in the Cloud: A Guide to Best Practices

    Sponsored by: Genesys

    Modern organizations are often turning to cloud-based contact center models in order to engage with customers via more channels and access a wide range of features in a cost-effective manner. In this white paper from Ovum research, discover 10 best practices for deploying and managing a cloud-based contact center.

  • Five Ways to Differentiate Your Customer Service Offering Using the Cloud

    Sponsored by: Genesys

    Implementing new technologies to enable multi-channel customer service isn't always easy, especially for mid-size organizations that are trying to balance costs with customer personalization. Access this white paper to learn why a cloud-based contact center could be the answer for better service at a lower cost.

  • Transforming Customer Experience in the New Digital World

    Sponsored by: Genesys

    In this white paper, learn why taking a holistic approach to digital channels in the contact center can help you deliver consistent, seamless, personalized experiences across all customer channels.

  • Customer Experience: Essential Requirements for Company Profitability and Competitive Success

    Sponsored by: Genesys

    Companies across all industries are feeling pressure to improve the customer experience while reducing costs at the same time. However, most are not prepared to cost-effectively provide great, real-time. multi-channel customer experiences, due to outdated technology and processes.

  • Four Steps Toward Virtualizing Your Contact Center

    Sponsored by: Genesys

    Customer experience is a key differentiator for businesses today, and as a result contact centers must manage to improve service quality while also doing more with less. Creating a virtual contact center allows companies to achieve both goals, by increasing efficiency while reducing total cost of ownership.

  • Forrester - A Custom Technology Profile: Leverage Cloud-Based Contact Center Technologies to Deliver Great Customer Experiences

    Sponsored by: Genesys

    In this white paper, explore the results of a survey from Forrester Research, Inc. to see how companies are dealing with contact center challenges and new technologies.

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

    Sponsored by: Aspect

    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

    Sponsored by: Aspect

    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.

  • Seven Blueprints for Contact Center Modernization

    Sponsored by: Genesys

    Businesses are quickly realizing the value of customer experience and modernizing the contact center in order to improve customer retention and satisfaction. Contact center modernization involves transitioning from a closed, proprietary call center to a multi-channel, IP-centric contact center.

  • Advanced Technologies Key to Next-Gen Contact Centers

    Sponsored by: LogMeIn, Inc.

    Access this helpful e-guide to learn how to improve customer experience by equipping contact center agents with the right tools and technologies. Discover why Forrester Research analyst Art Schoeller recommends an "outside-in approach" to acquiring new contact center technologies, and explore his key considerations for adopting new tools

  • A More Social Contact Center

    Sponsored by: LogMeIn, Inc.

    This expert e-guide describes the importance of developing a formal social media strategy and leveraging WFM software to manage social media contact center volume. Also, see what's on Comcast Corp.'s 10-step "cheat sheet" for building a social call center strategy.

  • Hosted Contact Center and On-Premises Centers Demystified

    Sponsored by: Genesys

    Choosing between an on-premises or a hosted contact center isn't easy, and unfortunately, this decision is further complicated by misconceptions about the differences between the two and what "hosted" and "on-premises" mean. This expert e-guide aims to clarify those definitions and set straight the misconceptions.

  • Workforce Management Applications: FAQ and Best Practices

    Sponsored by: Genesys

    Workforce management (WFM) applications are among the most important productivity tools in contact centers. In this e-guide, learn how to incorporate WFM software into your broader HR landscape, and how to achieve maximum productivity with WFM.

  • Multi-Channel Contact Center Metrics for Analyzing Customer Satisfaction

    Sponsored by: Five9

    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

    Sponsored by: Five9

    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.

Bitpipe Definitions: A B C D E F G H I J K L M N O P Q R S T U V W X Y Z Other

What's Popular at Bitpipe? Daily Top 50 Reports | Daily Top 100 Topics | Popular Report Topics

ComputerWeekly.com Research Library Copyright © 1998-2014 Bitpipe, Inc. All Rights Reserved.

Designated trademarks and brands are the property of their respective owners.

Use of this web site constitutes acceptance of the Bitpipe Terms and Conditions and Privacy Policy.