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Contact Center ManagementResearch

  • Create a Business Continuity Plan for the Contact Center

    Sponsored by: Genesys

    Companies today need to have a business continuity plan that covers more than minor application downtime -- they need to be ready for the very real possibility of natural or man-made disasters. How prepared is your contact center for disaster? Find out in this white paper.

  • 4 Steps to a Virtualized Contact Centre

    Sponsored by: Genesys

    Good customer service has become strategically important for companies, yet at the same time, many customer service professionals need to do more with less. Creating a virtual Contact Centre environment allows companies to achieve both goals.

  • Comparing the Total Cost of Ownership of TDM and SIP Contact Centres

    Sponsored by: Genesys

    Are you paying too much to run your ACD/PBX based Contact Centre? Does your traditional hardware-based infrastructure stand in your way when trying to offer new services? Are you locked into a vendor with a proprietary platform? Get this white paper on Comparing the Total Cost of Ownership of TDM and SIP Contact Centre.

  • Reduce Costs and Improve Customer Service with Workload Management

    Sponsored by: Genesys

    BPM, CRM, and contact center management applications aren't designed to manage manual work or dynamically adjust priorities based on incoming requests. In this Frost & Sullivan white paper, learn how an Enterprise Workload Management Solution complements existing systems to overcome these issues for reduced costs and improved customer service.

  • Workload Management Tackles Customer Support Challenges

    Sponsored by: Genesys

    Based on Frost & Sullivan's recent analysis of the workload management market, Genesys won the 2013 Global Frost and Sullivan award for Technology Innovation in Workload Management.

  • The Future of Work: Exceed Customer Expectations with Workload Management

    Sponsored by: Genesys

    Customers expect a great end-to-end experience, whether work is accomplished in the enterprise or in the back office, it's all part of the Customer Service Value Chain. Is your enterprise meeting this expectation? What about in the future?

  • The Knowledge Base of the Future: Five Cutting-Edge Ideas You Can Implement Now

    Sponsored by: KANA

    Building a reliable, extensive knowledge base is essential for delivering relevant, efficient customer experiences. It helps employees access information faster and enables customers to serve themselves. View this white paper to uncover five cutting-edge ideas to help you build a next-gen knowledge base.

  • Omni-Channel Customer Service Demands the Intelligent Contact Center

    Sponsored by: KANA

    In order to respond to changing customer expectations, contact centers must evolve to an omni-channel, context-aware platform. In this white paper, get an in-depth look at the demands placed on the modern contact center, and the strategies and tools you can leverage to optimize customer interactions

  • Initiatives for Improved Customer Experience

    Sponsored by: IBM

    Uncover the 10 steps to improving the customer experience, and find out how customer experience, engagement and loyalty can help you "measure" how happy your customers are.

  • Best Practices for Knowledge Management

    Sponsored by: KANA

    Implementing a knowledge management program in the contact center can improve the efficiency and quality of your services, optimize customer experience, reduce agent training costs, and increase job satisfaction. In this white paper, explore best practices for successful knowledge management implementation in the contact center.

  • Performance Improvement In The Contact Centre

    Sponsored by: Cisco

    Find out how you can improve customer satisfaction, become more competitive and reduce the cost of acquiring and retaining loyal customers by investing more money in contact center technologies.

  • How-To Guide: Top Ways to Optimize Your Contact Center Investment

    Sponsored by: Cisco

    Find out what you need to know to ensure your contact center runs to the best of its ability.

  • Contact Center Manager Survey Report

    Sponsored by: Cisco

    In this survey report, 175 contact center pros gave their time to respond to 10 questions on what the contact center of tomorrow might look like.

  • Preserve Customer Experience Consistency and Loyalty in a Multi-Sourced Contact Center

    Sponsored by: Genesys

    Many organizations are taking a multi-sourcing approach to contact center services, but it doesn't come without its risks -- what should you look out for? Find out in this white paper, and learn how you can avoid the perils of lackluster service and disappointing cost savings with a common hosted contact center platform.

  • Five Simple Strategies to Make Your Contact Center a Success

    Sponsored by: Genesys

    View this informative white paper to learn how to cost-effectively increase the level of service in your contact center with the right technology. Discover five best practices to make your call center a success.

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

    Sponsored by: Genesys

    To effectively engage with customers across a newly-broadened spectrum of channels, savvy organizations are looking to cloud-based contact centers. In this white paper, discover 10 best practices for deploying and managing cloud-based contact centers that will help you keep costs down, customers happy, and processes efficient.

  • Improve Your Customer Experience and Call Center with Mobile Applications

    Sponsored by: Genesys

    Many organizations still treat mobile channels the same as traditional channels. As a result, they have yet to reap the full benefits of mobility. Ensure that doesn't happen to your company by reading this informative white paper on integrating mobile applications into your customer service and contact center operations.

  • The Mixed Blessings of Contact Center Automation

    Sponsored by: SearchCRM

    Contact center technologies ease customer frustration with call center inefficiency, but they don't replace the human touch.

  • Insuring Customer Satisfaction at Star Union Dai-ichi Life Insurance

    Sponsored by: Microsoft India

    Star Union Dai-ichi Life Insurance (SUD) of India was hampered by a restrictive call management system (CMS). In this resource, discover how SUD overhauled their legacy call management system with a new CRM suite that extended their CMS to all touchpoints.

  • Multichannel Contact Centers: Metrics and Realities

    Sponsored by: Five9

    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

    Sponsored by: Five9

    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

    Sponsored by: Five9

    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.

  • Make the most of customer interactions in the contact center

    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.

  • 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

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