Contact Center Management Research
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Is it time to reevaluate your workforce management tools?
Sponsored by: TechTarget Business AnalyticsWorkforce 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: TechTarget Customer ExperienceIt 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: TechTarget Customer ExperienceConsult 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.
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Solution Spotlight: Creating a Strong Customer Experience Management Strategy
Sponsored by: TechTarget Customer ExperienceIn this e-guide, learn how to resolve communication issues between the IT and contact center departments by creating internal service-level agreements, recognizing that what's right for the organization is the same as what's right for the customer, and more.
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Loss from Legacy Call Center Infrastructure
Sponsored by: GenesysIs your legacy call center infrastructure limiting your organization's ability to increase efficiencies, reduce costs, and raise productivity? What's the true cost of a legacy call center? Answer these questions now by consulting this exclusive infographic.
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Forging a CEM Strategy
Sponsored by: TechTarget Customer ExperienceShoppers are looking for more personalized, responsive, relevant experiences, and in order to provide that, your business needs an effective customer experience management (CEM) strategy. Learn how when you access this expert three-part e-guide and discover six top concepts that make up a successful CEM strategy.
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Building CEM Expertise for Business Value
Sponsored by: GenesysIn this expert e-guide, discover why the contact center should play a more pivotal role in customer experience management, and learn how to merge siloed processes to create a more cohesive customer experience.
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How to Fine-Tune your Contact Center
Sponsored by: TechTarget Customer ExperienceWith call center software, best business practices can be difficult to navigate. But the payoff is worth investigating. In this handbook, readers find detailed explanations of the latest call center technologies as well as insight on call center management—including schedule and workforce management.
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Mobile Devices Reshaping the Customer Experience: Learn how a mobility strategy can drive innovation and add a competitive edge to your contact center
Sponsored by: AvayaThis resource details the opportunities that mobility presents for contact centers, and offers guidance to help you weave these opportunities into a strategy that empowers you to capitalize on mobile benefits and sharpen your competitive edge.
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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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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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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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The New CRM Metrics: Putting Them to Work
Sponsored by: TechTarget Customer ExperienceThere is added pressure for modern contact center agents, with customers armed to the teeth with devices to connect with businesses—from tweets to texts to phone calls. But with proper metrics to gauge performance and lead to instructive training, some of that pressure can be alleviated.
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Delivering a Superior Customer Experience
Sponsored by: AvayaResearch shows that 90% of customer service decision-makers believe delivering quality service is paramount to success. But with tight budgets, businesses today need cost-effective ways of achieving higher service levels. Read on to learn how collaboration in your contact center can keep costs low while increasing service levels.
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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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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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A contact center manager's guide to integrating self-service
Sponsored by: KANALeveraging self-service technologies in your contact center can significantly reduce costs, but successful implementation is tricky. Gain expert advice on how to ensure your self-service contact center initiative is a success. Read on to learn self-service contact center best practices, how to obtain executive support, and more.
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Mobile Devices: Changing the Way You'll Service Your Customers
Sponsored by: Interactive Intelligence, Inc.Discover how you can take advantage of the mobile revolution to deliver an improved and expanded service experience for your mobile device wielding users.
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Six Best Practices for Agent Knowledge Management
Sponsored by: KANAKnowledge management can be a useful tool for improving the quality and efficiency of your contact center operations. This paper outlines a series of best practices to help you achieve maximum results from knowledge management within the contact center that will ultimately lead to better customer service, and higher revenues.
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Business Case for Integrated Unified Communications and Contact Center Solution
Sponsored by: ShoreTel - OLDIn this whitepaper, discover how using unified communications (UC) in your contact center can help you increase effective communications between employees and clients, which will improve your customer satisfaction, retention, and loyalty rates.
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Social channels changing contact center certification
Sponsored by: Salesforce.comIn this expert tip, find out which certification programs are getting overhauled, including those focused on individual call center managers and agents, such as the program from ICMI, and the costs associated with these certifications.
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8 contact center best practices
Sponsored by: Salesforce.comRead this expert e-guide to see what Donna Fluss and Michael Krigsman have to say about how companies can ensure contact centers utilize new social media, video and mobile support to their best advantage.
