Contact Center Workforce Management Research
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Managing and Optimizing the Call Center
Sponsored by: TechTarget Customer ExperienceIn this e-guide from the experts at SearchCRM.com, learn how your organization can optimize its call center and drive customer service success with the use of workforce management (WFM) software, real-time speech analytics software, guidance applications, predictive analytics, and other tools.
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5 Ways to Optimize Your Workforce for Customer Contact in a Social Marketplace
Sponsored by: AspectThis white paper discusses how workforce, quality and performance management capabilities provide practical business processes and tools for effective staffing, monitoring, reporting, evaluation and coaching.
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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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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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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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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 Experience Exchange E-Zine: Issue 3
Sponsored by: TechTarget Customer ExperienceIn this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%.
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Making WFM Work: Best Practices and ROI Model
Sponsored by: Calabrio, Inc.There has been tremendous innovation in contact center workforce management (WFM) over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.
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Pros and cons of WFM in the call center
Sponsored by: Infor WFM WorkbrainThe market for workforce management (WFM) software in the contact center saw double-digit growth last year, but the technology still needs work, according to experts. In this e-guide you’ll explore the pros and cons of WFM.
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Making WFM Work: Best Practices and ROI Model
Sponsored by: Calabrio, Inc.There has been tremendous innovation in contact center WFM over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.
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CRM Buyer’s Guide – 2011 Edition
Sponsored by: TechTarget Customer ExperienceWelcome to SearchCRM.com’s Buyer’s Guide. This directory was designed to be a valuable resource for those getting started with research or evaluating vendors in the CRM market.
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Extra Space Storage Dials Up Sales with inContact & Salesforce CRM
Sponsored by: inContactThis paper describes the benefits Extra Space Storage experienced by combining inContact’s on-demand platform and integrated with customer CRM software from salesforce.com. Read on to learn more about these benefits and learn how your company can experience the same results.
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Eight Essential Steps: Moving the Contact Center Beyond Operational Efficiency to Business Effectiveness
Sponsored by: AspectThis paper explains how to move the contact center beyond operational efficiency to business effectiveness and provides best practices employed by businesses that already operate their contact centers as profit centers and touching on the technology that makes it possible. Read on to learn how to transform your contact center into a profit center.
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Integrated vs. Unified: Five Reasons Why Contact Centers Must Get Unified
Sponsored by: AspectThis paper presents the main differences between integrated and unified contact centers, and gives five reasons why it is imperative for contact centers to adapt a unified solution. Read on to learn how adopting such a solution can increase productivity, decrease costs, and enhance the customer experience, thereby increasing customer loyalty.
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Seven Things to Consider When Developing a Unified Communications (UC) Strategy
Sponsored by: AspectUC can increase revenue and enhance customer relationships all while reducing costs, but developing a UC strategy can seem like a daunting task. In light of this, this paper outlines 7 things organizations should consider as they begin to develop a UC strategy. Read on to learn some helpful hints and strategies to ensure a successful UC deployment.
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E-Book: The Executive’s Guide to Contact Center Technology Planning
Sponsored by: inContactIn this e-book learn about emerging contact center technology trends and newer options like self-service technology, analytics and Web 2.0. Find out about 10 must-have technologies for the contemporary contact center. Learn how to select the best technology to meet your needs, and read expert advice for setting up contact center technology.
