Call Center Management Research
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The power of Call Centers and Customer Loyalty
Sponsored by: Infor CRMRead this e-guide from our award-winning editorial team to learn strategies for how to utilize innovative technologies to improve your customer experiences, retain customers and gain loyalty.
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Customer Experience Exchange E-Zine Issue 2
Sponsored by: TechTarget Customer ExperienceThis second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies.
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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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Six Solutions for What's Keeping Executives Up at Night
Sponsored by: Citrix Online- GoToAssistThis comprehensive white paper highlights six solutions to the issues support executives face on a daily basis.
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How Does your Service Measure Up? Getting to Grips with Metrics
Sponsored by: GoToAssistThis quick guide will identify some of the most popular metrics that you should be measuring, look at ways in which you can measure them, and how to utilize these measures to improve your service delivery.
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Speech Analytics - The Power of Simplicity
Sponsored by: Calabrio, Inc.This overview examines the power of Speech Analytics technology to extend resources and expand knowledge.
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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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Building a Business Case for your Next-Generation QA Solution
Sponsored by: Calabrio, Inc.This white paper shows you how to build your business case and obtain approval for a new or upgraded contact center quality assurance and recording solution.
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Speech Analytics: The Simple Definition
Sponsored by: Calabrio, Inc.What is "Speech Analytics," exactly, and why is it important? Find out how the latest wave of Speech Analytics offerings are used in call center communication today and what the benefits are.
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Improving the Customer Experience
Sponsored by: Consona CorporationThis SearchCRM.com expert E-Guide explores effective strategies for helping improve the customer experience through knowledge management tools and various social CRM channels. Read this E-Guide to learn how to integrate and strategize these tools for an improved customer experience.
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Best Practices for a contact center technology overhaul
Sponsored by: Contactual (Now 8x8, Inc.)Tap into the expert advice in this eBook to choose technology that will help you leverage multiple contact channels, effectively monitor agent interaction and deliver an excellent customer experience.
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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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Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis
Sponsored by: inContactToday, the majority of North American contact centers today are supported by premise-based contact center and telephony systems. But there's another money-saving option for contact centers: third-party owned and operated hosted services. Before you decide which model to use, there's another factor you should consider: Total cost of ownership (TCO).
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A contact center manager's guide to integrating self-service
Sponsored by: inContactDo you feel pressured to provide great service while keeping costs down in your contact center? Self-service technology enables customers to resolve their own service questions without depleting agent resources. But deploying self-service technology raises many questions. Learn best practices and tap into expert advice with this eBook.
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E-Guide: Best practices and considerations to ensure help desk management success
Sponsored by: SysAid TechnologiesThis e-guide from SearchDataCenter.com explains why it is essential analyze the performance of your service desk to ensure optimal results. Gain expert insight into how to improve IT help desk services with vendor support. And find out how to help staff be more productive by providing them with extra support.
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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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Call Centre Transformation: Turning Customer Experience Into Profits
Sponsored by: SAP AGCall centres have been constantly evolving since the last third of the twentieth century. This evolution will continue as innovative information technology and shifting forces of competition drive call centre transformation. Customer interaction has become an important source of differentiation for organisations. Learn more in this white paper.
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PBX Buying Guide: How to Choose the Right Phone System for Your Business
Sponsored by: Fonality Inc.While moving to an IP phone system will bring great advantages, the more options, features, functions and capabilities that are available, the more decisions the buyer has to make. That makes it crucial to thoroughly understand your needs before you buy. In this guide are seven steps to help in that process.
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Unified Communications
Sponsored by: CDW CorporationIntegrate multiple communication networks into a single, unified system to enable more effective communication and collaboration with staff, partners, and customers.
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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.
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Presentation Transcript: OnDemand v. OnPremise CRM: Making the Right Choice for your business
Sponsored by: RunE2EIn this presentation transcript, John Brasch, CEO of RunE2E, discusses the evolution of the CRM application market options that are available today and details their solution run CRM system built on the SAP enterprise application suite.
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Converting Service Calls into Sales with Real-Time Offer Management
Sponsored by: SAP America, Inc.Banks, utilities, retailers, and the like are taking advantage of incoming calls and Web visits to make offers to existing customers. In this paper learn how with real-time offer management applications, can help leverage customer information.
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Record, Evaluate, Monitor and Archive All Your Customer Interactions For your Cisco Switch
Sponsored by: TeleformixCall recording and review are the most effective and efficient ways to ensure your customers receive high quality treatment and accurate information. ECHO™ provides the vehicle for this.
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Moving beyond the Queue - Focusing on the Real-Time Customer
Sponsored by: Inova SolutionsIn this paper, Tim Montgomery, a highly regarded industry consultant, speaker and author explores new ideas on ways every call center can keep up with new customer demands.
