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Call Center Management Research

  • 3 Keys to a 5-Star Mobile User Experience

    Sponsored by: Hewlett Packard Enterprise

    Access this brief resource to find fast facts about the mobile user experience, and find out why the user experience should be at the top of every enterprise's list. View now to discover how your mobile experience may be handicapping your business and damaging your brand presence.

  • 3 Critical Funnel Points to Maximize Lead Conversions

    Sponsored by: Harte Hanks

    Access this brief resource to discover the 3 critical funnel points your contact center can focus on to maximize your ROI. Find out opportunities to improve data quality and lead qualification, and how to fix them.

  • 3 Funnel Points for Successful Lead Management

    Sponsored by: Harte Hanks

    Access this whitepaper to discover the 3 main funnel points for a successful sales strategy. Read on to find out how to calculate your campaign for success, and how to measure your call center metrics appropriately.

  • Expert Advice: E-Commerce and Social Media Drives CRM

    Sponsored by: IBM

    Access this expert guide to discover how businesses can improve their CRM strategies to ensure customers remain in control and satisfied with the user experience.

  • Take Advantage of Multi-Channel to Improve CEM

    Sponsored by: Five9

    In this expert e-guide, explore the benefits and business drivers of integrating your data across all channels. Discover what tools and strategies you'll need to achieve a truly integrated, cross-channel customer experience.

  • Four Steps Toward Virtualising Your Contact Centre

    Sponsored by: Genesys

    The first step to wowing customers is an organised and efficient contact centre – but how can a business overcome legacy infrastructures to support customers? View this whitepaper now to learn about virtual contact centres, their benefits, and 4 essential steps to streamline your customer experience.

  • Best Practices for Improving Back Office Workforce Efficiency

    Sponsored by: Genesys

    70% of customers report that they have ended a relationship due to poor customer service, a statistic that demands companies be at the top of their capabilities. View this in-depth whitepaper to discover an extensive 7 step guide to streamlining workforce efficiency, ultimately keeping customers happy.

  • How to Meet and Exceed Customer Demands

    Sponsored by: Genesys

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

  • 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

  • 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.

  • 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.

  • 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.

  • The Mixed Blessings of Contact Center Automation

    Sponsored by: SearchCRM

    Automation technologies were created to provide customers with a standardized, consistent experience. Why, then, are companies trying to avoid them? In this e-book, you'll learn why automation technologies don't work for every contact center use case, regardless of their intent.

  • 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.

  • 3-2-1 Contact: The Call Center in a Multichannel World

    Sponsored by: SearchCRM

    In this e-book, discover how new technologies are making agents' lives easier. Learn how mobile apps are changing how agents interact with customers – and how some companies are integrating mobile CRM with the contact center. Plus, find out about the pitfalls companies can encounter when the contact center is on social media and how to avoid them.

  • Forging a CEM Strategy That Can Power Commerce

    Sponsored by: SearchCRM

    This three-part expert guide focuses on the steps to take to engage customers in the ever-growing e-commerce industry. Inside, discover the 6 key factors that can make or break a customer's shopping experience.

  • 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.

  • 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.

  • 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.

  • 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.

  • Close the Omni-channel Customer Experience Gap

    Sponsored by: IBM

    If your customers cannot move smoothly across all channels, their experiences will suffer. Access this guide to learn how you can close the omni-channel customer experience gap and bring online visibility to your contact center.

  • How Leading Companies Provide Great Customer Experience

    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.

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