Call Center Services Research
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Advanced Technologies Key to Next-gen Contact Centers
Sponsored by: TechTarget Customer ExperienceAccess this helpful e-guide to disscover what a Forrester Research analyst recommends when acquiring new contact center technologies- find out how to address software integration needs, social media challenges, and the growing need for accurate analytics.
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SIP contact centers: Key benefits and potential challenges
Sponsored by: TechTarget SecurityLearn how Session Initiation Protocol (SIP), unified communications (UC) and contact centers fit hand in hand in this e-guide from SearchUnifiedCommunications.com.
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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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Speech Analytics: Best Practices for Analytics-Enabled Quality Assurance
Sponsored by: Calabrio, Inc.This white paper provides tips and best practices for succeeding with speech analytics and using it to enhance your quality assurance (QA) process.
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Cisco Unified Communications: New Deployment Models for Communications and Collaboration
Sponsored by: Cisco Systems, Inc.This whitepaper examines the differences between the options and show you how Cisco Unified Communications and Collaboration solutions give you the flexibility to determine the best option for your business.
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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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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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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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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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How to Get the Cisco Tech Support You Need, Online
Sponsored by: Cisco Systems, Inc.IT and telecom staff in small businesses (up to 250 employees) meet up at what Google Analytics reports is one of the most popular support sites of its size—the Cisco Small Business Support Community. Whenever you need technical support, or want to learn more about your technology, connect with the community and get support. Read on to learn more.
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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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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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Listen and Learn - Improving Operations by Utilizing Customer Feedback
Sponsored by: Mindshare TechnologiesOrganizations can obtain and analyze feedback from a department, region, branch, or most importantly, an individual employee.
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Still Struggling to Reduce Call Center Costs without Losing Customers?
Sponsored by: SAP AGEfficient call centers that also meet customer expectations is a challenge that many organizations face. Discover the key steps to turning your call center into a strategic asset.