Call Center Software Research
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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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Cloud Cover for the Call Center: Meeting Demands Intelligently and Efficiently
Sponsored by: Oracle CorporationThis paper covers many of the complications and complexities of managing a call center. It explores the various solutions available and offers pros and cons to each of the options. It shows the positive financial impact picking the right choice can have.
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UCB Gains Efficiencies and Realizes Lower TCO with CallCopy Call Recording
Sponsored by: NACRUncover why a implementing a CallCopy recording solution that is easy to use, search, update, support and maintain can offer a lower TCO than other solutions, as well as fulfilling all your call recording needs.
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Apply the power of CRM to build customer loyalty
Sponsored by: Infor CRMThis tip guide comes straight from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Read on to learn how to utilize today's technologies for enhancing customer relationship management (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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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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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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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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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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8 Traits of IT-Friendly Contact Center and Web Customer Service Software
Sponsored by: eGain Communications Corp.In this white paper, we discuss eight IT-friendly software traits that minimize risk, maximize ROI, and encourage innovation. Although the focus of this paper is on contact center and web customer service software, the discussion is broad enough to be a valuable guide for any technology investment.
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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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Financial Giant Cuts Costs through Offshore Testing Services
Sponsored by: Hexaware TechnologiesLearn how one company was able to utilize cost effective offshore support for use acceptance testing (UAT) of customer applications, ensuring cost benefits and reduce failure rates.
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Hilton Reservations Worldwide
Sponsored by: AspectSince implementing the workforce management capabilities, HRW has seen data accuracy go from within ten percent of actual to within three percent of actual due to Aspect eWorkforce Management.
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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.