Contact Center Services Research
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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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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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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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Close the Omni-channel Customer Experience Gap
Sponsored by: IBMIf 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.
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Seven Critical Capabilities to Demand From Your Cloud Contact Center Provider
Sponsored by: AspectDelivering exceptional customer service today means having a flexible and reliable contact center, as well as all the tools your agents need to be successful. Many companies are looking to cloud contact center platforms to meet these requirements, but what should you look for in a cloud solution?
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Deployment Flexibility
Sponsored by: AspectIn this white paper, explore two alternatives to traditional infrastructures: cloud deployments and managed services. Discover how managed services allow you to keep your contact center infrastructure on-premise without the burden of managing it, and how cloud deployments offer a scalable host solution with unparalleled flexibility.
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Avaya Asia Pacific Customer Experience Index 2013
Sponsored by: AvayaThis exclusive resource discusses the critical role that contact centers play in driving customer satisfaction and how your organization can ensure that your contact centers provide customers with the experience that they desire.
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Avaya Users Deploy Best-in-Class Practices to Improve Contact Center Performance
Sponsored by: AvayaThis exclusive paper examines how your organization can position itself to meet changing buyer needs by establishing best-in-class contact center programs. Read on and also discover 14 best practices that can ensure successful customer interactions.
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What Happens When They are Gone?
Sponsored by: VoltDeltaAccess this helpful resource to learn what to ask when searching for a cloud-based contact center tools -- especially interactive voice response (IVR) technology. Discover the hidden "red flags" that signal you to dig a little deeper before selecting a final vendor for your cloud contact center initiatives.
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The Hidden ROI of a Cloud-based Contact Center
Sponsored by: Five9Access this report from Aberdeen Group to examine some of the top business drivers for cloud-based contact centers. You'll also explore the benefits that the cloud offers contact centers, and how it improves customer experience over traditional call center deployments.
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Visa Desjardins Provides a Differentiated Customer Experience
Sponsored by: GenesysAccess this video case study today to learn how Visa Desjardins – the largest financial cooperative group in Canada – optimized customer service delivery by investing in a new blended call center environment.
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ICBC Builds Cutting-edge Contact Center as Part of their Customer-Centric Strategy
Sponsored by: GenesysThis case study reveals how Canadian insurer ICBC built a flexible, cutting-edge contact center as a key part of its customer-centric strategy, enabling the company to improve routing flexibility, increase customer satisfaction, and more.
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Loss from Legacy Call Center Infrastructure
Sponsored by: GenesysIs your legacy call center infrastructure limiting your organization's ability to increase efficiencies, reduce costs, and raise productivity? What's the true cost of a legacy call center? Answer these questions now by consulting this exclusive infographic.
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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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How Mobile Devices are Driving Innovations in Contact Centers
Sponsored by: AvayaFailing to adopt a customer service strategy for mobile devices could put your business at a serious disadvantage. Gartner research suggests that 80% of companies will suffer revenue loss from the lack of customer support on mobile devices by 2013. Read this paper to learn how to utilize the opportunities mobility offers customer service.
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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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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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Contact Center Security in the Cloud: Questions to Ask & Answers to Expect
Sponsored by: LiveOpsRead this white paper to learn what should be addressed when moving your contact center to the cloud including important security risks.
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Upgrading to Cisco Unified Communications Manager Business Edition 6000
Sponsored by: Cisco Systems, Inc.Learn how the Cisco Unified Communications Manager Business Edition enables your employees to collaborate in the office or on the road from desk phones, PCs or Macs, mobile phones, business tablets, or any combination.
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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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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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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.
