Contact Center Software Research
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Is Your Contact Center Ready for an Overhaul?
Sponsored by: TechTarget Customer ExperienceModernizing contact centers isn't easy - it can require a lot of time and money, which is why many organizations are hesitant. This expert E-Guide addresses the difficult question - when is right time to overhaul contact center technology? And how can you ensure that the right technologies are put into place?
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Is it time to reevaluate your workforce management tools?
Sponsored by: TechTarget Business AnalyticsWorkforce management (WFM) tools are no longer a nice-to-have. In order to be successful in today's mobile, global market you need WFM practices that keep your business running smoothly. Access this e-guide to discover why legacy WFM tools are falling short and learn key factors to consider when upgrading your WFM system.
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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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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 Reshaping the Customer Experience: Learn how a mobility strategy can drive innovation and add a competitive edge to your contact center
Sponsored by: AvayaThis resource details the opportunities that mobility presents for contact centers, and offers guidance to help you weave these opportunities into a strategy that empowers you to capitalize on mobile benefits and sharpen your competitive edge.
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Cost-Saving Tips for Contact Centers
Sponsored by: Five9For service organizations looking to cut costs, the contact center is the go-to department, seeing as it often has high staffing counts within the company. Check out this expert e-guide to learn how you can effectively identify opportunities and decrease spending in your contact center, without sacrificing customer experience.
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Discover, deliver and set the right customer experience expectations
Sponsored by: GenesysThis expert resource examines the ways businesses can make sure that their organizations are empowering agents with the right technology to resolve problems by providing the right information to the agent at the right time and proactively discovering and delivering on customer expectation.
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Benchmarking in the contact center: Tips for managing what you measure
Sponsored by: AvayaBenchmarking projects are a great way for contact center organizations to improve their operations in order to reconcile competing demands from customers and the business. Read this white paper to learn best practices for executing a successful contact center benchmarking project.
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Six Best Practices for Agent Knowledge Management
Sponsored by: KANAKnowledge management can be a useful tool for improving the quality and efficiency of your contact center operations. This paper outlines a series of best practices to help you achieve maximum results from knowledge management within the contact center that will ultimately lead to better customer service, and higher revenues.
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Business Case for Integrated Unified Communications and Contact Center Solution
Sponsored by: ShoreTel - OLDIn this whitepaper, discover how using unified communications (UC) in your contact center can help you increase effective communications between employees and clients, which will improve your customer satisfaction, retention, and loyalty rates.
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Use effective call centers to build customer loyalty
Sponsored by: Infor CRMThis tip guide features chapter 6 from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Access this resource now to learn how to align business process with customer relationship management (CRM) initiatives, tips for CRM strategy and how to effectively leverage the call center to improve customer loyalty.
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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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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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Boosting Contact Center Capabilities with UC and SIP
Sponsored by: IBMUnified Communications and the contact center were once perceived as different, but these two business functions and technologies are linked. Today's IT and contact center architects can leverage UC applications capabilities and integrate Session Initiation Protocol (SIP) and SIP trunking to create more proactive and reactive customer service.
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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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Eight Essential Steps: Moving the Contact Center Beyond Operational Efficiency to Business Effectiveness
Sponsored by: AspectThis paper explains how to move the contact center beyond operational efficiency to business effectiveness and provides best practices employed by businesses that already operate their contact centers as profit centers and touching on the technology that makes it possible. Read on to learn how to transform your contact center into a profit center.
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Integrated vs. Unified: Five Reasons Why Contact Centers Must Get Unified
Sponsored by: AspectThis paper presents the main differences between integrated and unified contact centers, and gives five reasons why it is imperative for contact centers to adapt a unified solution. Read on to learn how adopting such a solution can increase productivity, decrease costs, and enhance the customer experience, thereby increasing customer loyalty.
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Seven Things to Consider When Developing a Unified Communications (UC) Strategy
Sponsored by: AspectUC can increase revenue and enhance customer relationships all while reducing costs, but developing a UC strategy can seem like a daunting task. In light of this, this paper outlines 7 things organizations should consider as they begin to develop a UC strategy. Read on to learn some helpful hints and strategies to ensure a successful UC deployment.
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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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Beyond VoIP: Enterprise Perspectives on Migrating to Multi-modal Communications and Wireless Mobility
Sponsored by: Avaya Inc.As per this report the industry providers are already delivering the new piece parts for such convergence, although new standards are still evolving to enable maximum interoperability across converged telecommunication infrastructures.
