Deploying Customer Service in the Cloud by Oracle Corporation UK Ltd
November 30, 2012 - (Free Research)
Read this white paper for best practices in deploying customer service in the cloud. Learn how to successfully implement, consolidate, optimize, and transform your customer experience management strategy and sustain a long-term competitive advantage.
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Customer Experience: Empower Your Agents by Oracle Corporation UK Ltd
December 19, 2012 - (Free Research)
View this brief video to learn what your business's customer service and support systems should look like. Watch this on-demand video now to find out why simplicity and ease-of-use is key to delivering the best possible customer interactions.
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Best Practices in the Call Center: A Customer Touch-Point Methodology by Oracle Corporation UK Ltd
October 10, 2012 - (Free Research)
One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions.
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Webinar: Why BPO American Support Chose a Cloud Contact Center by Five9
June 11, 2013 - (Free Research)
In this in-depth webcast, discover the top seven reasons why American Support, a leading outsourced contact center company, chose the cloud for their contact center and explore the benefits they currently experience from this strategy. Also, learn the most important questions to ask a cloud provider when looking into cloud technology.
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Contact Center Consolidation by CosmoCom, Inc.
March 2008 - (Free Research)
Improving access to contact center resources is more challenging when agents are distributed across multiple locations. View this webcast for insight into Contact Center Consolidation.
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Seven Trends Driving Effectiveness in the Contact Center by Avaya
April 2013 - (Free Research)
Customers want to use social media, video, instant messaging and more to contact you - and they want to do it quickly. In this resource, check out seven key trends that are driving effectiveness in the contact center.
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HR Excellence in Content Management by OpenText
March 2013 - (Free Research)
View this resource to learn more information about the use of technology-based content management and its effect on human resource shared service delivery. It explains the need for a more comprehensive approach to content management systems that are easily accessible from different channels.
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Big Data in the Contact Center by Avaya
May 2013 - (Free Research)
Collecting contact center data is just the first step to serving your customers more effectively. Understanding qualitative data using the newest analytics technologies is also essential - learn how to turn your data into actionable intelligence in this helpful resource.
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Siemens EMEA support organization enhances quality and productivity with Aspect by Aspect
March 2013 - (Free Research)
Siemens PLM software struggled with disparate contact centers across multiple countries. Check out this brief case study to explore how Siemens leveraged a customer contact application to unite all incoming and outgoing customer interaction, as well as support unified communications and collaboration amongst its entire workforce.
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Blended interaction : For Inbound and Outbound by Aspect
April 2013 - (Free Research)
Finding a way to unify, streamline, and simplify communication between employees and customers is key to great customer experience. This resource explores how blended interaction leverages modern enterprise technologies to connect call center agents, consumers, and knowledge workers through a multitude of channels.
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Turning Social Media into a Game-Changing Customer Care Channel by Aspect
May 2013 - (Free Research)
Today's customers demand highly personalized, engaging experiences, and leveraging social media to transform your contact center is a way to surpass these expectations. Access this whitepaper to learn how combining contact center best practices with social media CRM technologies can increase the effectiveness of your customer interactions.
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Productive Workforce by Aspect
March 2013 - (Free Research)
Many contact centers can't keep up with the demands of the "Consumer 2.0" due to outdated technologies and inefficient call center staffing. In this resource, discover how a workforce optimization strategy can help you improve customer experience and reduce cost per interaction.
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Cellular One by Aspect
April 2013 - (Free Research)
Cellular One relied on inefficient technologies that required too much manual labor and resulted in sub-par customer interactions. In this case study, discover how they leveraged a single-platform strategy to drastically enhance their customer experience by combining workforce, quality and performance management capabilities with CRM technology.
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Keeping Pace with the Consumer by Aspect
March 2013 - (Free Research)
Customers are demanding high levels of service from a variety of new channels - channels that bring both risk and opportunity for CRM. This helpful whitepaper outlines the key capabilities of a next-generation contact center and explores the various tools you should consider for supporting a collaborative CRM initiative.
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Making the Back Office Pay by Aspect
March 2013 - (Free Research)
42% of contact center decision-makers say they're unable to effectively manage end-to-end workflow of customer interactions, and one of the main reasons for this is sub-par back-office processes. In this resource, explore how improving back-office staff utilization and performance results in more accurate, timelier responses to customer queries.
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A contact center manager's guide to integrating self-service by KANA
(E-mail this company)
August 2012 - (Free Research)
Leveraging self-service technologies in your contact center can significantly reduce costs, but successful implementation is tricky. Gain expert advice on how to ensure your self-service contact center initiative is a success. Read on to learn self-service contact center best practices, how to obtain executive support, and more.
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Overhauling a Legacy Contact Center: Starting Steps by Five9
May 2013 - (Free Research)
Overhauling legacy contact center technology is often costly and time-consuming, but it doesn't have to be. This expert e-guide offers advice on deciding when it's time to upgrade your contact center, making the business case for an overhaul, and important change management considerations.
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Cost-Saving Tips for Contact Centers by Five9
May 2013 - (Free Research)
For 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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5 Ways to Optimize Your Workforce by Aspect
December 2012 - (Free Research)
You need to provide a flexible, efficient and consistent customer experience, but with the myriad of communication channels available today, legacy service strategies are inadequate. Read on to learn how unified communications and workforce optimization can provide the visibility and control needed to deliver exceptional customer service.
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Optimising the collection Process by Aspect
December 2012 - (Free Research)
This white paper discusses optimization of the collections process, including risk management, list management, metrics, and more.
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Dying to Comply by Aspect
October 2011 - (Free Research)
In 2010 when Ofcom, the United Kingdom's regulatory authority for communications industries, revised their regulations regarding outbound calling, businesses were outraged. Companies feared that the revisions would hinder their success. Read on to learn how complying with these changes can actually lead to improved performance and productivity.
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Workforce Management in a contact centre by Aspect
June 2012 - (Free Research)
In order to remain competitive, you need exceptional, 24x7 customer service. Savvy companies are integrating contact center processes with workforce management practices in order to enhance their service strategies. Read this expert report to learn 9 key business processes and 6 technologies required for a successful initiative.
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