Call Center Into A Multi Channel Contact Center White Papers, Call Center Into A Multi Channel Contact Center Software, Call Center Into A Multi Channel Contact Center Research, Hardware and Services

Adapt your contact center for increased customer satisfaction by inContact

January 20, 2012 - (Free Research)

This video explains how you can combine interactive voice response (IVR) and ACD systems into one that tracks calls, call waits and offers "self-service" options for callers with a long wait. Watch this now to see a detailed overview of this all-in-one system that will save your organization money.

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Use effective call centers to build customer loyalty by Infor CRM

February 08, 2012 - (Free Research)

This 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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TouchPoints TV: Rochelle Schard, Infor by Infor WFM Workbrain

February 06, 2012 - (Free Research)

In a special interview with TouchPoints TV, Rochelle Schard, Director of Marketing for Infor, shared her first impressions of the NRF's BIG Show. Watch this videocast now to get an insider’s look at the conference and Infor’s latest tools and tactics for workforce management (WFM).

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Best Practices for Transforming to a Multi-Channel Contact Center by inContact

January 18, 2012 - (Free Research)

Read this white paper to get a framework, plan and recommended best practices for transforming your siloed contact centers into a multi-channel servicing environment.

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Create an Online Customer Feedback Loop with Your Call Center by Tealeaf

January 24, 2011 - (Free Research)

In this whitepaper, we will describe the business imperative for closing the multi-channel customer experience gap and discuss how doing so gives you opportunities to differentiate your business. Read on to learn more.

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Cisco Unified CRM Connector 3.0 by Cisco Systems, Inc.

The Cisco Unified Communications system is a full-featured business communications system built into an intelligent IP network.

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7 Best Practices for Speech Analytics by Autonomy, an HP company (E-mail this company)

December 28, 2011 - (Free Research)

Your customers are also calling, chatting, tweeting and emailing your contact center agents, sharing valuable information during each interaction. Download this complimentary white paper to learn how you can easily gather and leverage data from all customer interactions to assess how your agents are performing and improve the customer experience.

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Case Study: la Caixa - Bank takes customer and employee support to the next level by Hewlett-Packard Limited

January 05, 2012 - (Free Research)

With HP's contact centre and customer services, la Caixa was able to expand and continue to provide excellent service to their customers. Read this case study now to learn more about HP's call centre and contact centre offerings.

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Create an Online Customer Feedback Loop with Your Call Center by Tealeaf

April 01, 2011 - (Free Research)

Many retail financial services institutions (FSI) do not have any visibility or context outside of a single interaction channel. In this whitepaper, we will describe the business imperative for closing the multi-channel customer experience gap and discuss how doing so gives you opportunities to differentiate.

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SecurStor 2500 RAID by Excel Meridian Data, Inc.

SecurStor 2500 RAID is designed as a high-performance and high-availability solution, with multiple configuration options providing available No Single Point of Failure redundancy for up-to 64 TB of multi-host cluster-capable storage.

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The Inner Circle Guide to Speech Analytics by Calabrio, Inc.

January 25, 2012 - (Free Research)

Read this comprehensive paper to gain valuable information for getting the most out of a speech analytics system.

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Can Your Center Keep Up with the Changes? Manage the Avalanche of Complexity and Still Control Costs by Calabrio, Inc.

January 25, 2012 - (Free Research)

Read this white paper to learn more about the future changes with contact centers and the best ways to prepare your organization for these changes.

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North American Contact Center Industry 2011: A Mid-Year Update and Forecast by Calabrio, Inc.

January 25, 2012 - (Free Research)

This informative market update from The National Association of Call Centers (NACC) provides a comprehensive look at the industry.

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Words for the Ys: How to Leverage a Generation’s Strengths and Improve its Staying Power in the Contact Center by Calabrio, Inc.

January 25, 2012 - (Free Research)

This white paper provides insight on how to retain Generation Y contact center employees so your business can flourish and stay within budget.

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Customer Experience Exchange E-Zine Issue 2 by SearchCRM

January 31, 2012 - (Free Research)

This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies.

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Cloud Computing for the Call Center: The Next Revolution by inContact

May 04, 2010 - (Free Research)

The right cloud computing solution makes it possible for call centers to eliminate barriers created by obsolete premise-based solutions, achieve customer service excellence and continue business success. Find out how inContact is helping hundreds of call centers greatly reduce costs while simultaneously increasing customer satisfaction levels.

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Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis by inContact

August 08, 2011 - (Free Research)

This white paper presents the results of a total cost of ownership (TCO) analysis comparing premise-based and hosted contact center platforms.

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Transforming the Customer Experience: How Four Contact Centers Did It Successfully by inContact

September 15, 2011 - (Free Research)

If your organization isn't on the cloud yet when it comes to customer service, then you may be severely disadvantaged. Competition for customer service is increasing and your company needs all the latest tools to stay ahead of the game. Read this white paper to learn how four contact centers adopted agile cloud-based computing technologies.

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Call Center Workforce Management Software Best Practices by Infor WFM Workbrain

January 05, 2012 - (Free Research)

The 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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Avaya Aura Contact Center Scripting Demystified by Global Knowledge

May 18, 2011 - (Free Research)

Why is scripting so daunting to many IT pros? It's not an impossible skill to master - most people can master a simple system if they have the opportunity to practice. This white paper introduces an identifiable pattern that virtually all Contact Centers follow and associates key elements of that pattern with the corresponding scripting code.

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What’s New in VMware vSphere 5: Storage by Dell and VMware

February 08, 2012 - (Free Research)

Explore the new storage features in VMware vSphere 5.0 that can help your organization reduce complexity while achieving greater scalability. Discover how Storage DRS simplifies provisioning of VMs and monitoring of the storage environment with smart virtual machine placement and load balancing mechanisms based on I/O and space capacity.

(WHITE PAPER)

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Netflights.com uses Tealeaf in the call center to help generate 20% of all revenue by Tealeaf

November 04, 2010 - (Free Research)

To better differentiate in a highly competitive environment, Netflights.com decided that improving customer experience for its website, needed to be a key strategic initiative. This paper describes how Netflights.com leveraged Tealeaf for unprecedented visibility into their online channel, dramatically improving customer service and as a result.

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The power of Call Centers and Customer Loyalty by Infor CRM

February 06, 2012 - (Free Research)

Read this e-guide from our award-winning editorial team to learn strategies for how to utilize innovative technologies to improve your customer experiences, retain customers and gain loyalty.

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Commerce Anywhere: A Business and Technology Strategy to Maximize Cross-Channel Commerce Growth by Oracle Corporation

April 26, 2011 - (Free Research)

E-commerce has gone from fringe to foundation. Now, businesses must tailor their customer serivce approach to the more complex "anytime, anywhere" customer with mobile device in hand. This white paper from Oracle details the "commerce anywhere" approach.

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Making WFM Work: Best Practices and ROI Model by Calabrio, Inc.

January 24, 2012 - (Free Research)

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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