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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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Implementing Cisco's Web 2.0 Collaboration Technologies by Global Knowledge
May 26, 2009 - (Free Research)
As technology evolves, there is a never-ending question to designers and implementers: "What is coming next?" The answer is "Collaboration." The move to collaboration is strengthened by the actions of Cisco and Microsoft, as they have each unveiled several collaborative technologies and the means to integrate them utilizing Web 2.0 programming.
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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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Should Your Email Live In The Cloud? A Comparative Cost Analysis by Google Apps
January 05, 2009 - (Free Research)
Content provided by Google. This report presents a spreadsheet cost model to help you calculate your fully loaded on-premise email costs and compare it against cloud-based alternatives. Bottom line: Cloud-based email makes sense for companies or divisions as large as 15,000 users.
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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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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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Business Skill Courseware by SkillSoft Corporation
SkillSoft’s Business Skills Library focuses on behavioral skills that are designed for business professionals and key to performance regardless of job responsibility, as well as the skills and knowledge that are relevant to the various areas of functional responsibility in today’s business organizations.
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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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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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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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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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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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IT Courseware by SkillSoft Corporation
SkillSoft's IT Skills instruction is designed to encourage and prompt frequent learner interaction with the course content. SkillSoft maintains courseware integrity and effectiveness by offering a balance of thorough instruction, challenging practice exercises and quizzes.
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KnowledgeNote: The C-Suite May Not Be Your Lead Sweet Spot by KnowledgeStorm, Inc
(E-mail this company)
May 08, 2006 - (Free Research)
Is the C-suite really the best source of early leads that will convert to revenue for your company? New research from KnowledgeStorm unveils some surprising results that call this common conception into question, and should have technology marketers re-examining their lead targeting strategies.
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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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