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Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service by SAP America, Inc..
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Deploying a Contact Center in the Cloud: A Guide to Best Practices by Genesys

July 31, 2012 - (Free Research)
Modern organizations are often turning to cloud-based contact center models in order to engage with customers via more channels and access a wide range of features in a cost-effective manner. In this white paper from Ovum research, discover 10 best practices for deploying and managing a cloud-based contact center. 
(WHITE PAPER) READ ABSTRACT |

A contact center manager's guide to integrating self-service by KANA (E-mail this company)

August 01, 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. 
(EBOOK) READ ABSTRACT |

New Contact Center Megatrends and How to Ride them: The Contact Center Executive’s Guide to Career Success in Turbulent Times by eGain Communications Corp.

February 17, 2010 - (Free Research)
Megatrends are not fads; they won’t go away after a while. The trick is to embrace change and stay ahead of these trends instead of getting swept away. This paper discusses what the seven megatrends of transforming contact centers today. Read on to learn more about these trends and learn some proven ways of how to benefit from them. 
(WHITE PAPER) READ ABSTRACT |

E-Book: The Executive’s Guide to Contact Center Technology Planning by inContact

May 12, 2010 - (Free Research)
In this e-book learn about emerging contact center technology trends and newer options like self-service technology, analytics and Web 2.0. Find out about 10 must-have technologies for the contemporary contact center. Learn how to select the best technology to meet your needs, and read expert advice for setting up contact center technology. 
(EBOOK)

A contact center manager's guide to integrating self-service by inContact

May 04, 2011 - (Free Research)
Do you feel pressured to provide great service while keeping costs down in your contact center? Self-service technology enables customers to resolve their own service questions without depleting agent resources. But deploying self-service technology raises many questions. Learn best practices and tap into expert advice with this eBook. 
(EBOOK) READ ABSTRACT |

Hosted Contact Center and On-Premises Centers Demystified by Genesys

March 24, 2014 - (Free Research)
Choosing between an on-premises or a hosted contact center isn't easy, and unfortunately, this decision is further complicated by misconceptions about the differences between the two and what "hosted" and "on-premises" mean. This expert e-guide aims to clarify those definitions and set straight the misconceptions. 
(EGUIDE) READ ABSTRACT |

Multi-Channel Contact Center Metrics for Analyzing Customer Satisfaction by Five9

March 14, 2014 - (Free Research)
This exclusive e-guide discusses the contact center metrics necessary to measure customer experience across multiple channels, including: chat, communities, email, social media, text messaging, and more.  Also, get an in-depth look at social media channels and how to avoid the top five pitfalls of social media in the contact center. 
(EGUIDE) READ ABSTRACT |

Advanced Technologies Key to Next-Gen Contact Centers by LogMeIn, Inc.

March 27, 2014 - (Free Research)
Access this helpful e-guide to learn how to improve customer experience by equipping contact center agents with the right tools and technologies. Discover why Forrester Research analyst Art Schoeller recommends an "outside-in approach" to acquiring new contact center technologies, and explore his key considerations for adopting new tools 
(EGUIDE) READ ABSTRACT |

A More Social Contact Center by LogMeIn, Inc.

March 25, 2014 - (Free Research)
This expert e-guide describes the importance of developing a formal social media strategy and leveraging WFM software to manage social media contact center volume. Also, see what's on Comcast Corp.'s 10-step "cheat sheet" for building a social call center strategy. 
(EGUIDE) READ ABSTRACT |

Contact Center: Mobile Apps and KPI to Boost Customer Satisfaction by Five9

March 13, 2014 - (Free Research)
In this expert e-guide, explore the emergence of mobile contact center apps for creating a better customer experience.   You'll also discover best practices for cutting through copious contact center data with key performance indicators (KPI). 
(EGUIDE) READ ABSTRACT |

New Contact Center Metrics to Fit Busy New Customers by Aspect

March 14, 2014 - (Free Research)
View this exclusive e-guide to learn more from Fluss and other CRM experts as they explore the right and wrong way to leverage mobility to reach busy customers, as well as how to implement new contact center metrics to measure the effectiveness of new channels -- including email, chat, and social media. 
(EGUIDE) READ ABSTRACT |

Contact Center's Strategic Role Within Broader CEM Initiatives by Five9

March 13, 2014 - (Free Research)
This expert e-guide provides best practices for connecting the contact center and IT departments for stronger collaboration and overall CEM success.  Learn more about the strategic role the contact center can play in overall CEM initiatives by reading now. 
(EGUIDE) READ ABSTRACT |

Roadmap for Implementing a Multi-Site IP Contact Center by Avaya Inc.

May 2008 - (Free Research)
Explore a three-part guide to identifying the potential presented by Internet Protocol (IP), building a business case for migration to IP and ultimately designing and implementing an IP infrastructure. 
(WHITE PAPER) READ ABSTRACT |

Contact Centers for Dummies by Avaya Inc.

November 2008 - (Free Research)
This guide provides a high-level approach to the different methodologies with lots of information not only on running contact centers, but also on implementing technology in contact centers in a profitable way. 
(WHITE PAPER) READ ABSTRACT |

8 Traits of IT-Friendly Contact Center and Web Customer Service Software by eGain Communications Corp.

May 2010 - (Free Research)
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. 
(WHITE PAPER) READ ABSTRACT |

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. 
(EGUIDE) READ ABSTRACT |

A more social contact center by Salesforce.com

March 2012 - (Free Research)
In this expert e-guide, you will discover ways that contact centers are using social media channels to manage customer contact volume and the 10 steps to creating a call center social media strategy. 
(EGUIDE) READ ABSTRACT |

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. 
(EGUIDE) READ ABSTRACT |

Why Workforce Management and Contact Centers Should go Hand-In-Hand with Customer Experiences by Aspect

March 2014 - (Free Research)
In this expert e-guide, learn why companies should focus on an "outside-in" approach to customer experience management (CEM) and workforce management. Discover how "workforce management gives you the tools to manage and optimize staff and, in doing so, keep your costs as low as possible" according to DMG Consulting's Donna Fluss. 
(EGUIDE) READ ABSTRACT |

CRM Buyer’s Guide – 2011 Edition by SearchCRM

June 2011 - (Free Research)
Welcome 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. 
(EBOOK)

Supporting a Multichannel Contact Center by Verint Systems

February 2013 - (Free Research)
Consult 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. 
(EGUIDE) READ ABSTRACT |

Call Center Analytics: The Bottom Line by Genesys

November 2013 - (Free Research)
This expert e-guide homes in on customer experience analytics and the tools and strategies that lead to success. Also inside, separate contact center analytics fact from fiction. 
(EGUIDE) READ ABSTRACT |

Building CEM Expertise for Business Value by Genesys

August 2013 - (Free Research)
In this expert e-guide, discover why the contact center should play a more pivotal role in customer experience management, and learn how to merge siloed processes to create a more cohesive customer experience. 
(EGUIDE) READ ABSTRACT |

Workforce Management Applications: FAQ and Best Practices by Genesys

March 2014 - (Free Research)
Workforce management (WFM) applications are among the most important productivity tools in contact centers. In this e-guide, learn how to incorporate WFM software into your broader HR landscape, and how to achieve maximum productivity with WFM. 
(EGUIDE) READ ABSTRACT |

Use effective call centers to build customer loyalty by Infor CRM

February 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. 
(EGUIDE) READ ABSTRACT |

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