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Case Study: Fast, reliable Payment Card Industry compliance by Dell SecureWorks UK
July 16, 2012 - (Free Research)
To avoid fines and meet an upcoming compliance deadline, call centre services provider, RESPONSE (Building Rewarding Relationships), needed to improve security. Read this paper to learn how the organisation secured an easily installed and managed security solution that could also be deployed in time to meet the looming deadline.
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Seven Contact Center Trends You Can't Ignore by Siemens Enterprise Communications
January 31, 2013 - (Free Research)
For customer service contact centers, it's critical to stay on top of the latest in technology and practices in order to provide your customers with the experience they expect. Check our this easy to read resource to discover 7 trends in contact center strategy, so that you can prepare your organization for what's to come
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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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Winning the Customer Service Battle... In the Cloud by Siemens Enterprise Communications
April 04, 2013 - (Free Research)
Poor customer service is a costly business practice. The time to differentiate your customer service strategy is now – and the cloud can help. View now to learn about cloud contact centers and how they can benefit your business.
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3-2-1 Contact the Call Center by SearchCRM
January 31, 2013 - (Free Research)
Contact centers can't live in the past. This three-part handbook offers insight into how contact centers can modernize an agent's tools to meet the demands and needs of customers whose mobile and social empowerment has put companies in the virtual hot seat.
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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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Customer Experience Exchange E-Zine: Issue 3 by SearchCRM
March 20, 2012 - (Free Research)
In this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%.
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Benefits of Cloud-Based Communications by Interactive Intelligence, Inc.
April 24, 2012 - (Free Research)
This presentation transcript explores the options of moving your contact center applications and Unified Communications strategies to the cloud. Uncover the benefits and opportunities of cloud-based solutions and potential pain points, and get help deciding if the cloud is a good option for your organization.
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Cisco Training: June – December 2010 by Global Knowledge
July 06, 2010 - (Free Research)
In this training guide you’ll learn: Routing and Switching, Unified Communications and Contact Center, Security, Data Center and Storage, Unified Wireless, Optical Networking, Service Providers and so much more.
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International Cruise & Excursions, Inc. by Aspect
March 2008 - (Free Research)
ICE contact center staff had been using Excel spreadsheets to schedule agents, which was an inefficient and difficult practice, Since the agents are the primary drivers of the company's sales.
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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.
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Webinar: Why BPO American Support Chose a Cloud Contact Center by Five9
June 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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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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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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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.
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The Next-Generation Contact Center by Aspect
October 2012 - (Free Research)
Customers have more power than ever before in the buying process thanks to social media – experience can quickly be posted or tweeted, either boosting or slandering your brand reputation. Read this Forrester report to learn 6 features they recommend for future contact centers and a 4-step roadmap to better customer service.
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Cloud-based Contact Center Software Gives Expert Planet the Edge by Five9
January 2013 - (Free Research)
View this white paper to learn more about the focus Expert Planet placed on cloud-based contact center from the beginning. It explores the development productivity gains and the greater efficiency achieved through Salesforce integration. Develop a better understanding of cloud-based benefits by reading this white paper now.
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Getting the Right "Blend" in your Contact Center by Five9
January 2013 - (Free Research)
Contact centers that offer both inbound and outbound capabilities have the ability to maximize revenue and optimize productivity. Read this white paper to learn more about a solution to help your business gain the most revenue. Find out some of the advantages provided by cloud-based call centers by reading this resource now.
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