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Featured Sponsors
Optimising the collection Process by Aspect
December 19, 2012 - (Free Research)
This white paper discusses optimization of the collections process, including risk management, list management, metrics, and more.
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A more social contact center by Salesforce.com
March 20, 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.
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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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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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Seven Contact Center Trends You Can't Ignore by Siemens Enterprise Communications
January 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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Integrated vs. Unified: Five Reasons Why Contact Centers Must Get Unified by Aspect
August 2010 - (Free Research)
This paper presents the main differences between integrated and unified contact centers, and gives five reasons why it is imperative for contact centers to adapt a unified solution. Read on to learn how adopting such a solution can increase productivity, decrease costs, and enhance the customer experience, thereby increasing customer loyalty.
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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.
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Best Practices for a contact center technology overhaul by Contactual (Now 8x8, Inc.)
June 2011 - (Free Research)
Tap into the expert advice in this eBook to choose technology that will help you leverage multiple contact channels, effectively monitor agent interaction and deliver an excellent customer experience.
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Finally, a Simple Way to Deploy a Customer Contact Center by Contactual (Now 8x8, Inc.)
February 2010 - (Free Research)
The goal of customer interaction is to provide consistent and efficient service across all areas of customer contact channels. In this paper we examine two alternatives: building a contact center in-house versus using an online service such as Contactual OnDemand Contact Center to interact efficiently with customers.
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A contact center manager's guide to integrating self-service by inContact
May 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.
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Customer Experience Exchange E-Zine Issue 2 by SearchCRM
January 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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First Contact Resolution by Pegasystems
May 2011 - (Free Research)
Contact centers have perfected the art of tracking customer inquiries, but first contact resolution is still alluding them. The key to solving the problem-- not just answering, but resolving the issue.
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7 Habits of Highly Effective Contact Centers and Help Desks by eGain Communications Corp.
February 2010 - (Free Research)
In this paper, we discuss seven traits of successful contact centers and help desks, backed by stories and tips from our customers - some of the world’s most innovative customer service and support organizations. Read on to learn more about the seven habits that could set your contact center or help desk on the path to success and growth.
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3-2-1 Contact the Call Center by SearchCRM
January 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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Hosted Contact Center Market Report: DMG Consulting by LiveOps
March 2011 - (Free Research)
Hosted contact center adoption is increasing rapidly. Solutions provide quick deployment, quantifiable ROI, scalability, ongoing investment protection, reduced maintenance burden and minimal cash outlays. DMG Consulting, a leading contact center firm, has just released this new report discussing key market trends, ROI benefits, and key players.
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