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How Mobile Devices are Driving Innovations in Contact Centers by Avaya
October 29, 2012 - (Free Research)
Failing to adopt a customer service strategy for mobile devices could put your business at a serious disadvantage. Gartner research suggests that 80% of companies will suffer revenue loss from the lack of customer support on mobile devices by 2013. Read this paper to learn how to utilize the opportunities mobility offers customer service.
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Cost-Saving Tips for Contact Centers by Five9
May 10, 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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Contact Center Consolidation by CosmoCom, Inc.
July 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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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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Overhauling a Legacy Contact Center: Starting Steps by Five9
May 2013 - (Free Research)
Overhaul of legacy contact center technology is often extremely 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 technology, making the business case for an overhaul, and important change management considerations.
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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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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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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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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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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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Contact Center for Dummies by Avaya
July 2011 - (Free Research)
With the emergence of worldwide competition in the contact center business, working from a defined methodology is becoming increasingly important. This guide provides an approach to the different methodologies you can use, with information not only on running contact centers, but also on implementing contact center technology in a profitable way.
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Independent Lab Comparative Review by Avaya
June 2011 - (Free Research)
MierConsulting engineers conducted an hands-on, comparative review of three leading contact center packages, focusing on these products' multimedia, mixed voice and text-based contacts - capabilities.
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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.
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Oracle PeopleSoft CRM Integration into the Contact Center by AMC Technology
May 2008 - (Free Research)
This technical integration brief explains how the PeopleSoft CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC.
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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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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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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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Six Best Practices for Agent Knowledge Management by KANA
(E-mail this company)
June 2012 - (Free Research)
Knowledge management can be a useful tool for improving the quality and efficiency of your contact center operations. This paper outlines a series of best practices to help you achieve maximum results from knowledge management within the contact center that will ultimately lead to better customer service, and higher revenues.
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Contact Center Consumer Preference eBook by Avaya
February 2013 - (Free Research)
You need to deliver a positive experience without sacrificing profitability—which requires balancing the needs of your customers with the realities of your business. Gain insight from a recent study to discover what today's consumers think about contact centers. In this eBook we will build on these insights and evaluate the results.
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