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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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Bringing Social Media Interactions into the Contact Center by Avaya
December 31, 2011 - (Free Research)
Think that leveraging a social media contact center strategy won't work for your business? You may want to check the facts. As this white paper explains, case studies of companies with successful social media strategies within their contact centers abound. Open this paper to discover the perhaps surprisingly significant business benefits.
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Social channels changing contact center certification by Salesforce.com
March 20, 2012 - (Free Research)
In this expert tip, find out which certification programs are getting overhauled, including those focused on individual call center managers and agents, such as the program from ICMI, and the costs associated with these certifications.
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Benchmarking in the contact center: Tips for managing what you measure by Avaya
December 31, 2010 - (Free Research)
Benchmarking projects are a great way for contact center organizations to improve their operations in order to reconcile competing demands from customers and the business. Read this white paper to learn best practices for executing a successful contact center benchmarking project.
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Social Media and the Contact Center (Avaya Trend Advisor) by Avaya
December 31, 2012 - (Free Research)
By now, we're all aware of what a powerful force social media can be for a business – be it positive or negative. But how should your business address what's happening in social media? Read on to find out.
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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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Best Practices for a contact center technology overhaul by Contactual (Now 8x8, Inc.)
June 10, 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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8 contact center best practices by Salesforce.com
March 20, 2012 - (Free Research)
Read this expert e-guide to see what Donna Fluss and Michael Krigsman have to say about how companies can ensure contact centers utilize new social media, video and mobile support to their best advantage.
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Supporting a Multichannel Contact Center by Verint Systems
February 13, 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.
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The Next-Generation Contact Center by Aspect
October 31, 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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Top Five Contact Center Trends for 2013 by Avaya
March 21, 2013 - (Free Research)
This resource offers five key trends that are reshaping customer experience management. Discover how successfully tap into these trends will give you the competitive advantage over those who fail to adapt to this rapid change.
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8 Traits of IT-Friendly Contact Center and Web Customer Service Software by eGain Communications Corp.
May 06, 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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Video: Deliver Your Customers the Right Answer at the Right Time by Oracle Corporation
October 31, 2012 - (Free Research)
Access this video to discover how you can deliver the right answer at the right time to customers no matter the channel. From self-service website queries to social media and your contact center, providing consistent and relevant answers faster increases customer loyalty and reduces costs.
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Is Social Media Transforming Your Business? by Oracle Corporation
March 01, 2012 - (Free Research)
It's no secret that social media has changed consumer behaviors – but most companies are struggling to capitalize on the unique opportunities it has to offer. Review this resource to learn how incorporating social media into knowledge management, contact centers, and the Web can substantially enhance your customer's experience.
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Sales 2.0: Tap Into Social Media to Drive Enterprise Sales Results by InsideView
August 26, 2009 - (Free Research)
Read this paper to learn how Sales 2.0 technology helps sales identify the right opportunities at the right time and determine the right people to contact. Also learn how this unique approach enables sales and marketing collaboration to drive productivity and close more deals in this increasingly connected world.
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Social Customer Service: The Pivotal Driver of the Social Enterprise by LiveOps
July 06, 2012 - (Free Research)
Read this paper to see how you can maximize your customer relationship management efforts through social customer service and foster brand loyalty, higher customer lifetime value, enhanced customer experience, and higher revenues.
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Developing the right social CRM strategies for improved customer service by Avaya
February 19, 2013 - (Free Research)
Today's exclusive resource examines that steps businesses should take to ensure the seamless integration of social CRM into existing tools and processes. Discover the value you can glean from analyzing and nurturing customer feedback from social media channels.
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Smarter Service: The Contact Center of the Future by Oracle Corporation
September 19, 2012 - (Free Research)
Today's consumers expect better service, better products, and better communication with retailers. Without a single view of the customer across all channels, retailers risk alienating customers and driving them to other brands. Many retailers are deploying software-as-a-service (SaaS) contact center systems to address these problems.
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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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Deploying Customer Service in the Cloud: The Four Phases from Implementation to Transformation by Oracle Corporation
November 2012 - (Free Research)
This white paper is a business guide for customer service executives and managers who have already made the decision to deploy customer service in the cloud but need further insight into the best practices for how to further evolve customer service in the cloud through four phases: implementation, consolidation, optimization and transformation.
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