Contact Centers Research
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Overhauling a Legacy Contact Center: Starting Steps
Sponsored by: Five9Overhaul 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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AVST Corporate Overview: Delivering Interoperable UC to Organizations of All Shapes and Sizes
Sponsored by: AVSTUncover the multiple next-generation unified communications solutions available that can help boost and increase productivity without resorting to the "rip and replace" model.
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Winning the Customer Service Battle... In the Cloud
Sponsored by: Siemens Enterprise CommunicationsPoor 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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Seven Contact Center Trends You Can't Ignore
Sponsored by: Siemens Enterprise CommunicationsFor 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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Case Study: la Caixa - Bank takes customer and employee support to the next level
Sponsored by: Hewlett-Packard CompanySpain's La Caixa bank wanted to expand into international markets, but reaching new customers meant amping up its customer service experience. Read this brief case study to discover how La Caixa chose a contact center outsourcing service to improve its customer experience management, boost its competitive position, and ultimately drive growth.
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Aberdeen Agent Desktop Optimization: Agents Can Finally Focus on the Customer whitepaper
Sponsored by: SAP America, Inc.In the context of the contact center, being able to provide agents with insights needed to support and engage customers is critical to deliver a positive customer experience. And agent desktop optimization (ADO) initiatives help contact centers accomplish this objective by empowering agents. Continue on for insights.
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Network Evolution University: Video Conferencing and Collaboration
Sponsored by: SearchUnifiedCommunications.comIn this classroom, our experts examines how desktop video is enabling the focus on collaboration, best practices for using desktop video, and policies to manage its use and protect the network.
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Best practices for integrating your contact centre with salesforce.com
Sponsored by: ComputerWeekly.comAnalyst group, Nucleus Research explores how companies can use technologies such as Genesys Connect to deliver more value from their service cloud investment
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An Executive Guide to Video Communications
Sponsored by: AvayaConnecting dispersed workforces, partners, and clients doesn't have to be such a challenge – especially when you have video conferencing on your side. View this whitepaper to learn the benefits of this easy-to-use, affordable collaboration tool!
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Social Media and the Contact Center (Avaya Trend Advisor)
Sponsored by: AvayaBy 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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The Mobile Collaboration Solution for Midsize Enterprises
Sponsored by: AvayaAs employee mobility increases, it becomes crucial to offer a secure, seamless, real-time collaboration experience regardless of where and when users are working – and which device they leverage. Read now to learn about an available solution that can solve the problem for you.
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An Executive Guide to Video Collaboration
Sponsored by: AvayaUncover the direct benefits that video collaboration offers and how it can help meet the challenges in today's globally dispersed, mobile workplace. Also learn more about deployment considerations and details of a solution that provides the communications capabilities you're looking for.
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Getting the Right "Blend" in your Contact Center
Sponsored by: Five9Contact 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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The Next-Generation Contact Center
Sponsored by: AspectCustomers 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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Optimising the collection Process
Sponsored by: AspectThis white paper discusses optimization of the collections process, including risk management, list management, metrics, and more.
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From Workforce Management to Workforce Productivity
Sponsored by: AspectThis white paper reveals the technologies that support workforce productivity and offers tips for choosing the right supplier.
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Dying to Comply
Sponsored by: AspectIn 2010 when Ofcom, the United Kingdom's regulatory authority for communications industries, revised their regulations regarding outbound calling, businesses were outraged. Companies feared that the revisions would hinder their success. Read on to learn how complying with these changes can actually lead to improved performance and productivity.
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Workforce Management in a contact centre
Sponsored by: AspectIn 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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Delivering a Superior Customer Experience
Sponsored by: AvayaResearch shows that 90% of customer service decision-makers believe delivering quality service is paramount to success. But with tight budgets, businesses today need cost-effective ways of achieving higher service levels. Read on to learn how collaboration in your contact center can keep costs low while increasing service levels.
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How Mobile Devices are Driving Innovations in Contact Centers
Sponsored by: AvayaFailing 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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Bringing Social Media Interactions into the Contact Center
Sponsored by: AvayaThink 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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Best Practices in the Call Center: A Customer Touch-Point Methodology
Sponsored by: Oracle Corporation UK LtdOne of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions.
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Supporting a Multichannel Contact Center
Sponsored by: Verint SystemsConsult 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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Getting Sales Dialed In: Improving Process Efficiencies and Increasing Sales Using RingCentral
Sponsored by: RingCentralThis presentation transcript explores how cloud-based telephony can help increase call efficiency, improve manageability, and ensure that a sales opportunity is never missed.
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Customer Care in a Social World: Are We There Yet?
Sponsored by: Oracle CorporationThis paper explores and explains why the contact center is a key strategic focal point for customer engagement via social channels.
