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Contact CentersResearch

  • Transforming Customer Experience in the New Digital World

    Sponsored by: Genesys

    Companies are expected to facilitate new social, mobile and web platforms in order to interact with customers – resulting in independent interaction points handled by disparate systems and disconnected employees. This white paper discusses a holistic approach to digital channels, and how to transform the end-to-end customer journey.

  • Best Practices for Improving Back Office Workforce Efficiency

    Sponsored by: Genesys

    70% of customers report that they have ended a relationship due to poor customer service, a statistic that demands companies be at the top of their capabilities. View this in-depth whitepaper to discover an extensive 7 step guide to streamlining workforce efficiency, ultimately keeping customers happy.

  • Orbitz For Business Delivers 300-500% ROI With Outsourced Lead Generation

    Sponsored by: Invenio Marketing

    This case study discusses the advantages of outsourcing lead generation and appointment setting, and the profitable results Orbitz saw from these services.

  • The Makings of a Modern Contact Center

    Sponsored by: SearchCRM

    Choosing between a hosted or on-premises model -- or a blend of the two -- is the first step to modernizing customer relationship management systems today.

  • Create a Business Continuity Plan for the Contact Centre

    Sponsored by: Genesys

    Companies today need to have a business continuity plan that covers more than minor application downtime -- they need to be ready for the very real possibility of natural or man-made disasters. How prepared is your contact centre for disaster? Find out in this white paper.

  • Leverage Data to Enhance Customer Experiences

    Sponsored by: Invenio Marketing

    This e-guide highlights how Disney, Cincinnati Bell, and other organizations can benefit from digital data and analytics to help improve customer experiences. Don't let valuable data slip through your fingers -- read now to learn how to take advantage of available customer information that results in maximum benefits for you and your customers.

  • Strategizing to Differentiate: 4 Steps to Virtualize your Contact Center

    Sponsored by: Genesys

    Good customer service has become strategically important for companies, yet at the same time, many customer service professionals need to do more with less. Creating a virtual Contact Center environment allows companies to achieve both goals.

  • Comparing the Total Cost of Ownership of TDM and SIP Contact Centres

    Sponsored by: Genesys

    Are you paying too much to run your ACD/PBX based Contact Centre? Does your traditional hardware-based infrastructure stand in your way when trying to offer new services? Are you locked into a vendor with a proprietary platform? Get this white paper on Comparing the Total Cost of Ownership of TDM and SIP Contact Centre.

  • Analyst Predictions 2014: Customer Support and the Engaged Enterprise

    Sponsored by: Genesys

    As customer experience is being elevated to a top-executive commitment, the customer engagement center/contact centre is uniquely positioned to be at the epicenter of the customer experience revolution. Get this research note on Gartner predictions for 2014 and beyond.

  • Taking on Challenges with Award Winning Workload Management

    Sponsored by: Genesys

    Based on Frost & Sullivan's recent analysis of the workload management market, Genesys won the 2013 Global Frost and Sullivan award for Technology Innovation in Workload Management.

  • Transforming Customer Experience in the New Digital World

    Sponsored by: Genesys

    This white paper will show you how taking a holistic approach to digital channels in the contact center and beyond and integrating them into your customer experience strategy allows you to transform the end-to-end customer journey and deliver consistent, seamless and personalized experiences across all channels, touchpoints and interactions.

  • Top 5 Steps to a World Class Contact Centre

    Sponsored by: Genesys

    In this expert resource you'll find five key steps to keep in mind when building a world-class contact centre in today's rapidly changing customer landscape.

  • Meeting Demands, Exceeding Expectations: The Future of Workload Management

    Sponsored by: Genesys

    Customers expect a great end-to-end experience, whether work is accomplished in the enterprise or in the back office, it's all part of the Customer Service Value Chain. Is your enterprise meeting this expectation? What about in the future?

  • 6 Secrets to Offering Exceptional Customer Service

    Sponsored by: Salesforce

    There is always room for improvement in serving your customers.  In a poll, only 7% of customer experiences exceeded their expectations.  In this eBook, we'll show how your customers, employees and brand can come together to earn a "customer for life." Download now.

  • Preserve Customer Experience Consistency and Loyalty in a Multi-Sourced Contact Center

    Sponsored by: Genesys

    Many organizations are taking a multi-sourcing approach to contact center services, but it doesn't come without its risks -- what should you look out for? Find out in this white paper, and learn how you can avoid the perils of lackluster service and disappointing cost savings with a common hosted contact center platform.

  • How Cloud-Based Contact Centers Improve Customer Experience

    Sponsored by: Genesys

    In a recent survey, 60% of respondents said executives want to differentiate their organization based on customer experience management (CEM). In this technology adoption profile, explore current CEM trends -- including goals, strategies, and challenges -- as well as how to improve customer experience with the right contact center technologies

  • Five Simple Strategies to Make Your Contact Center a Success

    Sponsored by: Genesys

    View this informative white paper to learn how to cost-effectively increase the level of service in your contact center with the right technology. Discover five best practices to make your call center a success.

  • Deploying a Contact Center in the Cloud - A Guide to Best Practices

    Sponsored by: Genesys

    To effectively engage with customers across a newly-broadened spectrum of channels, savvy organizations are looking to cloud-based contact centers. In this white paper, discover 10 best practices for deploying and managing cloud-based contact centers that will help you keep costs down, customers happy, and processes efficient.

  • Deepening Customer Experience: Analyzing, Optimizing and Integrating CEM

    Sponsored by: KANA

    "It's difficult to have a single view of the customer because of all the forms of communication," says Donna Fluss of DMG Consulting. As customer experience management (CEM) spans multiple departments and tools, optimizing CEM can be a complex and daunting task. Fortunately, this expert e-guide serves as a roadmap to CEM transformation.

  • The Knowledge Base of the Future: Five Cutting-Edge Ideas You Can Implement Now

    Sponsored by: KANA

    Building a reliable, extensive knowledge base is essential for delivering relevant, efficient customer experiences. It helps employees access information faster and enables customers to serve themselves. View this white paper to uncover five cutting-edge ideas to help you build a next-gen knowledge base.

  • Omni-Channel Customer Service Demands the Intelligent Contact Center

    Sponsored by: KANA

    In order to respond to changing customer expectations, contact centers must evolve to an omni-channel, context-aware platform. In this white paper, get an in-depth look at the demands placed on the modern contact center, and the strategies and tools you can leverage to optimize customer interactions

  • Best Practices for Knowledge Management

    Sponsored by: KANA

    Implementing a knowledge management program in the contact center can improve the efficiency and quality of your services, optimize customer experience, reduce agent training costs, and increase job satisfaction. In this white paper, explore best practices for successful knowledge management implementation in the contact center.

  • Performance Improvement In The Contact Centre

    Sponsored by: Cisco

    Find out how you can improve customer satisfaction, become more competitive and reduce the cost of acquiring and retaining loyal customers by investing more money in contact center technologies.

  • How-To Guide: Top Ways to Optimize Your Contact Center Investment

    Sponsored by: Cisco

    Find out what you need to know to ensure your contact center runs to the best of its ability.

  • Multichannel Contact Centers: Metrics and Realities

    Sponsored by: Five9

    This expert e-guide discusses the new multichannel realities of the contact center and explores how technologies have started to reflect these changes, as well as tips for benchmarking these new metrics. While there is no agreed-upon industry standard for call center metrics, you can review 11 of the most important ones inside.

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