Contact Centers Research
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Building the Contact Center of the Future
Sponsored by: inContactThis comprehensive white paper discusses the future of contact centers. From tools to strategy this paper covers all you need to know about ensuring that your customer service stays up to date.
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Cloud-based Contact Center and Unified Communications: Is It Right for Your Business? Podcast
Sponsored by: Interactive Intelligence, Inc.Download this podcast to learn more about moving your contact center applications and Unified Communications (UC) strategies to the cloud. Uncover the benefits and pain points involved, and get help deciding if a cloud-based communication strategy is worthwhile for your organization.
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Cloud-based Contact Center and Unified Communications: Is it Right for Your Business?
Sponsored by: Interactive Intelligence, Inc.This presentation transcript explores the options of moving your contact center applications and Unified Communications strategies to the cloud. Uncover the benefits and opportunities of cloud-based solutions and potential pain points, and get help deciding if the cloud is a good option for your organization.
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Introducing Avaya Collaborative Cloud
Sponsored by: AvayaThis brief webcast explores Avaya’s Collaborative Cloud strategy, which wishes to showcase how the cloud can improve your communications and collaboration, changing the way your enterprise works.
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Cloud-based Contact Center and Unified Communications: Is it Right for Your Business?
Sponsored by: Interactive Intelligence, Inc.This webcast explores the option of moving your contact center applications and Unified Communications strategies to the cloud. Uncover the benefits and opportunities of cloud-based solutions, and get help deciding whether being in the cloud or on-premise is best for your organization.
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FCR Done Right!
Sponsored by: Enkata TechnologiesAccess this white paper to learn how to build an operational FCR program without sacrificing your budget.
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Speech, Performance, Desktop and Text Analytics The Case for Unified Analytics in the Contact Center
Sponsored by: Enkata TechnologiesThis paper discusses the strengths and weaknesses of a variety of analytic applications, how they can help your business, and why and how you should integrate these platforms for optimum performance.
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Customer Experience Exchange E-Zine: Issue 3
Sponsored by: SearchCRMIn 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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Running a successful contact center
Sponsored by: NACRThis SearchCRM.com e-guide features editorial insight on the latest contact center and customer service trends.
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Webinar: Increase Call Center Service and Efficiency: Insight into one company’s approach
Sponsored by: NACRHaving a functional communications system is imperative to delivering outstanding customer service and achieving operational efficiency. When it comes to AAA Mid-Atlantic, they want to be sure their customers get the best service possible.
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Increase Call Center Service and Efficiency
Sponsored by: NACRHaving a functional communications system is imperative to deliver outstanding customer service and achieve great operational efficiencies.
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Adapt your contact center for increased customer satisfaction
Sponsored by: inContactThis video explains how you can combine interactive voice response (IVR) and ACD systems into one that tracks calls, call waits and offers "self-service" options for callers with a long wait. Watch this now to see a detailed overview of this all-in-one system that will save your organization money.
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Best Practices for Transforming to a Multi-Channel Contact Center
Sponsored by: inContactRead this white paper to get a framework, plan and recommended best practices for transforming your siloed contact centers into a multi-channel servicing environment.
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Top 5 Ways to Make IVR Work For You and Your Customers
Sponsored by: inContactThis white paper describes five tips and challenges for using Interactive Voice Response (IVR) systems.
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Case Study: la Caixa - Bank takes customer and employee support to the next level
Sponsored by: Hewlett-Packard LimitedWith HP's contact centre and customer services, la Caixa was able to expand and continue to provide excellent service to their customers. Read this case study now to learn more about HP's call centre and contact centre offerings.
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Transforming the Customer Experience: How Four Contact Centers Did It Successfully
Sponsored by: inContactIf your organization isn't on the cloud yet when it comes to customer service, then you may be severely disadvantaged. Competition for customer service is increasing and your company needs all the latest tools to stay ahead of the game. Read this white paper to learn how four contact centers adopted agile cloud-based computing technologies.
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Avaya Aura Contact Center Scripting Demystified
Sponsored by: Global KnowledgeWhy is scripting so daunting to many IT pros? It's not an impossible skill to master - most people can master a simple system if they have the opportunity to practice. This white paper introduces an identifiable pattern that virtually all Contact Centers follow and associates key elements of that pattern with the corresponding scripting code.
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Cloud Computing for the Call Center: The Next Revolution
Sponsored by: inContactThe right cloud computing solution makes it possible for call centers to eliminate barriers created by obsolete premise-based solutions, achieve customer service excellence and continue business success. Find out how inContact is helping hundreds of call centers greatly reduce costs while simultaneously increasing customer satisfaction levels.
