Call Center Services Research
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NJ 2-1-1 Success Story
Sponsored by: Five9Read this brief case study to learn how NJ-2-1-1 implemented a cloud-based virtual contact center that successfully handled over 90,000 calls when 2012's Hurricane Sandy hit. Read on to discover the benefits they are enjoying from this system.
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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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Contact Center Consumer Preference eBook
Sponsored by: AvayaYou 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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Delivering a Personalized Experience: the Multichannel Contact Center
Sponsored by: AvayaWhether your goal is to provide the best customer experience possible, increase sales, or reduce costs, the multichannel contact center delivers. Because customers want – and demand – access to customer service and support via their channel or media of choice, supporting a voice-only channel is no longer an option.
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The Inner Circle Guide to Cloud-Based Contact Center Solutions
Sponsored by: Five9Consult this white paper to help determine if you're ready to make the transition to a cloud-based contact center. It outlines the many positive factors driving the uptake of cloud-based solutions, including, financial, functional, operational and strategic. Learn more about cloud-based contact centers by reading this white paper now.
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New World of Customer Expectations
Sponsored by: Five9Today, customers are expanding their use of social networks and self-service is an important aspect of resolving issues. Consult this white paper to learn more about the business benefits of migrating and integrating your customer relationship management (CRM) solutions to the cloud.
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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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Case Study: Fast, reliable Payment Card Industry compliance
Sponsored by: Dell SecureWorks UKTo avoid fines and meet an upcoming compliance deadline, call centre services provider, RESPONSE (Building Rewarding Relationships), needed to improve security. Read this paper to learn how the organisation secured an easily installed and managed security solution that could also be deployed in time to meet the looming deadline.
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Mobile Devices: Changing the Way You'll Service Your Customers
Sponsored by: Interactive Intelligence, Inc.Discover how you can take advantage of the mobile revolution to deliver an improved and expanded service experience for your mobile device wielding users.
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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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STOP LOOKING! THE FCR SILVER BULLET IS ALREADY HERE
Sponsored by: Enkata TechnologiesThis paper discusses first contact resolution and the offerings for measuring success with FCR.
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Speech Analytics: Best Practices for Analytics-Enabled Quality Assurance
Sponsored by: Calabrio, Inc.This white paper provides tips and best practices for succeeding with speech analytics and using it to enhance your quality assurance (QA) process.
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SIP contact centers: Key benefits and potential challenges
Sponsored by: NACRLearn how Session Initiation Protocol (SIP), unified communications (UC) and contact centers fit hand in hand in this e-guide from SearchUnifiedCommunications.com.
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Cisco Unified Communications: New Deployment Models for Communications and Collaboration
Sponsored by: Cisco Systems, Inc.This whitepaper examines the differences between the options and show you how Cisco Unified Communications and Collaboration solutions give you the flexibility to determine the best option for your business.
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How Does your Service Measure Up? Getting to Grips with Metrics
Sponsored by: GoToAssistThis quick guide will identify some of the most popular metrics that you should be measuring, look at ways in which you can measure them, and how to utilize these measures to improve your service delivery.
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Building a Business Case for your Next-Generation QA Solution
Sponsored by: Calabrio, Inc.This white paper shows you how to build your business case and obtain approval for a new or upgraded contact center quality assurance and recording solution.
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Best Practices for a contact center technology overhaul
Sponsored by: Contactual (Now 8x8, Inc.)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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Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis
Sponsored by: inContactToday, the majority of North American contact centers today are supported by premise-based contact center and telephony systems. But there's another money-saving option for contact centers: third-party owned and operated hosted services. Before you decide which model to use, there's another factor you should consider: Total cost of ownership (TCO).
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A contact center manager's guide to integrating self-service
Sponsored by: inContactDo 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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How to Get the Cisco Tech Support You Need, Online
Sponsored by: Cisco Systems, Inc.IT and telecom staff in small businesses (up to 250 employees) meet up at what Google Analytics reports is one of the most popular support sites of its size—the Cisco Small Business Support Community. Whenever you need technical support, or want to learn more about your technology, connect with the community and get support. Read on to learn more.
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Debunking Security Concerns with Hosted Call Centers
Sponsored by: inContactThis paper discusses the different layers requiring security, how security should be addressed in each layer, and how to select a qualified hosted call center provider. Read this white paper to learn more.
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Improving First-Call Resolution with Team Collaboration Technology
Sponsored by: GoToAssistHow can support reps quickly solve problems when they reach a dead end? Is there an easy way to bring experts into a support session without hindering the customer experience? This white paper will examine key customer support challenges and reveal the many advantages of collaborative remote support.
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Extra Space Storage Dials Up Sales with inContact & Salesforce CRM
Sponsored by: inContactThis paper describes the benefits Extra Space Storage experienced by combining inContact’s on-demand platform and integrated with customer CRM software from salesforce.com. Read on to learn more about these benefits and learn how your company can experience the same results.
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Top 5 Ways to Make IVR Work for You and Your Customers
Sponsored by: inContactThis paper will help you find this crucial balance between financial efficiency and customer experience with 5 IVR best practices to help you ensure satisfaction all around. These methods have been developed by call center experts with years of experience in the call center space. Read on to learn about the top 5 ways to make IVR work for you.
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PBX Buying Guide: How to Choose the Right Phone System for Your Business
Sponsored by: Fonality Inc.While moving to an IP phone system will bring great advantages, the more options, features, functions and capabilities that are available, the more decisions the buyer has to make. That makes it crucial to thoroughly understand your needs before you buy. In this guide are seven steps to help in that process.
