Contact Center Workforce Management Research
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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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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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5 Ways to Optimize Your Workforce
Sponsored by: AspectYou need to provide a flexible, efficient and consistent customer experience, but with the myriad of communication channels available today, legacy service strategies are inadequate. Read on to learn how unified communications and workforce optimization can provide the visibility and control needed to deliver exceptional 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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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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Benchmarking in the contact center: Tips for managing what you measure
Sponsored by: AvayaBenchmarking 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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What If Any Agent Could Take Any Call?
Sponsored by: KANAGood customer service involves leveraging policies, people, and technology to answer customer questions and solve problems with accuracy, speed, and consistency. Check out this paper for tips on how to relieve customer service pain points and get your agents able to answer calls with ease, and keep customers coming back time and time again.
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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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Making WFM Work: Best Practices and ROI Model
Sponsored by: Calabrio, Inc.There has been tremendous innovation in contact center workforce management (WFM) over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.
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Pros and cons of WFM in the call center
Sponsored by: Infor WFM WorkbrainThe market for workforce management (WFM) software in the contact center saw double-digit growth last year, but the technology still needs work, according to experts. In this e-guide you’ll explore the pros and cons of WFM.
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5 Ways to Optimize Your Workforce for Customer Contact in a Social Marketplace
Sponsored by: AspectThis white paper discusses how workforce, quality and performance management capabilities provide practical business processes and tools for effective staffing, monitoring, reporting, evaluation and coaching.
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Contact Center for Dummies
Sponsored by: AvayaWith the emergence of worldwide competition in the contact center business, working from a defined methodology is becoming increasingly important. This guide provides an approach to the different methodologies you can use, with information not only on running contact centers, but also on implementing contact center technology in a profitable way.
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Making WFM Work: Best Practices and ROI Model
Sponsored by: Calabrio, Inc.There has been tremendous innovation in contact center WFM over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.
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CRM Buyer’s Guide – 2011 Edition
Sponsored by: SearchCRMWelcome to SearchCRM.com’s Buyer’s Guide. This directory was designed to be a valuable resource for those getting started with research or evaluating vendors in the CRM market.
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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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Eight Essential Steps: Moving the Contact Center Beyond Operational Efficiency to Business Effectiveness
Sponsored by: AspectThis paper explains how to move the contact center beyond operational efficiency to business effectiveness and provides best practices employed by businesses that already operate their contact centers as profit centers and touching on the technology that makes it possible. Read on to learn how to transform your contact center into a profit center.
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Integrated vs. Unified: Five Reasons Why Contact Centers Must Get Unified
Sponsored by: AspectThis paper presents the main differences between integrated and unified contact centers, and gives five reasons why it is imperative for contact centers to adapt a unified solution. Read on to learn how adopting such a solution can increase productivity, decrease costs, and enhance the customer experience, thereby increasing customer loyalty.
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Seven Things to Consider When Developing a Unified Communications (UC) Strategy
Sponsored by: AspectUC can increase revenue and enhance customer relationships all while reducing costs, but developing a UC strategy can seem like a daunting task. In light of this, this paper outlines 7 things organizations should consider as they begin to develop a UC strategy. Read on to learn some helpful hints and strategies to ensure a successful UC deployment.
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Keeping Pace with the Consumer: What you Need to Deliver a Next-Generation Customer Experience
Sponsored by: AspectThis paper outlines key capabilities and top-line technical requirements to consider as you engage with IT to determine the best path forward to meet your customers’ demands. Continue reading to learn tips and techniques to keep pace with the consumer and deliver a next-generations customer experience.
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E-Book: The Executive’s Guide to Contact Center Technology Planning
Sponsored by: inContactIn this e-book learn about emerging contact center technology trends and newer options like self-service technology, analytics and Web 2.0. Find out about 10 must-have technologies for the contemporary contact center. Learn how to select the best technology to meet your needs, and read expert advice for setting up contact center technology.
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Finally, a Simple Way to Deploy a Customer Contact Center
Sponsored by: Contactual (Now 8x8, Inc.)The goal of customer interaction is to provide consistent and efficient service across all areas of customer contact channels. In this paper we examine two alternatives: building a contact center in-house versus using an online service such as Contactual OnDemand Contact Center to interact efficiently with customers.
