WHITE PAPER - This 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.
Posted: May 15, 2012 | Published: May 15, 2012


Topics:  Call Center Management | Call Center Services | Call Center Software | Call Centers | Contact Center Services | Contact Center Software | Contact Centers | CRM | CRM Best Practices | CRM Software | Customer Service | Customer Service Best Practices

WHITE PAPER - Access this white paper to learn how to build an operational FCR program without sacrificing your budget.
Posted: April 26, 2012 | Published: April 26, 2012


Topics:  Call Center Management | Call Center Services | Call Centers | Contact Center Management | Contact Centers | CRM Analytics | CRM Best Practices | Customer Service Best Practices

WHITE PAPER - This paper discusses first contact resolution and the offerings for measuring success with FCR.
Posted: April 26, 2012 | Published: April 26, 2012


Topics:  Call Center Management | Call Center Services | Call Center Software | Call Centers | Contact Center Management | Contact Center Software | CRM Analytics | CRM Analytics Software

EBOOK - This paper discusses using predictive analytics to improve customer satisfaction.
Posted: April 26, 2012 | Published: April 26, 2012


Topics:  Call Center Management | Call Centers | Contact Center Management | Contact Center Software | CRM Analytics | Customer Interaction Services | Customer Satisfaction | Customer Service Best Practices

WHITE PAPER - This paper outlines the five fundamentals for a successful FCR program.
Posted: April 25, 2012 | Published: April 25, 2012


Topics:  Call Center Management | Call Center Services | Call Centers | Customer Interaction Services | Customer Retention | Customer Service | Customer Service Best Practices

CASE STUDY - This case study explores how AAA Southern New England established a new call center, implemented VoIP, and integrated SIP trunking into their branch offices.
Posted: April 13, 2012 | Published: April 13, 2012


Topics:  Call Center Management | Call Center Services | Call Center Software | Call Centers | Disaster Recovery | Security | SIP | Unified Messaging | VoIP

WHITE PAPER - Read this paper to learn why an all-Internet Protocol (IP)-based contact center solution such as the SAP Business Communication Management (BCM) is attractive to administrators seeking to lower call costs, reduce hardware needs, and improve the operational performance of multiple centers and communication channels.
Posted: March 27, 2012 | Published: March 27, 2012


Topics:  Call Center Management | Call Center Software | Contact Center Management | Contact Center Software | CRM | CRM Best Practices | CRM Software | IP Contact Centers | IVR | SAP (Product)

CASE STUDY - This case study examines a food services company that needed to find a more efficient way to keep track of and manage food and laundry inventories, address customer concerns in the call center, automate processes, and manage tax calculation processes. Continue reading to discover the software they used to effectively meet their business needs.
Posted: March 20, 2012 | Published: March 20, 2012


Topics:  Accounting | Business Process Automation | Business Processes | Call Center Management | Call Center Services | CRM | Customer Service | Enterprise Asset Management Software | ERP | Inventory Management | Inventory Management Software | Tax Preparation Software

EZINE - In 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%.
Posted: March 20, 2012 | Published: March 20, 2012


Topics:  Call Center Management | Call Centers | Contact Center Management | Contact Center Services | Contact Center Workforce Management | Contact Centers | CRM | CRM Best Practices | Customer Data Management | Customer Loyalty | Customer Satisfaction

WHITE PAPER - In seven simple steps, eBusiness, customer experience and contact center professionals can right channel online customer service inquiries, boosting sales and customer satisfaction while reducing customer service costs by delivering the right information and service to the right customer at the right time.
Posted: March 1, 2012 | Published: March 1, 2012


Topics:  Call Center Management | Call Centers | CRM | CRM Analytics | Customer Data Integration | Customer Data Management | Customer Service

WHITE PAPER - This paper covers many of the complications and complexities of managing a call center. It explores the various solutions available and offers pros and cons to each of the options. It shows the positive financial impact picking the right choice can have.
Posted: March 1, 2012 | Published: March 1, 2012


Topics:  Call Center Management | Call Center Software | Call Centers | CRM | CRM Analytics Software | CRM Best Practices | CRM Software | Customer Service

WHITE PAPER - Read this white paper to get a framework, plan and recommended best practices for transforming your siloed contact centers into a multi-channel servicing environment.
Posted: January 20, 2012 | Published: January 18, 2012


Topics:  Call Center Management | Call Centers | Contact Center Management | Contact Center Software | Contact Centers | CRM | CRM Best Practices | Customer Satisfaction | Customer Service | Messaging Software | Social Networking | Web 2.0

WHITE PAPER - This white paper describes five tips and challenges for using Interactive Voice Response (IVR) systems.
Posted: January 20, 2012 | Published: January 18, 2012


Topics:  Call Center Management | Call Center Software | Call Centers | Contact Center Management | Contact Center Software | Contact Centers | CRM | CRM Software | Customer Satisfaction | Customer Service | Customer Service Best Practices | IVR

CASE STUDY - With 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.
Posted: January 5, 2012 | Published: January 5, 2012


Topics:  Call Center Management | Call Center Services | Call Centers | Contact Center Management | Contact Center Services | Contact Centers | Customer Service

WHITE PAPER - This comprehensive white paper explores the call center landscape, details the benefits of hosted call centers along with the risks involved in cloud-based services.
Posted: September 16, 2011 | Published: September 16, 2011


Topics:  Call Center Management | Call Center Services | Call Center Software | Call Centers | Cloud CRM | Cloud Security