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

PODCAST - 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.
Posted: May 14, 2012 | Premiered: April 24, 2012


Topics:  Contact Center Management | Contact Center Services | Contact Center Software | Contact Centers | Hardware | Hardware Virtualization | Outsourcing | Remote Offices | Remote Users | ROI | Security | TCO | Unified Messaging

PRESENTATION TRANSCRIPT - 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.
Posted: May 10, 2012 | Published: April 24, 2012


Topics:  Contact Center Management | Contact Center Services | Contact Center Software | Contact Centers | Hardware | Hardware Virtualization | Outsourcing | Remote Offices | Remote Users | ROI | Security | TCO | Unified Messaging

WEBCAST - This 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.
Posted: April 30, 2012 | Premiered: April 30, 2012


Topics:  Cloud Computing | Cloud Management | Collaboration | Communications Networks | Contact Centers | Mobile Workers | Private Cloud | Private cloud computing | Public Cloud | Public cloud computing | Unified Messaging | Videoconferences

WEBCAST - 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.
Posted: April 27, 2012 | Premiered: April 24, 2012


Topics:  Contact Center Management | Contact Center Services | Contact Center Software | Contact Centers | Hardware | Hardware Virtualization | Outsourcing | Remote Offices | Remote Users | ROI | Security | TCO | Unified Messaging

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 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.
Posted: April 26, 2012 | Published: February 1, 2011


Topics:  Analytic Applications Software | Contact Center Management | Contact Center Services | Contact Center Software | Contact Centers | Data Analytics | Text Analytics

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

EGUIDE - This SearchCRM.com e-guide features editorial insight on the latest contact center and customer service trends.
Posted: February 24, 2012 | Published: February 24, 2012


Topics:  Contact Center Management | Contact Centers | CRM | Social Networking | Web 2.0

WEBCAST - Having 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.
Posted: February 14, 2012 | Premiered: February 14, 2012


Topics:  Call Center Software | Call Centers | Contact Center Management | Contact Center Software | Contact Centers | Customer Loyalty | Customer Retention | Customer Satisfaction | Customer Service | Customer Service Best Practices | Customer Support Software

CASE STUDY - Having a functional communications system is imperative to deliver outstanding customer service and achieve great operational efficiencies.
Posted: February 10, 2012 | Published: February 10, 2012


Topics:  Call Center Software | Call Centers | Contact Center Management | Contact Center Software | Contact Centers | Customer Loyalty | Customer Retention | Customer Satisfaction | Customer Self-Service | Customer Service | Customer Service Best Practices | Disaster Recovery | MPLS | SIP

VIDEO - This 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.
Posted: January 20, 2012 | Premiered: January 20, 2012


Topics:  Call Center Software | Call Centers | Contact Center Software | Contact Centers | CRM | Customer Service | IVR

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