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PRESENTATION TRANSCRIPT: Posted: 09 Mar 2010 | Published: 09 Mar 2010
Running a lucrative call center that provides value to its customers is no easy task. But with emerging SaaS technology, more and more call centers are considering a less expensive and lower maintenance at-home workforce. This transcript reveals the real cost of absenteeism and provides call center management best practices that boost growth.
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by inContact 
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ANALYST REPORT: Posted: 09 Mar 2010 | Published: 01 Jun 2009
The ability to measure, monitor, assess, and track KPIs is critical to any organization's ability to manage its service operations. This report reveals how “Best-in-Class” contact and call center firms, distinguish themselves from the others.
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by Microsoft 
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PRESENTATION TRANSCRIPT: Posted: 08 Mar 2010 | Published: 05 Mar 2010
This Presentation Transcript shares best practices on how to design, deploy and assess customer satisfaction surveys and use that information to improve performance in the contact center.
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by Interactive Intelligence, Inc. 
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WHITE PAPER: Posted: 05 Mar 2010 | Published: 01 Apr 2009
This paper examines the business and call center trends driving automation, and provides insight on finding the right balance between self-service and live agent support.
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by Microsoft
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WHITE PAPER: Posted: 03 Mar 2010 | Published: 02 Mar 2010
This paper examines the differences between on-premises contact centers and hosted alternatives. It looks at the reasons why on-premises contact centers are becoming obsolete, and offers suggestions for how enterprises can eliminate capital expenditures while increasing customer satisfaction and staying on the forefront of innovation.
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by Contactual, Inc. 
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PODCAST: Posted: 22 Feb 2010 | Premiered: 22 Feb 2010
This podcast shares best practices on how to design, deploy and assess customer satisfaction surveys and use that information to improve performance in the contact center.
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by Interactive Intelligence, Inc.
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WEBCAST: Posted: 22 Feb 2010 | Premiered: Available On Demand
This webcast shares best practices on how to design, deploy and assess customer satisfaction surveys and use that information to improve performance in the contact center.
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by Interactive Intelligence, Inc.
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PODCAST: Posted: 15 Feb 2010 | Premiered: 15 Feb 2010
In a recent interview, SearchCRM.com spoke with Eric Zbikowski, co-founder and managing partner at MetricNet, LLC, a provider of performance metrics and scorecards for corporations worldwide to learn tips for measuring call center KPIs without sacrificing call quality.
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by Contactual, Inc.
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WEBCAST: Posted: 29 Jan 2010 | Premiered: Available On Demand
Running a lucrative call center that provides value to its customers is no easy task. But with emerging SaaS technology, more and more call centers are considering a less expensive and lower maintenance at-home workforce. This webcast reveals the real cost of absenteeism and provides call center management best practices that boost company growth.
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by inContact
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PRESENTATION TRANSCRIPT: Posted: 30 Dec 2009 | Published: 30 Dec 2009
This presentation transcript shares techniques for communicating with your customers in an acceptable manner that fits their preferences while expanding your marketable universe.
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by Gryphon Networks 
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PODCAST: Posted: 18 Dec 2009 | Premiered: 17 Dec 2009
In this podcast, SearchCRM.com sits down with Richard Snow, a contact center technology and strategy expert with Ventana Research, who shares tips on how to select the right hosted contact center provider, create the proper RFPs, craft airtight SLAs, and more.
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by inContact
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WHITE PAPER: Posted: 03 Dec 2009 | Published: 03 Dec 2009
This paper examines current economic and business trends as well as challenges impacting the contact center market. It provides guidance and recommendations for contact centers looking for an alternative to on-premises contact handling solutions and more.
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by inContact
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WHITE PAPER: Posted: 03 Dec 2009 | Published: 03 Dec 2009
Frequently, organizations that operate contact centers are faced with the challenge of working with inadequate telephony equipment. Frustrations range from having to get a few more years out of telephone equipment to having disparate systems. Read this white paper to learn about how contact centers can resolve these telecommunications complexities.
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by inContact
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WHITE PAPER: Posted: 03 Dec 2009 | Published: 03 Dec 2009
Read this paper to learn about options for deploying and managing a home-based agent model with the ultimate goal being increased customer loyalty. As the key driver in this model, other cumulative benefits result: higher agent productivity, reduced attrition, lower operational costs, stronger
business continuity, and more.
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by inContact
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SEE: 
