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Overhauling a Legacy Contact Center: Starting Steps
sponsored by Five9
 | eGuide: | Posted: 10 May 2013
| | Published: | 10 May 2013 | |
Summary: | Overhauling legacy contact center technology is often costly and time-consuming, but it doesn't have to be. This expert e-guide offers advice on deciding when it's time to upgrade your contact center, making the business case for an overhaul, and important change management considerations. | 
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Cost-Saving Tips for Contact Centers
sponsored by Five9
| eGuide: | Posted: 10 May 2013
| | Published: | 10 May 2013 | |
Summary: | For service organizations looking to cut costs, the contact center is the go-to department, seeing as it often has high staffing counts within the company. Check out this expert e-guide to learn how you can effectively identify opportunities and decrease spending in your contact center, without sacrificing customer experience. |
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Navy Federal Credit Union becomes trusted advisor with Infor
sponsored by Infor
| Case Study: | Posted: 01 May 2013
| | Published: | 31 Dec 2012 | |
Summary: | Providing your customers with accurate, timely, pertinent information is the cornerstone of success for any client-based business. Check out this brief case study to lean how Navy Federal Credit Union implemented a cross-servicing platform to monitor customer interactions and provide more relevant services and information to their clients. |
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Unified Communication Manager - Class of Service
sponsored by Global Knowledge
| White Paper: | Posted: 14 Feb 2013
| | Published: | 14 Feb 2013 | |
Summary: | This whitepaper unveils how Class of Service within Cisco's Unified Communication Manager can help you control which phone numbers can be called by particular devices. View now to learn how this simple, flexible solution can be effective in numerous situations. |
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Contact Center Consumer Preference eBook
sponsored by Avaya
| eBook: | Posted: 11 Feb 2013
| | Published: | 11 Feb 2013 | |
Summary: | You 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 Avaya
| White Paper: | Posted: 11 Feb 2013
| | Published: | 11 Feb 2013 | |
Summary: | Whether 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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3-2-1 Contact the Call Center
sponsored by SearchCRM
| White Paper: | Posted: 31 Jan 2013
| | Published: | 31 Jan 2013 | |
Summary: | Contact centers can't live in the past. This three-part handbook offers insight into how contact centers can modernize an agent's tools to meet the demands and needs of customers whose mobile and social empowerment has put companies in the virtual hot seat. |
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The Inner Circle Guide to Cloud-Based Contact Center Solutions
sponsored by Five9
| White Paper: | Posted: 28 Jan 2013
| | Published: | 28 Jan 2013 | |
Summary: | Consult 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 Five9
| White Paper: | Posted: 25 Jan 2013
| | Published: | 25 Jan 2013 | |
Summary: | Today, 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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Is it time to reevaluate your workforce management tools?
sponsored by ClickSoftware
| eGuide: | Posted: 20 Feb 2013
| | Published: | 20 Feb 2013 | |
Summary: | Workforce management (WFM) tools are no longer a nice-to-have. In order to be successful in today's mobile, global market you need WFM practices that keep your business running smoothly. Access this e-guide to discover why legacy WFM tools are falling short and learn key factors to consider when upgrading your WFM system. |
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Why a Call Centric CRM?
sponsored by CallPro CRM
| White Paper: | Posted: 23 Aug 2012
| | Published: | 01 Aug 2012 | |
Summary: | Is your current customer relationship management (CRM) software negatively impacting your selling potential? Many of the CRM software options today have lost focus on their primary users – sales professionals – and are actually decreasing sales activity. Read on to learn how a call-centric CRM strategy can alleviate this challenge. |
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Six Best Practices for Agent Knowledge Management
sponsored by KANA
| White Paper: | Posted: 21 Jun 2012
| | Published: | 21 Jun 2012 | |
Summary: | Knowledge management can be a useful tool for improving the quality and efficiency of your contact center operations. This paper outlines a series of best practices to help you achieve maximum results from knowledge management within the contact center that will ultimately lead to better customer service, and higher revenues. |
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STOP LOOKING! THE FCR SILVER BULLET IS ALREADY HERE
sponsored by Enkata Technologies
| White Paper: | Posted: 26 Apr 2012
| | Published: | 26 Apr 2012 | |
Summary: | This 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.
| White Paper: | Posted: 12 Apr 2012
| | Published: | 12 Apr 2012 | |
Summary: | 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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Cloud Cover for the Call Center: Meeting Demands Intelligently and Efficiently
sponsored by Oracle Corporation
| White Paper: | Posted: 01 Mar 2012
| | Published: | 01 Mar 2012 | |
Summary: | 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. |
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