EGUIDE - This tip guide comes straight from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Read on to learn how to utilize today's technologies for enhancing customer relationship management (CRM) strategies.
Posted: February 8, 2012 | Published: February 7, 2012


Topics:  Call Center Management | Call Center Software | Call Centers | Contact Center Management | Contact Center Software | CRM | CRM Software | Customer Loyalty | Customer Retention | Customer Satisfaction

VIDEOCAST - In a special interview with TouchPoints TV, Rochelle Schard, Director of Marketing for Infor, shared her first impressions of the NRF's BIG Show. Watch this videocast now to get an insider’s look at the conference and Infor’s latest tools and tactics for workforce management (WFM).
Posted: February 7, 2012 | Premiered: February 6, 2012


Topics:  Call Center Management | Contact Center Management | CRM | CRM Software | Workforce Management Software | Workforce Planning

EGUIDE - Read this e-guide from our award-winning editorial team to learn strategies for how to utilize innovative technologies to improve your customer experiences, retain customers and gain loyalty.
Posted: February 6, 2012 | Published: February 6, 2012


Topics:  Call Center Management | Contact Center Management | Contact Centers | CRM | Customer Loyalty | Customer Satisfaction | Customer Service

EZINE - This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies.
Posted: January 31, 2012 | Published: January 31, 2012


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

WHITE PAPER - This white paper provides insight on how to retain Generation Y contact center employees so your business can flourish and stay within budget.
Posted: January 31, 2012 | Published: January 25, 2012


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

WHITE PAPER - Read this comprehensive paper to gain valuable information for getting the most out of a speech analytics system.
Posted: January 31, 2012 | Published: January 25, 2012


Topics:  Call Center Management | Call Center Software | Call Centers | Contact Center Management | Contact Center Software | Contact Centers | Customer Data Integration | Customer Satisfaction | Customer Service | Data Analytics

WHITE PAPER - This informative market update from The National Association of Call Centers (NACC) provides a comprehensive look at the industry.
Posted: January 31, 2012 | Published: January 25, 2012


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

WHITE PAPER - Read this white paper to learn more about the future changes with contact centers and the best ways to prepare your organization for these changes.
Posted: January 31, 2012 | Published: January 25, 2012


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

WHITE PAPER - 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.
Posted: January 31, 2012 | Published: January 24, 2012


Topics:  Call Center Management | Call Center Software | Call Centers | Contact Center Management | Contact Center Software | Contact Center Workforce Management | Contact Center Workforce Management Software | Contact Centers | CRM | CRM Software | Customer Service | Workforce Management Software

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

EGUIDE - The 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.
Posted: January 9, 2012 | Published: January 5, 2012


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

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

TRIAL SOFTWARE - Support Ultimate’s allows MSPs and high-volume customer call centers to quickly and efficiently handle end-user requests across multiple platforms globally. Find out how this software can solve problems in real-time and increase customer satisfaction with a robust diagnostic and troubleshooting toolkit.
Posted: November 17, 2011 | Premiered: November 17, 2011


Topics:  Call Center Management | Call Center Software | Customer Satisfaction | Customer Service | Customer Support Software | Help Desk Software | Remote Support Services | Troubleshooting

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