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

EGUIDE - This tip guide features chapter 6 from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Access this resource now to learn how to align business process with customer relationship management (CRM) initiatives, tips for CRM strategy and how to effectively leverage the call center to improve customer loyalty.
Posted: February 8, 2012 | Published: February 8, 2012


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

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

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 - 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

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

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

WHITE PAPER - If your organization isn't on the cloud yet when it comes to customer service, then you may be severely disadvantaged. Competition for customer service is increasing and your company needs all the latest tools to stay ahead of the game. Read this white paper to learn how four contact centers adopted agile cloud-based computing technologies.
Posted: September 16, 2011 | Published: September 15, 2011


Topics:  Cloud Computing | Cloud CRM | Contact Center Management | Contact Center Services | Contact Center Software | Contact Centers | CRM | CRM Best Practices | CRM Services | CRM Software | Customer Loyalty | Customer Satisfaction | Customer Service | Customer Service Best Practices

WHITE PAPER - This white paper presents the results of a total cost of ownership (TCO) analysis comparing premise-based and hosted contact center platforms.
Posted: August 8, 2011 | Published: August 8, 2011


Topics:  Call Center Management | Call Center Software | Capital Expenditures | Cloud CRM | Contact Center Management | Contact Center Services | Contact Center Software | TCO

EBOOK - The right cloud computing solution makes it possible for call centers to eliminate barriers created by obsolete premise-based solutions, achieve customer service excellence and continue business success. Find out how inContact is helping hundreds of call centers greatly reduce costs while simultaneously increasing customer satisfaction levels.
Posted: May 4, 2010 | Published: May 4, 2010


Topics:  Call Center Management | Call Center Software | Call Centers | Cloud Computing | Contact Center Software | Contact Centers | Contact Management | CRM | Software as a Service | TCO | Telephony Systems