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 - 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

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

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

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

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 - Why is scripting so daunting to many IT pros? It's not an impossible skill to master - most people can master a simple system if they have the opportunity to practice.  This white paper introduces an identifiable pattern that virtually all Contact Centers follow and associates key elements of that pattern with the corresponding scripting code.
Posted: May 18, 2011 | Published: May 18, 2011


Topics:  Contact Centers | Help Desk Management | Help Desks | Scripting | Scripting Languages | Service Creation | Service Creation Tools | Text Editors

WHITE PAPER - This paper explains how Oracle Business Intelligence (BI) Applications are complete, prebuilt BI solutions that deliver intuitive, role-based intelligence for everyone in an organization - from front line employees to senior management - that enable better decisions, actions, and business processes.
Posted: January 22, 2011 | Published: January 22, 2011


Topics:  Business Intelligence | Business Intelligence Software | Contact Centers | CRM | CRM Software | Marketing | Oracle (Product) | Sales and Marketing Software | Supply Chain Management