WHITE PAPER - This comprehensive white paper discusses the future of contact centers. From tools to strategy this paper covers all you need to know about ensuring that your customer service stays up to date.
Posted: May 15, 2012 | Published: May 15, 2012


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

WHITE PAPER - Access this white paper to learn how to build an operational FCR program without sacrificing your budget.
Posted: April 26, 2012 | Published: April 26, 2012


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

WHITE PAPER - This paper discusses first contact resolution and the offerings for measuring success with FCR.
Posted: April 26, 2012 | Published: April 26, 2012


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

WHITE PAPER - This paper outlines the five fundamentals for a successful FCR program.
Posted: April 25, 2012 | Published: April 25, 2012


Topics:  Call Center Management | Call Center Services | Call Centers | Customer Interaction Services | Customer Retention | Customer Service | Customer Service Best Practices

WHITE PAPER - Read this paper to learn why an all-Internet Protocol (IP)-based contact center solution such as the SAP Business Communication Management (BCM) is attractive to administrators seeking to lower call costs, reduce hardware needs, and improve the operational performance of multiple centers and communication channels.
Posted: March 27, 2012 | Published: March 27, 2012


Topics:  Call Center Management | Call Center Software | Contact Center Management | Contact Center Software | CRM | CRM Best Practices | CRM Software | IP Contact Centers | IVR | SAP (Product)

WHITE PAPER - In seven simple steps, eBusiness, customer experience and contact center professionals can right channel online customer service inquiries, boosting sales and customer satisfaction while reducing customer service costs by delivering the right information and service to the right customer at the right time.
Posted: March 1, 2012 | Published: March 1, 2012


Topics:  Call Center Management | Call Centers | CRM | CRM Analytics | Customer Data Integration | Customer Data Management | Customer Service

WHITE PAPER - 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.
Posted: March 1, 2012 | Published: March 1, 2012


Topics:  Call Center Management | Call Center Software | Call Centers | CRM | CRM Analytics Software | CRM Best Practices | CRM Software | Customer Service

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

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

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

WHITE PAPER - This white paper discusses the ways in which organizations are striving to maintain excellent customer service for all types of clients while at the same time controlling support costs. Read this white paper to learn more.
Posted: January 10, 2011 | Published: January 10, 2011


Topics:  Call Center Management | Call Centers | Customer Data Integration | Customer Data Management | Customer Interaction Services | Customer Satisfaction | Customer Service

WHITE PAPER - One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions.
Posted: January 26, 2009 | Published: January 26, 2009


Topics:  Best Practices | Call Center Management | Call Center Services | Call Centers | Customer Service | Metrics