Call Center Software

Our latest Fall 2010 edition of the chart also compares PBX and Business VoIP systems side by side so you can make an educated comparison of your options. This analysis is prepared in an easy to view Excel spreadsheet.

This makes it crucial to thoroughly understand your needs before you buy. Here are seven steps to help in that process.

Comparing IP Based Business Phone Solutions. This report analyses the three leading options, which go by the names of premise, hosted and hybrid-hosted.

When a workplace disruption hits, you need to act fast to ensure your employees are safe, keep them informed and maintain productivity. This new Forrester white paper explores the critical role that the help desk should play in your organization's business continuity planning.

DMG Consulting LLC identifies five top misperceptions, and dispels them with findings from their recent customer satisfaction study for hosted contact center services.

Read what two industry veterans have to say about the advantages and disadvantages of all-in-one vs. best-of-breed offerings - Don Van Doren, president of Vanguard Communications, and Joe Staples, chief marketing officer for Interactive Intelligence.

To successfully choose and implement an IP system, the best place to start is with a roadmap - current offerings, justification factors, upcoming solutions, and suggested planning guidelines. Without one, your new system might never move forward. Read more.

Follow 10 best practices from industry leader CFI Group, and your surveys will produce the precise feedback data your contact center needs to improve satisfaction drivers and, ultimately, the service experience for every customer.

This document provides a high-level technical description of this platform and illustrates how it can act as the foundation not only for IP communications, but for comprehensive process automation in organizations of all types and sizes.

Read why post-call IVR surveys are an effective low-cost method for measuring your customers' satisfaction, and how 10 best practices based on the American Customer Satisfaction Index™ (ACSI) published annually by the University of Michigan significantly improve the make-up of a survey and the reliability and usability of survey data.

In this guide, read how to measure shrinkage, the steps to setting attainable shrinkage goals, managing with shrinkage in mind and how to leverage shrinkage in your corporate culture.

This new smith+co white paper explores the importance of the customer experience and the role of technology in creating, nurturing and strengthening customer relationships with every single interaction.

This new white paper explores the strategic role first-contact resolution plays in support environments, provides best practices for optimising performance and outlines steps for achieving consistent FCR.

This three-part eGuide explores how user-centric remote support addresses today's IT help desk challenges, simplifies the troubleshooting process and speeds problem resolution.

This white paper takes an in-depth look at the challenges of supporting today's workforce and how Software-as-a-Service (SaaS) enables IT to provide secure, effective remote support - anytime and anywhere.

With the rise in popularity of hosted VoIP options, you can be up and running (and saving money) in just a few hours, without having to install any costly equipment.

CEOs and their senior leadership of most major corporations are usually highly proficient individuals who run their business units or functions efficiently but they may not work as well together to guide the overall firm.

Covering All Points of Attack. As the availability of product and service information on the Internet grows, both the providers and receivers of service have larger networks through which to communicate, interact and transact.

To truly harness the power of the extended enterprise, companies need to deploy an intelligent communications strategy combining traditional communications and collaboration tools with business applications. Watch this on-demand webcast to learn strategies for creating competitive advantages using intelligent unified communications.

While the new generation of self-service applications for the Web and IVR is excellent, successful self-service programs will depend on giving customers choices and striking the right balance.

Written by: Forrester Research and Sponsored by: Art Technology Group, Inc. In this economic climate, no one can afford to lose a customer. Rather than halting spending, smart customer service executives will use this economic downturn as an opportunity to regroup and reprioritize. What should they focus on?

A positive customer experience is a critical competitive differentiator it today's stuttering economic climate. Yet consumers are giving companies a failing grade at a time when the need to be customer centric is being put to the test as never before. This whitepaper by Senn Delaney partner and executive vice president Bill Parsons helps leaders consider whether their company's culture is really as customer-centric as it should be.

How a CRM project is planned, implemented, and promoted is crucial when it comes to adoption. In this whitepaper you'll learn how to avoid some common pitfalls that often hinder adoption, such as lack of executive endorsement, IT constraints, structural inflexibility and more. Prepare for the pitfalls before implementation and your return on CRM investment will soar.

To the casual observer, aircraft manufacturer Airbus UK and pharmaceutical giant GlaxoSmithKline (GSK) wouldn't appear to share a lot of common ground. Some would say that the worlds of building airplanes and producing the next blockbuster wonder-drug are light years apart. A closer look shows that these two organizations are more similar than one might initially think.

Regular usage of Salesforce CRM is important to driving full adoption. To achieve that goal, sales reps need to know how the application benefits them, day after day. The bottom line: Salesforce CRM is not just a tracking tool, it's a sales effectiveness tool.