Call Center Management White Papers

Management of Call Centres involves balancing the requirements of cost effectiveness and service. Callers do not wish to wait in exorbitantly long queues until they can be helped and so management must provide sufficient staff and inbound capacity to ensure that the quality of service is maintained. However, staff costs generally form more than half the cost of running a call centre and so management must minimise the number of staff present.
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By: Interactive Intelligence     Published Date: Apr 23, 2014

In a contact center environment, real-time analytics provide the live information needed to respond to difficult situations before a customer, a sale, or an opportunity is lost. Scott Bakken and David Patchen from MainTrax and Brandon Rowe from Interactive Intelligence discuss how real-time analytics help your business operate at optimal levels and experience increased growth and reduced costs.

Tags : interactive intelligence, real time speech analytics, contact centers, data centers, real time analytics, productivity, revenue, retention rates
    
By: Interactive Intelligence     Published Date: Apr 23, 2014

If a contact center executive could have anything, it would be certainty… of contact demand, resource availability, operational efficiency, and of agent performance and customer experience delivery. But certainty in a contact center is nearly impossible, and in the absence of a crystal ball, mathematical models provide the next best thing. They alert, evaluate operational risk, and propose business and resourcing solutions. And now, the best of these models also determine expected experience delivery.

Tags : interactive intelligence, contact center, customer service, customer experience, cost, revenue, telecom, it management
    
By: Interactive Intelligence     Published Date: Apr 23, 2014

Today, business process automation isn’t just about efficiency, it’s about operating a business for your customers. To ensure a positive customer experience, a process must trigger an automated action, and automation must then manage the experience across multiple channels, personalize the customer’s interaction, and predict the best next actions. Read more, from Chris Thalassinos, Mahnaz Meshkati, and Frank Chiu of Communications Intelligence Group, and Brad Herrington of Interactive Intelligence.

Tags : interactive intelligence, business process automation, multichannel technology, customer experience, contact center, contact solution, it management, business process management
    
By: Interactive Intelligence     Published Date: Apr 23, 2014

Customer Experience (CX) and Net Promoter Score (NPS) are two of the benchmark measurements companies now use to gauge customer satisfaction. And to understand how budgetary decisions impact CX and NPS outcomes, companies are turning to advanced contact center technology for strategic planning and big data. But business requirements to manage these outcomes successfully must incorporate back-office operations as well as the contact center. Read why.

Tags : contact center, contact center strategy, customer experience, optimization, strategic planning, budgeting tools, workforce management solutions, call center
    
By: Interactive Intelligence     Published Date: Jan 17, 2014

Learn about how the expanding guidelines for compliance have changed and how compliance has never been more relevant within the Accounts Receivable Management (ARM) industry.

Tags : compliance, cloud solutions, interactive intelligence, customer support, workforce management, data solution, customer experience, business process automation
    
By: Interactive Intelligence     Published Date: Jan 17, 2014

Learn the performance “metrics that matter” for the contemporary contact center, as the definition of efficient customer service evolves.

Tags : contact center, strategic planning, budgeting tools, customer experience, big data, budgeting tools, workforce management, data solution
    
By: Interactive Intelligence     Published Date: Jan 17, 2014

Learn the significant benefits of flexible cloud solutions and key criteria for selecting the right business partner.

Tags : cloud solutions, interactive intelligence, flexible cloud, customer support, workforce management, data solution, customer experience, business process automation
    
By: Interactive Intelligence     Published Date: Jan 17, 2014

Learn about how your contact centers are a world of innovative and intricate technology and how with the right analytical tools you can maximize your organization’s potential by optimizing your customer’s experience.

Tags : planning tools, budgeting tools, strategy, cloud solutions, interactive intelligence, customer support, workforce management, data solution
    
By: Interactive Intelligence     Published Date: Jan 17, 2014

Learn how to ensure a positive customer experience outcome by establishing a reliable business process automation (BPA), which will support your customer’s personalized interactions and adapt to changing conditions in the marketplace.

Tags : process automation, interactive intelligence, multichannel technology, intelligent process, business process, decision services, communications intelligence, customer interactions
    
By: Interactive Intelligence     Published Date: Jan 17, 2014

Learn how technology can be the key to responding to the aging utility workforce and how the right system can increase overall operational efficiency.

Tags : workforce, utility, labor force, employees, utilities, interactive intelligence, utility workforce, business process
    
By: LogMeIn     Published Date: Jan 15, 2014

Today’s consumer is almost ambivalent when it comes to customer service channels; this generation of shoppers simply wants service their way. Take a look at the 2013 survey of internet shoppers.

Tags : logmein, live chat, e-tailing, multichannel communications, live chat best practices, channel usage, channel satisfaction, chat frequency
    
By: LogMeIn     Published Date: Jan 15, 2014

Nucleus found that the ease of use for end users and administrators led to increased adoption, improved business productivity, and IT efficiencies. Also, join.me’s low pricing relative to functionality resulted in significant cost savings.

Tags : logmein, join.me, conferencing, collaboration, support presentations, online collaboration, ease of use, increase adoption
    
By: Oracle     Published Date: Nov 13, 2013

Today’s consumers expect better service, better products, and better communication with retailers. Without a single view of the customer across all channels – including social media – retailers risk alienating customers and driving them to other brands. To meet these challenges, many retailers are deploying software-as-a-service (SaaS) contact center systems that address these problems and create new opportunities. This eBook follows one shopper’s journey and how the concept of the contact center of the future provides the better overall experience.

Tags : zenithoptimedia, oracle, smarter service, contact center, lowest tco, cloud-based contact center, contact-center solutions, oracle rightnow solutions
    
By: Oracle     Published Date: Nov 13, 2013

Investing in the creation of a Transformational State of Knowledge builds a defensible advantage in delivering great customer experiences. There are 3 capabilities your company will need to be successful.

Tags : zenithoptimedia, oracle, transformational knowledge, single knowledge base, consumer-empowered market, customer advocacy, social support, innovation communities
    
By: IBM     Published Date: Mar 20, 2014

This analyst report provides guidelines for how to plan an effective Enterprise Asset Management strategy, including maturity levels, processes, and technologies in context of IT Asset Management advances. The paper was developed by Enterprise Management Associates - an IT Analyst firm.

Tags : ibm, enterprise assets, it assets, data management, it management, enterprise asset management, ema, it organization
    
By: Genesys     Published Date: Dec 11, 2013

Gartner recently released its Magic Quadrant for Contact Center Workforce Optimization, the annual report analyzing the workforce optimization industry. Gartner positions vendors based on Completeness of Vision and Ability to Execute. Genesys improved its 2013 position moving from Niche Player to the Challengers Quadrant. This report provides you with insights you need to determine the Workforce Optimization Solution that is right for your organization. Read Now.

Tags : wfo, strategic planning, recruitment, workforce management, wfm, call recording and quality management, performance management, surveying
    
By: Genesys     Published Date: Dec 11, 2013

Read Now: The Automatic Call Distributor (ACD) is no longer a core component in the contact center and has become a costly technology that is difficult to manage in a distributed enterprise environment. If you are looking to move away from your legacy call center infrastructure — to a modern, multi-channel Contact Center this white paper gives you a blueprint to modernization and replacing your ACD. Read this insightful resource to learn how building a multi-channel contact center based on IP/SIP technology can enable you to: • Enhance Customer Experience • Virtualize your customer service environment • Reduce Total Cost of Ownership (TCO) Get this whitepaper for best practices, and integration guidelines to help you transition to a modern, SIP/IP-based contact center environment. Read Now.

Tags : automatic call distributor, acd, contact senter, legacy call center infrastructure, multi-channel contact center, ip/sip technology, total cost of ownership, tco
    
By: Clarabridge     Published Date: Dec 03, 2013

Transforming the customer contact center from cost center to a strategic asset by leveraging the voice of the customer

Tags : clarabridge, customer behaviors, social media program, interacting with customers, product and service problems, respond quickly, customer satisfaction, customer loyalty
    
By: Adobe     Published Date: Nov 25, 2013

Without document classification in play, it's impossible to know what to protect. The mobile ecosystem makes workers infinitely more productive, which is one reason that it won’t go away. This white paper explores the question: How can IT govern and protect content in such ad hoc and semi-structured environments? Please download whitepaper to learn more.

Tags : document, document classification, document security, mobile, mobile workforce, cloud-based, mobile, mobile ecosystem
    
By: Oracle     Published Date: Nov 01, 2013

Investing in the creation of a Transformational State of Knowledge builds a defensible advantage in delivering great customer experiences. There are 3 capabilities your company will need to be successful.

Tags : zenithoptimedia, oracle, transformational knowledge, single knowledge base, consumer-empowered market, customer advocacy, social support, innovation communities
    
By: Oracle     Published Date: Nov 01, 2013

Today’s consumers expect better service, better products, and better communication with retailers. Without a single view of the customer across all channels – including social media – retailers risk alienating customers and driving them to other brands. To meet these challenges, many retailers are deploying software-as-a-service (SaaS) contact center systems that address these problems and create new opportunities. This eBook follows one shopper’s journey and how the concept of the contact center of the future provides the better overall experience.

Tags : zenithoptimedia, oracle, smarter service, contact center, lowest tco, cloud-based contact center, contact-center solutions, oracle rightnow solutions
    
By: IBM     Published Date: Oct 31, 2013

Grow revenue by building better relationships with your customers.

Tags : analytics, customer service, business analytics, customer relationship management, business intelligence, social media, customer retention, customer loyalty
    
By: IBM     Published Date: Oct 31, 2013

Business analytics can help customer service departments acquire the information and capabilities to transform themselves.

Tags : analytics, customer service, business analytics, customer relationship management, business intelligence, social media, customer retention, customer loyalty
    
By: ClearSlide     Published Date: Oct 24, 2013

To explore how effectively sales organizations are dealing with change, CSO Insights conducted a Sales Engagement Optimization (SEO) study, gathering input from 354 firms. Download now to see the results.

Tags : sales engagement platform, customer engagement, shorten sales cycles, sales enablement software, sales analytics, clearslide, customer management software, sales prospect tracking
    
By: LogMeIn Rescue     Published Date: Oct 21, 2013

For companies that sell products or services that require technical support, the support customers receive might be the only personal experience they can use to gauge their satisfaction with an organization. Since, for many of these organizations, customer satisfaction directly affects revenue, measuring customers’ satisfaction with the service experience and the services provided is extremely important as it enables these organizations to manage and improve the customer experience. This HDI Research Corner report reveals the findings from 264 support organizations that provide technical support for the services or products used by customers.

Tags : logmein, hdi research corner, customer satisfaction, customer support, support services, remote support, technical support, remote desktop connection
    
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