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.
By: Genesys
Published Date: Apr 25, 2013
In this paper, we’ll look at how investing in the right contact center solution can help transform your enterprise and enhance your business outlook.
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By: Genesys
Published Date: Apr 25, 2013
Adopting a proactive approach to customer service has the potential to attract customers rather than losing them, to drive growth and innovation instead of hindering both.
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By: Genesys
Published Date: Apr 25, 2013
This whitepaper discusses a deeper logic to multi-channel communication - addressing the needs of today’s media-savvy customer with your company’s need for an integrated strategy of core beliefs and a foundation to grow on.
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In the insurance industry, call centers have become increasingly sophisticated in terms of their business capabilities and enabling technologies.
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Read how to improve cross-selling and up-selling, claims efficiency and market opportunities from insurance and IT industry authority, Mark Breading, SMA partner at SMA Strategy Meets Action.
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With advances in contact center automation, businesses are finding they can extend the same automation to service processes and touch-points throughout their organization.
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Read this whitepaper to learn why the human perspective is vital to BPA success.
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Read how in this first installment of a three-part series from two industry experts: Michele Rowan, president, At Home Customer Contacts, and Tim Passios, senior director of Solutions Marketing at Interactive Intelligence.
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For contact centers, it's getting easier to consolidate and centralize communications architectures and realize the benefits. Obviously, there are fewer applications and physical boxes to be administered and maintained.
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Integrating social media for customer care isn't really the question for businesses anymore.
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Read what makes the Interaction Center Platform a true-all-in-one solution for the contact center, the enterprise and the cloud, from Interactive Intelligence president and CEO Don Brown, and Tim Passios, senior director, Solutions Marketing.
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This paper dives into topics like asking to address future needs of your company, asking for any quick start packages, ensuring that your new phone bill costs will actually cost less than what you pay today and lots more insights to ensure a problem free phone system buying experience and installation.
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This white paper highlights specific situations that a business should evaluate before purchasing a new phone system, how the new system can save money, increase efficiency and decrease downtime.
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This whitepaper gets advise from phone system managers who were forefront in remedying phone system disasters.
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Our latest Summer 2012 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.
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DMG Consulting LLC identifies five top misperceptions, and dispels them with findings from their recent customer satisfaction study for hosted contact center services.
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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.
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Join Frost & Sullivan, Govolution and Angel as we discuss how you can make IVR customer-friendly by knowing your customers with the help of intelligent data, which allows you to personalize the experience. And you can make IVR even more effective by sourcing it from the cloud, which permits you to expand or shrink ports on demand as opposed to the expense of buying, installing, and maintaining them on your servers.
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Buying a Contact Center solution? Before talking to vendors it's important to identify the objectives you want to achieve with the new system. In this white paper, Compare Business Products experts identify key questions to help focus your business's needs and details on top contact center features.
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It's time to start shopping for a contact center phone system. But once you start, you soon find there are a huge, bewildering variety of features, options and approaches to choose from. So you need to do a lot of homework before making your choice. Here are five issues to consider that will help you get the features you need, avoid costly mistakes, and ask vendors the right questions.
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To choose the best contact center application for your business, be sure to evaluate which customer satisfaction attributes, supervisory controls, and call technology options are included and how these play into your business needs. This whitepaper will help you evaluate these important features and help you to make the best choice in selecting a contact center solution.
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For businesses researching new contact center solutions, this comparison chart is a great place to compare over 20 product features from leading vendors like Aspect, Frontrange, inContact, Nuance Communications, Telax, and more... Learn the differences between the top brands before you buy!
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Buying a robust call center phone system is critical for any business doing sales or support over the phone. Our editor reviews seven leading call center phone systems in the market today. This paper will empower any phone system buyer to make the right purchasing decisions on phone system features, reliability, scalability and cost effectiveness.
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By: LogMeIn
Published Date: Mar 01, 2012
Now may be the time to reevaluate your remote support to add new capabilities, increase efficiency and consolidate support tools. What do you stand to gain by switching your remote support tool?
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By: LogMeIn
Published Date: Mar 01, 2012
This guide will identify some key ways to keep the Service Desk human and ensure that customer service stays at the front and centre of everything that the Service Desk does.
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