WHITE PAPER - 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.
Posted: August 26, 2010 | Published: August 26, 2010


Topics:  Call Center Management | Contact Center Management | Contact Centers | CRM | CRM Services | Customer Satisfaction | Customer Service

WHITE PAPER - It’s important to approach VoIP with your eyes wide open – to understand the technology involved, the investment required, and an affordable migration path to VoIP that will deliver value to your business, both short- and long-term, without compromising the quality of your communications. Read this paper to find out more.
Posted: August 16, 2010 | Published: August 16, 2010


Topics:  Call Center Management | Call Centers | ISP | LAN | PSTN | SMBs | VoIP | WAN

WHITE PAPER - While moving to an IP phone system will bring great advantages, the more options, features, functions and capabilities that are available, the more decisions the buyer has to make. That makes it crucial to thoroughly understand your needs before you buy. In this guide are seven steps to help in that process.
Posted: August 16, 2010 | Published: August 16, 2010


Topics:  Call Center Management | Call Center Services | Call Centers | IP | IP Phones | PSTN | Remote Users | VoIP

CASE STUDY - Implementing the Google Search Appliance not only reduced the amount of time TiVo's Customer Support Agents spent searching for content, it also reduced time spent on the phone with customers, ultimately leading to reduced call center costs. Watch this video.
Posted: August 3, 2010 | Published: March 20, 2009


Topics:  Call Center Management | Call Center Software | Customer Service | Data Management | Enterprise Search Software | Information Management | Knowledge Management | Search Engines

PRODUCT OVERVIEW - Citrix® GoToAssist® Corporate™ is a comprehensive and secure remote support solution that helps businesses increase revenue and reduce costs while improving customer satisfaction and problem resolution times. Continue reading this product overview to learn more.
Posted: July 29, 2010 | Published: July 28, 2010


Topics:  Call Center Management | CRM | Customer Satisfaction | Customer Service | Customer Support Software | Remote Office Connectivity | Remote Support Services

WHITE PAPER - This paper explores how to reduce agent-handled call volume – by increasing self-service success and by routing more calls to the correct queue and to increase customer satisfaction with the IVR. Continue reading to learn how analyzing customer behavior inside your IVR will reveal fixable obstacles and frustrations that will make a big difference.
Posted: July 22, 2010 | Published: July 22, 2010


Topics:  Automatic Call Distribution Systems | Call Center Management | Call Center Services | Call Center Software | Contact Center Management | Contact Center Services | Contact Center Software | CRM | CRM Analytics | CTI (Computer Telephony Integration) | Customer Retention | IVR

WHITE PAPER - First-contact resolution, or FCR, is a leading performance driver in the support centre. This 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.
Posted: July 14, 2010 | Published: July 14, 2010


Topics:  Call Center Management | Call Centers | Customer Satisfaction | Customer Service | Customer Service Best Practices | Help Desk Management | Help Desks | Technical Support Staff

WHITE PAPER - To maximize customer satisfaction and reduce costs, leading edge companies are using whole call analytics to examine voice interactions holistically. The result is new visibility of previously hidden improvement opportunities. Continue reading to learn how your company can reduce costs and improve customer satisfaction with whole call analytics.
Posted: July 14, 2010 | Published: July 14, 2010


Topics:  Analytic Applications Software | Call Center Management | Call Center Software | Call Centers | Contact Center Management | CRM | CRM Analytics | Customer Satisfaction | Customer Service | Customer Service Best Practices

PRODUCT LITERATURE - This directory was designed to be a valuable resource for those getting started with research or evaluating vendors in the CRM market.  Inside, you’ll find basic information about the major vendors in the WFM market and the products they sell. Continue reading to find out which products are right for your organization.
Posted: July 13, 2010 | Published: July 13, 2010


Topics:  Automatic Call Distribution Systems | Call Center Management | Call Center Software | Contact Center Software | Contact Center Workforce Management | Contact Center Workforce Management Software | CRM | CRM Software | CTI (Computer Telephony Integration) | IVR | Workforce Management Software

WEBCAST - Watch this webcast and learn how to improve your IVR’s performance and reduce agent-handled call volume drastically. The webcast compares the effectiveness of IVR systems from six call centers, and explores why self-service rates vary from the single digits percentage-wise to almost half of inbound calls (in the same industry!) .
Posted: June 25, 2010 | Premiered: June 24, 2010


Topics:  Call Center Management | Call Centers | Contact Centers | Customer Service | IVR | Voice Recognition

EBOOK - What’s the best way to determine short and long term call center technology requirements? Should you consider outsourcing or using SaaS deployment options? How can you incorporate Web 2.0, social media and mobile technologies into your call center? This e-book on selecting call center technology will help you answer these questions and more!
Posted: June 17, 2010 | Published: June 17, 2010


Topics:  Automatic Call Distribution Systems | Call Center Management | Call Center Software | Cloud Computing | Contact Center Management | Contact Center Software | CTI (Computer Telephony Integration) | IVR | Software as a Service | Web 2.0

WEBCAST - This webcast discusses how on-premises call centers are outdated and inhibit the delivery of first-rate customer experience. Tune in and learn how your company can improve and simplify contact center operations while dramatically lowering costs via the Software as a Service (SaaS) model.
Posted: March 8, 2010 | Premiered: March 8, 2010


Topics:  Application Hosting | Automatic Call Distribution Systems | Call Center Management | Call Center Services | Call Center Software | Call Centers | Contact Center Management | Contact Center Workforce Management | Contact Centers | CTI (Computer Telephony Integration) | Customer Service | IVR | Software as a Service | Telephony Systems

WHITE PAPER - This paper examines the differences between on-premises contact centers and hosted alternatives. It looks at the reasons why on-premises contact centers are becoming obsolete, and offers suggestions for how enterprises can eliminate capital expenditures while increasing customer satisfaction and staying on the forefront of innovation.
Posted: March 3, 2010 | Published: March 2, 2010


Topics:  Automatic Call Distribution Systems | Call Center Management | Call Center Services | Call Centers | Cloud Computing | Contact Center Management | Contact Center Workforce Management | Contact Centers | CTI (Computer Telephony Integration) | Telephony Systems | VoIP

WHITE PAPER - For communications companies - whether focused on telecommunications services or media content - these are challenging times. Markets are saturated with new offerings, and margins continue to diminish. In response, communications service providers (CSPs) are concentrating on improving offers of voice, content, and data services.
Posted: April 27, 2009 | Published: April 27, 2009


Topics:  Analytic Applications Software | Call Center Management | CRM | CRM Best Practices | CRM Software | Customer Loyalty | Customer Profiles | Real-time Analytical Software | Revenue Projections | SAP (Product)

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