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.
White Paper Published 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.
White Paper Published 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.
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.
With advances in contact center automation, businesses are finding they can extend the same automation to service processes and touch-points throughout their organization.
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.
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.
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.
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.
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.
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.
DMG Consulting LLC identifies five top misperceptions, and dispels them with findings from their recent customer satisfaction study for hosted contact center services.
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.
White Paper Published 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?
White Paper Published 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.
ocial media is a valued communication channel for business. Yet many businesses still have questions about how to implement social media initiatives and where the contact center fits in.
Read what companies are doing to make PCC initiatives an integral part of their unified communications and customer retention strategies, from Mathew Erickson, senior product manager for outbound solutions at Interactive Intelligence,
Sybase PowerBuilder has remained throughout the years a bastion of application development productivity for a wide class of enterprise applications that combine database access with a highly productive graphical user interface (GUI).
White Paper Published By: BMC Software
Published Date: Aug 05, 2011
The survey findings paint an interesting picture - and an interesting disconnect. The very features that businesses are demanding before they will move to a SaaS solution (such as proven cost-effectiveness advantages over on-premise solutions) are benefits that many businesses are already enjoying from their SaaS solutions.
