Call Centres use a wide variety of different technologies to allow them to manage the large volumes of work that need to be managed by the call centre. These technologies ensure that agents are kept as productive as possible, and that calls are queued and processed as quickly as possible, resulting in good levels of service.
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: 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.
White Paper Published By: CDW Vmware
Published Date: Aug 02, 2012
Your business counts on you for reliable, secure, responsive IT services. It's a nonstop job, with no time off to figure out complex new technologies or wrestle with software solutions designed for larger firms. Virtualization is the way
to simplify your IT without unnecessary complexity or cost.
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,
White Paper Published By: BMC Software
Published Date: Dec 21, 2011
This Executive Brief discusses IDC's perspective on how enterprise workload management requirements are changing and highlights the ways that workload automation solutions can address these emerging requirements
White Paper Published By: BMC Software
Published Date: Jul 01, 2011
All SaaS help-desks are not created equally. From basic ticket logging to full-featured, enterprise-grade service management solutions, there truly is something for everyone. Learn more about the key factors in deciding between a comprehensive or a slimmer selection for your organization.
White Paper Published By: BMC Software
Published Date: Jul 01, 2011
You can implement help desk processes based on ITIL easily with reduced up-front costs and automatic upgrades. Used by more than 72,500 companies worldwide, the Force.com platform is the most widely used Cloud platform in the world. Gain insights into the benefits of running your help desk in the cloud. Download this BMC Software white paper from Web Buyer's Guide to learn about a faster, more cost-effective, ITIL-based help desk solution than ever before possible
