Call Center Maximo - IT Management Guide Results for Call Center Maximo
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How To Kiss Your On-Premise Call Center Goodbye
by Contactual, Inc.
March 08, 2010
- (Free Research) This webcast discusses how on-premises call centers are outdated and inhibit the delivery of first-rate customer experience.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.
(WEBCAST)
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Presentation Transcript: Home Is Where the Money Is
by inContact
March 09, 2010
- (Free Research) Running a lucrative call center that provides value to its customers is no easy task. But with emerging SaaS technology, more and more call centers are considering a less expensive and lower maintenance at-home workforce. This transcript reveals the real cost of absenteeism and provides call center management best practices that boost growth.
(PRESENTATION TRANSCRIPT)
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Self-Service: Putting Customers First Makes You a Winner
by Microsoft
April 01, 2009
- (Free Research) This paper examines the business and call center trends driving automation, and provides insight on finding the right balance between self-service and live agent support.
(WHITE PAPER)
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Measuring Call Center Key Performance Indicators To Optimize Cost, Quality
by Contactual, Inc.
February 15, 2010
- (Free Research) In a recent interview, SearchCRM.com spoke with Eric Zbikowski, co-founder and managing partner at MetricNet, LLC, a provider of performance metrics and scorecards for corporations worldwide to learn tips for measuring call center KPIs without sacrificing call quality.
(PODCAST)
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Home Is Where The Money Is
by inContact
January 29, 2010
- (Free Research) Running a lucrative call center that provides value to its customers is no easy task. But with emerging SaaS technology, more and more call centers are considering a less expensive and lower maintenance at-home workforce. This webcast reveals the real cost of absenteeism and provides call center management best practices that boost company growth.
(WEBCAST)
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Dispelling 6 Common Myths about On-demand Call Center Solutions
by Contactual, Inc.
February 11, 2010
- (Free Research) The inability of early prototypes of on-demand contact centers to deliver feasible solutions for contact center users only served to reinforce the superiority of on-premise solutions, creating a number of myths which today have no bearing at all. This paper presents the 6 myths of on-demand call center solutions and debunks them all.
(WHITE PAPER)
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Weighing your call center hosting options
by inContact
December 17, 2009
- (Free Research) In this podcast, SearchCRM.com sits down with Richard Snow, a contact center technology and strategy expert with Ventana Research, who shares tips on how to select the right hosted contact center provider, create the proper RFPs, craft airtight SLAs, and more.
(PODCAST)
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Service Benchmarking and Measurement: Using Metrics to Drive Customer Satisfaction and Profits for Contact Centers
by Microsoft
June 01, 2009
- (Free Research) The ability to measure, monitor, assess, and track KPIs is critical to any organization's ability to manage its service operations. This report reveals how “Best-in-Class” contact and call center firms, distinguish themselves from the others.
(ANALYST REPORT)
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Presentation Transcript: A Practical Guide to Measuring Customer Satisfaction in a Contact Center
by Interactive Intelligence, Inc.
March 05, 2010
- (Free Research) This Presentation Transcript shares best practices on how to design, deploy and assess customer satisfaction surveys and use that information to improve performance in the contact center.
(PRESENTATION TRANSCRIPT)
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PODCAST: A Practical Guide to Measuring Customer Satisfaction in the Contact Center
by Interactive Intelligence, Inc.
February 22, 2010
- (Free Research) This podcast shares best practices on how to design, deploy and assess customer satisfaction surveys and use that information to improve performance in the contact center.
(PODCAST)
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WEBCAST: A Practical Guide to Measuring Customer Satisfaction in the Contact Center
by Interactive Intelligence, Inc.
February 22, 2010
- (Free Research) This webcast shares best practices on how to design, deploy and assess customer satisfaction surveys and use that information to improve performance in the contact center.
(WEBCAST)
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The New Math: Double Your Results for Half the Cost with a Cloud-Based Contact Center
by Contactual, Inc.
March 02, 2010
- (Free Research) 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.
(WHITE PAPER)
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Addressing the challenges of implementing a customer-centric strategy
by Infor CRM
December 05, 2008
- (Free Research) The need for customer insight and responsiveness to that insight is the foundation and driving rationale for the emerging CRM concept of continuous customer dialogue through multi-channel touchpoints.
(WHITE PAPER)
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Better Customer Insight, Better Bottom Line: Gaining Insight from Unified Information Access
by Attivio, Inc.
December 01, 2008
- (Free Research) In order to protect revenue and ensure the continuation of a company's most important customer relationships, it takes a 360 degree view of every customer to drive retention and loyalty improvement. Read this white paper to discover the uses and advantages of unified information access as well as VOC (voice of the customer) efforts.
(WHITE PAPER)
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New Contact Center Megatrends and How to Ride them: The Contact Center Executive’s Guide to Career Success in Turbulent Times
by eGain Communications Corp.
February 17, 2010
- (Free Research) Megatrends are not fads; they won’t go away after a while. The trick is to embrace change and stay ahead of these trends instead of getting swept away. This paper discusses what the seven megatrends of transforming contact centers today. Read on to learn more about these trends and learn some proven ways of how to benefit from them.
(WHITE PAPER)
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Delivering Customer Service via the Contact Center and the Web
by Microsoft
September 01, 2009
- (Free Research) This Aberdeen Research report provides an in-depth look how contact centers can significantly improve customer satisfaction by better understanding the process, procedures and technologies used by industry leaders.
(ANALYST REPORT)
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A Standard Approach to Process Documentation
by Lombardi Software
December 21, 2009
- (Free Research) Rachel Pace-Maron, Director of Operations Support Service at PRC, was asked to document, standardize and communicate all of her company's processes to help improve business processes across 15 domestic and 5 international call centers. Listen as Rachel shares her experience and covers key learnings.
(WEBCAST)
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7 Habits of Highly Effective Contact Centers and Help Desks
by eGain Communications Corp.
February 17, 2010
- (Free Research) In this paper, we discuss seven traits of successful contact centers and help desks, backed by stories and tips from our customers - some of the world’s most innovative customer service and support organizations. Read on to learn more about the seven habits that could set your contact center or help desk on the path to success and growth.
(WHITE PAPER)
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5 Web Self-Service Pitfalls: What Every Contact Center Manager Must Know
by eGain Communications Corp.
February 17, 2010
- (Free Research) This paper discusses and analyzes 5 myths frequently encountered in the context of self-service strategies and implementations, and offers proven industry best practices to counter them. This paper will be a valuable resource for you as you develop, implement, and refine your customer self-service strategy.
(WHITE PAPER)
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Financial Guide: How to save Money and Create Value in a Tough Economy
by Planon
January 15, 2009
- (Free Research) Real Estate and Workplace industry metrics and studies strongly suggest that hidden value on the balance sheet can reside within real estate and workplace assets.
(WHITE PAPER)
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Presentation Transcript: Integrating Customer Contact Preferences into your CRM System
by Gryphon Networks
December 30, 2009
- (Free Research) This presentation transcript shares techniques for communicating with your customers in an acceptable manner that fits their preferences while expanding your marketable universe.
(PRESENTATION TRANSCRIPT)
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Data Center Consolidation & Business Continuity
by Blue Coat
March 01, 2009
- (Free Research) Consolidating data centers directly affects OPEX by reducing costs -- not only of buildings, but the staff to run the data centers -- as well as reducing the complexity of the network. When consolidation is well architected, it calls for data mirroring, storage replication, and backup processes in order to proactively plan for business continuity.
(PRODUCT OVERVIEW)
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TechWiseTV: Unlocking the Potential of Virtualization
by Cisco Systems, Inc.
July 30, 2009
- (Free Research) Virtualization has become the standard in data centers today with its ability to allow IT pros to do more with less – but it still has its challenges. Watch this episode of Cisco TechWiseTV to learn how to overcome these challenges to take full advantage of virtualization.
(WEBCAST)
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Data Center Servers and Storage E-Book Chapter 1: Selecting a Server for Virtualization
by Dell, Inc. and Intel
March 09, 2010
- (Free Research) Selecting a new server is always a crucial call, but virtualization adds some wrinkles that administrators must be aware of. This first chapter outlines the selection criteria with special emphasis on hardware attributes that demand serious consideration in a virtual environment.
(EBOOK)
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Online Training Case Study
by SyberWorks, Inc.
December 2008
- (Free Research) The operations division in a large multibillion-dollar service company had significant challenges training its franchisees to overcome these challenges the company purchased and installed the SyberWorks Training Center with a 250-seat license.
(CASE STUDY)
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