Contact Center

This paper explains how to move the contact center beyond operational efficiency to business effectiveness and provides best practices employed by businesses that already operate their contact centers as profit centers and touching on the technology that makes it possible. Read on to learn how to transform your contact center into a profit center.

For years, the goal of the contact center has been to operate efficiently, keeping costs as low as possible. During the...

With the emergence of worldwide competition in the contact center business, working from a defined methodology is becoming increasingly important. This guide provides an approach to the different methodologies you can use, with information not only on running contact centers, but also on implementing contact center technology in a profitable way.

A contact center is many things - cost center, profit center, key source of revenue, key source of frustration, strategic weapon, strategic...

thereby increasing customer loyalty.

An integrated contact center is a complex contact center. With various systems linked together in one way or another, things like reporting and administration, as well as troubleshooting become quite difficult. Accurate, comprehensive reporting is essential for managing a successful contact center operation. Supervisors and managers need to know about the status of queues, campaigns, and agents in order to make educated staffing and routing...

In this paper we examine two alternatives: building a contact center in-house versus using an online service such as Contactual OnDemand Contact Center to interact efficiently with customers.

As the role of the contact center evolves, the transactions performed in such an environment can expand to include responding to marketing campaign promotions and increased interactions with customers. Now more than ever, the contact center is a major component of the customer lifecycle...

In this e-book learn about emerging contact center technology trends and newer options like self-service technology, analytics and Web 2.0. Find out about 10 must-have technologies for the contemporary contact center. Learn how to select the best technology to meet your needs, and read expert advice for setting up contact center technology.

Running a successful contact center involves planning on many levels, and technology planning is a significant part of the...

to gain a better understanding of building a multichannel contact center and eight tips for enhancing the customer service in your contact center.

According to Gartner's Magic Quadrant for CRM Customer Service Contact Centers, by 2013 at least 35% of customer service centers will integrate community or social capabilities as a part of the contact center solution. As customers expect more social media from customer service, contact centers are seeking ways to infuse social CRM into their...

these new channels and few have a formal customer service or contact center social media group in place.

In this expert e-guide, you will discover ways that contact centers are using social media channels to manage customer contact volume and the 10 steps to creating a call center social media strategy.

of how to benefit from them.

These are interesting times for contact center executives. As the rise of the internet (and no, mobile internet) and social networks collide with forces of globalization, contact centers find themselves in the eye of the storm. They are buffeted by powerful winds of change, ranging from dramatic migration of most phone business to the Web in some industries (almost 80% of retail trades are now conducted over the web in brokerage firms) to the high-profile outsourcing of...

Overhauling legacy contact center technology is often costly and time-consuming, but it doesn't have to be. This expert e-guide offers advice on deciding when it's time to upgrade your contact center, making the business case for an overhaul, and important change management considerations. ...

For service organizations looking to cut costs, the contact center is the go-to department, seeing as it often has high staffing counts within the company. Check out this expert e-guide to learn how you can effectively identify opportunities and decrease spending in your contact center, without sacrificing customer experience. ...

Check our this easy to read resource to discover 7 trends in contact center strategy, so that you can prepare your organization for what's to come

Just like in the fashion world, in the business world trends come and go.  For customer service contact centers, it's critical to stay on top of the latest in technology and practices in order to provide your customers with the experience they expect.

Check out this easy to read resource to discover 7 trends in contact center strategy, so that you can prepare...

issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies.

This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out...

paper to learn what should be addressed when moving your contact center to the cloud including important security risks.

As organizations move away from environments were data is centrally accessed and stored to more efficient virtualized environments, issues arise. Cloud provides significantly more business benefits than a traditional infrastructure, however confidence in cloud security is a justifiable and top-of-mind concern. Adequately securing a cloud-based contact center...

encourage innovation. Although the focus of this paper is on contact center and web customer service software, the discussion is broad enough to be a valuable guide for any technology investment.

Contact centers and ebusiness operations want their IT departments to take charge. Besieged by a whole slew of technology trends that won’t go away, contact centers need IT to respond, to draw up and deliver on a smart master plan that includes WEB 2.0, cloud computing, virtualization, going mobile...

Hosted contact center adoption is increasing rapidly. Solutions provide quick deployment, quantifiable ROI, scalability, ongoing investment protection, reduced maintenance burden and minimal cash outlays. DMG Consulting, a leading contact center firm, has just released this new report discussing key market trends, ROI benefits, and key players.

Hosted contact center adoption is increasing at a rapid rate. Solutions provide quick...

on to learn more about the seven habits that could set your contact center or help desk on the path to success and growth.

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. Based on well-understood principles of long-term effectiveness, these habits are simple, organic, cohesive, and very powerful. Read on to learn more about the seven...

handbook offers insight into how you can modernize your contact center capabilities and meet customer demands – including dreaded mobile and social computing requirements that have put many companies in the virtual hot seat lately.

Read on to learn about:

• Knowledge management systems, voice/predictive analysis software and other useful tools
• How mobile devices enable contact centers to respond quickly to customers
• And how to avoid common social media pitfalls

Sponsored By: Five9

consolidate the many, diverse activities of the enterprise contact center on a single virtual platform that supports the global distribution of contact center agents.

 

This white paper explains the benefits of consolidation 2.0 and shows how it best meets the demands of today's global business environment. Explore how standardizing you contact center under consolidation 2.0 provides far-reaching freedom and flexibility, including the ability to:

• Increase customer satisfaction
• Improve

...

how the PeopleSoft CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC. Contact centers for service, support, sales, and marketing are continuously seeking ways to improve customer experience and operational efficiency. Integrating the PeopleSoft CRM application into the multi-channel call center is a critical means to achieve both of these...

out seven key trends that are driving effectiveness in the contact center.

Customers want to use social media, video, instant messaging and more to contact you. Without losing the real-time interaction of a phone call, they want to connect on their preferred channel at any time of day. Read the new research in Seven Trends Driving Effectiveness in the Contact Center.

Collecting contact center data is just the first step to serving your customers more effectively. Understanding qualitative data using the newest analytics technologies is also essential - learn how to turn your data into actionable intelligence in this helpful resource.

Collecting contact center data is just the first step to serving your customers more effectively. Understanding qualitative data using the newest analytics...

Think that leveraging a social media contact center strategy won't work for your business? You may want to check the facts. As this white paper explains, case studies of companies with successful social media strategies within their contact centers abound. Open this paper to discover the perhaps surprisingly significant business benefits.

How a company or organization behaves and reacts to communications taking place on various social media platforms increasingly...

outlines the key capabilities of a next-generation contact center and explores the various tools you should consider for supporting a collaborative CRM initiative.

Today's consumers are tapped in to social networks, and they expect the companies they do business with to be as well. Customers are demanding high levels of service from a variety of new channels - channels that bring both risk and opportunity for customer relationship management (CRM).

Savvy businesses realize that in...

migration from legacy voice technology to VoIP in a contact center or enterprise environment. Continue reading to learn more about these five steps and learn how they can help you.

Voice over IP (VoIP) has arrived and is here to stay. Many contact centers are realizing the increased flexibility and cost advantages of placing voice traffic on existing data networks. This migration allows increased efficiencies by managing only a single data network instead of separate voice and data...

In the context of the contact center, being able to provide agents with insights needed to support and engage customers is critical to deliver a positive customer experience. And agent desktop optimization (ADO) initiatives help contact centers accomplish this objective by empowering agents. Continue on for insights.

Data from a 2012 study indicates that on average, agents need to use five different screens to access separate systems that provide them...