WHITE PAPER:
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.
WHITE PAPER:
In this white paper, explore two alternatives to traditional infrastructures: cloud deployments and managed services. Discover how managed services allow you to keep your contact center infrastructure on-premise without the burden of managing it, and how cloud deployments offer a scalable host solution with unparalleled flexibility.
EGUIDE:
In this guide, learn how call center optimization can improve your CX strategy. Discover 5 common customer support problems affecting your CX, and learn how call center transformation can increase business value and drive customer satisfaction.
WHITE PAPER:
There has been tremendous innovation in contact center WFM over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.
EGUIDE:
Consult this expert e-guide to uncover how you can provide customer support across multiple communication channels. Assisting customers efficiently is imperative to the reputation of your business. This e-guide covers best practices for managing multiple channels, so you can prepare for communication from every angle.
EZINE:
In this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%.
WHITE PAPER:
This exclusive resource discusses the critical role that contact centers play in driving customer satisfaction and how your organization can ensure that your contact centers provide customers with the experience that they desire.
WHITE PAPER:
There is added pressure for modern contact center agents, with customers armed to the teeth with devices to connect with businesses—from tweets to texts to phone calls. But with proper metrics to gauge performance and lead to instructive training, some of that pressure can be alleviated.
EBOOK:
Find out why it's hard to determine exactly how to integrate social channels with CRM and how your business model -- and finding where your customers hang out -- will show the way.
EBOOK:
Automation technologies were created to provide customers with a standardized, consistent experience. Why, then, are companies trying to avoid them? In this e-book, you'll learn why automation technologies don't work for every contact center use case, regardless of their intent.
