PRESENTATION TRANSCRIPT - 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.
Posted: March 9, 2010 | Published: March 9, 2010


Topics:  Automatic Call Distribution Systems | Call Center Management | Call Center Services | Call Centers | Contact Center Management | Contact Center Workforce Management | Contact Centers | CRM | CRM Best Practices | Workforce Planning

ANALYST REPORT - 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.
Posted: March 9, 2010 | Published: June 1, 2009


Topics:  Benchmark Testing | Best Practices | Call Center Management | Call Centers | CRM | CRM Software | Customer Satisfaction | Customer Service | Customer Service Best Practices | ERP | Metrics | Performance Testing | Productivity

PRESENTATION TRANSCRIPT - 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.
Posted: March 8, 2010 | Published: March 5, 2010


Topics:  Best Practices | Call Center Management | Call Centers | Contact Center Management | Contact Centers | CRM Analytics | Customer Loyalty | Customer Satisfaction | Customer Service | Marketing | Surveys

WHITE PAPER - 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. 
Posted: March 5, 2010 | Published: April 1, 2009


Topics:  Call Center Management | Call Center Services | Call Centers | CRM | CRM Services | Customer Interaction Services | Customer Self-Service | Customer Service | Customer Support Software | IVR | Self-Service Applications Software

WHITE PAPER - 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.
Posted: March 3, 2010 | Published: March 2, 2010


Topics:  Automatic Call Distribution Systems | Call Center Management | Call Center Services | Call Centers | Cloud Computing | Contact Center Management | Contact Center Workforce Management | Contact Centers | CTI (Computer Telephony Integration) | Telephony Systems | VoIP

PODCAST - 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.
Posted: February 22, 2010 | Premiered: February 22, 2010


Topics:  Best Practices | Call Center Management | Call Centers | Contact Center Management | Contact Centers | CRM Analytics | Customer Loyalty | Customer Satisfaction | Customer Service | Marketing | Surveys

WEBCAST - 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.
Posted: February 22, 2010 | Premiered: February 22, 2010


Topics:  Best Practices | Call Center Management | Call Centers | Contact Center Management | Contact Centers | CRM Analytics | Customer Loyalty | Customer Satisfaction | Customer Service | Marketing | Surveys

PODCAST - 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.
Posted: February 15, 2010 | Premiered: February 15, 2010


Topics:  Call Center Management | Call Center Services | Call Center Software | Call Centers | Contact Center Management | Contact Center Workforce Management Software | Contact Centers | CRM | CRM Best Practices | CRM Hosting | VoIP

WEBCAST - 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.
Posted: January 29, 2010 | Premiered: January 29, 2010


Topics:  Call Center Management | Call Centers | Contact Center Workforce Management | CRM | CRM Best Practices | Productivity | Workforce Planning

PRESENTATION TRANSCRIPT - This presentation transcript shares techniques for communicating with your customers in an acceptable manner that fits their preferences while expanding your marketable universe.
Posted: December 30, 2009 | Published: December 30, 2009


Topics:  Call Center Management | Contact Center Management | Contact Center Software | Contact Centers | Customer Data Integration | Customer Data Management | Customer Privacy | Customer Satisfaction | Customer Service | Marketing

PODCAST - 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.
Posted: December 18, 2009 | Premiered: December 17, 2009


Topics:  Business Process Outsourcing | Call Center Management | Call Center Services | Call Center Software | Call Centers | CRM Hosting | Hosting Services | Outsourcing | Request for Proposals | SLA

WEBCAST - This webcast shares techniques for communicating with your customers in an acceptable manner that fits their preferences while expanding your marketable universe.
Posted: December 14, 2009 | Premiered: December 14, 2009


Topics:  Call Center Management | Contact Center Management | Contact Center Software | Contact Centers | Customer Data Integration | Customer Data Management | Customer Privacy | Customer Satisfaction | Customer Service | Marketing

PODCAST - This podcast shares techniques for communicating with your customers in an acceptable manner that fits their preferences while expanding your marketable universe.
Posted: December 14, 2009 | Premiered: December 14, 2009


Topics:  Call Center Management | Call Centers | Contact Center Management | Contact Center Software | Customer Data Integration | Customer Data Management | Customer Privacy | Customer Satisfaction | Customer Service | Marketing

WHITE PAPER - This paper examines current economic and business trends as well as challenges impacting the contact center market. It provides guidance and recommendations for contact centers looking for an alternative to on-premises contact handling solutions and more.
Posted: December 3, 2009 | Published: December 3, 2009


Topics:  Call Center Management | Call Center Services | Call Center Software | Call Centers | Customer Loyalty | Customer Satisfaction | Software as a Service | TCO | Telecommuting | Telephony Services

WHITE PAPER - Frequently, organizations that operate contact centers are faced with the challenge of working with inadequate telephony equipment. Frustrations range from having to get a few more years out of telephone equipment to having disparate systems. Read this white paper to learn about how contact centers can resolve these telecommunications complexities.
Posted: December 3, 2009 | Published: December 3, 2009


Topics:  Call Center Management | Call Center Services | Call Center Software | Call Centers | Contact Center Software | Contact Centers | Legacy Applications Software | Systems Management | Systems Management Software | Telephony Services | Telephony Systems