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

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 - 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

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

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

WHITE PAPER - Read this paper to learn about options for deploying and managing a home-based agent model with the ultimate goal being increased customer loyalty. As the key driver in this model, other cumulative benefits result: higher agent productivity, reduced attrition, lower operational costs, stronger business continuity, and more.
Posted: December 3, 2009 | Published: December 3, 2009


Topics:  Call Center Management | Call Center Services | Call Centers | Contact Center Management | Contact Center Services | Contact Center Software | Contact Center Workforce Management | Contact Center Workforce Management Software | Contact Centers | Software as a Service