WEBCAST - This webcast discusses how on-premises call centers are outdated and inhibit the delivery of first-rate customer experience.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.
Posted: March 8, 2010 | Premiered: March 8, 2010


Topics:  Application Hosting | Call Center Software | Call Centers | Contact Centers | Customer Service | Software as a Service

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

WHITE PAPER - 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.
Posted: February 11, 2010 | Published: February 11, 2010


Topics:  Call Center Software | Call Centers | Contact Center Management | Contact Center Services | Contact Center Software | Contact Center Workforce Management | Contact Center Workforce Management Software | Contact Centers | CRM | CRM Best Practices | Customer Interaction Services | Workforce Management Software

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