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 - This Aberdeen Research report provides an in-depth look how contact centers can significantly improve customer satisfaction by better understanding the process, procedures and technologies used by industry leaders.
Posted: March 9, 2010 | Published: September 1, 2009


Topics:  Best Practices | Contact Center Management | Contact Center Services | Contact Center Workforce Management | Contact Centers | Customer Satisfaction | Customer Self-Service | Customer Service | Customer Service Best Practices | Productivity | Self-Service Applications Software

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 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

WHITE PAPER - This paper discusses and analyzes 5 myths frequently encountered in the context of self-service strategies and implementations, and offers proven industry best practices to counter them. This paper will be a valuable resource for you as you develop, implement, and refine your customer self-service strategy.
Posted: February 17, 2010 | Published: February 17, 2010


Topics:  Business Process Management | Contact Center Management | Contact Centers | CRM | CRM Best Practices | Customer Interaction Services | Customer Self-Service | Customer Service | Customer Service Best Practices

WHITE PAPER - 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. Read on to learn more about the seven habits that could set your contact center or help desk on the path to success and growth.
Posted: February 17, 2010 | Published: February 17, 2010


Topics:  Business Process Management | Contact Center Management | Contact Centers | CRM | CRM Best Practices | Customer Interaction Services | Customer Service | Customer Service Best Practices | Help Desk Management | Help Desks

WHITE PAPER - Megatrends are not fads; they won’t go away after a while. The trick is to embrace change and stay ahead of these trends instead of getting swept away. This paper discusses what the seven megatrends of transforming contact centers today. Read on to learn more about these trends and learn some proven ways of how to benefit from them.
Posted: February 17, 2010 | Published: February 17, 2010


Topics:  Business Process Management | Contact Center Management | Contact Centers | CRM | CRM Best Practices | Customer Interaction Services | Customer Service | Customer Service Best Practices | Knowledge Management

WHITE PAPER - This paper explores seven innovations and best practices for "green customer service" that are being adopted by best-of-breed contact centers. It does not cover known green practices in infrastructure areas such as power consumption or virtualization, but focuses on processes for greening complex customer service interactions.
Posted: February 17, 2010 | Published: February 17, 2010


Topics:  Business Process Management | Business Processes | Contact Center Management | Contact Centers | CRM | CRM Best Practices | Customer Service | Customer Service Best Practices | 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

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

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

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

WHITE PAPER - Read this paper to learn how important an efficient and effective contact center is and how Infor CRM Epiphany Contact Center enables carriers to create a highly efficient, customer-centric, multichannel contact center, providing a better customer service experience and increasing customer loyalty.
Posted: July 22, 2009 | Published: July 22, 2009


Topics:  Contact Center Management | Contact Center Software | CRM | CRM Best Practices | Customer Interaction Services | Customer Loyalty | Customer Retention | Customer Satisfaction | Customer Service | Customer Service Best Practices