Contact Center Management Software, Hardware, Services and Research Papers

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Migration Corner by Cisco Systems, Inc.

October 23, 2009 - (Free Research) What are the business benefits, steps, and best practices of migrating legacy communications systems and applications (mobility, desktop clients, presence, contact center, and conferencing)? Ask, share, and learn basics to advanced from your peers, Cisco, and other experts. Help each other while helping yourself!

(INFORMATION CENTER)

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New Contact Center Megatrends and How to Ride them: The Contact Center Executive’s Guide to Career Success in Turbulent Times by eGain Communications Corp.

February 17, 2010 - (Free Research) 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.

(WHITE PAPER)

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How To Kiss Your On-Premise Call Center Goodbye by Contactual, Inc.

March 08, 2010 - (Free Research) This webcast discusses how on-premises call centers are outdated and inhibit the delivery of first-rate customer experience.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.

(WEBCAST)

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The Empowered Customer: Productivity Enhancements in a Digital Era by Microsoft

March 05, 2010 - (Free Research) This white paper discusses how gathering intelligence from multiple sources such as social media, customer service centers and online support, and then transforming that intelligence into productivity improvements are vital steps in transforming customer service in the digital age.

(WHITE PAPER)

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Delivering Customer Service via the Contact Center and the Web by Microsoft

September 01, 2009 - (Free Research) 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.

(ANALYST REPORT)

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Measuring Call Center Key Performance Indicators To Optimize Cost, Quality by Contactual, Inc.

February 15, 2010 - (Free Research) 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.

(PODCAST)

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7 Habits of Highly Effective Contact Centers and Help Desks by eGain Communications Corp.

February 17, 2010 - (Free Research) 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.

(WHITE PAPER)

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Dispelling 6 Common Myths about On-demand Call Center Solutions by Contactual, Inc.

February 11, 2010 - (Free Research) 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.

(WHITE PAPER)

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Efficiency, Effectiveness and Customer Loyalty in the Insurance Contact Center by Infor CRM

July 22, 2009 - (Free Research) 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.

(WHITE PAPER)

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