Call Center Management Software, Hardware, Services and Research Papers

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Still Struggling to Reduce Call Center Costs without Losing Customers? by SAP AG

February 01, 2008 - (Free Research) Efficient call centers that also meet customer expectations is a challenge that many organizations face. Discover the key steps to turning your call center into a strategic asset.

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Differentiation through Service Excellence Driving Customer Loyalty and Service Profitability by SAP AG

September 17, 2008 - (Free Research) The importance of achieving service excellence is growing. Products are increasingly becoming commodities, and CEOs are recognizing that first-rate service is crucial to enhancing customer satisfaction. This paper explores the crucial links between customer service and customer satisfaction.

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Reduce Costs and Increase Performance: The SaaS Advantage for Contact Centers by inContact

December 03, 2009 - (Free Research) 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.

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Don’t Let Outdated Telephony Hardware Slow You Down: Unifying Contact Centers Regardless of Location, Hardware Infrastructure or Agent Count by inContact

December 03, 2009 - (Free Research) 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.

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The Work-at-Home Agent Model for Improved Customer Loyalty by inContact

December 03, 2009 - (Free Research) 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.

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Finding the Way Home: How to Design Your At-Home Agent Framework by inContact

December 01, 2009 - (Free Research) Join our guest speaker Krystal Sautter, of Moving Beyond the Bricks, as she outlines what it takes to get moving. Watch this webcast to learn how to use virtual infrastructure, staff for at-home positions and manage, train and coach home agents and evaluate your results.

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Controlling the Cost of Audio Conferencing by Citrix Online

September 10, 2009 - (Free Research) This Wainhouse Research application brief explores the costs of audio conferencing – specifically whether organizations consider cost to be a problem and what they're doing to control it.

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Best Practices in the Call Center: A Customer Touch-Point Methodology by Oracle Corporation

January 26, 2009 - (Free Research) One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions.

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