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| Most Popular Call Center Management Reports
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Security in the Call Center: Verifying Customer Identities without the Inconvenience
sponsored by RSA, The Security Division of EMC
 | White Paper: | Posted: 25 Sep 2009
| | Published: | 18 Sep 2009 | |
Summary: |
Is securing the Call Center possible without impacting the
customer experience? This paper discusses the advantages and benefits of using knowledge-based authentication (KBA) to bolster Call Center security over other solutions.
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Communications Skills for Remote Support
sponsored by LogMeIn, Inc.
| White Paper: | Posted: 16 Sep 2009
| | Published: | 16 Sep 2009 | |
Summary: |
A new era of on-demand remote support has brought with it a unique challenge to the agents who practice it: a new level of transparency for their interpersonal skills. In this white paper, you'll learn from an experienced communications skills expert, 4 specific steps to help supercharge your customer relationships in an era of remote support.
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The Leader in On-Demand Call Centers: Five9 Product Overview
sponsored by Five9
| Product Overview: | Posted: 11 Sep 2009
| | Published: | 10 Sep 2009 | |
Summary: |
Five9 is the leader in on-demand call center products. Watch this overview to learn about all the products Five9 has to offer to help improve your call center operations and learn just how easy it is to use the many products available from Five9.
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VoIP and Lower TCO Will Drive Adoption of Hosted On-Demand Contact Centers
sponsored by Five9
| White Paper: | Posted: 10 Sep 2009
| | Published: | 10 Sep 2009 | |
Summary: |
Read this paper to learn how organizations that have selected a hosted contact center solution have minimized or even eliminated the cost of their IT or telecom support departments. Keep reading to learn what the benefits a hosted contact center solution can have for your company.
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Award-Winning VoIP Provider Deploys Five9 in Profit Centers to Launch Marketing Campaigns
sponsored by Five9
| Case Study: | Posted: 10 Sep 2009
| | Published: | 10 Sep 2009 | |
Summary: |
Read case study to learn how Vonage selected the Five9 Virtual Call Center Suite to launch an ambitious campaign to win back over 70,000 customers. Read on to learn how Five9 Virtual Call Center Suite offers superior-quality VoIP, predictive dialer, inbound call capabilities, comprehensive management and customer tracking tools, and more.
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Leading Auto Repair Services Provider Boosts Efficiency with Easy-to-Use CRM Solution
sponsored by Microsoft
| Case Study: | Posted: 25 Aug 2009
| | Published: | 25 Jul 2008 | |
Summary: |
After evaluating several customer relationship management solutions, including Salesforce.com, the company replaced NetSuite CRM with Microsoft Dynamics® CRM. Using Microsoft Dynamics CRM, the company cut call times in its customer support call center by 30%, reduced agent training time by 25 percent, and strengthened its growth capacity.
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Best Practices in the Call Center: A Customer Touch-Point Methodology
sponsored by Oracle Corporation
| White Paper: | Posted: 26 Jan 2009
| | Published: | 26 Jan 2009 | |
Summary: |
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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Still Struggling to Reduce Call Center Costs without Losing Customers?
sponsored by SAP America Inc
| White Paper: | Posted: 01 Feb 2008
| | Published: | 01 Feb 2008 | |
Summary: |
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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CRM without Compromise: A Strategy for Profitable Growth
sponsored by SAP America Inc
| White Paper: | Posted: 07 Nov 2007
| | Published: | 01 Apr 2007 | |
Summary: |
This white paper describes the concept of “CRM without compromise,” elucidating how organizations can maximize their results by taking a more structured, holistic approach to CRM across the enterprise to gain a competitive advantage and profitable growth.
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