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| Most Popular Call Centers 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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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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Addressing the challenges of implementing a customer-centric strategy
sponsored by Infor CRM
| White Paper: | Posted: 05 Dec 2008
| | Published: | 05 Dec 2008 | |
Summary: |
The need for customer insight and responsiveness to that insight is the foundation and driving rationale for the emerging CRM concept of continuous customer dialogue through multi-channel touchpoints.
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Increase Profits and Customer Satisfaction in the Communications Industry
sponsored by Infor CRM
| White Paper: | Posted: 05 Dec 2008
| | Published: | 05 Dec 2008 | |
Summary: |
Leading companies are placing more emphasis on inbound marketing and intelligent customer interactions as the means for building powerful customer relationships that boost profitable growth.
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Differentiation through Service Excellence Driving Customer Loyalty and Service Profitability
sponsored by SAP America Inc
| White Paper: | Posted: 17 Sep 2008
| | Published: | 17 Sep 2008 | |
Summary: |
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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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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Empowerment as a Growth Strategy
sponsored by Oracle Corporation
| White Paper: | Posted: 26 Sep 2007
| | Published: | 01 Sep 2007 | |
Summary: |
Companies are using technology and other tools to help employees deliver an organization's best collective thinking during each customer interaction. Among them is Hewlett-Packard (HP), which we will feature in this paper. We will also explain why empowering your key customer-facing employees is the new path to achieving extraordinary results.
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SEE: Related Topics