WHITE PAPER - This paper explores how to reduce agent-handled call volume – by increasing self-service success and by routing more calls to the correct queue and to increase customer satisfaction with the IVR. Continue reading to learn how analyzing customer behavior inside your IVR will reveal fixable obstacles and frustrations that will make a big difference.
Posted: July 22, 2010 | Published: July 22, 2010


Topics:  Automatic Call Distribution Systems | Call Center Management | Call Center Services | Call Center Software | Contact Center Management | Contact Center Services | Contact Center Software | CRM | CRM Analytics | CTI (Computer Telephony Integration) | Customer Retention | IVR

PRODUCT LITERATURE - This directory was designed to be a valuable resource for those getting started with research or evaluating vendors in the CRM market.  Inside, you’ll find basic information about the major vendors in the WFM market and the products they sell. Continue reading to find out which products are right for your organization.
Posted: July 13, 2010 | Published: July 13, 2010


Topics:  Automatic Call Distribution Systems | Call Center Management | Call Center Software | Contact Center Software | Contact Center Workforce Management | Contact Center Workforce Management Software | CRM | CRM Software | CTI (Computer Telephony Integration) | IVR | Workforce Management Software

EBOOK - What’s the best way to determine short and long term call center technology requirements? Should you consider outsourcing or using SaaS deployment options? How can you incorporate Web 2.0, social media and mobile technologies into your call center? This e-book on selecting call center technology will help you answer these questions and more!
Posted: June 17, 2010 | Published: June 17, 2010


Topics:  Automatic Call Distribution Systems | Call Center Management | Call Center Software | Cloud Computing | Contact Center Management | Contact Center Software | CTI (Computer Telephony Integration) | IVR | Software as a Service | Web 2.0

WEBCAST - This webcast discusses how on-premises call centers are outdated and inhibit the delivery of first-rate customer experience.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.
Posted: March 8, 2010 | Premiered: March 8, 2010


Topics:  Application Hosting | Automatic Call Distribution Systems | Call Center Management | Call Center Services | Call Center Software | Call Centers | Contact Center Management | Contact Center Workforce Management | Contact Centers | CTI (Computer Telephony Integration) | Customer Service | IVR | Software as a Service | Telephony Systems

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