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We live in a world of rapid innovation, where 1.35 million tech startups compete alongside established businesses to carve out a customer base for themselves. In this environment, it’s not always clear what differentiates one company from others that offer similar products. In truth, for most companies, the most effective differentiator isn’t directly related to...
Contact centers must deal with risk every day - compliance violations, financial fraud, data breaches, identity theft - they're all present. This white paper explores the various ways to mitigate risk while still providing personalized services. Topics that are covered: Understanding contact center risk and the primary response type The role of PCI-DSS in the...
Cloud-based SaaS, or Contact Center-as-a-Service (CCaaS) models are being considered for all kinds of business applications and the shift to cloud includes contact center technology. Download The White Paper
Over the past few years, we have seen dramatic changes in the relationship between corporate business and customer. Across the western world, power has been steadily shifting back to the consumer. Most markets are mature and this speed of commoditization has made it all the more important to handle customers in the way they want to be handled...
Call center managers often attempt to improve agent engagement by tracking call center metrics and posting them on a bulletin board for everyone to see. But these efforts are labor intensive and difficult to sustain. How can you expect agents to remain engaged if they don’t know how well they’re performing? The good news is call centers can...
Download this white paper to understand why this change is occurring and how contact centers can invest ind sound WFM and L&D solutions to provide their current workforce with the skills they need to keep service levels on pace. Download Now
Contact Center service levels are perhaps the primary indicator of performance success, so you have to take them seriously. But this is hard to do because there’s no few if any standards to work from. Workforce management solutions, however, can you’re your contact center more easily determine what your service levels should be, and how...
Today's customers arrive at the point of purchase better equipped than ever before to ask pertinent questions and make informed demands. And sales staff (and every other department, really) can no longer get by using pre-scripted answers or blinding customers with spin. Instead, this generation of consumers expects staff to know about an ever greater...
Every day, omnichannel becomes less of an option and more of a requirement for conducting business in the 21st Century. Customers demand a consistent and unified experience across communication channels, and that can only come from integrating disparate systems and data silos. The benefits to business are obvious: Improve customer service and strengthen customer loyalty....
Workforce management software can help call centers easily and effectively accommodate agents’ work time preferences while controlling for shift allocation fairness. Ineffective scheduling can impact agent motivation and the bottom line. Learn how two organizations improved agent motivation and increased profitability with workforce management software. Download the whitepaper.
Implementing an omnichannel solution is a significant and complex undertaking. Download this white paper to learn how to avoid pushback and coordinate stakeholders and decision makers across multiple departments for omnichannel success.
For years, contact centers have had to make sacrifices. If they wanted an affordable solution that was quick and easy to set up, they gave up functionality and scalability. If they required a full-featured, scalable solution then they paid the price – both in terms of hardware/software costs and ease of use. But these sacrifices...
It’s an exciting time to be in customer service. Decision makers are increasingly recognizing the vital role contact centers play in the success of the business. Case in point: When asked which initiatives are likely to be top business priorities over the next 12 months, 80 percent of respondents to a Forrester survey1 ranked acquiring...
If you think you're scared of performing personal pharmacy or credit card transactions in the cloud, imagine the concerns of business managers when it comes to security and government regulatory compliance. In fact, according to our newest whitepaper “Call center compliance in the Cloud,” many businesses avoid the problem altogether: To address (compliance) concerns, businesses...
The one thing that can truly transform service, lower costs and improve contact center agent productivity is the agent desktop. The desktop is the tool agents depend on the most, yet it’s the most often ignored technology in the contact center. But agent desktop software has been around as long as computers have been used...
Remarkable customer service results in loyal customers; customers who are eager to express their love and passion for a company. The interactions between these companies and customers are more than simple monetary transactions; theirs are experiences upon which long-term, profitable relationships are built. But how do you create these experiences? Download this white paper to learn...
Are on-premise hardware investments preventing you from moving your contact center technology to the cloud? Or have you written off the possibility of moving to the cloud because regulatory requirements mandate that you keep hardware onsite? Think again. There are several ways to take advantage of all the cloud has to offer. Download this white paper to...
It’s hard to ignore the promise of CAPEX and OPEX savings and the many other promised benefits associated with hosted contact center solutions. But not everyone buys the hype about Software-as-a-Service (SaaS) offerings. Early call center hosting providers faced real challenges. And though these challenges largely have been overcome by today’s providers, businesses are still...
