White Paper |
Provided By |
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| Best Practices in the Call Center: A Customer Touch-Point Methodology | |
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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. By tracking the interplay between these, you can more easily identify meaningful key performance indicators. Download now |
SearchCRM.com |
| The 6 Laws of Customer Experience | |
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The current economic climate is presenting huge opportunities for us to rethink how we deal with customers. But whatever your situation, you can't afford to break Temkin's 6 Laws. This paper contains succinct advice peppered with humorous anecdotes that reminds us not to sell things, but to help customers buy them. No matter how much money you spend on advertising, you can't convince customers that you provide better experiences than you do. Read this brief and start your customer experience journey right now. Download now |
RightNow |
| Simulations Keep Contact Center Employees at the Top of Their Game | |
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What if you could actively engage employees in their own development? What if you could increase productivity while decreasing time and cost? What if you could provide a risk-free way for employees to learn from mistakes? What if you could prepare employees for your most difficult customers? You can with simulations. If you're facing shrinking hiring and development budgets, but increasing pressure to boost performance and productivity, then it's time to consider simulations. Download now |
ETC - EASy |
| The New Contact Center Megatrends and Innovation Ideas for 2010 | |
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These are interesting times for contact center executives. As the rise of the Internet (and now, mobile Internet) and social networks collide with forces of globalization, contact centers find themselves in the eye of the storm. They are buffeted by powerful winds of change, ranging from the dramatic migration of most phone business to the Web in some industries (almost 80% of retail trades are now conducted over the web in brokerage firms) to the high-profile outsourcing of agent positions to low-cost countries. To add to it, CxOs are redefining expectations from their contact center operations as they seek to build competitive advantage through distinctive customer service. What are the NEW megatrends that are transforming contact centers today? How can you ride them for success in 2010? Download this white paper to find out. Download now |
eGain |
| The Empowered Customer: Productivity Enhancements in a Digital Era | |
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This white paper discusses how gathering intelligence from multiple sources such as social media, customer service centers and online support, and then transforming that intelligence into productivity improvements are vital steps in transforming customer service in the digital age. Download now |
SearchCRM.com |
| Use Social Media to Improve Service and Cut Costs | |
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Social media has changed more than how we communicate with friends and family. It now affects how we interact with customers as well. In fact, research has found that consumers believe that businesses' first social media priority should be to identify service and support issues. Learn how to gain customer insight. Enable your customers to help each other and you'll cut service costs while improving the customer experience. Download this white paper and discover: * How to evolve a basic discussion forum into a collaboration engine * Why you need to integrate your community knowledge with your internal knowledgebase * How to leverage the emerging hybrid service model Customer collaboration is becoming key to competitive differentiation. Download this white paper and learn how to leverage the wisdom of crowds to reduce costs, improve customer experience and drive brand loyalty. Download now |
RightNow |
| How to Leverage The Business Benefits of Workforce Management Software | |
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A White Paper to help contact center managers understand the benefits and overcome the misconceptions of Workforce Management Download now |
Calabrio |
| Optimize Call Center Furniture Design | |
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The task of designing or updating a call center is a comprehensive but rewarding task. This white paper consists of questions to ask to optimize call center design. Download now |
Interior Concepts |
| Build a Better Cube | Initial Value vs. Price | |
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There is the old saying that price is what you consider when making a purchase but value is what you expect after the purchase, long after price is forgotten. Call center cubicles and office furniture are no exception. This white paper introduces tips to ensure the best value when purchasing your call center furniture, such as how furniture design can impact voice and data cabling installation (by 25-30%), and varying depreciation schedules. In today’s economy, you can find furniture that can offer both a competitive price and longer-term value. As Warren Buffett said, "Price is what you pay. Value is what you get." Download now |
Interior Concepts |
| Call Center Ergonomics – Sit-to-Stand Workstations | |
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Who hasn’t thought, "I can't sit at my desk any longer!" Call center employees spend the majority of the day sitting at their computer. A fresh look at Sit-to-Stand workstations provides a unique twist on the benefits of call center ergonomics for employees. This white paper discusses how frequent position changes can help to prevent work-related repetitive stress injuries and how to incorporate ergonomics into call center furniture. Download now |
Interior Concepts |