White Paper |
Provided By |
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| The Business Value of Whole Call Analytics | |
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To maximize customer satisfaction and reduce costs, leading edge companies are using whole call analytics to examine voice interactions holistically – including the experience prior to reaching an agent, and the experience of callers who self-serve. This paper explores the intricacies and business benefits of whole call analytics. Download now |
SearchCRM.com |
| Best Practices for First-Contact Resolution - Your Performance Driver | |
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First-contact resolution, or FCR, is a leading performance driver in the support center. Get it right, and you win with customers, management and the budget. But get it wrong, and it wreaks havoc across the company. This white paper explores the strategic role FCR plays in support environments. Download now |
SearchCRM.com |
| How to Get More From Your Existing Interactive Voice Response (IVR) | |
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To reduce costs and increase customer satisfaction is any call center's dream. This paper explores how to reduce agent-handled call volume by routing more calls to the correct queue while using self-service. Also learn how analyzing customer behavior inside your IVR will help unearth fixable obstacles and frustrations that directly affect satisfaction levels. Download now |
SearchCRM.com |
| Differentiation Through Service Excellence: Driving Customer Loyalty and Service Profitability | |
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Today, customers are communicating their service experiences, good and bad, for all to see on the Internet. And while rates of revenue growth are flattening in many product businesses, service income is accelerating. In short, service delivery is a moment of truth that can determine customer loyalty and profitable growth. This paper explores the crucial links between customer service and customer satisfaction. Download now |
SearchCRM.com |
| 2010 Service and Leadership Trends in Customer Support | |
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Download this white paper to learn the correlation between training and customer satisfaction, why agents are most concerned about access to problem-solving resources, how support organizations are leveraging technology to get closer to customers and more. Download now |
SearchCRM.com |
| VoIP Without Hype: What Businesses Need to Know | |
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Promising as the savings message may be to consumers, the lure of VoIP is even stronger for businesses - whose monthly LD bills are often in the hundreds or even thousands of dollars. VoIP can not only cut these costs straight to the bottom line, but also identify issues such as dropped calls and poor audio quality. Discover the pros and cons of using VoIP for your call center in this whitepaper. Download now |
SearchCRM.com |
| PBX Buying Guide: How to Choose the Right Phone System for Your Business | |
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While moving to an IP phone system can create a number of advantages, the more options, features, functions and capabilities that are available, the more decisions the buyer has to make. That makes it crucial to thoroughly understand your needs before you buy. Learn the seven steps you need to consider in choosing your phone system. Download now |
SearchCRM.com |
