Customer Service & Retention

News

	News \| February 2, 2012 Interactive Intelligence Web Event Reveals Key 2012 Contact Center Trends A recent webcast hosted by unified IP business communications solutions provider, Interactive Intelligence Group Inc., has revealed key 2012 contact... More>>

	News \| January 31, 2012 Interactive Intelligence Cloud-based Contact Center Solution Helps Donnelly Communications Improve Customer Service Donnelly Communications has reported improved customer service as a result of deploying the cloud-based contact center solution from Interactive... More>>

	News \| January 31, 2012 OpenSpan Releases Results of Process Improvement Assessments OpenSpan, Inc., a provider of innovative user process analytics, optimization and automation solutions, has released the results of business process... More>>

Articles

Article \| January 31, 2012 Four Strategies for a Superior, Cost-effective Customer Experience By: Ryan Pellett No one can predict the severity or duration of a tough economy, but we can measure the impact of poor service. Recent research shows that 40 percent... More>>

Article \| January 17, 2012 The Four Building Blocks of a Multichannel Customer Strategy By: Kamesh Somanchi Health insurers today face many game-changing marketplace forces, including plan consolidation, and growing customer and employer pressure to lower... More>>

Article \| January 3, 2012 Top 5 Ways to Deliver Exceptional Service through January Blues By: Robbie Brillhart There are certain things that you can count on before and after the holiday season - Black Friday, Cyber Monday, and good food and, of course,... More>>

White Papers

More White Papers

White Paper \| January 31, 2012 Best Practices in the Call Center: A Customer Touch-Point Methodology One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders.... More>>

White Paper \| January 3, 2012 Infor10 CRM Enterprise Read this paper to learn about a business-specific solution that is designed with forward-thinking brands in mind. With all industries considered and... More>>

White Paper \| January 3, 2012 Seven Best Practices for Speech Analytics Download this complimentary white paper and learn how you can easily gather and leverage data from all customer interactions to assess how your... More>>

Web Events

More Web Events

Roundtable: Customer Analytics, latest trends in systems, reporting, adoption and ROI

February 7, 2012 - February 7, 2012

Utilized properly, analytics can provide better understanding of your customers, their customer experience, competitive pressures and ways to improve... More >>

Elevating the Customer Experience through Advanced Reporting and Interaction Analytics

February 21, 2012 - February 21, 2012

Today’s advanced analytic and reporting tools offer real time intelligence. Join us to learn how tools such as surveys or net promoter scores offer... More >>

Top Nine Best Practices to Optimize and Simplify Your Contact Center

February 28, 2012 - February 28, 2012

With the growing complexity of call center work, such as new channels for customers to access the organization, how does one achieve simplicity? This... More >>