Call Centre Management White Papers

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Call Centre Management White Papers (View All Report Types)

Speech-to-Text Analytics Reveals New Insights Into Consumer Behavior sponsored by IBM WHITE PAPER: This white paper describes how Telerx, a global contact center outsourcing provider, embrace the methods that modern consumers are utilizing to share their opinions and turned raw data into valuable insight for their clients. Posted: 20 Feb 2015 \| Published: 31 Jan 2013 TOPICS: Analytic Applications Software \| Business Intelligence \| Business Intelligence Software \| Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| Consumer Market \| Contact Center Management \| Contact Center Services \| Contact Center Software \| Contact Centers \| CRM \| CRM Analytics \| CRM Analytics Software \| CRM Services \| CRM Software \| Customer Data Management \| Customer Data Management Software \| Customer Service \| Customer Service Best Practices \| Data Analytics \| Data Management \| Data Management Software \| Predictive Analytics \| Social Computing \| Social Networking \| Structured Data \| Unstructured Data

What Happens When They are Gone? sponsored by VoltDelta WHITE PAPER: Access this helpful resource to learn what to ask when searching for a cloud-based contact center tools -- especially interactive voice response (IVR) technology. Discover the hidden "red flags" that signal you to dig a little deeper before selecting a final vendor for your cloud contact center initiatives. Posted: 24 Oct 2013 \| Published: 24 Oct 2013 TOPICS: Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| Cloud CRM \| Contact Center Management \| Contact Center Services \| Contact Center Software \| Contact Centers \| CRM

Customer Care in a Social World: Are We There Yet? sponsored by Oracle Corporation WHITE PAPER: This paper explores and explains why the contact center is a key strategic focal point for customer engagement via social channels. Posted: 21 Sep 2012 \| Published: 01 Mar 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| Social Networking \| Web 2.0

The Customer Service Balancing Act sponsored by Jive Software WHITE PAPER: New social business solutions eliminate the traditional service trade-offs, providing an optimal combination of assisted peer-to-peer support communities, call deflection, selective escalation and productivity-enhancing collaboration. The result? Reduced call volume and faster resolution times, happier customers and lower costs. Posted: 18 Feb 2014 \| Published: 18 Feb 2014 TOPICS: Call Center Management \| CRM Analytics \| CRM Best Practices \| Social Computing \| Social Networking \| Web 2.0 \| Web Analytics

Make the most of customer interactions in the contact center sponsored by Calabrio, Inc. WHITE PAPER: In this white paper, discover how to optimize your contact center processes with the help of new interaction channels such as social media, and make the most of interaction data to learn more about your customers and your company. Posted: 07 Apr 2014 \| Published: 31 Dec 2013 TOPICS: Call Center Management \| Call Center Software \| Contact Center Management \| Contact Center Software \| Contact Centers \| CRM \| CRM Analytics \| Customer Data Management \| Social Networking

Listen and Learn - Improving Operations by Utilizing Customer Feedback sponsored by Mindshare Technologies WHITE PAPER: Organizations can obtain and analyze feedback from a department, region, branch, or most importantly, an individual employee. Posted: 05 Mar 2008 \| Published: 04 Mar 2008 TOPICS: Call Center Management \| Call Center Services \| Call Center Software \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Customers

Speech Analytics: The Simple Definition sponsored by Calabrio, Inc. WHITE PAPER: What is "Speech Analytics," exactly, and why is it important? Find out how the latest wave of Speech Analytics offerings are used in call center communication today and what the benefits are. Posted: 20 Jun 2011 \| Published: 20 Jun 2011 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Centers \| Content Analytics \| CRM \| CRM Analytics \| Customer Service \| Customer Service Best Practices

Building a Business Case for your Next-Generation QA Solution sponsored by Calabrio, Inc. WHITE PAPER: This white paper shows you how to build your business case and obtain approval for a new or upgraded contact center quality assurance and recording solution. Posted: 21 Jun 2011 \| Published: 21 Jun 2011 TOPICS: Application Integration \| Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Centers \| Customer Service \| Customer Service Best Practices

Moving beyond the Queue - Focusing on the Real-Time Customer sponsored by Inova Solutions WHITE PAPER: In this paper, Tim Montgomery, a highly regarded industry consultant, speaker and author explores new ideas on ways every call center can keep up with new customer demands. Posted: 20 May 2008 \| Published: 19 May 2008 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Management Software \| CRM \| Workforce

Deploying a Contact Center in the Cloud - A Guide to Best Practices sponsored by Genesys WHITE PAPER: To effectively engage with customers across a newly-broadened spectrum of channels, savvy organizations are looking to cloud-based contact centers. In this white paper, discover 10 best practices for deploying and managing cloud-based contact centers that will help you keep costs down, customers happy, and processes efficient. Posted: 03 Jun 2014 \| Published: 31 Jul 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Cloud Computing \| Cloud CRM \| Contact Center Management \| Contact Centers \| CRM