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- Commercial Insurance Company: Next Generation Contact Center
- This commercial insurance company provides insurance, risk management and business continuity planning services for public entities, healthcare organizations and other businesses. The client wanted o become a high-performance company, maintain growth and more effectively respond to fluctuating market demands, the company needed to improve its customer service capabilities. Accenture quickly...
- Case studies
- Contact Centers for Dummies
- With the emergence of worldwide competition in the contact center business, it's become increasingly important for contact center professionals to work from a defined methodology. This guide provides a high-level approach to the different methodologies in use today and offers important information on managing contact centers and profitably implementing new...
- White papers
- Ashland Distribution Deploys Supportforce to 200+ Service Agents
- Ashland Distribution Company wanted to revamp customer service processes and improve productivity with an easy-to-use, hosted CRM solution. As a leading distributor of chemicals, plastics, composite materials, and environmental services, Ashland wanted to share information with members of its supply chain. After successfully piloting Supportforce with eight users, the company...
- Case studies
- Scotiabank: Next Generation Contact Center
- Scotiabank, the third-largest bank in Canada in terms of market capitalization and asset size, had delivered solid financial performance in the past decade. However, the vice chairman of Scotiabank's Domestic Bank realized that no single business unit was focused on the profitability and experience of its 5.46 million mass-market customers....
- Case studies
- A Transformed Contact Center Model Improves the Customer Experience and Drives Productivity: Fast and Attentive Customer Service Boosts Satisfaction
- This U.S.-based automaker wanted a robust CRM solution to support increasing numbers of customer contacts via phone, Web, e-mail and other channels. It also wanted to improve efficiencies and renew its focus on providing a superior customer experience. After evaluating the automaker's existing business processes and technologies, EDS selected Siebel's...
- Case studies
- Call Center Solutions For CRM And Contact Center Professionals
- Like anything else in the business world, Customer Relationship Management (CRM) requires a necessity to stay in-tune with the latest communications technology. You either adapt to stay in the game or fall way behind the competition. This statement especially rings true for call centers as new technologies, applications and call...
- White papers 2007-01-01
- IP-Enabled Contact Centers: Lowering Costs, Raising the Customer Experience
- This paper explores how Internet Protocol (IP) can be leveraged to lower the cost of enhancing customer service via your contact center. IP is a critical enabler for multisite contact centers, providing the underlying technology that lets you cost-effectively extend your contact center to locations anywhere around the world �...
- White papers 2006-12-01
- Transforming Customer Self-Service With Video
- Cisco Systems believes that the video-enabled contact center offers significant cost reduction and revenue generating opportunities. Contact centers that move to video-enabled communications will see their operations break through current constraints to previously unprecedented levels of productivity, service quality, customer satisfaction, and brand loyalty. Demonstrating products rather than just describing...
- White papers 2006-06-01
- Managing your Contact Center Requirements: Reviewing New Technology Management Options
- Advanced self-service applications and the power of IP networking are changing the face of the modern contact center. But badly implemented self-service applications often fail in their key promise to reduce agent workloads, since annoyed customers quickly abandon the self help channel to seek help from a live agent. To...
- White papers 2006-02-01
- Expertise Location and the Contact Center
- Today's contact centers are constrained by the inability to find and apply needed expertise from outside the center in a timely fashion and in a way that facilitates resolving a complex issue without a long back and forth process. The availability of expert location technology raises two questions: How well...
- White papers 2005-10-17
- An Analytical Approach to Workforce Management: Replacing Frustrating Traditional Reports With a Killer Application That Optimizes Staff and Contact Center Performance
- Traditional reports are at best clumsy mechanisms for improving contact center performance. They flood contact center staff with unsorted detail, much of which has little relevance to effective operations, and supervisors and managers spend far too much time using spreadsheets and other ad hoc tools to turn data into actionable...
- White papers 2005-07-01
- Forget the 80/20 Rule
- Meeting high service level goals is costly. As a contact center manager one must ensure that they are aligned with corporate strategy and with customer expectations, and that adhering to them is money well spent. Article emphasizes that service level is never ?one size fits all? and managers who stick...
- White papers 2003-11-03
- Citizen Contact Centers: Americans in Touch With Their Governments
- This document takes a focused look at how government officials have turned to the private sectors in recent years to build citizen contact centers that permit the public to get in touch with their government. It highlights several key lessons learned and offers substantive, practical advice government officials can use...
- White papers 2005-06-01
- Creating Competitive Advantage for Medium Sized Businesses With Avaya Contact Center Express
- This paper describes the Contact Center Express which provides cost-effective, easy to implement contact center solutions that are specifically designed and priced for mid-sized businesses. It offers the ability to leverage Avaya technology, including intelligent routing and integrated IP capabilities, which are available with Avaya MultiVantage Communications solutions such as...
- White papers 2005-06-01
- Improving Contact Centers Through Operational Processes: Deliver Superior Customer Service at Lower Costs - for Higher Profits
- Contact centers remain the crucial touchpoint in customer relationship management. To help their companies win additional customers and market share, they must give customers superior service while delivering measurable business value at low cost. Optimizing operational processes - in addition to customer delivery processes - helps contact centers meet these...
- White papers 2005-04-04
- Make Your Customer Interactions More Efficient
- Until recently, customer interaction technologies were often considered too complex and costly for all but the largest businesses to justify. But today that picture has changed. Encouraged by declining technology costs, changing customer expectations and pressured by competition, small and mid-size companies are investing in key customer service building blocks...
- White papers 2005-03-04
- Leveraging The Business Intelligence Inside Today's Contact Centers
- Businesses are sitting on a gold mine - a treasure of customer information locked inside their contact centers. It is ironic that after half a decade the concepts of business intelligence and customer experience management have not been delivered but instead have become the mantra of recording vendors and a...
- White papers 2004-12-02
- For The Customer's Sake, Don't Let Marketing Own The Contact Center
- Contact centers have more meaningful interactions with customers than any other area of a company. A company that can optimize these interactions will achieve three essential goals: providing outstanding customer experiences, increasing revenue and retaining customers. Putting marketing in charge of contact centers won't bring about these objectives. Instead, it...
- White papers 2004-08-05
- Contact Center Knowledge Management - New Relevance and Best Practices for Today's Business Environment
- Today's contact centers operate in a challenging economic reality that makes it imperative to do more--and better--with less. The contact center manager now deals with training, global outsourcing, and other critical issues, including the transformation of the call center from a cost center to a profit center. This paper explores...
- White papers 2004-08-01
- Contact Center Infrastructure Outsourcing
- Contact center infrastructure outsourcing is a topic of interest to any company that wants to lower costs and risk levels, while at the same time maintaining excellence in customer service. Despite sharing some similarities with full outsourcing and contact center hosting, infrastructure outsourcing offers a larger degree of operational flexibility....
- White papers 2004-06-01
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