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- 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
- 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
- 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
- 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
- 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
- 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
- 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
- Solutions For Contact Centers: The Strength Of A Suite - Based Architecture
- Heightened regulations, savvy consumers, overseas competition, dated infrastructures, climbing costs - the challenges facing the contact center community are many. Given these wide-ranging challenges, businesses are looking beyond the traditional piecemeal approach of individual contact center products and isolated capabilities. In turn, providers are responding with a fundamental shift towards...
- White papers 2004-02-01
- 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
- 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
- RightNow Technologies, Inc. Q2 2009 Earnings Call Transcript
- Question-and-Answer Session Operator Operator Instructions Your first question comes from the line of Tom Roderick - Thomas Weisel Partners. Thomas Roderick - Thomas Weisel Partners Congratulations on the number of large deals you did this quarter. I wanted to ask you guys, was there any conscious decision Greg this...
- Earnings calls 2009-07-29
- Customer Contact Transformation: An Accenture Perspective - Contact Center Metrics
- Contact center metrics sometimes measure everything but what really counts: whether customers receive a satisfying experience when they interact with the contact center. Numbers that look good on the surface may really be disguising deeper performance issues that are pushing up overall operating costs, contributing to churn and getting in...
- White papers 2007-02-27
- Dynamics Collaborative Contact Center Demo
- Optimize communications with Microsoft Dynamics® and the Collaborative Contact Center.
- Presentations 2009-08-18
- Maximizing Contact Center Vendor Performance
- Outsourcing contact centers is both a desirable and in many cases necessary step for companies wishing to control their costs and improve performance. However, making outsourcing relationships work can be challenging, and requires an investment in management infrastructure to maintain quality and independence while continuing to innovate and drive down...
- White papers 2007-01-25
- What Your Contact Center Metrics Aren't Telling You
- Contact center metrics sometimes measure everything but what really counts: whether customers receive a satisfying experience when they interact with the contact center. Numbers that look good on the surface may really be disguising deeper performance issues that are pushing up overall operating costs, contributing to churn and getting in...
- White papers 2007-02-19
- TORO National Support Network
- TORO's contact center handles an average of 300 calls per day and it needed a cost-effective solution that would improve its operations. Download this case study to see how they partnered with NEC and how NEC's UC for Business contact-center solution improved productivity both inside and outside of the...
- Case studies 2009-08-21
- "Super" Heroes: How Contact-Center Supervisors Can Transform Team Performance
- Contact center supervisors within Communications and High-Tech companies make or break projects, initiatives and morale - they are the key to running a successful contact center. Yet they are also one of the most overlooked and underdeveloped resources in many contact centers. Developing and supporting supervisors is one of the...
- White papers 2007-01-25
- 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
- Slim Down Call Center Costs
- Article talks about different strategies used to trim down expenses while toning up services such as: Proactive support, Web self-service, and Offshore hosting. With these lower-cost alternatives to providing customer support, organizations can identify areas to improve and maintain high customer satisfaction levels or increase profitability without disturbing the delicate...
- White papers 2002-08-01
- Driven By Service: Contact Centers Are No Longer For Basic Problem Resolution Or Order-Taking
- Contact centers are no longer for basic problem resolution or order-taking. Organizations are now using them to lead major strategic initiatives. In fact, so compelling is the argument for smart call center investments that large companies are ratcheting up their customer care initiatives, despite heavy pricing pressures and revenue declines....
- White papers 2003-12-01
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