Call Center White Papers

Although call center environments vary, most executives share two common goals for improving the frontline: to do things better, and to do them cheaper. In response to this overwhelming demand to do more with less, one of the most common solutions to "cheaper" has been to cut labor costs through labor arbitrage or multi-sourcing. But many executives have discovered after the fact that "cheaper" came at the expense of "better," taking with it quality, and consequently, customer loyalty.
Provided by: InContact

A recent article in the Harvard Business Review reported that increasing customer retention rates by 5% increased profits 25% to 95%. This article underscores an important business fact: the role of the contact center is beyond customer service, the contact center has revenue responsibilities. And, as the role of the contact center evolves, the transactions performed by contact centers evolve, ranging from taking orders, responding to marketing campaigns, and more interactions with customers.
Provided by: Contactual

Today, on-demand contact centers offer clear advantages over on-premise solutions. But commonly held myths about the superiority of on-premise contact centers persist, making the process of accurately contrasting the two more difficult.
Provided by: Contactual

This paper is written for contact center executives, managers and decision makers who are evaluating or have chosen the on-demand platform as a viable replacement for premise-based infrastructure. This white paper takes a detailed look at the industry trends, the value proposition for on-demand contact center technology, linkages between functions, key tools, technologies and current agent optimization practices.
Provided by: InContact

Consumers today are more empowered, more knowledgeable, and more demanding than ever before. They have grown accustomed to 24x7 on-demand access to information, and they expect fast, accurate resolution of their issues. In fact, most consumers rate their service experience as more important than price. Ensuring the quality and consistency of the customer experience, especially in the IVR and contact center, has never been more important-or more challenging.
Provided by: Convergys

This white paper weighs the value of solutions hosted by third-parties against their hardware-based counterparts by addressing each of the principles involved in selecting a contact center solution. It outlines the evolution of industry technologies, assesses the needs of modern organizations and ultimately leverages real-world examples to make the case for a hosted call center.
Provided by: Telax

The economic recession has changed the playing field for both enterprises and consumers. Expectations regarding customer service remain as high as ever, yet the downturn has made it increasingly difficult for cash-strapped enterprises to meet those demands. But in a time when enterprises give high priority to customer retention, the fallout from not meeting those demands is more dire than the potential risk enterprises face when investing in customer service solutions and technologies.
Provided by: Convergys

This paper discusses options for deploying and managing a home-based agent model with the ultimate goal being increased customer loyalty. As the key driver in this model, other cumulative benefits result: higher agent productivity, reduced attrition, lower operational costs and stronger business continuity.
Provided by: InContact

In recent years, call centers have begun to deliver more value. In industries like banking where call centers can generate up to 25 percent of total new revenues or telecommunications where they can contribute up to 60 percent of revenue, it’s easy to see why. But even without the sales component, the link from satisfied customer to loyal customer to increased revenue is not hard to make.
Provided by: InContact