White Papers and Demos

If you are starting to evaluate cloud contact center solutions, make sure you first download this checklist so you know the key questions you need to ask. And, find out how inContact stacks up.

This research identifies and offers insight on key trends in the customer management/contact center industry related to 2013-14 goals, strategies and budgeting plans.

Learn to enhance customer service and boost results by anticipating and acting on customer needs and preferences through 5 basic tips.

Learn how to deliver on the expectations of the mobile, multichannel customer requires companies to predict customer demand and manage agent resources more effectively through 5 basic tips.

When it comes to issue tracking software, the practical need is fairly clear: you have customers and/or employees to support, and you need an established set of tools to organize, track, and measure these services. Many software solutions available today offer the tools you need; however, it’s necessary to understand your specific needs before comparing products.

The practical need for customer service and support software is fairly clear: you have customers, you provide customer service to them, and you need an established set of tools to organize, track, and measure these services.

In the customer service environment, an effective knowledge management solution combines troubleshooting and resolution documentation, case histories, and customer information into a single, searchable repository with tools for workflow management, content collaboration, and reporting.

In general, help desk software is discussed in terms of the enterprise solutions designed for large companies. What about smaller companies simply looking for a more efficient way to support their employees and measure productivity?

For even the best customer service companies—those with droves of highly satisfied customers—customer complaints are just a reality of doing business. In fact, these companies often owe part of their high satisfaction ratings to the strength of their complaint management systems and processes.