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.
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.
This whitepaper presents the results of the TCO analysis for twelve (12) contact center configurations. Total cost of ownership is a valuable way to compare contact center acquisition/deployment alternatives. However, it should be viewed as one element in a comprehensive decision process.
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.
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.
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.
Unless you’ve been living in some remote location without a phone, you’ve interacted with an Interactive Voice Response (IVR) system at one time or another. They are increasing in popularity as more and more companies are turning to self-service solutions to reduce costs and serve their customers better. But as you may have experienced yourself or with your own customers, there is a right way and a wrong way to use an IVR.