contact center

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Published By: Interactive Intelligence     Published Date: Feb 26, 2013
Traditional advice for developing IT strategies in insurance is to use business objectives and business strategy to drive the IT plan. In this white paper, learn about extending contact center capabilities across the insurance enterprise.
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contact center capabilities, insurance enterprise, next generation technology, integration, it plan, it strategy
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 27, 2013
In this white paper, learn about the advances in decision techniques that are at the center of contact center enterprise analytics. Learn how computers shouldn't replace people as decision makers, rather, aid us in decisions that are hard to make.
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contact center, enterprise, analytics, advances in decision technologies, decision makers, strategies in decision cycles, computers ai
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 27, 2013
Leading contact centers are moving towards flexible plans to improve contact center performance. In times of significant business change, the financial plan and, for contact centers, the operational plan needs to also change and be flexible.
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contact ceter planning, agility is key, adaptive, changing, interactive intelligence, early planning, adaptive planning
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 27, 2013
Contact centers are obviously human-powered operations, and nothing is more core to the proper function of the operation than determining how many center agents are needed for a certain volume of contracts and more. Find hidden costs by reading more.
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cost hidden, contact center plans, cutting costs, interactive intelligence, organization, contact center
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Sep 11, 2013
The customer service contact center thrives on performance metrics. These metrics provide operational insight into the efficiency of the customer service process, including how effectively customer service representatives are performing their duties — as well as how well customers are being served. Many performance metrics are as old as the contact center industry itself and are still in widespread use today. The purpose of this paper is not to disparage existing contact center performance metrics or to suggest that these metrics no longer matter. The authors acknowledge that the metrics that matter to the reader’s contact center are the ones that make sense in that particular situation. Rather, this paper explores some of the emerging metrics that specifically acknowledge and address the changing attitudes, objectives and definition of the contemporary contact center.
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contact center metrics, interactive intelligence, contact centers, industry, representatives, performance metrics, customers, customer service process
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Sep 11, 2013
Cloud communications provide myriad benefits for organizations, including speed of deployment, the ability to future-proof infrastructure and applications, business continuity, predictable monthly payments, and many more. Most organizations turn to the cloud in order to cost-effectively access enhanced capabilities while eliminating the complexity of deploying and managing premises-based solutions. Cloud-based contact center solutions offer additional benefits, notably the ease of adding or removing agents as needed based on fluctuating or seasonal traffic, ease of deploying remote or at-home agents, and ease of adding multi-channel services.
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interactive intelligence, contact centers, organizations, deployment, cloud, solutions, seasonal traffic, infrastructure
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Sep 11, 2013
Contact centers have long played a vital role in the insurance industry. Prospects and customers use them to get product information and quotes and then submit applications. Insurance agents and advisors rely on contact centers to tap into expertise and handle business and technical issues. Policyholders and members make inquiries or changes to their policies, or conduct financial transactions. Claimants call in to report accidents and check on the status of their claims. The list could go on, but the meaning is clear. Contact centers are major contributors to many key parts of the insurance business, especially the parts that require direct interaction with customers or agents. As a result, contact centers now play a critical role in an insurer’s journey toward becoming more customer-centric.
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interactive intelligence, contact centers, insurance industry, prospects, customers, product information, quotes, members, handling business
    
Interactive Intelligence
Published By: Echopass     Published Date: Sep 07, 2007
Not all companies that have adopted multi-sourcing have realized the expected levels of savings.  A single over-arching problem is often the cause when multi-sourcing delivers disappointing results in service and/or savings.
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multi-sourcing, call center outsourcing, remote agents, disaster prevention, ip call center, ip contact center, contact center solutions, contact center software, hosted call center, contact center, on-demand contact center, hosted contact center systems, crm, echopass, business continuity
    
Echopass
Published By: Clarus Systems     Published Date: Mar 18, 2008
Clarus Systems, Inc. has collaborated with IQ Services to deliver technology independent testing solutions that enhance end-to-end voice process lifecycle management within the contact center. The goal is to ensure a positive customer experience by incorporating voice testing and monitoring into every step of your contact center's life cycle - resulting in confidence that your solution works as designed.
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itil, clarus systems, ipt, ip telephony, unified communications, cisco, callmanager, best practices, voice engineering, pdioo, strategies, deployment, operations, day 1, day 2, clarusipc, automated testing, business intelligence, performance management, configuration management
    
Clarus Systems
Published By: Upstream Works     Published Date: May 15, 2008
It’s not surprising that first contact resolution (FCR) is becoming a high priority among forward-looking contact center managers. Increasing the percentage of contacts resolved during the initial contact provides three great benefits; customer satisfaction goes up, operating costs go down, and contact-center generated revenue goes up. There are also potential downsides, like extended handle time as agents strive to keep the caller on-line until the issue can be resolved.
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customer, customer satisfaction, customer service, call center, call center management, contact center management, upstreamworks, upstream works
    
Upstream Works
Published By: Right First Time Contact Centre     Published Date: Mar 12, 2011
Examines how call recording-based quality monitoring can be improved with the addition of IVR Surveys
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ivr surveys, fcr, first contact resolution, customer research, contact center, contact centre
    
Right First Time Contact Centre
Published By: Interactive Intelligence     Published Date: Aug 30, 2011
Looking for expert advice on social media and its impact on the multichannel contact center but don't have access to an analyst firm to get the insight you need? This is your chance to gain that insight, free of charge.
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interactive intelligence, social media, multichannel contact center, art schoeller, communication channel, metrics
    
Interactive Intelligence
Published By: Oracle     Published Date: Sep 04, 2012
Today's consumers expect better service, better products, and better communication with retailers.
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Oracle
Published By: Oracle     Published Date: Sep 10, 2012
This white paper provides an overview of what citizens want and expect in their customer service interactions with federal agencies and outlines eight steps for establishing an integrated multichannel contact center experience that meets citizens' nee
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oracle, meeting citizen expectations, customer service
    
Oracle
Published By: Oracle     Published Date: Sep 11, 2012
his Executive Brief explores the strategies your business can take to turn customer service into a profit center and help grow revenue.
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call centers, customer service, contact centers, customer experience, oracle
    
Oracle
Published By: Genesys     Published Date: Jun 07, 2013
A look at how investing in the right contact center solution can help transform your enterprise and enhance your business outlook.
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contact centers, customer service, solution, technical, technology, drive business, strategy
    
Genesys
Published By: Genesys     Published Date: Jun 11, 2013
Your new all-in-one contact center should include all of the tools needed to support efficient and effective customer service. Great contact center solutions allow you to do more with less; less IT time to deploy and monitor; less agent time to answer and resolve customer requests; and less administrator frustration as they try to adjust resources to meet operational demand.
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contact centers, customer service, solution, technical, technology, drive business, voice, strategy, networking
    
Genesys
Published By: Five9     Published Date: Jan 29, 2013
Get the contact center infrastructure that will do the very most for your organization, at the best price, by following this timely roadmap.
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contact center, call center, infrastructure, rfi, rfp, call center, contact center, cloud, saas, ivr, customer service. voip, cloud-based, agents
    
Five9
Published By: Five9     Published Date: Jan 30, 2013
In this report, we’ll examine the strategy of migrating from premises- to cloud-based contact center software solutions—why it makes sense for some organizations, what to consider, and how a few real-world migration efforts have fared.
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call center, contact center, cloud, saas, ivr, customer service. voip, cloud-based, agents
    
Five9
Published By: Oracle     Published Date: Oct 25, 2013
Learn several ways how sales can adapt to improve their performance, which will positively impact the customer experience.
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custom service, contact center, supporting technology, customer service trends, best practices
    
Oracle
Published By: Cisco     Published Date: Aug 27, 2015
Read this Ovum white paper to learn the benefits of cloud contact centers, how to choose the best solution, and how to select the right partners.
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cloud contact center, customer experience, cloud contact center solution, cloud solutions, cloud technology, application management, convergence, infrastructure, network performance management, cloud computing, data center design and management
    
Cisco
Published By: Cisco     Published Date: Nov 17, 2015
Contact center infrastructure vendors continue to expand their solution offerings to include broader feature sets, including omnichannel routing, and alternative delivery models. Companies should evaluate vendors' technology and ability to deliver in relevant regions.
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gartner, cisco, magic quadrant, contact center infrastructure, networking, security
    
Cisco
Published By: Cisco     Published Date: Dec 04, 2015
Gartner defines contact center infrastructure (CCI) as the products (equipment, software and services) needed to operate call centers for telephony support and contact centers for multichannel support. This type of infrastructure is used by customer and employee service and support centers, inbound and outbound telemarketing services, help desk services, government-operated support centers, and other types of structured communications operations.
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cisco, gartner, magic quadrant, contact center, infrastructure, telephony support, networking
    
Cisco
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