While improving your First Contact Resolution (FCR) rate can reduce costs and increase customer satisfaction, many contact centers struggle to accurately measure and operationalize this important metric. The Contact Center Research team has written a report describing an algorithm-based approach... learn more

Outstanding service pays off—for your customers, for your company. But it must be consistent across all channels. As  recent Aberdeen Group benchmark study points out, Best-in-Class companies enhancing online and contact center experiences—in unison—are seeing compelling... learn more

Businesses have many valid reasons to leverage outsourcing as an extension of their contact center operations. The upside can be a positive impact to the bottom line, but the downside can be a risk of losing control of the total customer experience.   One company, EarthLink, has been able to... learn more

Register to view the webinar on demand now! Recently, 70 percent of at-home proponents said that issues dealing with people and the processes to manage them were the biggest challenges to scaling an at-home agent program. People issues can be overshadowed by technology and other start-up concerns,... learn more

In this client case study with WOW Internet, cable and phone, Mike Furst answers questions regarding WOW's award winning customer service approach.  Moderated by Amit Shankardass, Sitel's Chief Marketing Officer, this 20 minute Q&A style web presentation highlights WOW's 'ingredients'... learn more

360'CRM's specialized IT solutions enable measurable Customer Experience improvement as well as bottom-line efficiency gains across the enterprise value chain; from initial Customer Contact through End-Results Reporting. This complimentary webinar higlights the following case studies: ATA-SRO... learn more

In this client case study, Pronto Connections and their client review call center challenges including: Communicate effectively in both English and Spanish on:         Employment requests         Store locator... learn more

Leading-edge companies are leveraging outbound technology to proactively reach out to their customers using automated messages via SMS or phone calls to improve customer experience. However, it’s not always easy to know the best way to proactively notify customers. What do customers want to... learn more

No one wants to be left in the dark when it comes to customer service. Too often, customer service agents are bombarded with questions like “Where’s my order?” or “Why is my power out and when is it coming back on?” Those calls can prove costly and time-consuming to... learn more

If you're like many product-centric manufacturers, you're scrambling to find ways to drive profitability through services. The best ways begin with making your products and service operations smarter. In this web seminar entitled, Smart Services Strategies in a Down Economy you will hear best... learn more