| 13 whitepaper results |
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Economics 101 tells us that this recession, like any previous market downturn, will end and soon we will be working our way up the other side of the bell curve. I like to think of this market slowdown through the analogy of...learn more
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Call center leaders are canny and battle-tested enough to know that each and every customer touch is a test of the service organization as a whole. But not everyone realizes that each and every customer touch is a test of...learn more
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Call centers are attracting more attention from customers to company executives—and deservedly so. Without question, the call center—whether inbound or outbound—has a direct impact on a company’s...learn more
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According to recent studies, few contact centers have evolved to strategic business units that add value to the customer experience. In fact, many are still caught up in efforts to reduce costs—and losing the battle...learn more
Cincom | customer experience | customer loyalty | customer management | marketing | customer service
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Algorithm-based First Contact Resolution is the market proven and affordable “Silver Bullet” the industry has been waiting for. A Report From Contact Centre Research While improving your First Contact Resolution...learn more
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How do you manage at-home agents? In this At-Home Agent Management Benchmark Report find out how at-home veterans are meeting the people management challenges of at-home agents. More than 250 call center leaders...learn more
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See what your peers are planning in the 2010 Call Center Outlook Survey. This new report features 27 data points, including: • Budget plans and investments categorized by size and industry • Plans for...learn more
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Datamonitor’s research report, The Rise of Outbound Applications in an Economic Recession , reveals the reason that companies are demanding outbound IVR. Customers want to take your outbound calls and talk to your IVR...learn more
Datamonitor | Voxify | IVR | contact centers
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Customer surveys usually provide only directional information because gaps in survey methodology make it difficult to provide the detailed information required to evaluate how customers truly feel and act. This white...learn more
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Few call center managers would argue with this simple reality: Identifying the right call center representatives is one of the single most significant drivers of call center performance. But identifying the right call...learn more
| 13 whitepaper results |
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International Contact Center Expo & Conference
Venue to be confirmed, Miami, FL
October 25- 27, 2010 -
Customer Experience Exchange
Le Méridien Beach Plaza, Monte Carlo, Monaco
November 15- 17, 2010 -
Customer Self-Service 2010
Venue to be Confirmed, Sydney, NSW
December 2- 3, 2010 -
Customer Experience Asia 2010
Novotel Kuala Lumpur City Centre, Kuala Lumpur, Malaysia
September 14- 15, 2010
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I Love You More Than My Dog: Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad
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The Secret to Achieving More with Less: Increasing the Productivity of Resources to Cope with a Rapidly Changing Economic Environment
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