CASE STUDY - After evaluating a number of free and fee-based services, PlumChoice's team selected the Citrix® GoToAssist Web-based support service.
Posted: July 2, 2008 | Published: June 25, 2006


Topics:  Call Center Management | Customer Satisfaction | Remote Support Services | Web Services

WHITE PAPER - This white paper is intended to give you a sense of what these new proactive management technologies can do for you, and to help you establish criteria for evaluating products in this arena.
Posted: June 3, 2008 | Published: January 1, 2006


Topics:  Call Center Management | Call Center Software | Call Centers | Contact Center Management | Contact Center Software | Contact Centers | Predictive Performance Management | Real-time Analytical Software | ROI | User Experience

CASE STUDY - A CosmoCom Consolidation 2.0 solution case study: The VisitBritain contact center, a globally distributed Virtual Contact Center with many individual sites.
Posted: May 27, 2008 | Published: January 1, 2007


Topics:  Call Center Management | Contact Center Management | Customer Service | Help Desk Management | Telecommunications Industry | Tourism Industry | Web Content Management

WHITE PAPER - This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment.
Posted: May 27, 2008 | Published: January 1, 2008


Topics:  Automatic Call Distribution Systems | Best Practices | Call Center Management | Call Center Software | Call Centers | Contact Center Management | Contact Center Software | Contact Centers | Customer Satisfaction | Outsourcing | Unified Messaging

WHITE PAPER - In this paper, Tim Montgomery, a highly regarded industry consultant, speaker and author explores new ideas on ways every call center can keep up with new customer demands.
Posted: May 20, 2008 | Published: May 19, 2008


Topics:  Call Center Management | Call Centers | Contact Center Management | Contact Management Software | CRM | Workforce

CASE STUDY - The company wanted to meet a goal of answering 92% of all customer calls before abandonment, without adding staff.
Posted: May 19, 2008 | Published: May 1, 2008


Topics:  Call Center Management | Call Center Software | Call Centers | Contact Center Workforce Management Software | Contact Management | CTI (Computer Telephony Integration) | Data Services | GPRS | Human Resource Systems | Interactive Voice Response | IVR | ROI | Workforce Management Software

PODCAST - From this 15-minute podcast, you'll walk away with ideas about how real-time analytics can enhance call center performance and how to execute on a real-time strategy in your call center.
Posted: May 5, 2008 | Premiered: May 5, 2008


Topics:  Call Center Management | Call Center Software | Call Centers | Contact Center Management | Contact Center Software | Contact Centers | CRM Analytics | Customer Interaction Services | Customer Satisfaction | Real-time Analytical Software | Sales

WHITE PAPER - Learn more about analytics in the contact center and how analytics forms part of an advanced workforce optimization solution that can impact areas beyond the contact center, including branch-office interactions and back-office operations.
Posted: April 3, 2008 | Published: April 1, 2008


Topics:  Call Center Management | Call Center Software | Contact Center Management | Contact Center Software | Contact Centers | CRM Analytics | Customer Service | User Experience | Voice Recognition Software

WHITE PAPER - As a solution to contact center issues, this paper suggests Speech analytics, which gives organizations the ability tap into existing recorded customer interactions to gain actionable intelligence for improving business performance.
Posted: April 3, 2008 | Published: April 1, 2008


Topics:  Call Center Management | Call Center Software | Contact Center Management | Contact Centers | Customer Experience | Customer Service | Customer Service Best Practices | Customer Support Software | Enterprise | Training

WHITE PAPER - By enabling enterprises to mine large volumes of recorded customer/agent voice interactions, speech analytics is redefining quality in a way that can promote greater customer satisfaction, loyalty, and value.
Posted: April 3, 2008 | Published: December 1, 2007


Topics:  Call Center Management | Call Center Software | Call Centers | Contact Centers | Customer Experience | Customer Service | Customer Service Best Practices | Customer Support Software | Quality Control

WHITE PAPER - Contact centers are becoming primary interaction points for many customers. Learn how to make these important interactions more personalized and intelligent for customer retention and increased sales opportunities.
Posted: November 15, 2006 | Published: November 1, 2006


Topics:  Call Center Management | Call Center Services | Call Centers | Contact Center Management | Contact Center Services | Contact Centers | CRM | Customer Service | Sales Information Systems | SOA

PRESS RELEASE - Voice Print International (VPI), a world leader in digital voice and data recording and quality assurance solutions, today announced the general availability of its Activ! View application for customer-centric screen capture.
Posted: July 6, 2004 | Published: February 11, 2003


Topics:  Call Center Management | Contact Center Workforce Management Software

PRODUCT OVERVIEW - Voice Print's Activ! View screen capture software provides the supervisor real-time visual status of each agent.
Posted: July 6, 2004 | Published: June 1, 2004


Topics:  Call Center Management | Contact Center Workforce Management Software

PRODUCT OVERVIEW - Voice Print's Activ! IQ call center quality monitoring software application gives you insight regarding the most pressing issues facing contact centers today - customer service and agent effectiveness.
Posted: July 6, 2004 | Published: June 1, 2004


Topics:  Call Center Management | Contact Center Workforce Management Software | CRM