Balancing Customer Experience and
Profitability in a Mobile World
Trusted Brands Win Markets: Here's Why and How Those Brands Pull it Off
Golden Nuggets, Takeaways & Next Steps from Customer Contact 2011, West:
How to Stay Relevant, Deliver Value and Understand Changing Customers
Sep 29, 2011
Discover how consumers are driving the use of different channels (web, mobile, phone, social, and more)
Oct 6, 2011
The Simple Network. Service Every Generation Pays and Stays For
Stories from the Trenches:
Making it Easy for Employees to Serve, for Customers to Get Served, and for IT to Enable
Sep 15, 2011
The 7 Highly Effective Secrets to Building a Successful Marketing Strategy
Is Your Contact Center Strategically Agile? The Upside of Speed and Flexibility
Learn how to create a strategic advantage by staying on top of shifting demands
July 21, 2011
Customer experience is essential to the success of our business, but we need to ask ourselves daily, “Are we doing enough?
Execute and embed predictive modeling in your operation
Mar 30 2011
Dynamic Customer Needs: Winning Strategies for Next-Gen Care
Heads or Tails: Is your plan for 2011 choppin’ heads or kickin’ tail?
Using Effort Analytics to Improve the Agent and Customer Experience
Mar 3 2011
Customer Self-Service Applications: Four Avenues To Improve Your ROI
Join Frost & Sullivan, Microsoft Tellme and Voxify as they discuss the key challenge with speech self-service
Dec 1 2010
Actionable Insights: The Key to Creating Self-Service Satisfaction
Join us as we discuss optimizing the performance of self-service applications.
Nov 10 2010
Smart Grid: A New Customer Experience
Learn how you can provide a smarter quality service and increase your bottom line.
Nov 3 2010
The Enterprise Desktop: From Service Obstacle to Experience Enabler
Is your desktop an obstacle to delivering more purposeful and profitable customer interactions?
Sep 23 2010
Extending Contact Center Capabilities With The Cloud
Learn repeatable best practices to optimize the performance of self-service applications
Aug 11 2010
Proactive Customer Care: The Secrets to Customer Loyalty and Increased Profits
Learn real-world benefits of proactive customer care and how to successfully implement a world class solution.
Jun 24 2010
Golden Nuggets, Takeaways & Next Steps from Customer Contact 2010, East
Key takeaways, insights and “aha” moments from the event to further support your contact center.
May 6 2010
Winning with empowered customers: 3 Immediate Steps for Cross-Channel Integration in your Contact Center
Learn what you can do to integrate multiple channels to create a better view your customer!
Apr 6 2010
The First Step Toward Improving Customer Experience: Recruiting and Hiring the Right Agents
Improving the hiring process in the contact center will improve your customer’s overall experience!
Apr 8 2010
Customer Experience Management: Making Every Interaction Count
Stories from the Trenches:
Practical Ways to Improve Efficiency, Effectiveness, and Operational Insight
Mar 24 2010
Customer Contact Crossroads: Invest in New or Extend Existing IVR and CTI Technologies?
Contact center managers face many challenges...
Feb 25 2010
A Contact Center Manager's Blind Spot
Proactive Best Practice: Drive Customer Loyalty and Revenue with Interactive Outbound Care
With evolving customer expectations, basic proactive outreach is no longer sufficient. Leading
November 12, 2009
The Agent Hiring Process: 5 Steps to Reduce Costs & Increase Profits
Contact centers are constantly looking for ways to decrease cost and improve profit.
Sep 23 2009
Is Reduction in AHT the Holy Grail? How Improving Processes Can Yield Bigger Results Now!
Reducing call time has become the Holy Grail of cost savings in call centers.
Sep 10 2009
Building Stronger Customer Relationships through Enterprise Content Management:
Customer loyalty is critical in today's competitive business environment, requiring businesses to manage
Aug 20 2009
Boost Acquisitions in Your Call Center: How to Get More Revenue Out of Your Existing Call Flow
Are you only converting 40-60% of inbound callers?
Golden Nuggets and Action Items from Customer Contact 2009, East
Straight from April’s 5th Annual Customer Contact 2009, East: A Frost & Sullivan Executive MindXchange
May 7 2009
“Survive the Storm”: How American Red Cross leverages on Demand Contact Center technology with no capital outlay
In an emergency you’ll probably dial 911. So, who do you call in the event of a natural disaster? You call The Red Cross!
Apr 8 2009
FCR: Driving a Better Customer Experience While Boosting the Contact Center Bottom Line
First Call Resolution (FCR) is often viewed as a KPI aimed at improving the customer
Mar 12 2009
Leveraging Unified Communications in the Contact Center
In spite of all the attention given to enterprise unified communications (UC)
Home-based Agent Deployment: Is it A Do It Yourself (DIY) Project?
Discover 30 Takeaways in 45 Minutes to driving contact center excellence with your at home-agent model.
Homestyle Customer Service – ConAgra Foods’ Secret Ingredient:
At-Home Workers ConAgra Foods is dedicated to providing customers with food that tastes great while providing good nutrition at a fair value......
December 3, 2008
Automated Value Messaging – How does it really work?
How do you improve customer satisfaction and brand loyalty and drive revenue? —Deliver a valuable service that fits the lifestyle and needs of your company’s customer base
October 30, 2008
Doing more with less: How integration at the point of contact improved agent effectiveness without breaking the bank
Contact centers operate a complex agent desktop environment. That desktop is oftentimes a productivity chokepoint that impacts agent efficiency, customer satisfaction and ultimately, the bottom line
October 2, 2008
Blending Advanced Contact Center Technologies: Leveraging Business Agility and Maximizing Customer Experience
As the call center outsourcing market becomes a maturing industry and faces current economic market conditions, companies more than ever need to optimize the value of every customer interaction
September 24, 2008
Your Path Home: Remote and Home Agent Deployment Made Easy
Consider this; the future success of contact centers worldwide, hinges on agent care…yes, agent care. Of course the customer is king, but perhaps it’s time to crown 2009 as the ‘year of the remote and home agent’.
September 11, 2008
Agents of Change: The Power of the Unified Service Desktop
The contact center agent is the focal point of the customer relationship. Good agents create happy customers and more sales; bad or mediocre agents … don’t.
Dec 11 2007
Transcend Boundaries: Enjoy the Benefits of a Friction-free Virtual Call Center
While virtual call centers are gaining acceptance among businesses looking to improve their bottom line and operational effectiveness, there are lessons to be learned from companies that have deployed a virtual call center.
Oct 18 2007