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Balancing Customer Experience and Profitability in a Mobile World
Five self-service strategies that drive loyalty and lower costs
March 21, 2012

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Trusted Brands Win Markets: Here's Why and How Those Brands Pull it Off
Gaining and Maintaining Trust with Employees and Customers
March 14, 2012

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Golden Nuggets, Takeaways & Next Steps from Customer Contact 2011, West:
Designed both for those that attended and those who could not...
Nov 10, 2011

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The Contact Center in the Era of Social Media:
How to Stay Relevant, Deliver Value and Understand Changing Customers
Sep 29, 2011

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Mind the Gap: Bridging Channels for Customer Care
Discover how consumers are driving the use of different channels (web, mobile, phone, social, and more)
Oct 6, 2011

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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

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The 7 Highly Effective Secrets to Building a Successful Marketing Strategy
Understand how perception can destroy your best laid plans
Jul20 2011

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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

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Making Every Interaction Count! Are You Doing Enough in Real-Time?
Customer experience is essential to the success of our business, but we need to ask ourselves daily, “Are we doing enough?
May5, 2011

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Optimizing Customer Experience with Predictive Customer Analytics
Execute and embed predictive modeling in your operation
Mar 30 2011

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Dynamic Customer Needs: Winning Strategies for Next-Gen Care
Examine the alternatives to traditional agent-centric technology deployments
Mar 16 2011

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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

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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

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Actionable Insights: The Key to Creating Self-Service Satisfaction
Join us as we discuss optimizing the performance of self-service applications.
Nov 10 2010

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Smart Grid: A New Customer Experience
Learn how you can provide a smarter quality service and increase your bottom line.
Nov 3 2010

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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

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Extending Contact Center Capabilities With The Cloud
Learn repeatable best practices to optimize the performance of self-service applications
Aug 11 2010

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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

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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

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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

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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

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Customer Experience Management: Making Every Interaction Count
Stories from the Trenches:

Practical Ways to Improve Efficiency, Effectiveness, and Operational Insight
Mar 24 2010

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Customer Contact Crossroads: Invest in New or Extend Existing IVR and CTI Technologies?
Contact center managers face many challenges...
Feb 25 2010

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A Contact Center Manager's Blind Spot
Identify the weak links in how your agents and applications work together
December 15, 2009

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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

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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

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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

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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

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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?
Jun4 2009

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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

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“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

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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

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Leveraging Unified Communications in the Contact Center
In spite of all the attention given to enterprise unified communications (UC)
February19 2009

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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.
January14 2009

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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

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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

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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

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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

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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

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DRIVING BOTTOM LINE RESULTS FROM THE CONTACT CENTER:
Generating Revenue, Improving Performance and Optimizing Strategic Decisions Enterprise executives today are faced with the challenge of improving the performance of their contact centers and driving top line growth.
Feb 7 2008

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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

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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

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