| The Impact of SRM on Customer Intimacy
The relationship between a company’s suppliers and its’ customers
Click Here
Enabling Successful Social Media Customer Care
Understanding Social Media and Operationalizing it for the Contact Center Click Here
Customer Collaboration - A Richer Customer Experience Drives Profits
It should come as no surprise that people are frequently dissatisfied and annoyed with the level of customer service they receive
Oct 2011
Click Here
Can Your Center Keep Up with the Changes?
Manage the Avalanche of Complexity and Still Control Costs
Sep 2011
Click Here
Contact Center Improvement Through Better Analytics
Analytics is a powerful addition to a business’ toolkit in making sense of what it is doing and how it should interact with its customers. However, analytics in contact centers is confusing because the term has been devalued through misuse.
October 2010
Click Here
Social Networking for Customer Contact - Why Should Contact Centers Care
Social networking has been and continues to be a cultural phenomenon. It is quickly also becoming a business phenomenon. Increasingly, current and prospective customers are using social networking.
March 2010
Click Here
Preparing for Uncertainty - The Critical Need for Contact Center Strategic Planning
Senior executives need better insight into how their contact center strategic planning decisions impact business goals and objectives over time.
April 2009
Click Here | | Protect Customers with PCI Compliance
Lowering Data Breach Risks for Customer Contact Centers Click Here Moving to Next Generation Speech Analytics - Words Are No Longer Enough
Speech analytics is one of the most powerful tools on the contact center workbench
Dec 2011 Click Here
Proactive Customer Communications: Transforming the “Contact Center” to the “Interaction Center”
Proactive Customer Communications is a strategic imperative for contact centers to survive and thrive in today’s rapidly evolving consumer communications landscape.
March 2011
Click Here
You Can Have It All: Satisfied Customers AND Profitable Operations
Does this sound familiar? The CEO declares this is “the year of the customer.” Posters throughout the company pledge commitment to “Customers First.” Customer satisfaction.
September 2010
Click Here Mastering Multi-channel Self-service - Coping with Empowered Customers
Self-service has moved well beyond traditional tools like IVR, and even past speech. Newly empowered customers are gathering information using many tools.
Dec 2009
Click Here | | Navigating Through the Contact Center Cloud:
How Best to Move Customer Contact Processes to the Cloud Click Here Speech Analytics and the Optimal Customer Experience
Analyzing More than “Customer Effort” for Meaningful Insight
Jun 2012 Click Here
Cloud Contact Center Market Trends - Movement from Best of Breed to Suites
The cloud model has seen unprecedented demand and growth in the contact center
market over the past few years
Nov 2011
Click Here
Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis
The majority of North American contact centers today are supported by premise-based contact center and telephony systems
April 2011
Click Here
Customer Service - The Gold Standard in Conferencing and Collaboration
Enterprises today are insisting that customer service become an organization-wide priority, while at the same time pushing for reduced costs and better utilization of limited corporate resources.
May 2010
Click Here Should Contact Centers Consider Hosted APO Applications?
Social networking has been and continues to be a cultural phenomenon. It is quickly also becoming a business phenomenon. Increasingly, current and prospective customers are using social networking.
Jan 2010
Click Here
The Compelling Business Drivers for the Hosted Contact Center Approach
This research paper discusses industry trends, business benefits and the value proposition for hosted contact centers. It is written for contact center executives.
July 2009
Click Here | | Bringing Customer Interactions Home Click Here Agent Lifecycle Management Best Practices
Contact centers spend between 65% and 80% of their budgets on labor, and yet still tolerate absurdly high turnover rates (in some cases more than 100% annually).
Feb 2011 Click Here
| |
Remote Service Applications - Better Margins and a Fraction of the Cost
The delivery of professional, consultative services to a varied client base is a common function in today’s business.
Jan 2009
Click Here
Remote Service Delivery - High Performance Professional Services
Remote-service applications are highly productive at helping professional-services organizations create intimate relationships with clients that are less expensive to manage.
Dec 2008
Click Here |  | | Balancing Customer Experience and Profitability in a Mobile World
Five self-service strategies that drive loyalty and lower costs
Mar 21, 2012 Click Here Trusted Brands Win Markets: Here's Why and How Those Brands Pull it Off
Gaining and Maintaining Trust with Employees and Customers
Mar 14, 2012 Click Here The Contact Center in the Era of Social Media:
How to Stay Relevant, Deliver Value and Understand Changing Customers
Sep 29, 2011 Click Here
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 Click Here 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
Jul 21, 2011 Click Here The 7 Highly Effective Secrets to Building a Successful Marketing Strategy
Understand how perception can destroy your best laid plans
Jul 20, 2011 Click Here Smart Grid: A New Customer Experience
Learn how you can provide a smarter quality service and increase your bottom line.
Nov 3, 2010 Click Here Customer Experience Management: Making Every Interaction Count
Stories from the Trenches:
Practical Ways to Improve Efficiency, Effectiveness, and Operational Insight
Mar 24, 2010 Click Here “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 Click Here 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......
Dec 3, 2008 Click Here 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'.
Sep 11, 2008 Click Here 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 Click Here 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 Click Here | | Golden Nuggets, Takeaways & Next Steps from Customer Contact 2011, West:
Designed both for those that attended and those who could not...
Nov 10, 2011 Click Here 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 Click Here 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?
May 5, 2011 Click Here 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 Click Here 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 Click Here 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?
Jun 4, 2009 Click Here 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 Click Here Leveraging Unified Communications in the Contact Center
In spite of all the attention given to enterprise unified communications (UC)
Feb 19, 2009 Click Here 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
Oct 30, 2008 Click Here | |
The Rising Cost of Customer Service: Cloud Strategies for Lower TCO, Higher Reliability and a Competitive Edge
More enterprises are turning to cloud hosting to ease strain on IT resources and budgets.
Mar 21, 2013
Click Here A Case Study in Customer Contact Transformation
Mobile customer care, IVR systems, chat and social media are hot contact center topics.
Mar 28, 2013 Click Here
Making Mobility Part of Your Customer Care Strategy
Thursday, November 29, 2012 at 2:00 pm ET / 11:00 am PT
Click Here
Optimizing Customer Experience with Predictive Customer Analytics
Execute and embed predictive modeling in your operation
Mar 30, 2011
Click Here
Dynamic Customer Needs: Winning Strategies for Next-Gen Care
Examine the alternatives to traditional agent-centric technology deployments
Mar 16, 2011 Click Here
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 Click Here 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 Click Here Actionable Insights: The Key to Creating Self-Service Satisfaction
Join us as we discuss optimizing the performance of self-service applications.
Nov 10, 2010 Click Here 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 Click Here Extending Contact Center Capabilities With The Cloud
Learn repeatable best practices to optimize the performance of self-service applications
Aug 11, 2010 Click Here 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 Click Here 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 Click Here Customer Contact Crossroads: Invest in New or Extend Existing IVR and CTI Technologies?
Contact center managers face many challenges...
Feb 25, 2010 Click Here Proactive Best Practice: Drive Customer Loyalty and Revenue with Interactive Outbound Care
With evolving customer expectations, basic proactive outreach is no longer sufficient. Leading
Nov 12, 2009 Click Here 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
Oct 2, 2008 Click Here 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 Click Here | | 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 Click Here A Contact Center Manager's Blind Spot
Identify the weak links in how your agents and applications work together
Dec 15, 2009 Click Here 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 Click Here 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 Click Here 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 Click Here | | 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
Sep 24, 2008 Click Here | | Do You Really Know Your Customer Data?
By Justin Lemrow, Director of Continuous Improvement, Contact Solutions
What You Can Learn From Your Least Satisfied Customers
By David Lewy is Senior Vice President at Knoah Solutions
Driving Revenue, Customer Loyalty, and Operational Excellence Metrics With Advanced Analytics
By Joe Outlaw, Principal Analyst, Contact Centers, Frost & Sullivan
Optimizing Customer Self-Service for Increased Loyalty and Cost Saving
By Nancy Jamison, Principal Analyst, Contact Centers, Frost & Sullivan
Don’t Call Us, We’ll Call You: Does Proactive Customer Engagement Make Sense for Your Business?
By Nancy Jamison, Principal Analyst, Contact Centers, Frost & Sullivan
Enterprise Feedback Management: New Insights into Customers and Employees
By Bill Durr, Principal Global Solutions Consultant, Verint Systems
The Case for Proactive Customer Communications
By Mariann McDonagh, Chief Marketing Officer, inContact
The Customer Identity Crisis
By Bill Payne, Vice President of CRM and Industries in Global Process Service, IBM
A View into the Minds that Matter
By Bill Payne, Vice President of CRM and Industries in Global Process Service, IBM
What’s Your Story: How Easy is Your Company to do Business With?
By Michael DeSalles, Principal Analyst – Customer Contact, Frost & Sullivan
12 Ways to Put the Call Center on Your Company’s Radar
By Michele Watson, Vice President, Global Customer Care, Match.com
Raise the Risk Level to Red – Why Security of Information is Essential to Contact Center Solutions
By Debbie Sussman, Director of Security Program, Contact Solutions
Customer Service Best Practices Survey Results
Customer Service Beyond the Contact Center
By Steve Williams, Vice President of Desktop and Process Analytics, Verint Systems
Using Social Media to (Finally!) Link Contact Centers & Business Departments
By Mariann McDonagh, Chief Marketing Officer, inContact
Balancing Conflicting Priorities to Build Profitable Customer Relationships
By Bassam Salem, Senior Vice President, Professional Services, inContact
Optimal Handle Time? Handle Time from the Customer’s Point of View
By Neil Crane, Director of Product Strategy, Cicero
Business Process Improvement Where It Makes Sense
By Keith Anderson, Director of Client Services, Cicero
| | Is Your Self-Service Optimized? Think Again
By Justin Lemrow, Director of Continuous Improvement, Contact Solutions
The Journey to Customer Contact Transformation
By Brendan Read, Industry Analyst, Frost & Sullivan
Reaping the Benefits of Customer Centricity What is Holding Your Company Back?”
By Joe Outlaw, Principal Analyst, Contact Centers, Frost & Sullivan Creating Value from Social CRM
By Joe Outlaw, Principal Analyst, Contact Centers, Frost & Sullivan Winning Organizational Strategies for Social Media
By Joe Outlaw, Principal Analyst, Contact Centers, Frost & Sullivan Getting the Most from Self-Service
By Mariann McDonagh, Chief Marketing Officer, inContact The Last Mile in CRM
By Rob McDougall, President & Co-Founder, Upstream Works Discovering Positively Outrageous Service
By T. Scott Gross, Author, "Positively Outrageous Service" Red Lion Keeps Personal Connections Alive
By Julie Silbar, Director, Business Systems, Red Lion Hotels Corporation NPS and the Call Center: Creating Loyalty through Customer Contact Solutions
By Kymberlaine Banks, Social Media Manager, Telvista Customer Centricity Wins: Sprint Nextel’s Leadership Makes Customer Experience a Top Priority
From "1to1 Magazine" – March 2010 Issue How Much Is Poor Customer Service Costing Your Business? Tiered Service: The Next Step in Optimizing Contact Centers
By Jason Williams, Senior Solutions Manager, inContact Enhancing Customer Collaboration with Social Media
By Jeff Campbell, Solutions Marketing Manager, Cisco Customers Determine the Value of a Process
By Mike Garner, Chief Customer Officer, Cicero A Path to Reduce Customer Attrition? Or 'Why I Fired my ISP...'
By Neil Crane, Director of Product Strategy, Cicero Creating The Optimal Customer Experience Through a Better Understanding of the Entire CRM Process
By Chris Tranquill for "Inside CRM" Magazine Optimizing Your CRM Strategy at the Point of Contact
By Keith Anderson, Director of Client Services, Cicero How to Improve Service Delivery
By John Broderick, Chief Executive Officer, Cicero Why Average Handle Time No Longer Matters
By David W. Holmes, Senior Vice President of Global Marketing, Jacada | | Riding the Mobility Wave to Increase Customer Engagement
By Nancy Jamison, Principal Analyst, Contact Centers, Frost & Sullivan REAL-TIME: ESSENTIAL FOR CUSTOMER TRUST Web Self-Service Strategy: A Radical Re-think
By Michael DeSalles, Principal Analyst, Contact Centers, Frost & Sullivan Blizzards, Earthquakes and Fires, Oh My! Is Your Contact Center Prepared?
By Mariann McDonagh, Chief Marketing Officer, inContact Rise of the Hosted Contact Center
By Chris Hodges, Senior Vice President Sales & Marketing, Noble Systems Corporation IVR in a Sales Center
By Phil Gray, Executive Vice President Marketing, Interactions Corporation Is Lying the Only Way to Get Customer Service?
By Phil Gray, Executive Vice President Marketing, Interactions Corporation Ready for Tomorrow: Web 2.0 in Your Contact Center
By Tom Goodmanson, President and CEO, Calabrio Enhancing Customer Collaboration with Collaboration Desktops
By Jeff Campbell, Solutions Marketing Manager, Cisco Enhancing Customer Collaboration with Multimedia Recording and Analytics
By Jeff Campbell, Solutions Marketing Manager, Cisco Data Driven Dialog for Exceptional Caller Satisfaction
By Steve Chirokas, Executive Director, Marketing, VoltDelta | | | |
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