WHITE PAPER - Is securing the Call Center possible without impacting the customer experience? This paper discusses the advantages and benefits of using knowledge-based authentication (KBA) to bolster Call Center security over other solutions.
Posted: September 25, 2009 | Published: September 18, 2009


Topics:  Authentication | Call Center Management | Call Centers | Customer Data Management | Customer Privacy | Endpoint Security | Identity Management | Identity Theft | Personal Information Management Software

WHITE PAPER - A new era of on-demand remote support has brought with it a unique challenge to the agents who practice it: a new level of transparency for their interpersonal skills. In this white paper, you'll learn from an experienced communications skills expert, 4 specific steps to help supercharge your customer relationships in an era of remote support.
Posted: September 16, 2009 | Published: September 16, 2009


Topics:  Call Center Management | Call Center Services | CRM | CRM Services | Customer Interaction Services | Customer Support Software | Remote Access Software | Remote Control Software

PRODUCT OVERVIEW - Five9 is the leader in on-demand call center products. Watch this overview to learn about all the products Five9 has to offer to help improve your call center operations and learn just how easy it is to use the many products available from Five9.
Posted: September 11, 2009 | Published: September 10, 2009


Topics:  Automatic Call Distribution Systems | Call Center Management | Call Center Services | Call Center Software | Call Centers | CRM | CRM Best Practices | VoIP

WHITE PAPER - Read this paper to learn how organizations that have selected a hosted contact center solution have minimized or even eliminated the cost of their IT or telecom support departments. Keep reading to learn what the benefits a hosted contact center solution can have for your company.
Posted: September 10, 2009 | Published: September 10, 2009


Topics:  Call Center Management | Call Center Services | Call Center Software | Contact Center Management | Contact Center Services | Contact Center Software | CRM | CRM Software | TCO

CASE STUDY - Read case study to learn how Vonage selected the Five9 Virtual Call Center Suite to launch an ambitious campaign to win back over 70,000 customers. Read on to learn how Five9 Virtual Call Center Suite offers superior-quality VoIP, predictive dialer, inbound call capabilities, comprehensive management and customer tracking tools, and more.
Posted: September 10, 2009 | Published: September 10, 2009


Topics:  Automatic Call Distribution Systems | Call Center Management | Call Center Services | Call Center Software | Call Centers | CRM | CRM Best Practices | CRM Services | Customer Loyalty | Customer Satisfaction

CASE STUDY - After evaluating several customer relationship management solutions, including Salesforce.com, the company replaced NetSuite CRM with Microsoft Dynamics® CRM. Using Microsoft Dynamics CRM, the company cut call times in its customer support call center by 30%, reduced agent training time by 25 percent, and strengthened its growth capacity.
Posted: August 25, 2009 | Published: July 25, 2008


Topics:  Automotive Industry | Call Center Management | Call Center Software | CRM | CRM Software | Customer Data Management | Customer Support Software | IT Departments | IT Service Centers | Productivity

WHITE PAPER - One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions.
Posted: January 26, 2009 | Published: January 26, 2009


Topics:  Best Practices | Call Center Management | Call Center Services | Call Centers | Customer Service | Metrics

WHITE PAPER - Efficient call centers that also meet customer expectations is a challenge that many organizations face. Discover the key steps to turning your call center into a strategic asset.
Posted: February 1, 2008 | Published: February 1, 2008


Topics:  Business Intelligence | Call Center Management | Call Center Services | Call Center Software | Contact Center Management | Contact Center Services

WHITE PAPER - This white paper describes the concept of “CRM without compromise,” elucidating how organizations can maximize their results by taking a more structured, holistic approach to CRM across the enterprise to gain a competitive advantage and profitable growth.
Posted: November 7, 2007 | Published: April 1, 2007


Topics:  Business Performance Management | Call Center Management | Call Centers | Contact Center Management | Contact Centers | CRM | ERP | Marketing | Oracle (Product) | Sales Force Automation | Software as a Service