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Best Practices for Improving Performance in Your Contact Center

Source: Focus Research
In successful contact centers, top agents provide a superior experience for customers and ultimately help grow revenue for a company. How does your contact center stack up to the competition? Are you doing all you can to run a high-performing contact center that keeps customers happy and builds long-term relationships? In this guide, experts share their top 6 best practices for improving contact center performance.


Featured publications:

Unified Communications Guide: The Business Case for Unified Communications in the Contact Center
Source: Ziff Davis One of the most important trends these days in unified communications (UC) is extending these capabilities to the contact center. Generally in the past, UC deployments have been focused on employee communications, but contact center agents utilize many UC features and a strong business case can be made for implementing UC in your contact center. This guide addresses the main considerations to support this business case for companies of all sizes. Read More...
Troubleshooting Remote Site Networks—Best Practices
Source: Fluke Networks Management and remote site employees expect the same level of network service as the headquarters site. However, when IT staff are faced with limited resources to support remote site networks, often the applications, services and performance at those sites are not as robust as the headquarters site. See how to deliver a high level of network service at remote sites using best practices outlined in this white paper. Read More...
Best Practices in Mobile Workforce Management
Source: ViryaNet How can you address the full lifecycle of mobile workforce management and continuously achieve your operational goals? Keep in mind these best practices in planning, executing, and monitoring. Read More...


You may also be interested in these related documents:

Automating Your Call Center Feedback
Source: Mindshare Technologies Almost everyone has had a bad call center experience—due to long queues, ineffective interactive voice response (IVR) systems, or an agent who doesn’t communicate well. After, the story is told over and over to friends, warning them about doing business with "that company." Are your customers saying this about your local contact center? If so, do you know why? Learn why you should update your customer feedback systems. Read More...
Data Center Best Practices: Optimizing Service Infrastructure through OS Portability
Source: PlateSpin Ltd Today’s data centers are an increasingly complex mixture of server platforms, hardware, operating systems, data, and applications that have accumulated over time. So how do you take your data center from a tangled mess of suboptimal servers which may be hampering your service levels, to one that can maximize performance? With the use of virtualization technology, data center optimization can become a reality. Read More...
Building the Small Contact Center
Source: Zeacom Until recently, customer interaction technologies were often considered too complex and costly for all but the largest businesses to justify. But today that picture has changed. Encouraged by declining technology costs and changing customer expectations, and pressured by competition, small and midsized companies are investing in key customer service building blocks, such as contact centers. Read More...

 
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