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How to Define Your Next Generation Contact Center Strategies

Source: EquaTerra
A contact center is a mission-critical component of any organization’s operations—regardless of who they service. Yet stakeholders often remain dissatisfied with its performance. In the past, contact centers benefited from advances in information and technologies, yet many companies struggled to determine how they could take advantage of these benefits. Find out how embracing both old and new technologies today can work.


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...
TEC 2013 Supply Chain Management Buyer’s Guide
Source: Technology Evaluation Centers Published On: August 27 2013 This buyer’s guide provides an overview of supply chain management (SCM), including an in-depth look at the major issues affecting the supply chain today, and explains how SCM software can fulfill these needs. The guide also takes a broad look at major next-generation technology trends and how they are affecting SCM solutions. Included in this guide is a special report on the wholesale distribution industry, with an examination of the challenges facing this industry, and the innovation and technology that are driving change. Read More...
How to Save $20,500 on Call Center Software
Source: Business.com Even if you only have a few agents fielding customer service calls, call center software can give your business a more professional interface with customers. This white paper discusses the benefits of call center software, features of call center software, and the costs you can expect when you start using call center software. There is also a cost breakdown that shows you how to save money on your call center software. Read More...


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Billing Foundations for Successful Next-generation Service Strategies
Source: Amdocs Dramatic progress in communication and media industries are pushing service providers to seek new differentiation strategies. Next-generation services can play a major role in your future as a service provider. But first you need to understand the implications for your operational- and business-support systems—in particular your billing system. Learn how to make the most of next-generation services to generate revenue. Read More...
The Benefits of Next-generation ERP
Source: LOGO Business Solutions Rapid changes in the market and in customer needs mean small to medium businesses (SMBs) must work harder to stay competitive. Setting and achieving goals in this economic environment is increasingly difficult. Upgrading to a next-generation enterprise resource planning (ERP) can be a way to manage change—and even benefit from it. Learn more about how to customize an on-demand ERP solution that’s right for you. 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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