White Papers
Shrinkage can be one of the more elusive metrics in the contact center, but don’t underestimate its power. If properly measured and managed, the use of shrinkage can enable contact center leaders to achieve the ideal balance of productive and unproductive time. Unchecked shrinkage will negatively affect service levels and the overall contact center budget.
This Genesys white paper outlines the particular challenges facing service delivery operations — both within and outside of the contact center. It then describes the type of solution required to address these challenges. Finally, it shows how Genesys enables you to optimize service delivery across your entire enterprise.
From conversations with hundreds of successful midsize customers, six proven strategies for the successful deployment and use of business intelligence have emerged. These strategies address the challenges facing both business and IT. They involve factors from architecture and report types to scalability and accessibility. And they affect everyone from the casual BI consumer to the professional report author. Download this white paper to learn about the BI strategies that can help your organization compete more effectively in today’s economy.
Data quality has always been an important issue for companies, and this is even more the case today. This paper reviews current industry problems concerning data quality, and takes a detailed look at how companies are addressing quality problems with customer, product, and other types of corporate data.
This knowledge paper examines and explores the key elements that will allow organizations of all types to continue to evolve their approach to addressing the questions and concerns of an evolving and increasingly web-centric customer base.
This Interactive Intelligence white paper serves as a practical guide to measuring customer satisfaction in the contact center. Inside, learn new methods of automation, 10 best practices for interactive voice response (IVR) surveys, and how to use survey data most effectively.
In white papers, there is no shortage of advice about what best practices can lead to success. But equally important is a thorough understanding of what worst practices are to be avoided during an implementation. Problems during implementation are never deliberate. But in this white paper, we will review four practices that should be avoided unless one wants to go out of one’s way to cause their implementation to tank.
When most managers think about improving call center retention, they think of using rewards and recognition to keep people engaged in their work. This paper discusses how performance support systems accelerate the productivity and efficiency of call center personnel faster than ever – from day one – while simultaneously improving sales and service levels and keeping customers happy.
A guide from Sybase 365 and Enterprise Innovation to elevating customer trust and engagement -- how mobile messaging will take customer service to a new level of personalization, convenience and user satisfaction.
This EquaTerra Perspective will review the current state of the contact center market and identify emerging trends and best practices that organizations should consider as part of developing or extending a nextgeneration strategy for contact center services.
Knowledge Central Multiple
Knowledge Central
Shrinkage can be one of the more elusive metrics in the contact center, but don’t underestimate its power. If properly measured and managed, the use of shrinkage can enable contact center leaders to achieve the ideal balance of productive and unproductive time. Unchecked shrinkage will negatively affect service levels and the overall contact center budget.
This Genesys white paper outlines the particular challenges facing service delivery operations — both within and outside of the contact center. It then describes the type of solution required to address these challenges. Finally, it shows how Genesys enables you to optimize service delivery across your entire enterprise.
This case study is about how Hindustan Unilever uses change management solution from SAP to synchronise software development across all its offices in India.
To achieve their primary objective of reducing operational costs while improving customer serivce, Telkomsel chose Sword Ciboodle to revolutionize their core customer facing processes. Today, Telkomsel maintain their lead position in a highly competitive market via a strategy to differentiate through their customer service.
Cell phone activities are a great way to encourage team building in call centers. This chapter outlines a few cell phone activities call center managers can use to introduce new employees to the call center team and break the ice in the office.
In order to develop a strategic Internet marketing plan marketers need to understand where their customers and potential customers are going for information. Companies have the potential to succeed if they effectively target these customers with innovative and strategic Internet marketing techniques through the use of social networking sites and Web 2.0 technology.
Handling customer interactions isn't always easy, since every interaction is unique and different customers present different challenges. We've put together this list of the things call center agents and customer service reps should and shouldn't do during a call center interaction.
Paul Greenberg, President, The 56 Group evaluates CRM options that are Mac and iPhone compatible.
