White Papers
This white paper examines six challenges, or imperatives, that every chief sales officer faces in the current environment, and provides recommendations on how to most effectively address and convert these obstacles into opportunities and competitive advantage. Whether it’s the challenge of driving growth in a difficult economy, increasing sales capacity with the same or fewer resources, or embarking on a sales transformation, enterprising chief sales officers can deploy proven methodologies and technologies to increase sales effectiveness and drive business success.
There are many CRM solutions available in the market today. How do you decide which one is right for your business and then continue to reap the benefits of the solution after implementation? This Oracle white paper offers five tips for helping mid-size companies determine the right solution for their business, including better ROI across the entire enterprise.
Competition in the airline industry is intensifying as low-cost carriers continue to gain market share. Today, airlines are turning their attention back toward the customer after years of focusing on cost reduction. However, CRM technology is no longer a competitive differentiator. The ability of airlines to sustain long-term revenue growth and achieve profitability hinges on moving beyond traditional CRM to implementing comprehensive and integrated loyalty management solutions that support the entire customer travel lifecycle.
How do you go beyond the limitations of traditional Interactive Voice Response (IVR) to deliver superior customer service.
Creating a positive customer experience continues to be a major goal for organizations around the globe. Businesses that succeed in delivering these positive experiences will enjoy "good profits and true growth" based on increased satisfaction and loyalty. Advanced skills-based routing offers a substantial increase in capability for the management of customer experiences. This white paper discusses the benefits of advanced skills-based routing in the contact center.
According to Wikipedia, speech analytics describes automated methods of analyzing speech to extract useful information about the speech content or the speaker. In the context of a call center, speech analytics gives companies insight into what customers really think about their company allowing them to react in a timely manner. This eGuide offers straight forward insight into why your company may need to use speech analytics.
Many businesses have created organizational siloes internally that perform specific jobs well. But limited interaction has meant that success is difficult to replicate and attempts to integrate lead to conflict. This Aspect Software bulletin discusses lessons that can be learned in the use of unified communication to improve overall operation. The lessons are gleamed from how contact centers use unified communication to improve productivity and customer satisfaction.
Organizations are turning to customer relationship management solutions to drive revenue growth, productivity, and customer satisfaction. Not all CRM implementations end in success. The good news is that all of these of problems are avoidable -- if the CRM implementation is well designed and executed. Indeed, when properly deployed, CRM solutions produce a significant return on investment by streamlining business processes and providing frontline employees access to richer and more integrated customer information.
This report provides a functional overview of Web collaboration, including a description of eight distinct Web collaboration modules, their applicability for technical support, and the business case for the functionality. Support management should investigate how Web collaboration can be used to improve service levels, reduce operational costs, provide competitive differentiation, and identify the functional modules worth evaluating for their particular environment.
The "Customer Engagement Case Studies and Industry-specific Strategies" eGuide highlights the result of a Questex Asia reader survey aimed at identifying the challenges that organizations have in fine tuning the needs of the contact center to address the dynamic nature of customer engagements. Get your free copy here.
Knowledge Central Multiple
Knowledge Central
This white paper examines six challenges, or imperatives, that every chief sales officer faces in the current environment, and provides recommendations on how to most effectively address and convert these obstacles into opportunities and competitive advantage. Whether it’s the challenge of driving growth in a difficult economy, increasing sales capacity with the same or fewer resources, or embarking on a sales transformation, enterprising chief sales officers can deploy proven methodologies and technologies to increase sales effectiveness and drive business success.
There are many CRM solutions available in the market today. How do you decide which one is right for your business and then continue to reap the benefits of the solution after implementation? This Oracle white paper offers five tips for helping mid-size companies determine the right solution for their business, including better ROI across the entire enterprise.
When Bharti Airtel, India's largest mobile operator, discovered a manually-operated outbound calling infrastructure was limiting its ability to ensure better customer experience, the company turned to Genesys to implement a solution that integrates marketing, customer service and collection ensuring that the various departments do not overwhelm the engagement experience for customers.
As one of India's largest banking institutions, HDFC Bank has embraced sophisticated information technology to pursue its expansion from corporate banking to become a world-class provider of wholesale and retail financial services. SAS provides a broad range of analytics to help HDFC Bank make credit decisions, enhance its cross-sell and up-sell marketing, and comply with strict regulations.
Call center infrastructure vendors are boasting of the environmental benefits of at-home agents, but the price of gas is proving a more compelling argument.
Providing ongoing call center agent training and coaching should be a high priority for call centers of any size. We've gathered these call center eLearning buzzwords to help you understand the basics of eLearning technology and decide if it's right for your call center.
I'm looking for more information on the chief customer officer (CCO) position to bring to a meeting with company executives. What are your thoughts on this position, and do you have any examples of companies that have hired chief customer officers and seen improvements to the customer experience, customer loyalty and customer trust?
When calculating call center shrinkage, should you include time for call center representatives that are on a leave of absence (LOA), Family and Medical Leave Act (FMLA) or short-term disability? Lori Bocklund of Strategic Contact provides sound advice.
