WHITE PAPER:   Posted: 18 Nov 2008 | Published: 18 Nov 2008
This document describes how Opus Research evaluates seven ways that firms can build a customer-centric organization and enhance the customer experience.
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WHITE PAPER:   Posted: 18 Nov 2008 | Published: 18 Nov 2008
As customer care spans multiple modalities requiring real-time responses, "analytics" has become an all-purpose word that embraces monitoring and recording.
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WHITE PAPER:   Posted: 18 Nov 2008 | Published: 18 Nov 2008
Survey respondents illustrated a sophisticated understanding of the consumer profile of the millennial, a sampling comments point to convenience, customisation, community and "cool" as motivating factors for millennials.
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WHITE PAPER:   Posted: 06 Nov 2008 | Published: 06 Nov 2008
Read this E-Guide and explore how constructing your service organization around SIP and utilizing SIP-based contact center can make managing premium service channels more effective and interactively guide lower-value clients.
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EDITORIAL RESOURCE GUIDE:   Posted: 08 Sep 2008 | Published: 08 Sep 2008
This E-book from SearchCRM.com explores best practices and strategies for using real-time information in the call center.
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WHITE PAPER:   Posted: 04 Sep 2008 | Published: 04 Sep 2008
This white paper is intended for executives who are seeking to understand why SIP (Session Initiation Protocol) is a must-have technology for the contact center today, and how SIP-enabled IP solutions can help align you with your goals.
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WHITE PAPER:   Posted: 17 Jul 2008 | Published: 03 Apr 2008
Real-time CCPM solutions give contact center management an objective and quantifiable method for identifying, capturing and communicating customer or operational issues quickly enough to prevent them from causing more damage.
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WHITE PAPER:   Posted: 03 Jun 2008 | Published: 01 Jan 2006
This white paper is intended to give you a sense of what these new proactive management technologies can do for you, and to help you establish criteria for evaluating products in this arena.
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WHITE PAPER:   Posted: 03 Jun 2008 | Published: 01 Apr 2008
This white paper discusses how companies can transform customer service by applying intelligent business rules for optimal efficiency and a competitive advantage.
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CASE STUDY:   Posted: 19 May 2008 | Published: 01 May 2008
The company wanted to meet a goal of answering 92% of all customer calls before abandonment, without adding staff.
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PODCAST:   Posted: 05 May 2008 | Premiered: 05 May 2008, 09:00 EDT (13:00 GMT)
From this 15-minute podcast, you'll walk away with ideas about how real-time analytics can enhance call center performance and how to execute on a real-time strategy in your call center.
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WHITE PAPER:   Posted: 25 Mar 2008 | Published: 01 Jan 2007
This survey highlights the importance of the contact center experience and the direct impact it can have on revenue and consumer loyalty, it also reveals some interesting trends in consumer expectations.
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WHITE PAPER:   Posted: 24 Mar 2008 | Published: 01 Mar 2008
Download the new business paper, The intelligent Customer Front Door: Rolling Out the Red Carpet for Increased Customer Satisfaction and discover how your contact center can actually anticipate customers' needs and allow them to control the interaction.
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