White Papers

Building a Business Case for Cloud-based Contact Center Solutions

Overview

While it is possible to deliver a great personalized experience to customers without technology when a company is small, it is not as easy once the business gains scale. When this occurs, it is time to transition from an informal service/sales organization to a more structured operating department that utilizes best practices and systems to achieve company goals cost effectively. This paper will help Operations and Contact Center leaders build a compelling business case to make the needed investments in the contact center.

White Papers

Top Contact Center KPIs for Managing Customer Service, Sales & Collections (PDF)

Managing a contact center requires a combination of art and science, but it's the science that should be driving the art. Contact Centers of all sizes, whether staffed by 20 or 10,000 agents, need key performance indicators (KPIs) and metrics to effectively manage the operating environment. This white paper provides the top KPIs and metrics and explains how to use them to build and engage workforce that delivers an outstanding customer experience, cost effectively.  

Webinars

Contact Center Business Case (Webinar)

Customer Experience (CX) is the new tool of competitive differentiation and Contact Centers are the power house that drive exceptional CX. Though there is enough evidence to show the strategic value of contact centers, it gets challenging to build a strong business case, one that shows true economic impact.

Webinars

Contact Center CX Solutions for Government Agencies (Webinar)

Consumers expect it. The private sector delivers it. Excellent service has become the norm, and your customers will tell you that “good enough for government” just doesn’t cut it.