|
|
|
White Paper
|
A Practical Guide to Measuring and Managing Shrinkage in the Contact Center
Measuring and managing shrinkage is a core piece of the workforce management process. When properly implemented, it can assist contact center leaders in achieving service level goals and minimizing unproductive agent time. In this guide, read how to measure shrinkage, the steps to setting attainable shrinkage goals, managing with shrinkage in mind and how to leverage shrinkage in your corporate culture.
|
A Practical Guide to Measuring Customer Satisfaction in the Contact Center
The economy, competition, survival… in most contact centers, customer satisfaction has become paramount. Read why post-call IVR surveys are an effective low-cost method for measuring your customers’ satisfaction, and how 10 best practices based on the American Customer Satisfaction Index (ACSI) published annually by the University of Michigan significantly improve the make-up of a survey and the reliability and usability of survey data.
|
Best Practices for Process Automation
Most businesses have a greater need for business process automation than they realize. Learning how to successfully automate a process, however, takes practice. Read about best practices that can help your organization build success into each process it automates, from a process automation expert.
|
Book of Answers: Successful Business Communication Strategies and Trends from Industry Experts Vol 3
Download this white paper to learn the “who,” “what,” “why,” and “how” of business unified communications.
|
CXO Media Executive Summary: Internet Protocol Communications on the Brain
Read what CIO Magazine subscribers have to say about IP communications in a survey by IDG Research Services. Survey respondents represent a cross-section of industries, from financial services and healthcare to government, high tech, manufacturing and other business sectors.
|
|
|
|
|
|
|
Case Study
|
Case Study: Aiphone
Aiphone provides “big company” contact center service with a small staff, using enterprise IP telephony and web self-service.
|
Case Study: Broyles Kight & Ricafort
Broyles Kight & Ricafort deployed enterprise IP telephony system by Interactive Intelligence and used new system to increase revenue while improving client service.
|
Case Study: Dupaco Community Credit Union
Dupaco Community Credit Union simplifies with enterprise IP telephony system by Interactive Intelligence.
|
|
|
|
|
|
|
Webcast
|
All-in-One from Day One: The Difference Between Aspect and Interactive Intelligence
When a communication solution isn’t grown organically, but results from multiple acquisitions, you end up with a big puzzle of applications requiring a “forklift” upgrade. If the prospect of paying more maintenance for a product that tries to fit yet another square peg into a round hole makes you nervous, it may be time to start investigating options beyond Aspect. Download this eSeminar to learn more.
|
Be a Hero by Putting your Communication System on Autopilot
Reducing the operational expenses for your communications system is easy with an all-in-one system. In addition to saving money, you’ll also have higher reliability and increased flexibility to meet changing business requirements, all without integration issues hijacking your day. Download this eSeminar to learn more.
|
Building a Successful Remote Call Center Agent Program
Tim Passios, Director of Solutions Marketing for Interactive Intelligence, and Sally Hurley, President of VIPdesk, give you an experts’ view on home shoring and remote agents.
|
Don't Ditch Your Switch: How to Move to an All-in-One System Without Losing Your Investment
Just because you need to move to an all-in-one system doesn’t mean that you have to do a “rip and replace” to get there. Survey results show that although you have a multi-point solution for your enterprise communications now, you’d prefer an all-in-one solution. Watch this eSeminar to learn more about the keys to a successful all-in-one solution migration.
|
Leveraging Your Investment in Microsoft Technologies for VoIP
VONEXUS Enterprise Interaction Center is the only IP PBX phone and communications solution built 100% on the Microsoft platform for the medium-sized enterprise and corporate, remote, mobile and work-at-home employees. VONEXUS Enterprise Interaction Center: IP communications for the modern enterprise.
|
|
|
|
|
|
|
Research Report
|
A Comparison of All-in-One Versus Multi-Point Contact Center Solutions
Contact center managers want ease of use and reliability in their technology, and would prefer to have one relationship, one vendor, one suite of products, and one common administrative interface. This research report documents an analytical “drill down” into an emerging model of contact center technology -- the all-in-one solution.
|
Technology Adoption Strategies for All-In-One Contact Center Systems
This research report shows how, on a practical level, those who want to migrate to all-in-one, but are daunted by the perceived need to “rip-and-replace,” may follow an alternative path toward their goal. By providing an analytical framework, and a matrix-style roadmap, this report can open managers’ eyes to possibilities that they might not have considered.
|
A Cost Comparison of All-in-One versus Multi-Point Solutions in the Contact Center Sector
This research report focuses on an emerging model of contact center technology – the all-in-one – model in which one vendor provides all needed solutions on a single platform. It explores the processes that are key to the acquisition and implementation of technology in today’s contact centers. Read the report to learn more.
|
Today's Enterprise Workforces: Remote but not Isolated
With mounting labor challenges, businesses expect the hiring of fixed remote employees—those who work from solo offices or their homes—to outpace investments in overall corporate workforces. But it’s important to arm remote employees with the right tools to communicate and collaborate effectively.
|
|
|
|
|
|
|
Tool
|
Enterprise IP Telephony Web Page
More than just dial tone and handsets, our application-rich IP PBX delivers the communication functionality that thriving businesses are looking for. With out-of-the box integrations to dozens of back-office applications, our Microsoft-based IP PBX provides functionality for desktop screen pops, presence management, call recording, a softphone client, and much more.
|
|
|
|
|
|
|
Product Demo
|
VONEXUS Enterprise Interaction Center (EIC) Product Demo
The Vonexus Enterprise Interaction Center demo gives viewers an up-close look at Vonexus EIC’s IP telephony desktop call controls and advanced unified messaging functions for enterprise users and mobile workers alike, along with its innovative pre-integrations to Microsoft business applications.
|
|
|
|
|
|
|
Article
|
The Who, What, Why, and How of Business UC
Unified Communications is an extremely complex concept that means different things to different businesses. Read this article to learn more about who should be involved in a UC implementation, what UC really encompasses, and why and how organizations should implement a UC plan depending on their operational business needs.
|
What You Need to Understand About Abandoned Calls
The usual assumptions are that abandonment is a good indicator of
call center performance, and that there must be industry standards for
abandonment. As this article demonstrates, neither assumption turns out to be true. Read this article to learn how to lower your call center's abandonment rates.
|
Customer UC and First Contact Resolution
The search for enterprise benefits from Unified Communications capabilities always seems to revolve around improving business results by communicating more effectively and efficiently with customers. Even with fast access to live assistance from a call center “agent,” the need for particular expertise cannot always be provided by one person alone. This consideration led to a key metric for customer satisfaction, “First Call Resolution," based on getting other personnel quickly involved in satisfying all the caller’s needs during a single call. Read this article to learn how new UC capabilities are changing FCR.
|
Lasting Motivation: Avoid the Formulas… Embrace the Principles!
Customer contact centers are made up of a myriad of personalities, goals, skills, needs, etc. -- which is why off-the-shelf motivational prescriptions or formulas eventually fail. I believe that motivation is less a matter of “motivating people” and more one of creating an environment in which the motivation already resident in each person can flourish.
|
Preparing Your Call Center for Tomorrow’s Environment: 6 Key Trends to Consider
Given the profound developments taking place in call center technologies, there are a number of trends to prepare for. These are not predictions -- they have already been set in motion and are changing the call center landscape significantly and rapidly. Read this article to learn more about the six trends impacting today's call center.
|
|
|
|
|
Free eNewsletters
