Cloud Cover for the Call Center: Meeting Demands Intelligently and Efficiently

Facing "Do more with less" in your contact center? The hosted call center offers an efficient approach that allows the call center to maintain and improve services.

Intended for both IT and call center management, this ICMI whitepaper discusses cloud services for the call center and the span of applications available in a hosted model.

Download ICMI's complimentary whitepaper, and discover:

• Cost Management - why hosted call centers provide labor and technology cost savings
• Buying Decisions -  what to consider when investigating hosted call center services
• Hosted Call Center History - a brief account of hosted call centers
• Terms and Definitions - the basic terms you should know

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Blending in the Call Center: Benefits, Barriers and Breakthroughs

Smart Considerations for Inbound and Outbound Contact Center Operations

In today’s shifting economic and customer demand environment, using the call center to drive brand-differentiating customer satisfaction and to drive revenue are joining operational efficiency as leading strategies for the best-performing organizations. Blending is not always the perfect solution for every contact center; however, this whitepaper focuses on blending inbound and outbound operations in the call center, sharing what call center professionals all over the world have identified as the benefits of blending (both real and perceived), the barriers and areas where there may be breakthroughs in today’s process and technology arenas that would enable the blended contact center.

About Our Sponsor

This whitepaper and the underpinning research were made possible by the underwriting support of Five9. ICMI research sponsors do not have access to research participant information, including individual survey responses.

The Business Value in Balancing Call Center Efficiency with Customer Satisfaction 

Less than one third of contact center professionals surveyed rate their centers as successful at achieving the balance between call center efficiency and customer experience. This whitepaper shows how the call center can become a true value center by moving beyond the imperative to deliver services efficiently and focus on the larger and more complex goal of creating high levels of value for their organizations and customers.

This whitepaper from ICMI challenges call center executives and managers to think about the relationship between call center efficiency and the customer experience with a goal toward increasing the call center’s ROI. It offers insight on:

• The value that the call center can create for the organization
• The people, processes and technology that support key contact center objectives for delivering quality service efficiently
• Roles and responsibilities for key players in the contact center for achieving this critical balance

About Our Sponsor

This whitepaper and the underpinning research were made possible by the underwriting support of Avaya. ICMI research sponsors do not have access to research participant information, including individual survey responses.

What’s Wrong With Customer Self-Service?

Investment in self-service technologies is on the rise. According to research from ICMI, the number of contact centers planning to spend from $100,000 to more than $50 million is up compared to actual spends in this range during 2009 and 2010. But many centers are missing some critical data and suffering from skewed perspectives when it comes to their self-service strategies. With this in mind, what will be the return on that investment? This whitepaper explores why self-service is not meeting customer and contact center needs and demands — and where improvement should begin.

This whitepaper from ICMI challenges call center executives and managers to take a different approach to customer self-service, and offers insight on:

• Measuring the performance of self-service for cost reductions in the contact center and customer satisfaction
• Costs of a poorly integrated self-service strategy
• Processes and technologies to help your customer self-service strategy succeed

About Our Sponsor

This whitepaper and the underpinning research were made possible by the underwriting support of inContact. ICMI research sponsors do not have access to research participant information, including individual survey responses.

You can improve agent adherence!

Are your workforce/resource management investments in the contact center paying off? Recent ICMI research shows a marked increase in contact centers’ investments in workforce management personnel and systems over the past two years. However, we also see the persistence of a common problem – agent adherence – that diminishes the value of these investments. This whitepaper discusses how to get call center agents to buy into schedule adherence. It also highlights the appropriate role of technology in solving the problem. The whitepaper closes with a look at how decisions at the management and executive level may be keeping contact center agents from being where they should be when they should be there.

This whitepaper from ICMI challenges call center executives and managers to take a different approach to the problem of agent adherence and offers solutions on how to:

• Get quick wins with proven tactics that increase agent commitment
• See how workforce management technology fits into the equation
• Identify management processes that can improve adherence

Download this vital ICMI Whitepaper today and receive a complimentary Adherence Calculator!

About Our Sponsor

This whitepaper and the underpinning research were made possible by the underwriting support of Pipkins Inc. ICMI research sponsors do not have access to research participant information, including individual survey responses.

Discover Why Contact Center Quality Doesn't Measure Up

This complimentary ICMI whitepaper discusses how you can increase customer satisfaction—and the contact center's strategic value—by fine-tuning quality monitoring processes.

• Optimize costs
• Improve customer satisfaction
• Strengthen the strategic value of the contact center

Download this whitepaper to discover practical steps organizations can take to improve quality monitoring and increase customer satisfaction.