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12 Sep 2014  |  North America

Adding Value and Managing Change in Todays Contact Center

Innovative solutions integrators (SIs) key to cloud, omnichannel, and IT management strategies

Customer contact systems integrators and value-added resellers or solutions integrators (SIs) are the linchpins in the contact center supply chain. Companies call on SIs to map out solution strategies and recommend and implement new and upgraded hardware and software and services. In turn, original equipment manufacturers (OEMs) and hosting pro...

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25 Jul 2014  |  North America

Enabling Productive Human Capital

New Methods and Tools Help Companies Cope With Changing Workforces, Work Environments, and Regulations

Human capital management (HCM), encompassing human resources (HR), is evolving. Companies are hiring more workers than they shed as the economy emerges from the downturn. There are changes in demographics, in employee expectations, in how and where work is conducted, and in laws and regulations that impact employee benefits, management, and recru...

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14 Jul 2014  |  North America

Support for a Diverse IT Environment

Evolving IT SupportFrom the Service and Help Desk to Broader IT Management

As more employees work outside of the office, working arrangements are becoming more fluid with improved company IT environments, including IT support (ITS) help desk and service desk sectors. Cloud computing, bring your own technology (BYOT), bring your own application (BYOA), and bring your own device (BYOD), are all joining and replacing on-pre...

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09 Jun 2014  |  North America

Benefits of Refreshing the IVRCustomers Speak Out

Interviewees Indicate that IVR is Not the Main Concern, but One Key Piece of a Bigger Picture

Self-service in customer care is moving to the web and social media as the Millennials take to mobile devices with a do-it-yourself mentality. However, by no means is the phone channel going away. When self-service fails them, customers turn to the contact center, which typically means journeying through that perennial front door, the Interactive...

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08 May 2014  |  North America

Using Social Media in Disaster Planning and Response

Belmar, New Jersey's Experiences during Hurricane Sandy Offers a Successful Example

Users have recognized the value of social media as a vital, reliable, and trustworthy business continuity and disaster recovery (BC/DR) channel. Social media is thus becoming a must have in a smart organizations emergency communications toolbox. Case in point: Belmar, New Jersey, a small, popular seaside community on the Atlantic Ocean, located...

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17 Mar 2014  |  North America

From Mass Marketing to Social Marketing

Social Media Marketing is Evolving to Become a Unique and an Essential Mainstream Marketing Method

Companies have been expanding their marketing strategies from mass marketing to targeted marketing in order to increase response rates and sales. But with customers now in control of their corporate relationships, companies realize that they also have to engage with their clients on a customized basisand forward-thinking organizations are doing th...

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28 Jan 2014  |  North America

Just What the Doctor Ordered

Leveraging the Power of Communications Technology to Improve Healthcare Customer Engagement

Years of focus on healthcare reform coupled with the prolonged economic downturn has put pressure on healthcare organizations to figure out how to make changes with scant resources. However, when it comes to customer engagement within the healthcare space, positive developments are proceeding apace. Not only is the level of service improving stea...

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22 Jan 2014  |  North America

Big Data Applications in the Contact Center: Opportunities and Challenges

Untapped Sources of Data Promise Hyper Intelligence for Customer Service

Big Data, a hot business topic these days, is emphasized on a myriad of web sites of solution providers in the contact center space, claiming the ability to glean customer intelligence and improve the Customer Experience. But what are the realities of this emerging trend? How much is Big Data really being used in the contact center? Is Big Data a...

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08 Jan 2014  |  North America

From IVR to Automated Customer Interaction

Automated Interactive Customer Contact Solutions have a Strong Future if they are Deployed Wisely

Automated interactive self-service solutions have evolved from interactive voice response (IVR) to include automated chat, SMS/text, and virtual agents (VA). Frost & Sullivan categorizes them as 'automated interactive customer contact' (AICC) solutions. But AICC solutions will demonstrate returns on investment to companies only if consumers can eas...

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9 Item(s)