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.
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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.
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Technology Adoption Strategies for All-In-One Contact Center Systems- Interactive Intelligence Report
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 mangers' eyes to possibilities that they might not have considered.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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