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Rembrandt & MBO, leading corporate finance advisors backed by Rabobank, wanted to give their users the ability to instantly find highly relevant, consolidated customer information — including communication histories, similar and related information. Learn why they turned to Coveo for Salesforce to inject this critical customer- and case-related knowledge from anywhere into their Salesforce UI and how the technology has given them a competitive edge.

The measure of success (or failure) of a contact center is simply the sum of the performances of each of its agents. In order to improve agent performance a contact center must find a way to affect and sustain change in the behavior of every agent, on every call. CallMiner Eureka Speech Analytics gives call centers the complete, consumable picture they need in order to positively and quickly effect change in the performance of their agents – while continuously measuring progress towards their overall goals.

A parable in the information technology industry is that the velocity of technology change enables breakthrough advances every three years. This is now true with the onset of In-Network Analytics. Using the pristine quality of VOC captured directly in the Telco network, the enterprise now has an opportunity to inexpensively and simply make conversational analytics available in real-time from a data source that is native, uncompressed and speaker separated. Whether employing an in-sourced contact center model, utilizing BPO’s for outsourcing or the combination of both, the enterprise will now be conducting VOC analysis from an intelligence layer that is utterly comprehensive and provides complete consistency and transparency.

Resolving a customer’s needs within the first contact is widely accepted as one of the most important measures of success in contact centers today and it has a powerful, positive effect on both financial and performance metrics. Not only does first contact resolution reduce costs and increase service levels by cutting down on the number of customer contacts, it is one of the primary drivers for improved customer satisfaction, increased retention, and higher revenues. According to DMG Consulting, “too many companies struggle to realize the full benefits of their FCR initiatives because they do not know how to convert the findings into action.” This paper will discuss how contact analytics can be used to accurately measure FCR and how those insights can be used to improve business processes.

As companies continue to evolve their Customer Relationship Management (CRM) strategies to attract and maintain customers, the contact center has emerged as an important strategic asset. The agents staffing these centers have a direct impact on customer acquisition and satisfaction. In order to continue providing excellent service, more companies are turning to advanced analytics to ensure that their contact centers are performing at a high level.

In addition, market leaders are using insights from customer interactions to uncover sales, marketing, and operational improvement opportunities that touch every branch of the business. Contact analytics is now being leveraged to provide more than just performance feedback to front line employees; the intelligence mined from customer interactions is driving continuous process improvement throughout the entire organization.

"Honey, we need to talk".

As a customer service executive, how do you get the most out of your contact center outsourcing relationships? Here are a few questions to consider:

- Are your outsourcing relationships structured to create strategic impact beyond cost savings and efficiency improvements?

- Are your service providers expanding their delivery capabilities to collaboratively meet your evolving requirements?

- Do you work collaboratively with your service provider to help grow each other’s business?

Outsourcing as a tactic is much more commonplace today, and there’s a lot of "tuition value" gained from past outsourcing experiences – some positive and some not. Early adopters of outsourcing have already realized most cost savings and process efficiencies. They are now seeking to build partnerships that influence brand perception, maximize value delivered to end-consumers, and contribute to top-line growth.

In order to assist enterprises in maximizing the value from their contact center outsourcing relationships, TELUS International partnered with the Everest Group to create this report. Based on interviews with executives at leading US-based companies, this report:

- Examines 8 key habits of sub-optimal outsourcing relationships

- Outlines a 5-step plan for structuring strategic partnerships

- Provides key recommendations for optimizing your outsourcing portfolio

Biscom's secure file transfer architecture and overview whitepaper describes how secure file transfer provides an easier, more secure and robust method to transfer any size or type of file and to securely collaborate within workgroups. The whitepaper includes sections on:

• Sharing confidential and large files
• Support for web interfaces, mobile devices, and workflows
• Issues with email, FTP, and mobile devices when sending files
• How secure file transfer works
• Secure collaboration
• Architecture, data security, and deployment options
• Virtualization
• Multiple Instances

Amerivest Reality, a full-service brokerage firm, had some shortcomings with its current business phone system. The system was becoming a nightmare to manage and a new solution was needed. This case study explores how RingCentral allowed the firm to go national without the expense of traditional phone systems. Find out how the firm reduced costs by 30% while adding functionality.

The phone allows your business to flourish. It's your lifeline to the outside world and is critical to the image you project to customers. You need to ensure that the system you choose is reliable and adaptable to the changing needs of your growing business. This white paper outlines the 5 most common mistakes people make when selecting a business phone system. Find out how you can avoid making these mistakes.

TRUSTe, a leading online privacy provider, was in the process of moving offices and in search for a hosted phone system. This case study examines how TRUSTe recognized RingCentral's cloud-based business phone system as a top option. Find out how TRUSTe is now able to manage the system from anywhere and is experiencing 50% time savings.

Have you thought about using a cloud-based solution for your business? Many businesses are now choosing cloud-based solutions due to greater flexibility, lower operating costs and ease of implementation. Read on to learn about one management company's move to a cloud-based phone system and the benefits that were gained.

Savvy executives recognize that effectively utilizing their contact center technology and human resources can mean the difference between being a market leader and just being one of the pack. In this paper, The Broadening of Contact Center Horizons, we’ll look at how investing in the right contact center solution can help transform your enterprise and enhance your business outlook.

This paper explores the rapid emergence of M2M technologies, the factors that are driving the rapid adoption of M2M, potential implementation challenges and key considerations, and the key areas in which businesses and organizations can take advantage of M2M to make better and more effective decisions more rapidly.

Call recording and speech analytics applications help businesses gain and maintain an edge by delving deeper into the key challenges faced by contact centers and customer service departments (both in-house and outsourced).
Read how companies can create customizable content searches that automatically monitor audio recordings of conversations and provide access to invaluable information contained within customer interactions. Learn how to use this knowledge to achieve business goals of increased customer satisfaction, added revenue, quality compliance and greater workplace efficiency.

Business owners and managers are realizing that the conversations taking place every day between their employees and customers hold much more valuable information than previously understood, and which traditional call recording alone cannot provide. Read how companies are accessing in-depth business intelligence contained within these daily conversations using advanced, cloud-based call recording and speech analytics technology to gain direct insight into their customers’ experiences to:

1. Improve the customer experience
2. Optimize internal processes
3. Identify cost saving opportunities
4. Collect competitive and market intelligence

There’s certainly value for call and screen capture recordings. Using recordings so contact center agents and their managers can review them for training, improved efficiency, resolving customer issues and documenting legal compliance. But PCI compliance rules make these processes much trickier when credit card numbers are recorded.

Learn more about one solution that meets PCI requirements and still get the business value out of call recordings. Download this supplement from CUSTOMER now.

A social revolution is at hand. But it’s probably not what you’re thinking. What we’re looking at here is an uprising in social media usage. And it’s impacting how customers talk about and want to interact with businesses.

Learn more about how to address the important trends of social and mobile, download this supplement from CUSTOMER now.

How the Service Cloud is changing the game in customer service.

When customer complaints and company responses are publicly visible in social media, every service interaction can influence the overall perception of your brand. That can be problematic, but it’s also a chance to tell the world that you care about your customers.

From the contact center to self-service communities, social media and beyond, Service Cloud is changing the game in customer service.

Social media moves fast. Download “Salesforce Service Cloud Helps Businesses Transform the Customer Experience” to learn how to keep up.

This IBM solution brief shows how IBM Endpoint Manager for Mobile Devices software and IBM Lotus Notes® Traveler integrate to create a unified approach to mobile device and mobile security management.

Mining customer usage data to improve software offerings has long been a practice among ISVs – but doing it in the cloud comes with its own unique challenges. This paper focuses on SaaS growth and the challenges of gathering customer insight. ISVs will learn what data to harvest and analyze to get the best business value for further improving their solutions. In the cloud, usage data is used for business intelligence, but is also vital for supporting business critical processes, such as billing. Therefore, it’s essential that cloud service providers are able to easily track, organize, and report on service usage.