Resources, Archived Web casts
Please select a Web cast from the list below to read the abstract and to be connected to the program.
- Mix It Up: Strategic Outsourcing of Contact Center Technologies to Improve Customer Service
- Help Yourself: Optimize call center performance with next generation self-service and personalization solutions
Mix It Up: Strategic Outsourcing of Contact Center Technologies to Improve Customer Service
Contact center technologies are changing rapidly and there are more opportunities than ever to offer automated services that increase customer satisfaction. However, the expertise required to fully understand how these technologies translate to better service is becoming more specialized and hard to find. To instantly gain the technologies and expertise they require, many organizations are choosing to outsource their IVR solutions, using either hosted or managed service providers. However, it is not a black or white decision. Strategic decisions related to which services to automate and what functions to outsource can have a significant impact on service levels and your organization's profitability.
In this webcast you will learn:
- How to decide what services to automate
- How to decide what functions to outsource
- How different technologies can impact service levels
- How to evaluate the economic impact of outsourced vs. on-premise solutions
- How to get started
- How to maintain contact quality and branding when outsourcing
Click here to connect to the web cast.
Help Yourself: Optimize call center performance with next generation self-service and personalization solutions
Many call center managers feel like they have their backs to the wall simply trying to contain costs. But you can’t just forget about service improvements. Customer service has become a key strategic differentiator. So how do you meet your cost requirements and still keep up with customers that expect immediate service at ANY time and through ANY channel (mobile phones, email, and Web)?
Leading service organizations are using next-generation self-service and personalization solutions to turn over-worked, reactive call centers into pro-active organizations that not only field customer inquiries, but also build customer loyalty and increase corporate profits.
Attend this interactive session, and help yourself so that you can better help your customers.
In this webcast you will learn to:
- Develop a self-service strategy that helps you satisfy both cost and service objectives
- Reduce call center costs through a combination of self-service and CTI solutions
- Build customer loyalty through outbound marketing programs
- Evaluate possible deployment options for maximum flexibility and success
- Use your call center infrastructure and caller information to increase revenue opportunities
Click here to connect to the web cast.
