"Pre-deployment testing of the contact center"

By: Altivon

It is quite probable, of course, that the phones will not stop ringing altogether. But the contact center that is prepared for such an eventuality will be better positioned to be responsive to customers no matter how they choose to reach out. And after all, aren’t customer satisfaction and retention the mission of the contact center? This whitepaper on “What Will You Do When the Phones Stop Ringing?,” highlights: The Customer Takes Control-Contact centers to focus less on service efficiency (costs) and more on delivering a positive customer experience The Role of Social Media-Social networks and blogs are now the fourth most popular online activity Addressing Non-Voice Media-Contact centers are finding that the fundamentals are the same regardless of media. Right Choice for Your Business-Discover the media preferences and service level expectations

By: Plantronics

In today’s omni-channel world, customer service centers play a vital role in building brands and growing revenues. The outcome of all the customer interactions is the customer experience, and it is this experience that the customer associates with your brand. Organizations need to rebuild around the customer experience and ensure every department understands its role in delivering the best possible service. This whitepaper explores the ways customer service centers can make small, incremental changes to deliver the service quality that customers now demand. It discusses: How do customer service centers that shift to a customer-centric model can maintain the gains? How customer service centers help build the brand in the face of growing customer power, expectations, and scrutiny? Issue of management recognizing the value of customers and CSRs