Call Center

The Marketer's Big Book of Call Tracking Success Stories

White Paper: DialogTech

Even in today’s digital world, a phone conversation is often the best way to earn a customer’s business and loyalty. It’s why for many businesses, an inbound phone call is the most valuable conversion from their marketing and website. If your business values phone calls, your marketing team should take a data-driven approach to generating more inbound calls, and this eBook can help. It explains how businesses in 25 industries use call tracking solutions to generate more calls and customers from their digital advertising, website, and offline marketing. Call tracking — also known as call analytics, call attribution, and call intelligence — enables businesses to generate better converting calls, decrease their cost per lead, personalize customer experiences, and drive growth. Want to learn marketing strategies to drive calls? Want to understand how marketers are analyzing what happens on calls for insights? Want to prove how your marketing generates calls that convert to customers? This eBook highlights: The importance of phone call conversions to your marketing ROI How marketers in 25 industries use call tracking to drive revenue What questions to ask when evaluating a call tracking solution

Using Gamification to Improve Contact Center Performance

White Paper: CallMiner

Gamification is a fun and growing resource that can be adapted to improve contact center performance and agent engagement. While gamification is flexible, two elements are required to make it successful: clear business goals and accurate metrics. When contact center agents are more engaged at work, enterprises can optimize engagement with customers. This whitepaper provides you insights on how interaction analytics and gamification could help your organization to optimize customer engagements and improve contact center performance. It discusses: How does gamification relate to contact centers? Several avenues to motivate contact center agents How leaders are combining gamification and interaction analytics to get business results Best Practices from the Leaders

Increase Your Per-Agent Debt Collection Revenue By Over 200%

White Paper: Ameyo

Fueled by many reasons, the debt collection industry has been growing and gaining more importance, forcing companies to adapt to this trend. By using a Dialer for handling large volumes of debtors, companies can increase productivity and minimize the number of interactions to reach the right party. This whitepaper on “Increase your per-agent debt collection revenue by over 200%,” provides insights on how contact center technology and intelligent strategies can help collection agents to improve their debt collection rates. It highlights: Benefits of Automated Dialing System over Manual Dialing System for debt recovery scenario Metrics that are responsible in affecting productivity in debt collection agencies Personalized approach to debt collection services Automation to handle large volumes of debtors, companies can increase productivity and by minimizing the number of interactions to reach the right party, they can improve the efficiency.

The Executive Guide to Improving 6 Call Center Metrics

White Paper: Fonolo

For executives, measuring and improving call center metrics can be a pain point. Your call center operates in a stressful environment where good quality call center performance metrics lead to a higher standard of customer service. In this white paper on “The Executive Guide to Improving 6 Call Center Metrics,” you'll find how to improve 6 key call center metrics for better performance and future success. Customer Satisfaction (C-Sat): To keep service costs low, while maintaining high caller satisfaction Service Level: what your call center can reasonably achieve First-Call Resolution (FCR): Focus on three areas- people, process, and product to improve the call center metrics Average Handle Time (AHT): 5 methods to help your call center improve AHT This white paper guide includes information on how strategic and tactical teams should work together on call center metrics reporting and its best practices.

Cloud Call Center Defined

White Paper: EVOLVE IP

Call centers of all sizes and types are moving their call centers to the "cloud". In fact, many industry analysts predict that over 70 percent of call centers will use a hosted platform by 2014. Call center solutions are not a new business. For decades, call center executives have increased the productivity of their staff and ensured the call 'gets answered' with widely-supported, fully featured, equipment and software, such as phone systems, ACDs, reporting solutions, workforce management platforms and recording devices. When evaluating a new call center solution, agents and, more importantly, front-line supervisors are rightly focused on features that make their jobs easier or their time more efficient. However, the feature differences between most modern call center solutions are not significant. What is most important is if the solution can reliably route a call to the appropriate person, and the business can report on the activity to make staffing decisions. Business and customer service executives, are moving to the cloud not because of features, but for the inherent benefits of a cloud-based solution.