Call Center - Contact White Papers

Enterprise 2.0 Case Study: Following Zappos

Overview Zappos spends about $300,000 a year on utilizing the various tools of digital communications such blogs, microblogs and streaming video as customer interaction channels. That's a good (though not easy to quantify) investment---considering the online retailer garners $1 billion in annual revenue. But when it comes to customer service the phone still beats the tweet in communicating with customers.

Further White Paper Details
PublisherZDNet File FormatPDF
Date PublishedJune 2009
FormatCase Studies   
Topics

Contact Centres: Optimum service at optimum cost

Getting the balance right between meeting the inbound call expectations of busy customers and optimising telecoms costs is the goal for many ICT managers. Technology now enables far more powerful...

When Green Equals Green: Best Practices for Communications Provider Billing in an Environmentally-Conscious, Multi-channel World

With an increased focus on environmental stewardship, it's not surprising that many communications firms are looking for ways to promote "green" activities within their companies - including customer billing. Invoicing...

Responding quickly to changing markets: Anticipate, Adapt, Excel

Market change is relentless: ever-higher customer expectations, shrinking product life cycles, and new rivals on the scene all accelerate the pace. But small businesses and midsize companies have one distinct...

Clearing the Way for Faster, Smarter Decisions: Instant, Accurate Information Drives Competitive Edge

Decisive actions can elevate your business above the competition and help your company grow and stabilize. But decisive leadership requires accurate, timely, and accessible information, along with the right software...

From Voice over IP to Unified Communications: Simplify System Management

Telephone system manageability depends to a great extent on the underlying architecture of the voice system. Some platforms are extensions of legacy voice switches, others are built on top of...


Quick Sitemap Links: