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Multi-Contact CRM Strategy

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New technology continues to change the face of modern call centers. One critical new development is the convergence of multi-contact systems onto one single, centrally managed and administered platform. A multiple site platform can help your organization to reduce overall costs, boost revenue, as well as tremendously increase total customer satisfaction.

Until recently, most contact management solutions were still hosted on separate platforms, administered separately, running applications developed and deployed separately, and not sharing information about operations and customer interactions. With continuing research and case studies, these systems have proven to be a much more powerful, efficient and cost-effective solution at winning customer loyalty and generating more significant revenue.

The information below offers a great deal of insight into the complex business intelligence and contact strategies that are required to operate successful call centers. Learn how to utilize the very latest software to maximize the efficiency of your company or organization, as well as develop new ideas to improve your knowledge base, and ultimately build more profitable and long-lasting relationships with your customers.

To view vendors that can provide you with multi contact technologies click here.

Multi-Contact CRM Strategy

  • Three Best Practices for Today’s Profitable Contact Center
    - Presented by Avaya
     Cost vs. revenue? Efficiency vs. effectiveness? Contact centers have always had to balance these apparently opposing forces. In this new era, contact center managers must find approaches that deliver on effectiveness and efficiency simultaneously. The three best practices discussed here are those that Avaya has found can deliver on this promise today.  Read More...
  • Top 10 Best Practices to Deliver Superior Customer Interactions
    - Presented by Cicero, Inc.
     By Neil Crane, Director of Product Strategy

    What employees experience on the inside of your organization directly impacts what customers experience on the outside each time there is an interaction with your company. This white paper addresses the issues associated with improving both the employee and customer experience and presents the best practices recommended by other customer contact professionals.      Read More...
  • Customer Collaboration
    - Presented by Cisco Systems, Inc.
     What will be the next wave of growth in the customer care industry?   Today, we are sitting at the edge of a major transition in the customer care market. The manner in which customers prefer to interact with companies is changing substantially, and businesses of all sizes are challenged with providing customer care in the manner in which customers wish to be served. This provision goes far beyond what many have termed the “multichannel contact center” and into the realm of what Cisco calls Customer Collaboration.  Read this paper to find out about this major transition.  Read More...
  • Maximizing the Savings of Call Center Multi-Sourcing While Protecting Service Levels
    - Presented by Echopass Corporation
     Multi-sourcing is an advantage for call centers—but gains depend on implementation - Many companies are moving to multi-sourcing for call center agents, largely in pursuit of the cost savings that can come from flexibly tapping into a variety of labor pools. The trend is also growing because multi-sourcing enables call center resources to be rapidly scaled in either direction to align with business growth, call volumes and seasonality.  Read More...
  • 5 Web Self-Service Pitfalls
    - Presented by eGain
     This white paper reveals hidden pitfalls in self-service strategy and implementation. Believe the myths discussed in this paper at your peril, they are proven recipes for customer defections and project failure! Based on experience distilled from hundreds of successful web self-service implementations at world-class companies, the paper provides a best-practice approach that can dramatically increase self-service adoption and reduce escalations to assisted service, driving cost savings and customer satisfaction.  Read More...
  • Do More with Less – What Every Contact Center Manager Should Know
    - Presented by eGain
     The new business reality is one of increased competition, informed and demanding customers, commoditization of products and services, and relentless pressure to cut costs. In this environment, customer service is the single biggest differentiator for businesses. In order to create competitive advantage with customer service in a tough economic climate, they need to improve the quality of service but at the same time, control costs. How can they accomplish these conflicting goals?  Read More...
  • Mine the Best White Paper Library: Chat, Self-Service & Social Customer Service MultiContact
    - Presented by eGain
     Chat and Cobrowse Customer Service that Pays Off: 8 Foolproof Steps to Success Chat and cobrowse tools, often referred to as “web collaboration technology,” have unmatched potential for improving customer service and increasing revenues. Savvy businesses in many sectors are using chat and cobrowse tools to attract, win, and keep customers. In this paper, we describe eight somewhat uncommon but foolproof steps to help businesses use chat and cobrowse to maximize the value of interactions in all phases of the customer life cycle.  Read More...
  • Dynamic Customer Value Maximization
    - Presented by eglue Business Technologies
     In today’s competitive age, when customer satisfaction is a key to success, customer interaction must rely on real-time assessment of information and immediate reaction to customer demand. This document will offer you a glimpse of how customer-centric organizations can maximize customer value, enhance customer retention, leverage past investments and deliver fast ROI, by delivering to the customer interaction relevant information and defining the action required to maximize the value of the interaction.  Read More...
  • Best Practices for Transforming Call Centers into Blended Sales/Service Organizations
    - Presented by Enkata
     DMG Consulting predicts that within the next eight to ten years, the majority of today’s service-oriented call centers – whether focused on customer service, field service or technical support – will become revenue-generating profit centers. Call centers that do not make this transition will either be outsourced to an offshore location to dramatically reduce the cost of service, or eliminated altogether and replaced by self-service applications. While this sounds harsh, it is a business reality. Senior executives have a fiduciary responsibility to shareholders and employees to reduce expenses and improve operating margins. They can no longer afford to have their company’s profitability reduced by non-revenue-generating activities, such as customer service.  Read More...
  • Optimizing Customer Service in a Multi-Channel World
    - Presented by Genesys

    Today, many organizations are coming to grips with the realities of the multichannel customer service environment. But while they may be able to support growing numbers of communication options, it’s difficult to gauge the success of multichannel customer engagement—and align customer service results with larger business goals.

    To find out how to overcome these challenges, review Optimizing Customer Service in a Multichannel World. This Ovum white paper, sponsored by Genesys, offers three strategic recommendations for unifying and simplifying customer service operations. In addition, you’ll learn about preferred communication channels, emerging service trends, and the demands of tracking and reporting in a multichannel environment.

      Read More...
  • The Customer-Centric Contact Center -- Creating Lasting Loyalty in a Multichannel Service World
    - Presented by Genesys
     A recent survey found that fewer than 5% of organizations fall into the category of providing “world-class” service, and far too many are substandard.  This white paper features the key tactics and strategies that the best contact centers in the world embrace to ensure that they forever remain close to their customers.  And, how the best contact centers capture and act on invaluable customer data and feedback – information that reveals what’s really happening to the business on a daily basis.  Read More...
  • Multi-Channel Scheduling -Back Office Planning with WFM -
    - Presented by InVision Software
     In this white paper we discuss how workforce management, in a multi-channel environment, requires additional attention and planning methodologies to achieve business goals. The proper balance between demand for service and resources available to provide service requires the WFM planners to properly carry out forecasting and scheduling in a multi-channel environment utilizing tools and methods designed with this emerging environment in mind.  Read More...
  • Connecting with the Next Gen Customer - Evolving Your Contact Center Into an Engagement Center
    - Presented by LiveOps
     In a world where 55% of consumers are willing to recommend a company due to outstanding customer service (more so than product or price), it is imperative that your contact center evolve to respond to the demands of your consumers. Transforming a traditional contact center into a more flexible, scalable and engaging contact center model can improve your customers’ experience. This new eBook, “Connecting with the Next Gen Customer” explains how companies can implement emerging channels to better manage customer service issues.  Read More...
  • Identify Service Issues Fast- Increase Your Customer’s Experience
    - Presented by LiveOps
     To thrive in today's highly competitive business environment, companies need innovative approaches to attract and retain customers. Why? Because customers are more sophisticated and have higher expectations than ever. They always want better products and services. But given how quickly products and services are commoditized today, what truly sets your company apart is customer service. The problem is, too often, companies find out about service problems too late — or they can't make quick changes that get things running smoothly again.  Read More...
  • Multi-Channel Preference Survey for the Banking Industry
    - Presented by Nuance
     This report details the results of a survey that Nuance commissioned to uncover customer channel preferences for an array of banking tasks, including recommendations for optimizing the IVR to both accommodate those preferences and minimize the frustrations associated with today’s multi-channel servicing climate.  Read More...
  • 7 Ways to Out-Service the Competition
    - Presented by RightNow Knowledge Managment
     It's five times more expensive to gain a new customer than keep an existing one. So in a recession especially, it is critical for your business to both retain every customer and maximize their lifetime value. • Companies that increase marketing and customer interaction investments during tough times improve profit margins, sales, and market share over competitors who don't. • Less than half of senior marketers surveyed have insight into customer retention rates, lifetime value, and profitability, yet most believe that the full revenue potential of their current customers is unrealized.  Read More...