Free Magazine – eMagazine – eZine – Newsletter

As The Leading Business Publication for Nonprofit Management, The NonProfit Times , published 22 times a year, will provide you with hard hitting, and useful information on the business of managing your nonprofit organization. Request Free!

Agent attrition costs more than most call center executives realize. Every 10 percent of attrition has been shown to lead to one percent of customer churn. Research was conducted to uncover the “hidden” costs that help make up the true cost of attrition. Read this paper to explore these hidden costs and discover how to minimize the effect of attrition on your business. Request Free!

Although call center environments vary, most executives share two common goals for improving the frontline: to do things better, and to do them cheaper. In response to this overwhelming demand to do more with less, one of the most common solutions to “cheaper” has been to cut labor costs through labor arbitrage or multi-sourcing. But many executives have discovered after the fact that “cheaper” came at the expense of “better,” taking with it quality, and consequently, customer loyalty. To discover if it is possible to achieve the seemingly opposed goals of lower costs and consistent, quality service while multi-sourcing, inContact conducted a series of executive interviews. They asked what everyone wants to know, “Can it really be done? And, if so, how?” Read the result of this three month benchmarking study on multi-sourcing to uncover what leading organizations are doing to create a consistent level of service across all agent segments. Request Free!

More than ever, contact center solutions delivered via the SaaS model continue to offer an attractive and cost-effective alternative to premise-based solutions. This paper is written for contact center executives, managers and decision makers who are evaluating or have chosen the on-demand platform as a viable replacement for premise-based infrastructure. This white paper takes a detailed look at the industry trends, the value proposition for on-demand contact center technology, linkages between functions, key tools, technologies and current agent optimization practices. Written By: Frost & Sullivan; Sponsored by: inContact Request Free!

Register now for FREE access to the Focus Call Center Buyer’s Guide for a comprehensive review of how to select the right VoIP Call Center solution for your business along with 14 critical questions to ask before you buy. Also get the FREE Focus Call Center Comparison Guide which delivers unbiased reviews of the top vendors in the market and compares their offerings, from product features to quality monitoring and outbound campaign management. Review these areas: Select the VoIP call center that’s right for your business Pros and cons of on-premise solutions versus hosted (outsourced) 14 critical questions to ask before you buy Request Free!

Every issue is loaded with the latest industry trends and Dell Solutions and products geared to your needs. Sign up today for Dell email updates! Request Free!