interactive

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By: Interactive Intelligence     Published Date: Jul 20, 2010
Fixing dysfunctional service-related processes requires addressing four general problem areas first. Read how to identify and fix those areas, and service will consistently exceed customer expectations.
Tags : interactive intelligence, customer experience, tco, it management, business process automation, bpa, soa, business process management, customer interaction service, customer relationship management, customer satisfaction, customer service, total cost of ownership, service oriented architecture
     Interactive Intelligence
By: Interactive Intelligence     Published Date: May 07, 2012
IT strategies in insurance have traditionally been driven by business objectives and business strategy. But with technology advancements for mobile solutions, social media, analytics, content management (ECM), and process automation, insurers can now take a conjoinment view to evaluate opportunities and drive differentiation. Read more in this paper from Mark Breading of Strategy Meets Action.
Tags : interactive, technology, ecm, process automation, social and mobile technology, application integration, business analytics, content management system
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Feb 21, 2013
Does a cloud-based contact center make sense for your business? In this white paper, we go over the many questions about a cloud based contact center -- about deployment of cloud centers, the TCO's of owning a cloud based contact center and more.
Tags : cloud, datacenter, contact center, deployment, tco's, enterprise applications, data management
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Feb 21, 2013
Comfort & Security in the Cloud - Read this white paper to learn how communications as a service delivers superior technology stability and resiliency. Learn about the world of the contact center and the technology today that offers richness and more
Tags : comfort and security in the cloud, white papers, learn communications, call centers, caas. communications as service, interactive intelligence, enterprise applications
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Feb 21, 2013
This two part paper is a review of a remote agent case study. This first part looks at the issues faced and the benefits received from the people side of the project: How the agents and management of a remote solution can positively affect customers.
Tags : case study review, customer service metrics, interactive intelligence, remote solutions, knowledge management, enterprise applications, data management
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Feb 21, 2013
The modern contact center is a company's primary resource for delivering a differentiated customer experience and driving efficient and cost-effective customer satisfaction. Top tier contact centers make regular investments in advanced technologies.
Tags : implementing skills, routing, interactive intelligence, enterprise applications, data management
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Feb 21, 2013
Home working is among the top three strategic priorities for many Fortune 500 companies. The home working business model continues to accelerate in customer contacts, mid and back office functions as well as across the enterprise.
Tags : next generation, home agent series, fortune 500, interactive intelligence, business case for home working, back office functions, it management, enterprise applications, data management
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Feb 21, 2013
The economic pressures of the last three years have forced businesses to focus on cost reduction, often ahead of everything else. At the onset, the belt-tightening in the customer contact organization was viewed as temporary. Read on for more.
Tags : home agent series, leveraging technologies, remote agents, interactive intelligence, enterprise applications, data management
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Feb 26, 2013
Read this white paper, from Interactive Intelligence, on transforming a measurement program into a meaningful program. Follow these eight steps outlined in the white paper to truly create a meaningful measurement program.
Tags : transforming measurement programs, customer feedback, surveys, metrics, integrating scores, business metrics, enterprise applications, data management
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Feb 26, 2013
In today's regulations and risk management, business has become increasingly complex, and penalties are growing. Managing risk must therefore include monitoring the actions of your entire organization and more. Read on to learn more about compliance.
Tags : quality management, regulatory compliance, risk management, complex risk, monitoring actions, data management
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Feb 26, 2013
What happens when customer experiences go terribly wrong? In this white paper, we look at real world examples of customer experiences going terribly wrong from different points of view -- from consumers and carriers.
Tags : transforming customer experience, interactive intelligence, business process automation, different points of views, customer examples
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Feb 26, 2013
Traditional advice for developing IT strategies in insurance is to use business objectives and business strategy to drive the IT plan. In this white paper, learn about extending contact center capabilities across the insurance enterprise.
Tags : contact center capabilities, insurance enterprise, next generation technology, integration, it plan, it strategy, enterprise applications
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Feb 26, 2013
Insurers are renewing their focus on top line growth-seeking ways to increase premium volumes while at the same time improving profitability. Properly interacting with customers creates revenue on all ends. Read on to learn about key user interaction
Tags : integrated content, communications, key business issues, points of contact, upselling, account management, client services, knowledge management, enterprise applications
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Feb 26, 2013
Utility outages are inevitable. How utilities communicate with the customers who are personally impacted by the outage has the potential to be a relatively positive or an incredibly negative experience. Learn about customer communications via social.
Tags : utlity outages, communications, social, best practices, negative experiences, interactive intelligence, knowledge management, enterprise applications
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Feb 27, 2013
This paper examines 3 major elements of WFO: Analytics, Quality Management and Workforce Management, and discusses how and where to incorporate them into your strategic plan.
Tags : workforce optimization, customer satisfaction, loyalty, competitve advantage, hiring plan, interactive intelligence
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Feb 27, 2013
In this white paper, learn about the advances in decision techniques that are at the center of contact center enterprise analytics. Learn how computers shouldn't replace people as decision makers, rather, aid us in decisions that are hard to make.
Tags : contact center, enterprise, analytics, advances in decision technologies, decision makers, strategies in decision cycles, computers ai, knowledge management
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Feb 27, 2013
Leading contact centers are moving towards flexible plans to improve contact center performance. In times of significant business change, the financial plan and, for contact centers, the operational plan needs to also change and be flexible.
Tags : contact ceter planning, agility is key, adaptive, changing, interactive intelligence, early planning, adaptive planning, enterprise applications
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Feb 27, 2013
Contact centers are obviously human-powered operations, and nothing is more core to the proper function of the operation than determining how many center agents are needed for a certain volume of contracts and more. Find hidden costs by reading more.
Tags : cost hidden, contact center plans, cutting costs, interactive intelligence, organization, contact center, knowledge management
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Feb 27, 2013
Improve your customer strategy with workforce optimization by reading this white paper -- learn through 10 key questions in which you can find all the answers you need on improving your customer strategy.
Tags : improving customer strategy, interactive intelligence, optimization, 10 key questions, benefits, customer strategy, knowledge management, data management
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Feb 27, 2013
Workforce management is more than just software, It requires a large amount of process definition and organizational consideration. These considerations are critical to the success of any workforce management program -- read on to learn more!
Tags : workforce management, more than just software, interactive intelligence, organizational consideration
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Feb 28, 2013
Representatives from the debt collection industry make billions of contacts with consumers on behalf of creditors every year. With compliance being necessary -- this paper will explore critical sites of outbound calling compliance.
Tags : outbound calling, calling compliance, fdcpa, debt collection industry, compliance tips and suggestions, hot button issues, interactive intelligence, knowledge management, enterprise applications
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Feb 28, 2013
Driving to one percent - In this series, we view this phenomenon from a business perspective and how seemingly minor additions, deletions, or shifts can reap substantive results.
Tags : driving to one percent, call analysis, answering machine detection, interactive intelligence, fdcpa compliance, knowledge management, enterprise applications
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Feb 28, 2013
In this white paper series, on TCPA, from ARM.com, Latitude Software, and Interactive Intelligence, we asked collection industry attorneys David Kaminski and Anita Tolani to weight in on different aspects of technology for TCPA compliance.
Tags : tcpa compliance, telephone consumer protection act, compliance, interactive intelligence, knowledge management, enterprise applications
     Interactive Intelligence
By: Interactive Intelligence     Published Date: Feb 28, 2013
Are your collectors FDCPA-compliant when they're on the phone with consumers? There are many options available to call centers and collection agencies. In this white paper, we get through the thoughts and opinions and various voices in the industry.
Tags : better hiring, better work environment, better quality management, fdcpa compliancy, better hiring, better quality management, knowledge management, enterprise applications
     Interactive Intelligence
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