interactive

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Published 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.
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utlity outages, communications, social, best practices, negative experiences, interactive intelligence, social media, crm & customer care
    
Interactive Intelligence
Published 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.
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workforce optimization, customer satisfaction, loyalty, competitve advantage, hiring plan, interactive intelligence, crm & customer care, marketing research
    
Interactive Intelligence
Published 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.
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contact center, enterprise, analytics, advances in decision technologies, decision makers, strategies in decision cycles, computers ai, crm & customer care, marketing research
    
Interactive Intelligence
Published 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.
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contact ceter planning, agility is key, adaptive, changing, interactive intelligence, early planning, adaptive planning
    
Interactive Intelligence
Published 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.
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cost hidden, contact center plans, cutting costs, interactive intelligence, organization, contact center, crm & customer care
    
Interactive Intelligence
Published 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.
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improving customer strategy, interactive intelligence, optimization, 10 key questions, benefits, customer strategy, crm & customer care
    
Interactive Intelligence
Published 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!
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workforce management, more than just software, interactive intelligence, organizational consideration, crm & customer care, marketing research
    
Interactive Intelligence
Published 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.
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outbound calling, calling compliance, fdcpa, debt collection industry, compliance tips and suggestions, hot button issues, interactive intelligence
    
Interactive Intelligence
Published 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.
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driving to one percent, call analysis, answering machine detection, interactive intelligence, fdcpa compliance
    
Interactive Intelligence
Published 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.
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tcpa compliance, telephone consumer protection act, compliance, interactive intelligence
    
Interactive Intelligence
Published 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.
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better hiring, better work environment, better quality management, fdcpa compliancy, better hiring, better quality management
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 28, 2013
In an effort to help receivables management companies achieve compliance with federal and state laws and regulations, Interactive Intelligence queried a group of ten ARM industry professionals about the future trajectory of compliance issues in 2012.
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debt collection, compliance, 2012, interactive intelligence, debt collection compliance, arm, interactive intelligence
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Feb 28, 2013
Why industry best call analysis matters -- Case studies highlighting the latest disruptive technology for the collections and telemarketing industries from Interactive Intelligence.
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business as usual, how much is it costing you, telemarketing industries, interactive intelligence, case studies
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Sep 11, 2013
The customer service contact center thrives on performance metrics. These metrics provide operational insight into the efficiency of the customer service process, including how effectively customer service representatives are performing their duties — as well as how well customers are being served. Many performance metrics are as old as the contact center industry itself and are still in widespread use today. The purpose of this paper is not to disparage existing contact center performance metrics or to suggest that these metrics no longer matter. The authors acknowledge that the metrics that matter to the reader’s contact center are the ones that make sense in that particular situation. Rather, this paper explores some of the emerging metrics that specifically acknowledge and address the changing attitudes, objectives and definition of the contemporary contact center.
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contact center metrics, interactive intelligence, contact centers, industry, representatives, performance metrics, customers, customer service process
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Sep 11, 2013
Cloud communications provide myriad benefits for organizations, including speed of deployment, the ability to future-proof infrastructure and applications, business continuity, predictable monthly payments, and many more. Most organizations turn to the cloud in order to cost-effectively access enhanced capabilities while eliminating the complexity of deploying and managing premises-based solutions. Cloud-based contact center solutions offer additional benefits, notably the ease of adding or removing agents as needed based on fluctuating or seasonal traffic, ease of deploying remote or at-home agents, and ease of adding multi-channel services.
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interactive intelligence, contact centers, organizations, deployment, cloud, solutions, seasonal traffic, infrastructure
    
Interactive Intelligence
Published By: Interactive Intelligence     Published Date: Sep 11, 2013
Contact centers have long played a vital role in the insurance industry. Prospects and customers use them to get product information and quotes and then submit applications. Insurance agents and advisors rely on contact centers to tap into expertise and handle business and technical issues. Policyholders and members make inquiries or changes to their policies, or conduct financial transactions. Claimants call in to report accidents and check on the status of their claims. The list could go on, but the meaning is clear. Contact centers are major contributors to many key parts of the insurance business, especially the parts that require direct interaction with customers or agents. As a result, contact centers now play a critical role in an insurer’s journey toward becoming more customer-centric.
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interactive intelligence, contact centers, insurance industry, prospects, customers, product information, quotes, members, handling business
    
Interactive Intelligence
Published By: Clarus Systems     Published Date: Mar 18, 2008
Accessible through a web-based, interactive dashboard, the latest version of the ClarusIPC Plus+ solution integrates performance management capabilities that create real-world "What-if" scenarios to predict capacity issues before they have a chance to impact end users. By monitoring KPI's such as server health, gateway capacity, media resources and device registration, you consistently maintain the ability to estimate future bandwidth needs.
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itil, clarus systems, ipt, ip telephony, unified communications, cisco, callmanager, best practices, voice engineering, pdioo, strategies, deployment, operations, day 1, day 2, clarusipc, automated testing, business intelligence, performance management, configuration management
    
Clarus Systems
Published By: Concentra     Published Date: Mar 31, 2008
There is a lot of interest at the moment in Web 2.0, a catch-all term for ways of making websites much more dynamic and socially interactive. What is a pity is that all the jargon about mash-ups and social media might suggest opening up your online presence this way will require lots of investment in arcane or unproven technology.
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concentra, sharepoint, intranet, 2.0, collaboration
    
Concentra
Published By: ValueClick Media     Published Date: Sep 24, 2008
Based on a study conducted by ValueClick Media and interactive agency Goodway 2.0, this white paper evaluates networks as an alternative to advertising on automotive information sites. The study, which includes campaign data from Chevrolet, Dodge, Honda, Hyundai and Lincoln Mercury, concludes that running ads on a large number of sites and allowing optimization technology to determine those which are most effective will lead to better results than presupposing what sites or channels will perform.
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automotive, chevrolet, dodge, honda, hyundai, lincoln mercury, advertising alternative, optimization technology, valueclick media, goodway 2.0
    
ValueClick Media
Published By: Godfrey     Published Date: Oct 02, 2008
Branding has always been about much more than logos and graphics. It comprises the total experience customers and prospects have with your company. By adding newer, richer choices, today’s new communications technologies – everything from blogs and podcasts to wikis and mobile – are changing the fundamental basis of business-to-business marketing. Almost daily. While some are saying that branding is no longer relevant in that increasingly fragmented media world, we believe branding actually is more important than ever. In fact, it’s critical to your success.
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godfrey, b-to-b branding, business-to-business branding, b-to-b branding in web 2.0, b-to-b interactive media, brand guardians, brand ambassadors, media proliferation, brand fragmentation, business-to-business marketing
    
Godfrey
Published By: Godfrey     Published Date: Oct 02, 2008
It’s not unusual for business-to-business companies to cut communications budgets when faced with uncertain times like economic downturns, mergers/acquisitions, reorganization, significant competitive threats, technology changes and the like.And yet, it is precisely these situations in which communications that support the brand are most helpful. If there’s ever a time when you need the strength, continuity, and support of a healthy brand, it’s when there’s uncertainty.
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b-to-b branding, business-to-business branding, b-to-b branding in web 2.0, b-to-b interactive media, brand guardians, brand ambassadors, media proliferation, brand fragmentation, business-to-business marketing
    
Godfrey
Published By: Godfrey     Published Date: Oct 24, 2008
With the constantly-changing media landscape and the growing demand for media communication via 2.0 channels, you need to reconsider both your news and the vendor partners on whom you rely to distribute it. It could mean the difference between a purposeful, engaging and long interactive life for even the "smallest" news item, and a costly yet low-impact news distribution program that saps valuable resources. This white paper tells you some key considerations to help guide your selection process.
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godfrey, white paper, b to b, business to business, 2.0, vendor, analytics, brand management, integrated marketing, wire distribution
    
Godfrey
Published By: HP - Enterprise     Published Date: Jun 05, 2013
It wasn’t long ago that being on the cutting edge of business meant having a website where customers could purchase your products, but that quickly changed. Soon, it wasn’t enough just to have an e-commerce presence; you had to offer an interactive and engaging customer experience (see Web 2.0). Now the standard has shifted once again; in order to truly compete in the modern economy, your business needs to have a mobile storefront on smart phones and tablets. Without this mobile presence, you’ll lose business to competitors who have them. With this new challenge comes high risk as well as great reward. With mobility, the client side of your applications is more important than ever. Instead of accessing your website from the safe confines of work or home, your customers can now perform sensitive transactions anywhere. As a result, mobile applications, and the devices and data they interact with, can now be more easily attacked.
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mobile applications, ecosystem, risk, defense, application, risk
    
HP - Enterprise
Published By: Network Automation     Published Date: Dec 03, 2008
John Graydon Smith joined the museum as President and CEO in the summer of 2006 with the vision of taking an already great institution to the next level. He wanted to bring a new vitality to the museum, and make it an integral part of the community.
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network automation, children's museum, process automation, automate
    
Network Automation
Published By: Neolane, Inc.     Published Date: Sep 23, 2010
In the first instalment of this series, "Fight Marketing Fatigue Now," we discussed the challenge of improving relevancy and the varying degrees of personalization that exist within marketing organizations today. We made the case for a new approach, interactive one-to-one personalization. In this paper, we discuss how to achieve the related benefits including improved customer engagement, increased ROMI and measurable business value.
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neolane, segmentation, romi, emarketing, branding, personalization, sms
    
Neolane, Inc.
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