Category Archives: Call center and customer support

9 Social Insights that Drive Real Business Results

Most retailers and brands recognize the value of user-generated content and are using the power of social to facilitate transactions on their websites. Many of these same companies, however, are not realizing the most valuable potential of this content: social intelligence. When your customers are discussing specific products (down to […]

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10 Reasons to Consider a Cloud-Based Contact Center Solution

Drive new sales. Improve customer service. Cut costs per call. These are just a few of the reasons companies upgrade their contact center solution. There are many options–from premise-based solutions to cloud-based platforms–and understanding the differences is critical to choosing a solution that can meet today’s needs, and help you […]

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Learn How a Call Center Can Deliver Big Benefits to Small Businesses

Your business’ call center software is a critical purchasing decision. New Prospect Telesales will walk you through everything you need to know before you buy, along with free price quotes. Call Centers – increasingly called “contact centers” as they incorporate inquires from web, email, and fax sources in addition to […]

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Sony’s Premium Customer Support

Learn how Sony delivers a premium product with a premium support experience. As a market leader in consumer electronics, Sony knows that it must deliver service and support that instills trust and confidence in its brand. In this case study, learn how Sony used LogMeIn Rescue to: Increase Customer Satisfaction […]

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The Complete Guide to Lead Nurturing

The Complete Guide to Lead Nurturing Lead nurturing, also called drip marketing, is one of the most powerful and sought-after features of a marketing automation system. With the ability to drive revenue from a database of leads that you’ve already built — with minimal investment on the part of sales […]

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The Top Contact Center Tools and Features

To choose the best contact center application for your business, be sure to evaluate which customer satisfaction attributes, supervisory controls, and call technology options are included and how these play into your business needs. This white paper will help you evaluate these important features and help you to make the […]

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Cloud Software For An Efficient and Organized Call Center

Providing a high level of customer experience without sacrificing efficiency is a top priority for most businesses. Whether you are dealing with consumers or business clients, providing prompt and effective customer service is vital. Enter call center software, which can instantly provide you with the efficiency and organization your business […]

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Why Progressive Businesses Use Cloud-Based Call Center Software

Before the cloud, the call center was all about the hardware. All that changed with cloud-based call center software. No longer are call centers hardware-centric. Capital costs have dropped considerably, and features have multiplied. With cloud call center software, the hardware that does the heavy lifting is located elsewhere and […]

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How to Optimize Your Call Center Software to Optimize KPIs

Knowing these metrics and what they mean for your business can help you redefine and optimize your call center strategy. Whether it’s sales or customer support, call center software is a must for businesses looking to improve the experience they consistently deliver to customers. The data collected by your call […]

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How To Support Your Customers With Twitter

20% of Twitter users are seeking customer support! Learn how to quickly integrate Twitter into your support department and optimize your help desk for social media. Today, customers are engaging with brands through multiple channels including email, voice, online chat, forums, knowledge bases and social networks. In fact, each month […]

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Best Practices for Measuring Help Desk Performance

Learn how to measure and master the performance of your help desk in this free white paper. Managing your company’s customer support should never feel as volatile as predicting the weather. Even if it seems that your customers’ behaviors can change on a moment’s notice (and often times do) there […]

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The 10 Worst Practices for Technical Support and How to Overcome Them

Explore 10 of the “worst practices” that are common to customer support operations, including how these worst practices can creep into your contact center, and new ways in which to deal with them. Most support professionals have seen published best practices for technical support. But often, your service quality, productivity […]

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Improving Customer Support and Help Desk Efficiencies

Read this white paper to understand the problem with relying solely on self-service support and how on-demand remote support delivers immediate ROI benefits to organizations of all sizes and budgets. When today’s businesses run 24/7 on fewer IT dollars, the relentless job of supporting employees, suppliers, business partners, and customers […]

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Closing in on the Communication Gaps – Guide to an Integrated CRM

The cost of acquiring a new customer is much greater than that of selling more to a current customer – so improving customer satisfaction is becoming a #1 priority. This involves sharing information and tasks between all players involved – from sales and marketing to customer support and product engineering. […]

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CRM Technology Briefing Report: Neocase Software for Customer Support

Build a knowledge base that can be used for continuous learning and rapid resolution of customer requests. CRM Mastery shows how a solution like Neocase Software can help companies like yours: Increase first call resolution rates Streamline customer service workflow processes (escalation and reassignment) to more rapidly close cases Gain […]

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Contact Center Comparison Chart

Compare top contact center solutions- 2013 edition. Contact centers are a vital component in businesses of every size and industry. Whether a company needs to provide 24/7 technical support for its products or has an inside sales team calling prospects across the globe, advancements in contact center solutions and software […]

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5 Essential Elements to Building A Successful Customer Support Community

A Planning Checklist A successful customer support community doesn’t just benefit your customer service organization, it also gives your customers a platform for sharing product suggestions and feedback.This planning checklist offers an overview of the 5 most important elements to consider when planning a customer support community, including: 1. 90% […]

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