White Papers
Transform the Customer Experience with a Multichannel Strategy
Consumers use multiple channels to do business with your company, and for many companies, those channels are loosely integrated at best. But if you have a multichannel strategy, you can take differentiate your brand, enhance the customer experience and improve operational efficiency.
Mobile Strategy Insights for the Contact Center
With more than one billion smartphones anticipated to be in use by 2013, contact center managers everywhere are examining how to leverage the capabilities and manage the challenges presented by a mobile handset that can do just about anything that can be done on a desktop computer. The smartphone tsunami, or mobile customer relationship management (CRM) convergence, calls for smart, sophisticated contact center solutions. What's your mobile strategy?
The Market for Contact Center Queuing Solutions
Your competition doesn't have hold time, so why do you? Find out now why Ovum says virtual queuing eliminates hold time while allowing companies to differentiate via customer service. Ovum's comprehensive report explains why virtual queuing is must-have technology for today's contact center.
Tips for Choosing Contact Center Solutions
How to Find and Solve the Problem of Extended Hold Time
Why Your Customers Should Never Have to Wait on Hold Again
When a technology delights customers and pays its way in cost-savings, you can bet its time has come. In customer relationship management (CRM), that technology is virtual queuing.
Best-of-Breed vs. All-in-One Solutions
An 80/20 strategy is the best of both worlds.
Virtual Queuing and Voice Biometrics
A virtual queuing system educates and empowers customers with respectful options for managing wait time. Rather than wait on hold, the system can put a virtual placeholder into the queue to save your place in line and call you back when it is your turn, in the time promised. Before entering the virtual queue, customers are routed through an IVR where they are authenticated and receive self-service options.
Consolidating Network Infrastructure Resources in Contact Centers
This white paper is designed to assist IT professionals in contact centers moving from premise-based to enterprise-based solutions; this includes ways to find the right combination of consolidation technologies.
Skills-Based Routing and Virtual Queuing: Using Complementary Technologies to Increase Service Levels
This white paper proposes a solution to a common contact center problem: trying to manage queues to maintain performance metrics and achieve customer loyalty initiatives, while at the same time trying to control the costs of hiring and training specialists.
The Total Economic Impact™ of Virtual Hold's Virtual Queuing Solutions
Commissioned study conducted by Forrester Consulting
The Importance of Queue Management Strategies
Overview of how a queue management solution like Virtual Hold can efficiently resolve the problems that notoriously plague contact centers.
The Queuing Quandary
Queues are part of every contact center. This paper outlines some of the methodologies for handling queues efficiently.
Queues are part of every contact center. This paper outlines some of the methodologies for handling queues efficiently.
