Michael DeSalles, Principal analyst with Frost & Sullivan’s contact center team, discusses the challenges and opportunities facing contact centers today.   Whether your contact center is large or small, there is no shortage of technical, human and business issues to contend with.  The most evident challenge in call centers today is one of complexity. From Michael’s vantage point, he thinks the number one challenge is really a very broad opportunity.  Watch this 5 minute video to learn how to leverage this reality to your advantage.

Though savvy businesses have long recognized the power of customer service as a differentiator, more than a few find themselves playing catch-up as its impact as a corporate image-shaper grows. The Internet has been a game-changer for service, providing the platform for customers to trumpet their happiness or discontent to a ready audience. They’re putting providers on notice that they have power beyond their individual spending. Learn how deploying an integrated suite of customer service applications based on a sound multichannel strategy is helping organizations meet these challenges.

What's the difference between ITIL employee support and external customer service support?  And more importantly how do they impact your business.  Learn the differences and common attributes in terminology, workflow, needs and capabilities.

In this economy, customer service can be a key differentiator in whether a company survives or thrives by satisfying, retaining and profiting from loyal customers. Today’s support organizations must design their support strategy with the customer top-of-mind.

Learn how.

More companies are abandoning traditional cost-centric approaches to their service portfolios and are placing strategic revenue and profitability mandates on their service operations. Learn how Best-in Class-Companies are delivering customer service via the contact center and the web by covering all points of attack from the report’s author, Sumair Dutta, Senior Research Analyst - Service Management.

See how FrontRange Customer Service solutions deliver the following  benefits -- track and manage cases, VoIP phone based customer interactions intelligent call routing  and self-service, relationship management including accounts/companies and contacts, opportunity management to enable cross sell, real time role based dashboards, Outlook based activity and email management, ability to forecast/manage revenue, costs and profitability, and easy integration into the existing IT landscape.

The Help Desk Institute and industry analysts has identified self-service as an area of high potential return on investment derived from cost containment controls, efficiency gains and customer satisfaction improvements.  Learn if self-service can make a positive impact on your business.

Improve customer loyalty and increase wallet share with voice-enabled customer service. Learn the advantages of providing a comprehensive customer focus to help you acquire, retain and grow more profitable customers. You will understand more about the benefits of voice-enabled customer service.