KnowledgeHills Whitepapers
Featured Whitepapers
 The Impact of Technology on Cost in Business Process Outsourcing: Learn how
technology, if chosen and implemented carefully, will have a major impact on driving down these costs, in both the short and long term.
 Executive Insight: Multi-Sourcing
Learn what 22 top executives had to say is the best solution for reducing
costs, maintaining service levels and controlling performance variance to
provide a consistent customer experience every time.
Although call center environments vary, most executives share two common goals for improving the
frontline: to do things better, and to do them cheaper. In response to this
overwhelming demand to do more with less, one of the most common solutions to
"cheaper" has been to cut labor costs through labor arbitrage or multi-sourcing.
But many executives have discovered after the fact that "cheaper" came at the
expense of "better," taking with it quality, and consequently, customer loyalty.
To discover if it is possible to achieve the seemingly opposed goals of lower
costs and consistent, quality service while multi-sourcing, inContact conducted
a series of executive interviews. They asked what everyone wants to know, "Can
it really be done? And, if so, how?" Read the result of this three month
benchmarking study on multi-sourcing to uncover what leading organizations are
doing to create a consistent level of service across all agent segments.
 Drive lifetime customer loyalty and increase value at every customer touch point.
Infor CRM Interaction Advisor creates real-time customer profiles based on historical, personal, and contextual data and then applies a unique combination of real-time analytics and business rules to identify the highest-impact offers at the moment of interaction. View this 5-minute online solution demo and learn how Infor CRM Interaction Advisor can help your organization:
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