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.
Seapine Software Added to VHT Environment to Improve QA
This white paper is from Seapine Software and reviews the installation of Seapine at VHT.
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.
Purdue University Case Study showing the effects of Virtual Hold:
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