Eventus has worked with multiple Fortune 500 class organizations on shared service deployments of cloud-based CRM platforms. This whitepaper summarizes five key factors to consider before embarking on a modern CRM shared services initiative.
Eventus has joined forces with Irrevo to create a comprehensive, step-by-step manual to help you navigate the complex, and often stressful, transition to a new knowledge management platform. To give you the necessary detail, we have created three papers devoted to each of the major stages.
It's becoming quite clear that self-service, which has been a focus of attention for decades, will be the primary way that customer support is delivered in the coming years. Is your organization ready for the future state?
Implemented correctly, home agent contact centers dramatically improve upon every key factor in the contact center equation: workforce quality, business continuity, staffing efficiency, cost and most importantly, customer engagement.
Handling such high volumes of home agent applicants poses a challenge. How do you interact with so many candidates? How do you automate the qualification process? And what's the best way to move new hires through onboarding & training when you never see them face to face?
Technology is the foundation of the home agent contact center, so the tools you choose can make or break the success of your operation. This whitepaper will give you a better understanding of the technical considerations for monitoring, supporting and securing the home agent environment.
What does Apple have to do with 311? What about Zappos? The answer is - more than you might think! These companies have been delivering such fantastic customer experiences that they have “raised the bar” on consumer expectations for what constitutes good service in all segments of the economy.
In today’s Age of the Customer business environment, many contact centers are looking for ways to improve service levels - often with little or no budget increase. Sound familiar? Given this challenging environment, should outsourcing be part of your strategy?
To achieve specific customer experience goals, there are many variables that need to be investigated, then carefully calibrated. One could think of these as levers of a contact center machine, all of which are closely interdependent. Calibrating one lever can dramatically affect another, find a balance.
In this webinar presented by the immixGroup, you will learn how Eventus Solutions Group is working with Siebel users to modernize their CRM implementations by incorporating elements of Oracle Service Cloud (OSvC) into a hybrid Siebel-OSvC architecture.
Managing Director, Craig Tobin stars in this Oracle webinar hosted by Eventus friend and partner Spencer Stern covering the multiple benefits government organizations can receive by moving their contact center operations to applications running on a cloud infrastructure
This joint webinar with our partners at the Immix Group features Mike Donaldson and Steve Werner and reviews subjects such as the need for ongoing applicaiton support for cloud-based CRM systems and reasons why this need is often overlooked.
This case study illustrates how Eventus was able to work with a State Health Benefit Exchange to not only successfully bring the exchange live on time and on budget, but also to leave it with a next-generation contact center that will save millions of dollars annually for years to come.