All resources sponsored by:

Genesys

1 - 25 of 66 Matches
5 Steps to Building a Customer Experience Driven Contact Center
sponsored by Genesys
WHITE PAPER:Download this eBook to learn how to orchestrate service delivery for important customer journeys, how you can empower agents with a 360 degree view of the customer across multiple channels, and find a simple and cost-effective route to delivering effortless omnichannel customer experiences.
Posted: 12 Nov 2014 | Published: 12 Nov 2014
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5 Tips to Immediately Improve Customer Service KPIs
sponsored by Genesys
WHITE PAPER:Download this tip sheet and see 5 things you can do now to improve efficiency, reduce response times and increase sales conversions for your contact center.
Posted: 04 Nov 2014 | Published: 04 Nov 2014
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How Workforce Optimization Improves Contact Center Performance
sponsored by Genesys
WHITE PAPER:A Gartner report affirms the tangible changes in the contact center environment and stresses the inevitable overlap between the previously independent contact center infrastructure (CCI) market and the contact center workforce optimization (WFO) market.
Posted: 30 Oct 2014 | Published: 30 Oct 2014
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How to Improve Call Center Service and Keep Costs Down
sponsored by Genesys
WHITE PAPER:A modern Workforce Management (WFM) solution enables organizations to better manage the customer journey across touchpoints, resulting in better customer experiences along the way.Download this tip sheet to learn how a WFM solution can support your cross-channel customer experiences while meeting SLAs and managing operating costs.
Posted: 29 Oct 2014 | Published: 29 Oct 2014
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How Analytics Can Improve the Customer Experience
sponsored by Genesys
WHITE PAPER:Gain insight into today's multi-channel customer environment, including how to analyze customer conversations across both voice and text-based channels.
Posted: 28 Oct 2014 | Published: 28 Oct 2014
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How to Design, Implement, and Optimize End-to-End Customer Journeys
sponsored by Genesys
ANALYST REPORT:Customer Experience and eBusiness executives must shift their approach from optimizing individual touchpoints to identifying high-value cross-touchpoint tasks -- and then designing touchpoints that support those tasks, rather than acting in isolation. Read this Forrester report to learn the 3 rules of implementing cross-touchpoint experiences.
Posted: 27 Oct 2014 | Published: 27 Oct 2014
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The Hidden Secret to Great Customer Experience
sponsored by Genesys
WHITE PAPER:This white paper shows you how to turn these touchpoints, which too often negatively impact CX, into your competitive advantage. Learn the secrets of managing the entire customer journey and you'll be able to increase efficiency and boost your customer scores.
Posted: 27 Oct 2014 | Published: 27 Oct 2014
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3 Benefits of Focusing on Customer Experience
sponsored by Genesys
WHITE PAPER:This white paper discusses: Benefits of focusing on customer experience and customer journey, how you can overcome roadblocks to delivering great CX, and keys to success.
Posted: 27 Oct 2014 | Published: 27 Oct 2014
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Improving Customer Experience with Speech Analytics
sponsored by Genesys
WHITE PAPER:Download this analyst report, from DMG Consulting LLC, to get the answers to the tough questions and learn to engineer better CX with analytics.
Posted: 09 Oct 2014 | Published: 09 Oct 2014
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Case Study: Healthcare Agency Increases Performance, Revenue with Analytics
sponsored by Genesys
CASE STUDY:Healthcare Revenue Recovery Group (HRRG), one of the largest suppliers of outsourced healthcare professional staffing, needed a more cost-effective systematic way to monitor and assess agent performance. View this case study now to discover what systems HRRG implemented to maximize their contact center efficiency.
Posted: 09 Oct 2014 | Published: 09 Oct 2014
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Case Study: How Swedbank Improved Customer Service with Workforce Optimization
sponsored by Genesys
CASE STUDY:As Sweden's biggest bank, Swedbank stays out in front by responding smartly to changing consumer lifestyles. Download this success story to learn how Swedbank leverage a Workforce Optimization solution to meet demands.
Posted: 08 Oct 2014 | Published: 08 Oct 2014
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7 Ways to Improve Workforce and Call Center Productivity
sponsored by Genesys
EBOOK:Uncover a complete list of the 7 things you need for a powerful workforce management solution.
Posted: 29 Sep 2014 | Published: 29 Sep 2014
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Measuring Cloud-Based Contact Center Performance
sponsored by Genesys
WHITE PAPER:Cloud deployment has become the preferred method for companies sourcing their CRM and contact center applications for inbound and outbound contact handling. This Market Insight examines the prospects for these applications and discusses when it might be appropriate for contact centers to complete the move into the cloud with hosted APO.
Posted: 17 Sep 2014 | Published: 17 Sep 2014
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Improving Customer Support with a Digital Customer Experience
sponsored by Genesys
WHITE PAPER:As customer experience is being elevated to a top-executive commitment, the customer engagement center/contact center is uniquely positioned to be at the epicenter of the customer experience revolution. Get this research note on Gartner predictions for 2014 and beyond.
Posted: 17 Sep 2014 | Published: 17 Sep 2014
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Advice for Selecting Call Center and IVR Software
sponsored by Genesys
WHITE PAPER:Cloud, omni-channel and mobility are revitalizing the interactive voice response (IVR) market. Leading IVR vendors have offers that can satisfy most requirements. The challenge lies in finding a cost-effective IVR platform that will satisfy your specific requirements for improving customer experience and optimizing new IVR investments.
Posted: 17 Sep 2014 | Published: 17 Sep 2014
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6 Ways Your Workforce Management Can Improve Your Contact Center
sponsored by Genesys
WHITE PAPER:Download this whitepaper to learn six key capabilities that can empower your agents by providing insight into their work schedules while streamlining interactions between managers and supervisors.
Posted: 17 Sep 2014 | Published: 31 Oct 2008
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7 Tips for Modernizing and Simplifying Your Contact Center
sponsored by Genesys
WHITE PAPER:45% of customers reporting that better service options would have made a difference in their decision to switch away from a company. View this whitepaper now to discover 7 top tips on how to modernize, streamline, and simplify your contact center to keep up with customer expectations.
Posted: 16 Sep 2014 | Published: 16 Sep 2014
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3 Common Use Cases for Contact Center Infrastructure
sponsored by Genesys
ANALYST REPORT:Contact center infrastructure evaluations remain technically complex processes. If you are looking to select the contact center platform right for your specific requirements and deliver sustainable competitive customer experiences, this report is a must read.
Posted: 16 Sep 2014 | Published: 16 Sep 2014
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The Latest Contact Center Advancements: Magic Quadrant for Contact Center Infrastructure
sponsored by Genesys
ANALYST REPORT:Gartner recently released the Magic Quadrant for Contact Center Infrastructure 2014, an annual report analyzing the contact center infrastructure vendors. Gartner positions vendors based on Completeness of Vision and Ability to Execute.
Posted: 16 Sep 2014 | Published: 16 Sep 2014
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Cloud-Based Approach to Modernizing Your Contact Center
sponsored by Genesys
WHITE PAPER:Cloud-based solutions can be tightly integrated with other applications, ensuring that all points of contact work together to deliver a truly differentiating customer experience. This whitepaper outlines the benefits of moving to a cloud-based contact center model.
Posted: 16 Sep 2014 | Published: 16 Sep 2014
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Managing a Successful Digital Customer Experience: Managing a Successful Digital Customer Experience
sponsored by Genesys
WHITE PAPER:Get this white paper now and learn how to differentiate digital customer care, vital recommendations for designing your digital customer care strategy, and steps taken by leading-edge organizations to deliver exceptional digital customer experiences.
Posted: 16 Sep 2014 | Published: 31 May 2014
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Maximize Employee Performance to Improve Customer Service Levels
sponsored by Genesys
WHITE PAPER:This free white paper presents how an employee effectiveness model leads to happier employees, more satisfied customers, and a much healthier corporate balance sheet.
Posted: 16 Sep 2014 | Published: 31 Jan 2011
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10 Considerations When Moving Your Contact Center to the Cloud
sponsored by Genesys
EBOOK:As more network centers continue to embrace the cloud, there are plenty of service choices - and they can be tricky to choose from.
Posted: 15 Sep 2014 | Published: 15 Sep 2014
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5 Ways to Enhance Customer Experience Through Mobile Channels
sponsored by Genesys
WHITE PAPER:Uncover the many ways you can enhance customer experience through common interactions involving both existing and planned mobile applications and websites.
Posted: 15 Sep 2014 | Published: 15 Sep 2014
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Using Workforce Analytics to Improve Employee Performance
sponsored by Genesys
WHITE PAPER:Learn about a business management strategy approach that calls for developing analytical models to define and measure individual capabilities relevant to the organization's desired business outcomes.
Posted: 15 Sep 2014 | Published: 31 Dec 2013
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