All resources sponsored by:

Genesys

1 - 25 of 38 Matches
Let's Chat: 4 Limitations of Automated Agents in the Contact Center
sponsored by Genesys
EGUIDE:In this e-guide, experts reveal four chatbot challenges. Learn how to overcome each one, so you can focus on driving innovation in the contact center.
Posted: 17 Jan 2017 | Published: 11 Jan 2017
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Gartner Report: Critical Capabilities for Contact Center Infrastructure
sponsored by Genesys
RESEARCH CONTENT:Contact Center Infrastructure (CCI) evaluation is a technically complex process that's further complicated by the different requirements for omnichannel, high availability, and integration as part of a Customer Engagement Center (CEC). Access this report to learn about 9 critical capabilities for evaluating CCI, 3 CCI use cases, and more.
Posted: 13 Jan 2017 | Published: 19 May 2016
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5 Capabilities to Look For in a Customer Experience Platform
sponsored by Genesys
EBOOK:In this e-book, learn 5 key features that you need in your next customer experience platform. Discover the benefits of a single platform for distribution and optimization, SLA adherence across all engagement channels, flexibility for cloud, on-premises or hybrid environments, and more.
Posted: 13 Jan 2017 | Published: 13 Jan 2017
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Manage Your Digital Workforce for Omnichannel Success
sponsored by Genesys
WHITE PAPER:In this white paper, you'll learn how to manage your digital workforce to provide the best omnichannel customer service possible. Discover ways to drive revenue and satisfy customers.
Posted: 09 Dec 2016 | Published: 09 Dec 2016
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Digital Transformation for Midsize Contact Centers
sponsored by Genesys
EBOOK:As a result of digital technologies and e-commerce transformation, an omnichannel customer engagement strategy is necessary for growing contact centers. This e-book examines problems surrounding omnichannel customer engagement and technology traps that midsize contact centers often fall into.
Posted: 09 Dec 2016 | Published: 09 Dec 2016
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7 Steps for Delivering Next-Generation Digital Customer Service
sponsored by Genesys
WHITE PAPER:Explore 7 steps to meet your customers' needs by designing a cross-channel CRM experience that is personalized, context-based, and low effort. Learn the benefits of designing a consistent experience, personalizing that experience with contextual information, employing behavioral analytics, and more.
Posted: 09 Dec 2016 | Published: 09 Dec 2016
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Transforming Customer Experience In The Digital World
sponsored by Genesys
WHITE PAPER:Today, less than 50% of customers are satisfied when switching channels. Learn how to optimize the digital experience in the contact center with a consistent experience for customers.
Posted: 09 Dec 2016 | Published: 09 Dec 2016
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Five Tips for Mastering Digital Customer Service
sponsored by Genesys
WHITE PAPER:As contact center engagement reaches critical mass, customers now expect the same level of service from digital and voice interactions. Discover ways to provide a seamless experience as your audience navigates across multiple channels.
Posted: 10 Jun 2016 | Published: 10 Jun 2016
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Analyst Report: Contact Centers Must Go Digital
sponsored by Genesys
WHITE PAPER:Preferences for customer service channels are layered, and changing across all ages and demographics. Forrester Research analysts take a look at multi-channel customer use, and identify major gaps in contact center technology and operations.
Posted: 10 Jun 2016 | Published: 03 Apr 2015
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10 Trends for AD&D Pros To Deliver Customer Service Excellence
sponsored by Genesys
WHITE PAPER:This report summarizes the top 10 customer service trends for 2016 that application development and delivery (AD&D) pros supporting customer service operations must pay attention to in order to deliver customer service excellence.
Posted: 25 Apr 2016 | Published: 25 Apr 2016
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How to Transform Digital Customer Experiences for the Connected Customer
sponsored by Genesys
WHITE PAPER:In this thought-provoking report, Brian Solis, a digital analyst and futurist, identifies the gaps and closes the loop in digital transformation.
Posted: 03 Apr 2015 | Published: 10 Mar 2015
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Manage Your Contact Center For More Meaningful KPI's
sponsored by Genesys
EGUIDE:In this expert e-guide you'll find some helpful hints as to how you can identify the proper metrics needed to produce meaningful contact center KPI's. In addition, read 7 dos and don'ts of call center management to help you nourish your agent's best CRM practices.
Posted: 06 Oct 2016 | Published: 06 Oct 2016
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Benchmark Your Omnichannel Customer Service Readiness
sponsored by Genesys
WEBCAST:Omnichannel customer service is the new norm in our mobile-first world. This webcast will help you determine where your omnichannel presence stands, where to go, and figure out how much value this adds to your business.
Posted: 22 Aug 2016 | Premiered: Sep 14, 2016
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Why Omnichannel Experience Delivery is a Full Contact Sport
sponsored by Genesys
EGUIDE:Expert consultants and users from eBay and Boingo Wireless discuss contact center technology trends, mistakes, and best practices. Discover ways to upgrade your existing infrastructure to enhance the customer experience and help your company run more efficiently.
Posted: 21 Jun 2016 | Published: 07 Jun 2016
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5 Tips for Building a Business Case for Replacing Your Call Center ACD
sponsored by Genesys
WHITE PAPER:Access this resource to learn 5 expert tips for devising a strategy to gain executive buy-in for the modernization of your contact center with a unified omnichannel infrastructure.
Posted: 18 May 2016 | Published: 18 May 2016
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Revolutionising Contact Centre Quality Management with Speech Analytics
sponsored by Genesys
WHITE PAPER:Call centres traditionally rely on a quality management analyst to listen to, score, and provide feedback to ensure the quality of customer service being delivered. This informative white paper discusses key factors for speech evaluation, providing insights to essential management processes and suggestions for quality management solutions.
Posted: 14 Aug 2014 | Published: 31 Dec 2013
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Four Steps Toward Virtualising Your Contact Centre
sponsored by Genesys
WHITE PAPER:The first step to wowing customers is an organised and efficient contact centre – but how can a business overcome legacy infrastructures to support customers? View this whitepaper now to learn about virtual contact centres, their benefits, and 4 essential steps to streamline your customer experience.
Posted: 13 Aug 2014 | Published: 13 Aug 2014
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Best Practices for Improving Back Office Workforce Efficiency
sponsored by Genesys
WHITE PAPER:70% of customers report that they have ended a relationship due to poor customer service, a statistic that demands companies be at the top of their capabilities. View this in-depth whitepaper to discover an extensive 7 step guide to streamlining workforce efficiency, ultimately keeping customers happy.
Posted: 13 Aug 2014 | Published: 13 Aug 2014
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Transforming Customer Experience in the New Digital World
sponsored by Genesys
WHITE PAPER:This white paper will show you how taking a holistic approach to digital channels in the contact center and beyond and integrating them into your customer experience strategy allows you to transform the end-to-end customer journey and deliver consistent, seamless and personalized experiences across all channels, touchpoints and interactions.
Posted: 01 Jul 2014 | Published: 01 Jul 2014
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How to Meet and Exceed Customer Demands
sponsored by Genesys
WHITE PAPER:Customers expect a great end-to-end experience. Wherever work is accomplished in the enterprise, it's all part of the Customer Service Value Chain. Is your enterprise meeting this expectation? What about in the future?
Posted: 30 Jun 2014 | Published: 26 Jun 2014
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How Cloud-Based Contact Centers Improve Customer Experience
sponsored by Genesys
WHITE PAPER:In a recent survey, 60% of respondents said executives want to differentiate their organization based on customer experience management (CEM). In this technology adoption profile, explore current CEM trends -- including goals, strategies, and challenges -- as well as how to improve customer experience with the right contact center technologies
Posted: 04 Jun 2014 | Published: 31 Mar 2013
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Deploying a Contact Center in the Cloud - A Guide to Best Practices
sponsored by Genesys
WHITE PAPER:To effectively engage with customers across a newly-broadened spectrum of channels, savvy organizations are looking to cloud-based contact centers. In this white paper, discover 10 best practices for deploying and managing cloud-based contact centers that will help you keep costs down, customers happy, and processes efficient.
Posted: 03 Jun 2014 | Published: 31 Jul 2012
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Hosted Contact Center and On-Premises Centers Demystified
sponsored by Genesys
EGUIDE:Choosing between an on-premises or a hosted contact center isn't easy, and unfortunately, this decision is further complicated by misconceptions about the differences between the two and what "hosted" and "on-premises" mean. This expert e-guide aims to clarify those definitions and set straight the misconceptions.
Posted: 24 Mar 2014 | Published: 24 Mar 2014
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Workforce Management Applications: FAQ and Best Practices
sponsored by Genesys
EGUIDE:Workforce management (WFM) applications are among the most important productivity tools in contact centers. In this e-guide, learn how to incorporate WFM software into your broader HR landscape, and how to achieve maximum productivity with WFM.
Posted: 21 Mar 2014 | Published: 21 Mar 2014
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How Leading Companies Provide Great Customer Experience
sponsored by Genesys
WHITE PAPER:Companies across all industries are feeling pressure to improve the customer experience while reducing costs at the same time. However, most are not prepared to cost-effectively provide great, real-time. multi-channel customer experiences, due to outdated technology and processes.
Posted: 14 Mar 2014 | Published: 14 Mar 2014
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