All resources sponsored by:

Genesys

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SaskTel Improves Sales Processes and Service Delivery with Workload Management
sponsored by Genesys
CASE STUDY:Find out how telecommunications company SaskTel implemented workload management technology to optimize sales processes and boost customer experiences across their services.
Posted: 21 Nov 2017 | Published: 21 Nov 2017
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Workload Management: Meet SLA Commitments and Increase Workforce Efficiency
sponsored by Genesys
WHITE PAPER:Find out how to deliver a better customer experience and build your competitive advantage by implementing workload management that enables you to expose inefficiencies in your workflows, meet SLA commitments, and increase employee engagement.
Posted: 21 Nov 2017 | Published: 21 Nov 2017
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Business Optimization with Workload Management
sponsored by Genesys
RESOURCE:This paper explores how 12 companies (including T-Mobile Czech Republic and New Zealand Ministry of Justice) are using workload management tools to boost contact center performance, increase sales productivity and effectiveness, and more.
Posted: 20 Nov 2017 | Published: 20 Nov 2017
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New Zealand Ministry of Justice Transforms Workload Management
sponsored by Genesys
CASE STUDY:The New Zealand Ministry of Justice Collections found themselves facing a growing backlog of uncollected fines due to inefficient workflows. Learn about the platform they used to effectively manage and monitor workload optimization and reduce their backlog.
Posted: 20 Nov 2017 | Published: 20 Nov 2017
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Building the Business Case for Contact Center Modernization
sponsored by Genesys
WHITE PAPER:Discover how to fund and plan your contact center modernization and learn how to reduce infrastructure costs even as you incorporate new digital channels of interaction to deliver better customer experiences.
Posted: 17 Nov 2017 | Published: 17 Nov 2017
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Optimize Your Workforce for the Omnichannel Revolution
sponsored by Genesys
EBOOK:Explore how to create comprehensive omnichannel workforce planning. Find out how to orchestrate your customers' digital journeys to improve their overall experiences.
Posted: 17 Nov 2017 | Published: 17 Nov 2017
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Planning and Managing Your Omnichannel Contact Center Workforce
sponsored by Genesys
WHITE PAPER:Discover how to enable data integration and workforce planning for omnichannel strategies so that you can interact with consumers effectively across all of the devices and channels they use to engage with your business.
Posted: 16 Nov 2017 | Published: 16 Nov 2017
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Not All Customer Experience Platforms are Created Equal
sponsored by Genesys
EBOOK:Find out how you can execute a comprehensive omnichannel contact center strategy that enables you to manage customer data across channels of engagement and deliver seamless customer experiences.
Posted: 16 Nov 2017 | Published: 16 Nov 2017
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A Look at 5 Contact Center Automation Tools
sponsored by Genesys
EGUIDE:In this expert e-guide, learn about what you need to consider when making contact center purchasing decisions, 5 contact center automation tools to know, and the top 5 benefits of speech analytics.
Posted: 31 Oct 2017 | Published: 27 Oct 2017
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Case Study: Omnilife Increases Sales, Customer Retention and Agent Productivity
sponsored by Genesys
CASE STUDY:In this case study, learn how Omnilife (a dietary supplement distributor) improved their existing customer service strategy, and increased sales across channels within their multi-level marketing model.
Posted: 27 Oct 2017 | Published: 31 Dec 2016
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Increasing Sales with Speech Analytics
sponsored by Genesys
CASE STUDY:This case study explores how Neutron Industries, a cleaning and maintenance solutions provider, automated quality management to improve their agents' skills – enabling them to deliver exceptional service and improve sales.
Posted: 27 Oct 2017 | Published: 27 Oct 2017
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Interaction Analytics Capabilities
sponsored by Genesys
RESOURCE:Learn how to uncover key insights from customer conversations by using the most comprehensive speech and text analytics to maximize business value.
Posted: 24 Oct 2017 | Published: 24 Oct 2017
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Critical Capabilities for Contact Center Infrastructure, Worldwide
sponsored by Genesys
WHITE PAPER:Explore 3 use cases that represent the most common configurations for contact center infrastructure. Plus, find out how to support more engaging, omnichannel customer service and incorporate unified communications and collaboration technology more effectively into your contact center operations.
Posted: 24 Oct 2017 | Published: 22 May 2017
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Mobily Transforms Complaint Handling
sponsored by Genesys
CASE STUDY:This case study explores how Mobily, a telecommunications organization, drove up efficiency by engaging their workforce in the service process. Learn how they saw a 35% increase in their customer satisfaction, a 92% increase in their SLA achievements, and more.
Posted: 24 Oct 2017 | Published: 31 Dec 2016
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Case Study: How Red Hat Software Implemented a CX Platform to Connect Global Support in the Cloud
sponsored by Genesys
CASE STUDY:In this case study, learn how Red Hat Software, a leading global provider of open source software tools, implemented a customer experience platform to improve CX, reduce call times, optimize resources and more.
Posted: 22 Sep 2017 | Published: 22 Sep 2017
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Busting The Top 10 Myths Of Omnichannel Customer Engagement
sponsored by Genesys
WHITE PAPER:Think about the technologies you use for customer engagement—what your customers expect today, and what they'll demand tomorrow. You'll need a platform that meets those demands. Learn why omnichannel customer engagement is your best choice for delivering exceptional CX. Plus, uncover the truth behind 10 common omnichannel myths.
Posted: 21 Sep 2017 | Published: 21 Sep 2017
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5 Tech Trends That Redefine the Customer Experience
sponsored by Genesys
WHITE PAPER:In today's digitally-connected world, customers have access to information across a wide variety of channels – it's up to your organization to stand out from the crowd. Learn 5 major technology trends that are redefining the customer experience, and how you can leverage them in your company.
Posted: 21 Sep 2017 | Published: 21 Sep 2017
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5 Key Features To Look For In A CX Platform
sponsored by Genesys
WHITE PAPER:Many contact center tools today deploy siloed interaction channels, in which each customer interaction is managed in isolation' – this is a poor approach to CX. Explore 5 critical capabilities you'll need in your CX platform to take your customers to the next level of customer engagement.
Posted: 20 Sep 2017 | Published: 20 Sep 2017
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Creating An Omnichannel Experience For Your Customers
sponsored by Genesys
WHITE PAPER:Consumer behavior is rapidly changing in today's always-on digital world ... and according to an Aberdeen Report; companies with an omnichannel program see 25% annual growth in revenue and a lower volume of customer complaints. Learn how to create an omnichannel contact center experience for your customers.
Posted: 19 Sep 2017 | Published: 19 Sep 2017
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Redesigning the Customer Experience Around the Internet of Things
sponsored by Genesys
RESEARCH CONTENT:Your company must make the most of customer insight to optimize business strategies – and using the Internet of Things (IoT) can make a big difference. In this Frost & Sullivan Report, learn how to promote an IoT-centric customer experience and value proposition within your organization.
Posted: 18 Sep 2017 | Published: 18 Sep 2017
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Research Report Findings: Top 10 Current Customer Service Trends
sponsored by Genesys
RESEARCH CONTENT:In the age of the customer, consumers expect easy, effective, deeply personal service, and this is shaping customer service technology priorities. In this Forrester Research report, learn about the top 10 customer service trends to pay attention to in order to deliver customer service excellence.
Posted: 15 Sep 2017 | Published: 27 Jan 2017
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7 Steps for Delivering Next-Generation Digital Customer Service
sponsored by Genesys
WHITE PAPER:According to Altimeter Group, 88% of businesses are currently undergoing a digital transformation, and 42% are investing in new digital channels to more effectively serve clients. That means companies understand the urgent need to create engaging digital experiences. Discover7 steps to delivering next-gen digital customer service.
Posted: 14 Sep 2017 | Published: 14 Sep 2017
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Call Center Vendor Technology: Comparison Report
sponsored by Genesys
RESEARCH CONTENT:Contact center vendors are expanding to deliver omnichannel technology and enhance cloud delivery capabilities. In this vendor comparison report, learn how to evaluate different vendors' technology offerings, and their ability to deliver in relevant regions worldwide.
Posted: 15 Jun 2017 | Published: 17 May 2016
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Analyst Webinar: Is Your Contact Center an Asset or Road Block to Digital Transformation?
sponsored by Genesys
WEBCAST:Join Art Schoeller, Vice President and Principal Analyst at Forrester Research, to learn how to determine if your contact center is strategic or hindering to your enterprise's digital transformation journey.
Posted: 25 Aug 2017 | Premiered: Aug 22, 2017, 01:00 EDT (05:00 GMT)
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Detangle the Agent Desktop Disaster Empower Your Team to Deliver a Seamless Customer Experience
sponsored by Genesys
VIRTUAL ENVIRONMENT:Here's the truth: Your desktops are inhibiting your employees and hurting your customer relations. Watch this webcast to learn how to optimize your desktops, improve customer relations, and how to better manage customer data.
Posted: 05 Jun 2017 | Premiered: 02 Jun 2017
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