All resources sponsored by:

Genesys

1 - 25 of 58 Matches
Speech Analytics Product & Market Report Reprint
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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Healthcare Company Maximizes Agent Performance & Revenue with Speech 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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Swedbank Assures Customer Service Level 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 Boost Workforce 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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Cloud-Based Agent Performance Optimization Applications: The Last Great Shift to the Cloud
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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Gartner Report: Predicts 2014: Customer Support and the Engaged Enterprise
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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2014 Gartner MarketScope for IVR Systems and Enterprise Voice Portals
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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Six Essential Capabilities Your Workforce Management Solution Ought to be Delivering
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 Drivers for Buying an Integrated Contact Center Suite
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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Critical Capabilities 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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Analyst Report: 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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Contact Center Modernization: A Cloud-Based Approach Delivers Clear Value for Mid-Size Organizations
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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IDC White Paper: Using Digital Customer Experience for Business Growth and Innovation: Vital recommendations for designing your digital customer care strategy
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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Customer Service in the Digital Workplace - Maximizing Employee Potential with Workforce Optimization
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 in Moving to the Cloud: Is the Cloud Right for Your Contact Center?
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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Top Five Ways to Differentiate Your Mobile Customer Experience
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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Human Capital Asset Management and Workforce Optimization
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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Using Workload Management to Win Customer Loyalty at Stericycle
sponsored by Genesys
WHITE PAPER:Stericycle, a medical waste disposal leader, knew that managing the customer experience was essential to the company's continued growth and success. View this analyst report to find out the solution Stericycle found, and how similar technology can also help your business.
Posted: 12 Sep 2014 | Published: 31 Dec 2013
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Frost & Sullivan Announces 2014 North American Award for Cloud Customer Contact Solutions
sponsored by Genesys
WHITE PAPER:Genesys has acquired assets to bypass the long R&D process required to build from scratch, yet skillfully planned a phased integration to provide customers with cloud functionality they need quickly. Frost & Sullivan is pleased to present Genesys with the 2014 Cloud Contact Center Solutions Company of the Year Award.
Posted: 12 Sep 2014 | Published: 12 Sep 2014
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3 Strategies to Improve the Customer Experience
sponsored by Genesys
EBOOK:Learn about the 3 approaches which can be combined to achieve the level of service your customers demand.
Posted: 12 Sep 2014 | Published: 12 Sep 2014
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5 Simple Steps to Better Back Office Performance
sponsored by Genesys
WHITE PAPER:Streamlining systems that handle customer requests behind the scenes is essential to preserving the client's experience and retaining their business. This informative white paper dives into the world of optimizing company systems to create efficiency in client requests.
Posted: 11 Sep 2014 | Published: 11 Sep 2014
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Key Performance Indicators in Today’s Contact Centers
sponsored by Genesys
ANALYST REPORT:Contact centers are no longer a hub for pumping out quick responses and sales in a record amount of time – they are incubators for a customer's relationship with a company. This analyst report discusses how key performance indicators (KPIs) are evolving.
Posted: 11 Sep 2014 | Published: 11 Sep 2014
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Reducing Customer Effort During Critical Mobile Touchpoints
sponsored by Genesys
EBOOK:Learn about the consequences of providing poor customer service and find out what you can do to steer your business away from that death trap.
Posted: 11 Sep 2014 | Published: 11 Sep 2014
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Multi-Channel Customer Experience: The Next Battleground for Mid-Size Businesses
sponsored by Genesys
WHITE PAPER:This paper will discuss the changing nature of the customer experience; outline the need for and benefits of a multi-channel contact center; highlight the key drivers and challenges companies must consider as they embark on this approach; identify what to look for in a vendor partner; and offer best practices for success.
Posted: 11 Sep 2014 | Published: 11 Sep 2014
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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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