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Contact Centres Services White Papers (View All Report Types)
The Virtual Contact Center: Selection, Design, and Implementation
sponsored by Genesys
WHITE PAPER: Uncover an overview of VCCs, their strategic benefits, and examples of companies who have made the move and reaped benefits. Learn key areas of improvement and capabilities you need to get started on your VCC journey.
Posted: 13 Oct 2016 | Published: 13 Oct 2016


The Essential Guide to Contact Center Modernization
sponsored by Genesys
WHITE PAPER: Modernizing your contact center is a layered and evaluative process. Learn now about ways to add new channels, integrate them, and find consistent vendors and solutions designed to enhance the customer experience.
Posted: 14 Oct 2016 | Published: 14 Oct 2016


Five Simple Strategies to Make Your Contact Center a Success
sponsored by Genesys
WHITE PAPER: Discover ways to help agents provide quality support at low costs by supplementing with self-service automation, moving to the cloud, making customer data readily available, and more.
Posted: 12 Oct 2016 | Published: 12 Oct 2016


Contact Centers: Your Roadmap to the Cloud-Based Future
sponsored by Genesys
WHITE PAPER: The scalable, agile nature of the cloud-based contact center means more advances are on the way. Discover trends and examine the outlook for the future of agile agents and contained queries.
Posted: 11 Oct 2016 | Published: 11 Oct 2016


Six Keys to Effective Chat Operations: Insights to Help Improve Your Business
sponsored by [24]7 Customer, Inc.
WHITE PAPER: Today, customers expect highly capable chat, including the ability for it to seamlessly integrate other channels as needed. So getting it getting it right is critical to an effective omnichannel strategy. This paper summarizes common misperceptions about chat, and presents six key insights based on lessons learned.
Posted: 27 Jan 2016 | Published: 31 Dec 2015

[24]7 Customer, Inc.

Five Ways to Optimize Your Customer's Journey through the Contact Center
sponsored by Genesys
WHITE PAPER: In this white paper, discover the five steps you can take to make sure your customer's journey through your contact center is enjoyable from beginning to end.
Posted: 29 May 2015 | Published: 31 Dec 2014


Contact Center Security in the Cloud: Questions to Ask & Answers to Expect
sponsored by LiveOps
WHITE PAPER: Read this white paper to learn what should be addressed when moving your contact center to the cloud including important security risks.
Posted: 31 Oct 2011 | Published: 28 Oct 2011


Three Tips for Measuring Voice in the Sea of Big Data
sponsored by Calabrio, Inc.
WHITE PAPER: This resource explores why the contact center has remained a highly untapped source of customer insight, explains how recent advances are giving organizations the power to analyze voice interactions, and counts down three essential success factors that you should consider.
Posted: 03 Apr 2014 | Published: 03 Apr 2014

Calabrio, Inc.

Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis
sponsored by inContact
WHITE PAPER: Today, the majority of North American contact centers today are supported by premise-based contact center and telephony systems. But there's another money-saving option for contact centers: third-party owned and operated hosted services. Before you decide which model to use, there's another factor you should consider: Total cost of ownership (TCO).
Posted: 06 May 2011 | Published: 06 May 2011


Loss from Legacy Call Center Infrastructure
sponsored by Genesys
WHITE PAPER: Is your legacy call center infrastructure limiting your organization's ability to increase efficiencies, reduce costs, and raise productivity? What's the true cost of a legacy call center? Answer these questions now by consulting this exclusive infographic.
Posted: 04 Sep 2013 | Published: 04 Sep 2013

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