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ALSO CALLED: Call Centre Services, Call Centers Services, Customer Services Outsourcing, Call Centres Services, Call Center Outsourcing, Customer Care Outsourcing, Customer Service Outsourcing
DEFINITION: This outsourced service focuses on the management and operation of customer care, inbound service and support calls in call centers.
Call Center Services Reports
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Frost & Sullivan—When CRM Meets the Contact Center
sponsored by Genesys
WHITE PAPER: Access this informative white paper to learn more about the benefits of integrating your CRM 360 degree customer records with your contact center to boost customer satisfaction and loyalty.
Posted: 18 May 2016 | Published: 18 May 2016

Genesys

What Happens When a Contact Center's Communication Systems Fail 72 Hours Before Black Friday?
sponsored by IR
CASE STUDY: 72 hours before Black Friday, one organization's critical communication systems began to fail and business continuity systems crashed. Access this case study to find out what happened; why the outages occurred in the first place; and how to prevent a similar catastrophe within your organization.
Posted: 11 May 2016 | Published: 31 Dec 2015

IR

IR Prognosis Case Study: Client Services Center Receives UC&C Revamp
sponsored by IR
CASE STUDY: In this case study, discover how to create a more consumer-friendly collaboration experience with your own world-class contact center system. Read on to enable a complete IP communications view of all components in your contact center environment, while boosting customer satisfaction and achieving SLAs.
Posted: 11 May 2016 | Published: 31 Dec 2015

IR

The Sales Pros Ultimate Guide to Cold Calling
sponsored by Intronis
WHITE PAPER: In this white paper, learn how to warm up to cold calling. Explore the basics, learn how to handle rejections, tap into 6 common cold calling situations, and finally, how to break through to prospects.
Posted: 06 May 2016 | Published: 06 May 2016

Intronis

Global Contact Center Benchmarking Report 2016
sponsored by Dimension Data
WHITE PAPER: Explore this global benchmarking report to uncover trends and statistics for contact centers in 2016, as well as tips on delivering a better customer experience.
Posted: 29 Apr 2016 | Published: 29 Apr 2016

Dimension Data

Modernization in Today's Contact Centers
sponsored by Mitel Networks Limited
EGUIDE: This 3-part essential guide evaluates hosted contact centers, employee social networks, and the viability of SIP and the cloud as potential upgrades so you can proceed confidently when faced with the prospect of modernization.
Posted: 15 Apr 2016 | Published: 08 Apr 2016

Mitel Networks Limited

Case Study Video: Red Funnel
sponsored by Mitel Networks Limited
WEBCAST: In this brief video, learn how Red Funnel adapted to customer desires to communicate with them across social, SMS, and more. Discover the technology they leveraged to get the job done, and the benefits they experienced as a result, including: increased staff productivity, a 16% decrease in customer complaints, and more.
Posted: 13 Apr 2016 | Premiered: Apr 7, 2016

Mitel Networks Limited

Guide to Selecting a Phone System Call Center
sponsored by Mitel Networks Limited
WHITE PAPER: This step-by-step guide can help you select a phone system for your call center. Follow 6 steps to enable enhanced customer satisfaction, improved agent retention, and increased agent productivity.
Posted: 12 Apr 2016 | Published: 31 Dec 2015

Mitel Networks Limited

How to choose the right CRM tools to purchase
sponsored by TechTarget
RESOURCE: A lot rides on choosing the right CRM tools for your organization. Use our exclusive guide to get the right information to assist you in making the best choice when making a buying decision.
Posted: 08 Apr 2016 | Published: 18 Apr 2014

TechTarget

Top 10 Call Center Technology Must Haves
sponsored by TechTarget
RESOURCE: Your input in our call center survey is critical in understanding top of mind challenges in CEM and call center management today. In our expert guide, Top 10 Call Center Technology Must-Haves you will learn how to deliver a great customer experience, create a customer experience strategy, and track the customer experience across all touch points.
Posted: 08 Apr 2016 | Published: 18 Mar 2014

TechTarget

10 Tech Tools to Improve The Customer Experience
sponsored by Mitel Networks Limited
WHITE PAPER: This white paper examines tech tools your contact center can use in order to boost productivity, ensure resiliency, and improve efficiency. Uncover 10 features to add to your contact center strategies.
Posted: 25 Mar 2016 | Published: 31 Dec 2015

Mitel Networks Limited

The Key is Accessibility: Five Ways to Improve Customer Service
sponsored by Mitel Networks Limited
WHITE PAPER: Read this white paper to boost your customer service levels by leveraging the mobility of your agents, as well as your customers. Access this paper to discover 5 ways to improve your customer service availability.
Posted: 14 Mar 2016 | Published: 31 Dec 2014

Mitel Networks Limited

Top 3 Contact Center Challenges Solved in the Cloud
sponsored by Earthlink.
WHITE PAPER: Many organizations are turning to the cloud to solve the top 3 contact center challenges, but is that the best route? Find out in this in-depth white paper how the cloud could be the answer to contact center qualms. Continue reading to examine 8 insider tips for seamlessly moving to the cloud.
Posted: 01 Mar 2016 | Published: 01 Mar 2016

Earthlink.

Contact Center Infrastructure and Software: Vendor Assessment
sponsored by Genesys
RESEARCH CONTENT: This vendor assessment examines the key players in the worldwide contact center infrastructure and software (CCIS) market, analyzing their current capabilities as well as longer-term strategies going forward. Access now for help in identifying vendors that suit the needs of your CCIS deployment projects.
Posted: 15 Feb 2016 | Published: 31 Jul 2015

Genesys

10 Steps to a More Social Contact Center
sponsored by Oracle Corporation
EGUIDE: This expert e-guide reveals the actions you can take to manage social media contact more efficiently. Inside, Donna Fluss, founder of DMG Consulting, explains the benefits and limitations of workforce management systems for social media. Bonus: Discover the 10 steps to create a successful call center social media strategy.
Posted: 03 Feb 2016 | Published: 29 Jan 2016

Oracle Corporation

Case Study: Real-time Call Center Monitoring
sponsored by Impetus Technologies, Inc.
CASE STUDY: Discover how a leading telecommunications company improved contact center performance with problem resolution metrics to increase customer satisfaction and customer retention rates.
Posted: 01 Feb 2016 | Published: 28 Feb 2015

Impetus Technologies, Inc.

Nail Personalization with 6 Key Customer Service Capabilities
sponsored by Microsoft
WHITE PAPER: This data sheet describes ways to empower agents with a single, unified experience to provide amazing customer service with cross-channel context. Uncover strategies for earning customer loyalty and staying agile.
Posted: 31 Dec 2015 | Published: 31 Dec 2014

Microsoft

Convergys Transforms Customer Experience with Service Cloud
sponsored by Oracle Corporation
VIDEO: Discover how you can provide customers with a differentiated experience through a multi-channel approach, improve agent productivity, and measure and optimize multi-channel delivery by leveraging analytics.
Posted: 14 Sep 2015 | Premiered: 02 Jun 2015

Oracle Corporation

2015 Gartner Report: Critical Capabilities for Contact Center Infrastructure
sponsored by Genesys
WHITE PAPER: This must-read report presents an easy-to-follow strategy for choosing the right contact center platform to deliver sustainable and competitive customer experiences.
Posted: 11 Aug 2015 | Published: 18 May 2015

Genesys

Check out these Top 10 Call Center Must-Haves!
sponsored by ComputerWeekly.com
RESOURCE: Your input in our call center survey is critical in understanding top of mind challenges in CEM and call center management today. In our expert guide, Top 10 Call Center Technology Must-Haves you will learn how to deliver a great customer experience, create a customer experience strategy, and track the customer experience across all touch points.
Posted: 30 Jul 2015 | Published: 30 Jul 2015

ComputerWeekly.com

Multi-Channel Customer Experience: The Next Battleground for Mid-Size Businesses
sponsored by Genesys
WHITE PAPER: This resource provides the information that mid-size organizations need as they consider making the jump to a multi-channel contact center, including key drivers and challenges; what to look for in a vendor partner; proven tips for success; and more.
Posted: 22 May 2015 | Published: 22 May 2015

Genesys

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

Genesys

Compliant Calling: How Mobile Industry Regulations Influence Financial Services
sponsored by BlackBerry
WHITE PAPER: In this white paper, you will discover how to enforce the highest standard of call compliance in your enterprise by ensuring mobile calls are recorded and under the control of network administrators. Access this white paper to understand how financial organizations are addressing the challenges of mobile call recording compliance.
Posted: 18 Jan 2016 | Published: 18 Jan 2016

BlackBerry

How to Identify and Solve Single Direction and One-Way Call Problems
sponsored by NetScout Systems, Inc.
VIDEO: In this webcast, you will learn how attain rapid insight into your service performance across your entire IT environment from both the application and user perspectives. Tune in now to quickly triage issues with single direction calls, as well as highlight the scope of your call problems.
Posted: 14 Dec 2015 | Premiered: 14 Dec 2015

NetScout Systems, Inc.

An Introduction to Triaging Voice and Video Quality of Service Issues
sponsored by NetScout Systems, Inc.
WEBCAST: In this brief webcast, you will experience a short demonstration of a reactive network workflow, illustrating how to triage voice and video problems. Tune in now to get a first-hand look at solving your VoIP and video QoS issues, and restore your service to premium quality without misstep.
Posted: 03 Dec 2015 | Premiered: Dec 3, 2015

NetScout Systems, Inc.
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