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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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The Digital Customer: Closing the Expectation Gap Through Digital Transformation
sponsored by BT
WHITE PAPER: Explore how you can create amazing digital experiences by aligning all customer touchpoints via cloud-based tools.
Posted: 29 Nov 2017 | Published: 29 Nov 2017

BT

IT Service Gets New Cloud-Based Lease of Life
sponsored by BT
CASE STUDY: Discover how cloud-based tools for contact centers can help optimize agents' time, provide performance data, and improve customer satisfaction and staff morale.
Posted: 27 Nov 2017 | Published: 27 Nov 2017

BT

BT Cloud Contact for GDPR Compliance
sponsored by BT
RESOURCE: Explore a handy summary of what you need to know about the new EU GDPR, and learn more about how you can prevent personal data from entering your call center.
Posted: 22 Nov 2017 | Published: 22 Nov 2017

BT

4 Remote Support Teams That Keep it Simple and Succeed
sponsored by LogMeIn Rescue
RESOURCE: Discover how real-world organizations like Make-A-Wish Foundation, Law School Admission Council, Arise Virtual Solutions, and Lenovo use remote support in their call centers to improve efficiency and the customer experience.
Posted: 10 Nov 2017 | Published: 10 Nov 2017

LogMeIn Rescue

3 Ways to Simplify the Remote Support Experience for Agents
sponsored by LogMeIn Rescue
WHITE PAPER: Tap this paper to explore 3 ways you can simplify the remote support experience for agents.
Posted: 08 Nov 2017 | Published: 08 Nov 2017

LogMeIn Rescue

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

Genesys

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

Genesys

Technology Roadmap for Omnichannel Customer Engagement
sponsored by Genesys
WHITE PAPER: Discover how to use a system of engagement approach to enable seamless omnichannel service across all channels and touchpoints, and uncover 4 steps to make your contact center operations omnichannel-ready.
Posted: 31 Aug 2017 | Published: 31 Aug 2017

Genesys

Building the Business Case for Omnichannel
sponsored by Genesys
RESOURCE: Learn how to improve contact center efficiency and manage omnichannel strategies better for both self-service and assisted service channels. Plus, uncover 10 ways to quantify the omnichannel business case.
Posted: 28 Aug 2017 | Published: 28 Aug 2017

Genesys

Removing the Barriers to Automating Quality Assurance
sponsored by NICE Systems, Inc
WHITE PAPER: Explore 4 barriers to true quality management automation in contact centers and how to overcome them. Discover how to get the most out of your quality management processes and data by paving the way for the automation.
Posted: 18 Aug 2017 | Published: 18 Aug 2017

NICE Systems, Inc

Harness the Power of the Cloud to Engage Your Customers, Employees and Business
sponsored by NICE Systems, Inc
WHITE PAPER: Discover how to use a cloud-based workforce management (WFM) platform to simplify, automate, and scale your contact center's WFM infrastructure and operations.
Posted: 17 Aug 2017 | Published: 17 Aug 2017

NICE Systems, Inc

The New Rules For Skills-Based Routing to Improve Your Customer Experience
sponsored by Mitel Networks Limited
VIDEO: Skills-based routing has been around for a long time, but now it has evolved to the point where it has become a key differentiator for contact centers looking to enhance their customer experiences. Learn how to redefine skills-based routing to filter interactions with customers via calls, email, web chat, and SMS.
Posted: 10 Aug 2017 | Premiered: 27 Jul 2017

Mitel Networks Limited

The right cloud-based UC for your call center
sponsored by TechTarget
RESOURCE: The cloud is an efficient delivery model for an array of UC applications for an extended workforce, but as an IT buyer, where should you start? Read our e-guide, What to Look for in Cloud-Based UC to help you decide which UC applications are best for the cloud and will address the issues that accompany a move to the cloud.
Posted: 03 May 2017 | Published: 30 Nov 2015

TechTarget

Technologies, Strategies & Best Practices for Today's CEM
sponsored by TechTarget
RESOURCE: Customer experience management is a growing part of customer relationship management, fueled by new technologies and social media. Access our e-guide, CEM Best Practices: Optimize Customer Relations & Increase Profit for advice on best practices and strategies to optimize your CEM so you can keep up with your consumers.
Posted: 03 May 2017 | Published: 30 Nov 2015

TechTarget

10 Rules For An Efficient Contact Center
sponsored by West UC
WHITE PAPER: There are new rules emerging for your contact center. Cloud-based technology is shifting how things are done, but you must now streamline your skills and strategies for success. Learn 10 rules that will help you run a more efficient contact center in the wake of the shifting landscape.
Posted: 23 Mar 2017 | Published: 23 Mar 2017

West UC

Virtual Contact Center Drives Etihad Airways' Future Success
sponsored by BT
CASE STUDY: How can you maintain your competitive edge with a tightly belted IT budget? In this case study, explore how you can create a cloud-based contact center that extends your reach without expending your budget. Learn tips to help reduce operational complexity and optimize call center resources.
Posted: 29 Jul 2016 | Published: 31 Dec 2015

BT

Contact Centers: How Gartner's Criteria Shook Up Vendor Rankings
sponsored by Five9
EGUIDE: Uncover why organizations are shifting to contact center as a service (CCaS) to replace their current infrastructure.
Posted: 03 Oct 2017 | Published: 03 Oct 2017

Five9

What do Financial Service Customers want from a Contract Center
sponsored by Five9
WHITE PAPER: In this research report, 995 survey respondents reveal how contact center technology plays an important role in their experience and how they choose their financial institutions.
Posted: 28 Sep 2017 | Published: 28 Sep 2017

Five9

Case Study: How Booker Streamlined Their Contact Center
sponsored by Five9
CASE STUDY: Cloud-based management systems provider Booker faced a problem. They had 2 separate contact centers, which caused challenges for the company's service agents and negatively impacted end-user experience. In this case study, explore how Booker can now deliver stronger, more consistent customer experiences, are more efficient, and more.
Posted: 28 Sep 2017 | Published: 28 Sep 2017

Five9

How to Build Lead Generation with Communications
sponsored by Twilio
VIDEO: According to Google, 70% of people looking for professional services online end up calling the company directly. Yet, only 20% of those calls get answered, causing loss of revenue for companies. In this webinar, learn 3 ways to ensure you're getting calls that lead to profit.
Posted: 09 May 2017 | Premiered: 01 Jul 2016

Twilio

Explore the Changing Contact Center Landscape
sponsored by LogMeIn Rescue
EGUIDE: New technology is shifting contact centers in a different direction – one that appeals more to current customer expectations. In this expert guide, discover new opportunities available for contact centers. Explore why infrastructure has become a major concern, new multichannel technology, and how one call center made social media work.
Posted: 09 Mar 2017 | Published: 06 Mar 2017

LogMeIn Rescue

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

Genesys

Service Cloud Brings Intuitive UI to Customer Service and Support
sponsored by Salesforce.com
EGUIDE: Call center agents need to be able to access customer account information, but historically they have struggled to do so. In this guide, explore how Service Cloud can help you streamline your agents' access to critical customer information, and how the platform's UI and Lightning development architecture play large roles in that.
Posted: 21 Jul 2016 | Published: 19 Jul 2016

Salesforce.com

ENT and Allergy Associates Prescribes Improved Focus on Customer Service
sponsored by Avaya TSG
CASE STUDY: Two years ago, ENT and Allergy Associates, LLP (ENTA) created a Patient Rapid Response Center to quickly answer and respond to patient inquiries. Find out how they were able to significantly decrease wait time, and maintain service levels, for both voice and multimedia calls.
Posted: 15 Jul 2016 | Published: 14 Jul 2016

Avaya TSG

Case Study: Streamlining Customer Service in Dental Care
sponsored by Avaya TSG
WHITE PAPER: This case study examines the strategies one chain of dental practices adopted to streamline its patient service processes, including automated call redirection, reduced call center staff and phone lines, and more.
Posted: 14 Jul 2016 | Published: 14 Jul 2016

Avaya TSG
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