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Call Centers

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ALSO CALLED: Call Centres
DEFINITION: An inbound call center is one that exclusively or predominately handles inbound calls (calls initiated by the customer) rather than outbound calls. A call center may handle either only inbound or outbound calls or might deal with a combination of the two.
Call Centers Reports
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Business Optimization with Workload Management
sponsored by Genesys
RESOURCE: Many businesses struggle to efficiently manage CRM cases, work items and customer interactions, which negatively impacts employee performance and the overall customer experience. With workload management tools, the business process could see a major change.
Posted: 20 Nov 2017 | Published: 20 Nov 2017

Genesys

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

Genesys

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

Genesys

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

Genesys

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

Genesys

Are You Getting Enough From Your Remote Support Solution?
sponsored by LogMeIn Rescue
RESOURCE: In a world where people expect support to always be available and efficient, organizations can't aff¬ord to waste time with tools that are slow, cumbersome or incomplete. Learn how you can maximize remote support tools and recognize new levels of efficiency and productivity.
Posted: 10 Nov 2017 | Published: 10 Nov 2017

LogMeIn Rescue

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

How WFO Suites Can Benefit Small and Mid-Sized Contact Centers
sponsored by NICE Systems
WHITE PAPER: Contact centers of all sizes need management tools and analytics to help enhance employee engagement. But small and mid-sized organizations need tools that are the right size for them, which can be different from what a large contact center requires. Learn about how a unified workforce optimization suite can benefit smaller contact centers.
Posted: 02 Nov 2017 | Published: 02 Nov 2017

NICE Systems

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

Genesys

Chatbots Are Not the Future... They're Right Now
sponsored by Sophos
WHITE PAPER: Companies today have no choice but to become fundamentally digital and harness the power of current technology to improve CX and sales. Learn why chatbots can be employed to boost your business, how to use bots to get ahead, and uncover the 3 ways a bot can be used for engagement.
Posted: 27 Oct 2017 | Published: 27 Oct 2017

Sophos

The Guide to Omnichannel Customer Engagement
sponsored by Genesys
EBOOK: In this guide to omnichannel customer engagement, gain ideas on how your organization can create customer experiences that are streamlined, simple, and fully informed and effective – all to meet the needs and preferences of your customers.
Posted: 27 Oct 2017 | Published: 27 Oct 2017

Genesys

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

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

9 Reasons to Make the Move to a Cloud Contact Center
sponsored by Five9
WHITE PAPER: Discover the 9 reasons to make the switch to a cloud contact center. Learn how the cloud allows you to reduce hardware costs, speed deployment, enable agents to work remotely, and more.
Posted: 28 Sep 2017 | Published: 28 Sep 2017

Five9

Transform Your Business Digitally to Improve Customer Service and Experience
sponsored by Five9
EBOOK: In the digital age, your business is defined by technology ... and it wants to evolve. Learn about digital transformation as a construct of emerging cloud CRM platforms, cloud contact center and SaaS technologies. Uncover what technology is spurring digital transformation, the impacts of digital transformation, why it's important, and more.
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

Case Study: How ( And Why) Teladoc Chose Their New Contact Center Tool
sponsored by Five9
CASE STUDY: Teladoc, a leading provider of telehealth services, had trouble with their new in-house contact center tool. The platform was difficult to navigate, it lacked administrative features, and they faced frequent outages. Learn how Teledoc updated their contact center tool to improve customer satisfaction ratings by 97% and more.
Posted: 27 Sep 2017 | Published: 27 Sep 2017

Five9

The State of Customer Experience 2017 From Voice to Digital: An Industry in Transition
sponsored by West UC
RESEARCH CONTENT: According to a Walker study, CX will overtake price and product as the key brand differentiator by 2020. Company success now more than ever hinges around how a company deals with its customers. In this research report, explore insight from over 200 professionals to understand the current state of CX.
Posted: 26 Sep 2017 | Published: 26 Sep 2017

West UC

Why Contact Centers are Moving to Cloud-Based Tools: Research Study
sponsored by West UC
RESEARCH CONTENT: Moving from a traditional call center environment to a contact center one is easier said than done. In this research report, explore findings from over 100 contact center decision-makers that delve into where organizations are in the cloud adoption curve, what the drivers are for cloud adoption, and much more.
Posted: 26 Sep 2017 | Published: 26 Sep 2017

West UC

The Benefits of Unified Communications as a Service
sponsored by West UC
WHITE PAPER: Learn how you can transform your professional services business with unified communications as a service, and deliver superior customer experiences. Explore 6 key benefits of leveraging cloud communications tools, and real-life case studies of businesses that used the cloud to solve key problems.
Posted: 22 Sep 2017 | Published: 22 Sep 2017

West UC

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

Genesys

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

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
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