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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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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

The Changing Face of Customer Support
sponsored by LogMeIn Rescue
WHITE PAPER: The traditional customer support model is evolving ... is your organization's CX strategies transforming with it? In this infographic, learn about the 3 major trends driving the recent change in customer support.
Posted: 11 Sep 2017 | Published: 11 Sep 2017

LogMeIn Rescue

Industry Trends for Improving the Total Patient Experience
sponsored by Change Healthcare
WHITE PAPER: Patients expect more out of their healthcare experience. In this white paper, uncover what goes into crafting the ideal patient experience and strategies to keep patients choosing your organization for their care.
Posted: 08 Sep 2017 | Published: 08 Sep 2017

Change Healthcare

Top 7 Contact Center Dos & Don'ts
sponsored by NICE Systems, Inc
EGUIDE: Customer service agents set the tone for a customer's interactions with a company. In this expert e-guide, Rick Merson, Global Operations Director at Atento, explains how to improve the experience with the top 7 contact center management dos and don'ts.
Posted: 31 Aug 2017 | Published: 30 Aug 2017

NICE Systems, Inc

Boost Contact Center Service (Without Adding Agents)
sponsored by NICE Systems, Inc
EGUIDE: Contact center service is critical to customer experience, so you need to ensure that your company's call center agents have the right tools and techniques for the job. Scott Sachs, President of SJS Solutions and a contact center pro, explains how to level-up your contact center ... without adding players.
Posted: 31 Aug 2017 | Published: 30 Aug 2017

NICE Systems, Inc

10 Considerations for Moving Your Contact Center to the Cloud
sponsored by Genesys
EBOOK: Explore how to migrate your contact center to the cloud with confidence and uncover 10 essential considerations for selecting a trusted partner.
Posted: 31 Aug 2017 | Published: 31 Aug 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

Should You Update or Abandon That ACD?
sponsored by Genesys
WHITE PAPER: Explore the potential benefits of VoIP vs. SIP. Find out how to improve contact center efficiency and break down silos between channels. Plus, learn how to migrate from legacy ACD systems to SIP to deliver seamless omnichannel customer experiences.
Posted: 30 Aug 2017 | Published: 30 Aug 2017

Genesys

Optimize Your Workforce for the Omnichannel Revolution
sponsored by Genesys
EBOOK: Learn how to create comprehensive omnichannel workforce management by optimizing planning, forecasting, and scheduling to help you orchestrate your customers' journey and improve overall experiences.
Posted: 30 Aug 2017 | Published: 30 Aug 2017

Genesys

Engage with Customers in an Ultra-Connected Era
sponsored by Genesys
EBOOK: Find out how to use an integrated cloud-based contact center management system to orchestrate sound omni-channel strategies and deliver differentiated customer experiences. Learn how to make your contact center mobile and social media friendly and increase customer engagement.
Posted: 29 Aug 2017 | Published: 29 Aug 2017

Genesys

Contact Center Economics and the Cloud
sponsored by Genesys
EBOOK: In this e-book, explore the potential long-term cost benefits of moving your contact center to the cloud vs. staying on-premise by taking into account factors like company size and geographic location.
Posted: 28 Aug 2017 | Published: 28 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

10 Considerations for Moving Your Contact Center to the Cloud
sponsored by Genesys
EBOOK: Explore how to migrate your contact center to the cloud with confidence and uncover 10 essential considerations for selecting a trusted partner.
Posted: 28 Aug 2017 | Published: 28 Aug 2017

Genesys

Work Smarter, Not Harder: 6 Ways to Increase Productivity Across Your Customer Support Organization
sponsored by LogMeIn Rescue
WEBCAST: How is productivity defined and measured within a customer support organization? Join Alan Berkson of Freshservice and Christopher Savio of LogMeIn Rescue to uncover 6 ways to increase productivity across your support organization.
Posted: 25 Aug 2017 | Premiered: Aug 18, 2017

LogMeIn Rescue

Optimize Your Workforce for the Omnichannel Revolution
sponsored by Genesys
EBOOK: Learn how to create comprehensive omnichannel workforce management by optimizing planning, forecasting, and scheduling to help you orchestrate your customers' journey and improve overall experiences.
Posted: 25 Aug 2017 | Published: 25 Aug 2017

Genesys

Analyst Webinar: Is Your Contact Center an Asset or Road Block to Digital Transformation?
sponsored by Genesys
WEBCAST: Join Art Schoeller, Vice President and Principal Analyst at Forrester Research, to learn how to determine if your contact center is strategic or hindering to your enterprise's digital transformation journey.
Posted: 25 Aug 2017 | Premiered: Aug 22, 2017, 01:00 EDT (05:00 GMT)

Genesys

Omnichannel is No Longer Optional
sponsored by Genesys
EBOOK: Find out how contact centers can create real-time visibility into all interaction types to build and enhance their omnichannel strategies and meet their customers wherever they are.
Posted: 24 Aug 2017 | Published: 24 Aug 2017

Genesys

The Omnichannel Customer Engagement Playbook
sponsored by Genesys
EBOOK: Find out how mid-size and large contact centers can architect omnichannel CEM strategies that target each stage of the customer journey. Learn about the differences of omnichannel vs. multichannel, and uncover the potential benefits of these types of strategies.
Posted: 24 Aug 2017 | Published: 24 Aug 2017

Genesys

How Delta Faucet Improves Call Center Processes with Global Address Autocompletion
sponsored by Melissa Data Global Intelligence
CASE STUDY: In this case study, learn how they rid themselves of this problem, by adopting a sophisticated authentication tool that verifies customer addresses and formats them correctly for accurate product shipments.
Posted: 24 Aug 2017 | Published: 24 Aug 2017

Melissa Data Global Intelligence

Contact Center Economics and the Cloud
sponsored by Genesys
EBOOK: Weigh the benefits of moving important contact center apps, systems, and data to the cloud. Find out how to strike the balance between cloud and on-premise deployment for your contact center by assessing key factors like the size and geographic location of your company.
Posted: 23 Aug 2017 | Published: 23 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

Performance Matters: The NICE Guide to Performance Management in the Contact Center
sponsored by NICE Systems, Inc
EBOOK: Find out how to reshape your contact center and optimize its performance management to meet or even exceed organizational objectives with updated strategies for employee performance management, employee segmentation, gamification, and more.
Posted: 18 Aug 2017 | Published: 18 Aug 2017

NICE Systems, Inc

Fast Track your Contact Center Quality Assurance Program with the Cloud
sponsored by NICE Systems, Inc
WHITE PAPER: Your contact center's quality assurance isn't a box to be checked – it's a mandate. But a robust quality management process is necessary to deliver a great customer experience. Enter: The cloud. Learn 6 reasons why you should consider moving your quality management to the cloud.
Posted: 17 Aug 2017 | Published: 17 Aug 2017

NICE Systems, Inc
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