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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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Managing Voice, Video Communications in Call Centers with a UC Platform
sponsored by NetScout Systems, Inc.
WHITE PAPER: In this white paper, learn how a unified communications platform can help organizations better utilize converged IT infrastructure and reduce communication costs. Additionally, see how this platform can ensure high media quality by providing a number of capabilities.
Posted: 24 Nov 2015 | Published: 24 Nov 2015

NetScout Systems, Inc.

Which Contact Center as a Service Provider is Best for Your Organization's Needs?
sponsored by 8x8, Inc.
ANALYST REPORT: This analyst report provides an inside look into this season's CCaaS market, evaluating 9 leading providers in the industry. View now to compare the strengths, weaknesses, and capabilities of these CCaaS solutions to uncover which would be the best fit for your organization's specific use case.
Posted: 23 Nov 2015 | Published: 15 Oct 2015

8x8, Inc.

Operators Aren’t Standing By: How One Bank is Saving Tens of Millions of Dollars with Better Customer Service
sponsored by 24/7 Customer
CASE STUDY: Discover how one bank was able to improve customer service by adopting chat technology to engage the right customers at their moment of need. Download this case study now to learn about the benefits of chat technology, and for ideas on how you can provide better service at every touch point.
Posted: 10 Nov 2015 | Published: 10 Nov 2015

Call centers and the hurdle of legacy application integration
sponsored by TechTarget
RESOURCE: Tap into how you can overcome common challenges in legacy app integration so that your call center is ready for the constant flood of incoming data with our expert e-guide, Leap Over the Hurdle: Call Center App Integration.
Posted: 02 Nov 2015 | Published: 02 Nov 2015


Helping Customers Reach You However They Want
sponsored by IP Solutions
WHITE PAPER: In this informative white paper, learn data-backed insights that describe why enabling omnichannel customer engagement is so important. Also learn about 3 areas to focus on when adding omnichannel.
Posted: 29 Sep 2015 | Published: 29 Sep 2015

IP Solutions

Case Study: How One Citrus Gift Organization Squeezed Out Efficiency And Lower Cost
sponsored by Earthlink.
CASE STUDY: In this quick case study, take a look at how Southern Fulfillment, the parent company for two of the nation's largest citrus gift brands, improved operating efficiency and met peak season contact center demands.
Posted: 18 Sep 2015 | Published: 06 Jul 2015


SMBs: All-In-One Contact Centers For Today's Customer Experience Initiatives
sponsored by Genesys
WHITE PAPER: This resource explains how a prepackaged modern contact center solution can enable small and mid-sized businesses to deliver enterprise-class customer service at a reasonable TCO. Read on to learn the 4 success factors that your business needs to keep in mind as you search for a scalable, cost-effective contact center.
Posted: 09 Sep 2015 | Published: 31 Dec 2014


Automating Customer Contact Centers to Gain Agility and Analytic Insights
sponsored by Genesys
WHITE PAPER: This informative resource explains how a VCC can enable greater mobility in your organization. Read on to access 7 key advantages and 6 vital benefits of VCCs; a checklist of best-in-class VCC features; 3 use cases for VCCs; and more.
Posted: 09 Sep 2015 | Published: 31 Dec 2014


Boosting Customer Loyalty and Bottom Line Results Putting Customer Experience First in Your Contact Center
sponsored by Genesys
WHITE PAPER: This white paper will outline how your organization can improve customer service by improving Customer experience management, to track, oversee, and organize interactions across all touch points and channels between each customer and the organization. Read now to learn more.
Posted: 08 Sep 2015 | Published: 31 Dec 2014


Mobility Applications: Improve Your Customer Experience and Contact Center
sponsored by Genesys
WHITE PAPER: This helpful resource reveals why now is the perfect time for contact centers to embrace the mobile channel. Read on to uncover specific strategies for organizations ready to improve contact centers' operational efficiency, customer engagement, and brand loyalty through mobile apps.
Posted: 26 Aug 2015 | Published: 31 Dec 2014


The Best Cloud Architecture for Your Contact Center
sponsored by Interactive Intelligence, Inc.
WHITE PAPER: This resource will help your organization to better understand the options available to you as you enhance or replace your existing contact center capabilities. Read on to explore the pros and cons of each type of cloud architecture; their impact on customer engagement; and more.
Posted: 25 Aug 2015 | Published: 31 Dec 2014

Interactive Intelligence, Inc.

Infographic: The Best Cloud Architecture for your Contact Center
sponsored by Interactive Intelligence, Inc.
RESOURCE: Which cloud architecture best fits your contact center's unique needs? This helpful resource will tell you the three questions you should ask about each of the four options—private, public, distributed, or hybrid—in order to make the right decision.
Posted: 25 Aug 2015 | Published: 31 Dec 2014

Interactive Intelligence, Inc.

Intelligent Self-Service and Personalization: Rethink the Customer Experience
sponsored by Genesys
WHITE PAPER: In this guide, you'll learn how to equip your contact center with an integrated approach to self-assisted and proactive services that deliver on customer needs as well as revenue generation. Access now for helpful considerations on how to master this balancing act.
Posted: 24 Aug 2015 | Published: 31 Dec 2014


5 Steps to Building a Customer Experience-Driven Contact Center
sponsored by Genesys
WHITE PAPER: This white paper illustrates how organizations are overcoming modern customer experience hurdles to earn customers' satisfaction and long-term loyalty. Read on to uncover 5 important steps to building a customer experience-driven contact center.
Posted: 24 Aug 2015 | Published: 31 Dec 2014


Case Study: Kaffee Partner Perks up Sales Revenues and Customer Loyalty
sponsored by IBM
CASE STUDY: This brief case study examines how a leader in coffee systems delved deeper into buyer behavior insights and succeeded in tailoring product offers to customers' individual demands. Learn how these actions can improve conversion rates and boost sales within your own organization.
Posted: 05 Aug 2015 | Published: 31 Jan 2014


The growth of Call Center software
sponsored by
RESOURCE: Customer service is a cornerstone of most businesses. For years, businesses have used metrics to measure their call center operations such as number of calls answered and call resolution. Those metrics worked fine for a while. Take our short survey and you will get immediate access to our report on "Old-Hat Technologies Put a Cap on Customer Care".
Posted: 30 Jul 2015 | Published: 30 Jul 2015

A Customer Engagement Strategy for Today's Multi-Channel Marketplace
sponsored by Interactive Intelligence, Inc.
WHITE PAPER: This resource explains why putting your customers at the heart of your contact center operations is essential in today's multi-channel marketplace. Read on to learn 5 values by which contact centers can begin to deliver next-generation engagement and drive tangible value for the business as a whole.
Posted: 24 Jul 2015 | Published: 24 Jul 2015

Interactive Intelligence, Inc.

How Omnichannel is Delivering on the Promise of Multichannel
sponsored by Interactive Intelligence, Inc.
WHITE PAPER: This report describes the handful of benefits an omnichannel approach provides in the call center versus that of multichannel. Access now to break down the definition of omnichannel as it is applied across various elements of contact center operation.
Posted: 23 Jul 2015 | Published: 15 Apr 2015

Interactive Intelligence, Inc.

Transform Your Call Center Into a Customer Engagement Center
sponsored by
WHITE PAPER: Today's customers expect fast, accurate answers across their channel of choice. To keep up with these expectations, traditional call centers must transform into "customer engagement centers." Download this free datasheet to learn more.
Posted: 16 Jul 2015 | Published: 31 Dec 2014

Service Cloud: Philips Success Story
sponsored by
VIDEO: See how Philips connects sales and operations employees globally, as well as connecting more than 7,000 call-center employees with Service Cloud.
Posted: 16 Jul 2015 | Premiered: 16 Jul 2015

How Salesforce Delivers Exceptional Customer Service
sponsored by
EBOOK: This e-book gives you a behind-the-scenes look at how Salesforce developed and implemented Service Cloud to service the company's own customer base. Read on to learn how to deliver world-class customer service as your business scales.
Posted: 07 Jul 2015 | Published: 07 Jul 2015

20 Customer Service Best Practices
sponsored by
EBOOK: In this e-book, compiles feedback from customers, product experts, and thought leaders into a list of 20 best practices for customer service.
Posted: 07 Jul 2015 | Published: 07 Jul 2015

5 Ways to Make Service Frictionless for Today's Customers
sponsored by
EBOOK: This e-book will cover 5 ways to make service frictionless for your customers, including delivering consistent customer engagement on every channel; empowering customers with self-service and mobile options; and 3 more.
Posted: 07 Jul 2015 | Published: 07 Jul 2015

Deliver a Customer Experience That's Personalized, Smarter, and Faster
sponsored by
EBOOK: In this e-book, you'll learn about one product that can enable your customer service team to deliver a customer experience that's smarter, more personalized, and faster than ever before.
Posted: 07 Jul 2015 | Published: 07 Jul 2015

Network Evolution E-Zine: June Issue 2015
sponsored by
EZINE: This issue of the Network Evolution e-zine goes discusses a number of subjects that face network decision makers today.
Posted: 01 Jun 2015 | Published: 01 Jun 2015
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