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Contact Center Management Reports
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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

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 State of Contact Center Workforce Management
sponsored by NICE Systems, Inc
RESEARCH CONTENT: This ICMI research report examines the role played by workforce management (WFM) in making sure contact centers have the right people with the right skills and resources in place to deliver quality customer service. Uncover the report's key findings and learn how to apply WFM best practices to contact centers.
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

Robotic Process Automation: A New Era of Agent Engagement
sponsored by NICE Systems, Inc
WHITE PAPER: This Frost & Sullivan white paper reveals how robotic process automation (RPA) can help streamline workflows and reduce errors in the back office by fully automating key routine processes. Learn more about how RPA relates to contact centers and their existing BPM systems, as well as how RPA works and impacts customer service.
Posted: 07 Aug 2017 | Published: 07 Aug 2017

NICE Systems, Inc

Streamline Authentication with Voice Biometrics to Improve Contact Center Customer Experiences
sponsored by NICE Systems, Inc
WHITE PAPER: Discover how voice biometrics (VB) streamlines your entire customer authentication system, improves contact center efficiency, enhances security for sensitive customer data, and creates better overall customer experiences.
Posted: 04 Aug 2017 | Published: 04 Aug 2017

NICE Systems, Inc

Strategic Planning Tools for Contact Centers
sponsored by Genesys
WHITE PAPER: This white paper explores how to leverage contact center strategic planning tools to predict performance more accurately and provide comprehensive what-if analysis capabilities. Discover how to get key answers to tough operational questions so that you can react to change faster and with more agility.
Posted: 22 Feb 2017 | Published: 22 Feb 2017

Genesys

The 8 Types of Questions Your Customers Ask Online
sponsored by [24]7
WHITE PAPER: Consumers want a one-stop shop for their customer service, but most companies fail to deliver this experience and live agents are expensive -- that's where virtual agents come in. Access this white paper to learn which 8 types of questions virtual agents can handle, how they boost conversion rates, and more.
Posted: 19 Jan 2017 | Published: 19 Jan 2017

[24]7

Is Providing 24-Hour Global Support Right for You?
sponsored by Zendesk
WHITE PAPER: Learn now about key questions to ask as you determine your global customer support strategy. Access this resource and you'll also discover best practices for providing global support such as dashboards, collaboration tools, the cloud, and more.
Posted: 30 Nov 2016 | Published: 30 Nov 2016

Zendesk

RBC Implements Virtual Agents to Improve Online Customer Experiences
sponsored by [24]7
CASE STUDY: RBC, a large financial services institution, wanted to improve customer relations while reducing the number of calls coming into its contact centers. Access this case study to learn how they implemented virtual agents across their banking, direct investing, and insurance websites to enhance the customer experience and improve their bottom line.
Posted: 24 Oct 2016 | Published: 24 Oct 2016

[24]7

How to Measure Marketing Success with Call-Tracking Software
sponsored by Twilio
EGUIDE: Foundations Recovery Network, a US-based rehab network, needed to know if they were getting their money's worth advertising on Google – more imperative due to the high online competition in the substance abuse recovery field. Learn how they leveraged new call-tracking software to understand if their marketing strategy was worth it.
Posted: 23 May 2017 | Published: 16 May 2017

Twilio

Connecting Agents and New Leads
sponsored by Twilio
WHITE PAPER: A real estate agent's odds of successfully contacting an online lead are 100 times higher with quick follow up after the first interaction. Learn how Trulia is able to convert 60% of online leads into clients, and how to achieve this goal in your organization.
Posted: 05 May 2017 | Published: 05 May 2017

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

How Automated Contact Services Help One Health Center Reduce Missed Appointments
sponsored by Microsoft
EGUIDE: In this e-guide, discover how to improve communication between contact center agents and customers by integrating an automated contact service.
Posted: 14 Feb 2017 | Published: 09 Feb 2017

Microsoft

How CRM and ERP Clouds are Coming Together
sponsored by Microsoft
EGUIDE: CRM is the answer to some of ERP's pitfalls, but it takes a lot of work to keep them synced. What if you didn't have to waste time syncing separate clouds? Access this e-guide to learn how Microsoft is merging CRM and ERP into a single cloud offering and an example of what this means for future use in the healthcare industry.
Posted: 01 Feb 2017 | Published: 24 Jan 2017

Microsoft

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

Develop a Multichannel Strategy that Supports Customer Experience Management
sponsored by BoldChat - LogMeIn
EGUIDE: Providing a top class customer experience is the key to customer retention, yet, according to a Forrester survey, only 10% of companies plan to invest in multichannel support. This e-guide explains why a strong multichannel presence is a necessity and walks you through the steps to developing your own strategy.
Posted: 22 Dec 2016 | Published: 20 Dec 2016

BoldChat - LogMeIn

Video, Live Chat Usher in Multichannel Customer Service Challenges
sponsored by BoldChat - LogMeIn
EGUIDE: Customers are demanding real-time customer service and contact centers are being forced to respond. Explore the pros and cons of 4 main communication channels, how to use customer data to your advantage, and how you can achieve multichannel customer service success.
Posted: 20 Dec 2016 | Published: 14 Dec 2016

BoldChat - LogMeIn

Manage Your Contact Center For More Meaningful KPI's
sponsored by Genesys
EGUIDE: In this expert e-guide you'll find some helpful hints as to how you can identify the proper metrics needed to produce meaningful contact center KPI's. In addition, read 7 dos and don'ts of call center management to help you nourish your agent's best CRM practices.
Posted: 06 Oct 2016 | Published: 06 Oct 2016

Genesys

Benchmark Your Omnichannel Customer Service Readiness
sponsored by Genesys
WEBCAST: Omnichannel customer service is the new norm in our mobile-first world. This webcast will help you determine where your omnichannel presence stands, where to go, and figure out how much value this adds to your business.
Posted: 22 Aug 2016 | Premiered: Sep 14, 2016

Genesys

Improving Omnichannel Customer Service with Salesforce IoT Cloud
sponsored by Salesforce.com
EGUIDE: Read our interview with Larry Robinson, senior VP of product management for the Service Cloud at Salesforce, in which he discusses the importance of creating a solid customer experience and agent productivity. He also talks about how Salesforce expects to deliver that with Salesforce IoT Cloud.
Posted: 20 Jul 2016 | Published: 19 Jul 2016

Salesforce.com

SMBs Transform Contact Center, Customer Experience with Collaborative UC
sponsored by Avaya TSG
DATA SHEET: Empower your organization with the feature-rich functionality and scalability of cloud. Discover how to mobilize your workforce, thereby producing a seamless customer and patient experience, by leveraging a unified communications platform that unites telephony, messaging, conferencing, ACD, video and UC.
Posted: 06 Jul 2016 | Published: 06 Jul 2016

Avaya TSG

At Radio Flyer, Customer Engagement is Not Something to Toy With
sponsored by Avaya CenturyLink
CASE STUDY: Read on to learn how the iconic Radio Flyer company entered the digital age in 2010, what has enabled them to stay up-to-date since, and how advances in data collection have driven reform in product quality, delivery, and reinvigorated the customer service that has kept them in business over the last 99 years.
Posted: 29 Jun 2016 | Published: 29 Apr 2016

Avaya CenturyLink

Cloud Contact Center Total Cost of Ownership
sponsored by Avaya TSG
WHITE PAPER: See the differences of cloud verses on premise contact center TCO. Access now to discover the quantitative, qualitative, impact of moving towards the cloud.
Posted: 28 Jun 2016 | Published: 31 Dec 2014

Avaya TSG
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