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Contact Center Services

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ALSO CALLED: Contact Center Outsourcing, Contact Centres Services, Customer Services Outsourcing, Contact Centers Services, Customer Care Outsourcing, Customer Service Outsourcing, Contact Centre Services
DEFINITION: This outsourced service focuses on the management and operation of customer care, inbound service and support calls in contact centers.
Contact Center Services Reports
1 - 25 of 57 Matches Previous Page  |  Next Page
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 Customer, Inc.
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 Customer, Inc.

Taking Action on Legacy IVR -- Why it's Critical for Customer Retention
sponsored by Genesys
WHITE PAPER: This white paper outlines how migrating from a legacy IVR can improve your customer retention strategy. Learn what to look for when considering migration options, when to turn to a cloud model, and innovations in next-generation IVR technology.
Posted: 14 Oct 2016 | Published: 14 Oct 2016

Genesys

Six Tips to Improve the Customer Experience and Streamline Operations with a Cloud Contact Center
sponsored by Genesys
WHITE PAPER: Discover six tips designed to help you deliver the level of customer experience expected by today's omnichannel users. Learn how to leverage the benefits of a cloud-based contact center, engage more with customers, and more.
Posted: 14 Oct 2016 | Published: 14 Oct 2016

Genesys

The Essential Guide to Contact Center Modernization
sponsored by Genesys
WHITE PAPER: Modernizing your contact center is a layered and evaluative process. Learn now about ways to add new channels, integrate them, and find consistent vendors and solutions designed to enhance the customer experience.
Posted: 14 Oct 2016 | Published: 14 Oct 2016

Genesys

Interactive Voice Response: Choosing the Right Strategy
sponsored by Genesys
WHITE PAPER: Your interactive voice response (IVR) system should grow and change with your business and its customer base. Learn how to keep your IVR current by adding self-service options, moving to a cloud platform, and more.
Posted: 13 Oct 2016 | Published: 13 Oct 2016

Genesys

The Virtual Contact Center: Selection, Design, and Implementation
sponsored by Genesys
WHITE PAPER: Uncover an overview of VCCs, their strategic benefits, and examples of companies who have made the move and reaped benefits. Learn key areas of improvement and capabilities you need to get started on your VCC journey.
Posted: 13 Oct 2016 | Published: 13 Oct 2016

Genesys

Increase Customer Service Agility With Cloud Contact Centers
sponsored by Genesys
WHITE PAPER: Despite its slow climb into the cloud and complexity-ridden journey along the way, the agility of CCIM is rapidly becoming a requirement to compete in the age of the customer. Learn how analysts uncovered ways CCIM can help improve customer satisfaction regardless of channel.
Posted: 12 Oct 2016 | Published: 15 Jul 2016

Genesys

Five Simple Strategies to Make Your Contact Center a Success
sponsored by Genesys
WHITE PAPER: Discover ways to help agents provide quality support at low costs by supplementing self-service automation with live agents, moving to the cloud, making customer data readily available, and more.
Posted: 12 Oct 2016 | Published: 12 Oct 2016

Genesys

Contact Centers: Your Roadmap to the Cloud-Based Future
sponsored by Genesys
WHITE PAPER: The scalable, agile nature of the cloud-based contact center means more advances are on the way. Discover trends and examine the outlook for the future of agile agents and contained queries.
Posted: 11 Oct 2016 | Published: 11 Oct 2016

Genesys

10 Ways the Cloud Can Work for your Contact Center
sponsored by Genesys
WHITE PAPER: Finding your contact center's ideal cloud functionalities and capabilities is a challenge all its own. Explore 10 key considerations -- including integration, customization, and more -- for moving to a cloud-based contact center.
Posted: 11 Oct 2016 | Published: 11 Oct 2016

Genesys

Six Keys to Effective Chat Operations: Insights to Help Improve Your Business
sponsored by [24]7 Customer, Inc.
WHITE PAPER: Today, customers expect highly capable chat, including the ability for it to seamlessly integrate other channels as needed. So getting it getting it right is critical to an effective omnichannel strategy. This paper summarizes common misperceptions about chat, and presents six key insights based on lessons learned.
Posted: 27 Jan 2016 | Published: 31 Dec 2015

[24]7 Customer, Inc.

Five Ways to Optimize Your Customer's Journey through the Contact Center
sponsored by Genesys
WHITE PAPER: In this white paper, discover the five steps you can take to make sure your customer's journey through your contact center is enjoyable from beginning to end.
Posted: 29 May 2015 | Published: 31 Dec 2014

Genesys

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

5 Tips for Building a Business Case for Replacing Your Call Center ACD
sponsored by Genesys
WHITE PAPER: Access this resource to learn 5 expert tips for devising a strategy to gain executive buy-in for the modernization of your contact center with a unified omnichannel infrastructure.
Posted: 18 May 2016 | Published: 18 May 2016

Genesys

10 Steps to a More Social Contact Center
sponsored by Oracle Corporation
EGUIDE: This expert e-guide reveals the actions you can take to manage social media contact more efficiently. Inside, Donna Fluss, founder of DMG Consulting, explains the benefits and limitations of workforce management systems for social media. Bonus: Discover the 10 steps to create a successful call center social media strategy.
Posted: 03 Feb 2016 | Published: 29 Jan 2016

Oracle Corporation

Speech-to-Text Analytics Reveals New Insights Into Consumer Behavior
sponsored by IBM
WHITE PAPER: This white paper describes how Telerx, a global contact center outsourcing provider, embrace the methods that modern consumers are utilizing to share their opinions and turned raw data into valuable insight for their clients.
Posted: 20 Feb 2015 | Published: 31 Jan 2013

IBM

Get the Most Out of Multichannel Marketing Automation Software
sponsored by Pegasystems
EBOOK: In this e-guide, learn why organizations must align multichannel marketing automation software with user expectations, as well as have it reflect business processes. Additionally, unveil exclusive tips on how to choose a marketing automation tool that fits your business needs.
Posted: 16 Dec 2014 | Published: 16 Dec 2014


3 Keys to a 5-Star Mobile User Experience
sponsored by Hewlett Packard Enterprise
RESOURCE: Access this brief resource to find fast facts about the mobile user experience, and find out why the user experience should be at the top of every enterprise's list. View now to discover how your mobile experience may be handicapping your business and damaging your brand presence.
Posted: 15 Dec 2014 | Published: 15 Dec 2014

Hewlett Packard Enterprise

The Makings of a Modern Contact Center
sponsored by SearchCRM
EBOOK: Choosing between a hosted or on-premises model -- or a blend of the two -- is the first step to modernizing customer relationship management systems today. Inside, explore the key differences between a hosted and an on-premises contact center.
Posted: 23 Jul 2014 | Published: 23 Jul 2014

SearchCRM

Performance Improvement In The Contact Centre
sponsored by Cisco
WHITE PAPER: Find out how you can improve customer satisfaction, become more competitive and reduce the cost of acquiring and retaining loyal customers by investing more money in contact center technologies.
Posted: 17 Jun 2014 | Published: 31 Dec 2013

Cisco

How-To Guide: Top Ways to Optimize Your Contact Center Investment
sponsored by Cisco
WHITE PAPER: Find out what you need to know to ensure your contact center runs to the best of its ability.
Posted: 16 Jun 2014 | Published: 31 Dec 2013

Cisco

Three Tips for Measuring Voice in the Sea of Big Data
sponsored by Calabrio, Inc.
WHITE PAPER: This resource explores why the contact center has remained a highly untapped source of customer insight, explains how recent advances are giving organizations the power to analyze voice interactions, and counts down three essential success factors that you should consider.
Posted: 03 Apr 2014 | Published: 03 Apr 2014

Calabrio, Inc.

Contact Center Metrics for Customer Experience Success
sponsored by Desk.com (A Salesforce Company)
EGUIDE: In this SearchCRM.com expert e-guide, get an inside look at common practices for measuring contact center and organizational performance, and learn how you can transform metrics into a world-class customer experience.
Posted: 24 Mar 2014 | Published: 24 Mar 2014

Desk.com (A Salesforce Company)

Close the Omni-channel Customer Experience Gap
sponsored by IBM
WHITE PAPER: If your customers cannot move smoothly across all channels, their experiences will suffer. Access this guide to learn how you can close the omni-channel customer experience gap and bring online visibility to your contact center.
Posted: 20 Mar 2014 | Published: 31 Aug 2013

IBM
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