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Contact Center Software

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DEFINITION: Software that routes, queues and otherwise manages each of the contact center's channels very much like call center software routes calls.
Contact Center Software Reports
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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

Genesys

Workforce Management Doesn’t Have to be So Hard
sponsored by Calabrio, Inc.
WHITE PAPER: In the following white paper, we discuss the core capabilities next generation WFM solutions should have. Solutions that cut through the complexity to provide the most essential WFM functions enable contact centers of all sizes to realize the powerful benefits of WFM.
Posted: 15 Aug 2015 | Published: 15 Aug 2015

Calabrio, Inc.

How Speech Analytics Helps You Take Charge of Compliance and Liability
sponsored by Calabrio, Inc.
WHITE PAPER: The two aims of this paper are to alert readers to the federal level regulations and liability exposures that most directly impact the activities of modern contact centers and explain how speech analytics can help monitor compliance and reduce the risk of liability exposures.
Posted: 15 Aug 2015 | Published: 15 Aug 2015

Calabrio, Inc.

Medical Center Monitors HIPAA Compliance Case Study: Healthcare
sponsored by Calabrio, Inc.
WHITE PAPER: Read this case study today to learn how a Seattle-based medical center implemented a solution that offered it the means to properly handle personally identifiable health information during calls to ensure HIPAA requirements are properly met.
Posted: 15 Aug 2015 | Published: 15 Aug 2015

Calabrio, Inc.

Improve Customer Loyalty Through the Contact Center
sponsored by Calabrio, Inc.
WHITE PAPER: This white paper outlines how the contact center can play a valuable role to play in customer retention. Read now to discover how your contact center can provide a wealth of information in the quest to drive customer loyalty.
Posted: 13 Aug 2015 | Published: 13 Aug 2015

Calabrio, Inc.

Banks are Striking Gold in the Contact Center
sponsored by Calabrio, Inc.
WHITE PAPER: This resource details how banking contact centers can streamline operations and drive success by discovering the true nature of all customer conversations. Access this white paper to discover how your bank can utilize analytics software to extract the highest value out of your contact centers.
Posted: 04 Aug 2015 | Published: 04 Aug 2015

Calabrio, Inc.

Five Capabilities to Look for in a Customer Experience Platform
sponsored by Genesys
EBOOK: This white paper discusses the characteristics of an effective customer experience platform. Access this resource now to uncover how you can create a proven, workforce aware, flexible, omnichannel system that can deliver on customer expectations while addressing your company needs.
Posted: 04 Aug 2015 | Published: 04 Aug 2015

Genesys

Transform Your Call Center Into a Customer Engagement Center
sponsored by Salesforce.com
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

Salesforce.com

Service Cloud: Philips Success Story
sponsored by Salesforce.com
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

Salesforce.com

5 Ways to Make Service Frictionless for Today's Customers
sponsored by Salesforce.com
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

Salesforce.com

Deliver a Customer Experience That's Personalized, Smarter, and Faster
sponsored by Salesforce.com
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

Salesforce.com

All-In-One Contact Centers For Today's Customer Experience Initiatives
sponsored by Genesys
WHITE PAPER: This white paper examines the critical qualities today's organizations should look for in a contact center solution, including the tools and capabilities it should provide.
Posted: 06 May 2015 | Published: 06 May 2015

Genesys

6 Secrets to Offering Exceptional Customer Service
sponsored by Salesforce.com
WHITE PAPER: Imagine the loyalty and return business you could build by delivering customer service that exceeds customer expectations every time. In this free e-book, see what you need to do to give customers what they want.
Posted: 12 Jun 2014 | Published: 12 Jun 2014

Salesforce.com

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 Harte Hanks
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

Harte Hanks

3 Keys to a 5-Star Mobile User Experience
sponsored by Hewlett-Packard Company
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 Company

The Knowledge Base of the Future: Five Cutting-Edge Ideas You Can Implement Now
sponsored by KANA
WHITE PAPER: Building a reliable, extensive knowledge base is essential for delivering relevant, efficient customer experiences. It helps employees access information faster and enables customers to serve themselves. View this white paper to uncover five cutting-edge ideas to help you build a next-gen knowledge base.
Posted: 26 Jun 2014 | Published: 26 Jun 2014

KANA

Omni-Channel Customer Service Demands the Intelligent Contact Center
sponsored by KANA
WHITE PAPER: In order to respond to changing customer expectations, contact centers must evolve to an omni-channel, context-aware platform. In this white paper, get an in-depth look at the demands placed on the modern contact center, and the strategies and tools you can leverage to optimize customer interactions
Posted: 26 Jun 2014 | Published: 26 Jun 2014

KANA

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

How Cloud-Based Contact Centers Improve Customer Experience
sponsored by Genesys
WHITE PAPER: In a recent survey, 60% of respondents said executives want to differentiate their organization based on customer experience management (CEM). In this technology adoption profile, explore current CEM trends -- including goals, strategies, and challenges -- as well as how to improve customer experience with the right contact center technologies
Posted: 04 Jun 2014 | Published: 31 Mar 2013

Genesys

The Mixed Blessings of Contact Center Automation
sponsored by SearchCRM
EBOOK: Contact center technologies ease customer frustration with call center inefficiency, but they don't replace the human touch.
Posted: 28 May 2014 | Published: 28 May 2014

SearchCRM

Contact Center Metrics and Performance Management
sponsored by Five9
EGUIDE: This expert e-guide provides tips and best practices for working with new contact center metrics to ensure customer satisfaction through every communication channel. Learn how to determine and implement a set of key performance indicators (KPIs) for new channels such as mobile and social media, as well as how to formalize CCPM for optimum results.
Posted: 21 May 2014 | Published: 21 May 2014

Five9

Make the most of customer interactions in the contact center
sponsored by Calabrio, Inc.
WHITE PAPER: In this white paper, discover how to optimize your contact center processes with the help of new interaction channels such as social media, and make the most of interaction data to learn more about your customers and your company.
Posted: 07 Apr 2014 | Published: 31 Dec 2013

Calabrio, Inc.

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.
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