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Contact Centers

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ALSO CALLED: CIC, eContact Centers, Customer Interaction Centers, Enterprise Contact Centers, Web-enabled Call Centers
DEFINITION: Directions: Click on each term to read our complete definition.We invite you to print out this page for your convenience. A contact center is a central point in an enterprise from which all customercontacts are managed. The contact center typically includes one or more onlinecall centers but may also include other types of customer contact as well,including e-mail newsletters, postal mail catalogs,  … 
Definition continues below.
Contact Centers Reports
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Customer Self-Service: Free Your Customers from Phone Queue Purgatory
sponsored by Freshdesk Inc.
EGUIDE: Access this expert guide to learn why customer self-service can be a low-cost way to emancipate frustrated customers from phone queue purgatory.
Posted: 31 Aug 2015 | Published: 31 Aug 2015

Freshdesk Inc.

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

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

Genesys

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

Genesys

Tip Sheet: Building the Business Case for an Omnichannel Contact Center
sponsored by Genesys
WHITE PAPER: Download this tip sheet to learn eleven metrics for building your business case for omnichannel customer service.
Posted: 24 Aug 2015 | Published: 24 Aug 2015

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 Multichannel Analytics Can Translate the Voice of the Customer into Business Intelligence
sponsored by Calabrio, Inc.
WHITE PAPER: Making sense of voice of the customer data is fundamental to thesuccess of the contact center. Thanks to advances in multichannelanalytics systems, forward-thinking contact centers are unlocking theinsight from customer interactions and swiftly becoming the nervecenter for business intelligence.
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.

Three Tips for Measuring Voice in the Sea of Big Data
sponsored by Calabrio, Inc.
WHITE PAPER: An often overlooked resource for understanding the true voice of the customer is the contact center. In this helpful resource learn how the data being gathered from customers should be shared across multiple departments – product development, marketing, sales and manufacturing. Read on to learn three expert tips.
Posted: 15 Aug 2015 | Published: 15 Aug 2015

Calabrio, Inc.

Improve Customer Experience Through the Contact Center
sponsored by Calabrio, Inc.
WHITE PAPER: In this white paper you will learn why the best way to improve the customer experience is through service. Access this resource now to discover why 63% of consumers say customer experience is the most important factor in their choice of brand.
Posted: 13 Aug 2015 | Published: 13 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.

Dynamic Scheduling: Workforce Management for the Next Gen Contact Center
sponsored by Calabrio, Inc.
WHITE PAPER: This whitepaper outlines the new strategy of dynamic scheduling and details why many organizations consider it a top method for modern contact centers. Read now to discover the 5 key workflow processes central to dynamic scheduling.
Posted: 11 Aug 2015 | Published: 11 Aug 2015

Calabrio, Inc.

Calabrio ONE
sponsored by Calabrio, Inc.
WHITE PAPER: This white paper explains how visionary companies realize that the contact center is a strategic enterprise asset that requires focus and investment. Discover how you can uncover the business value in your contact center with this exclusive resource.
Posted: 07 Aug 2015 | Published: 31 Dec 2014

Calabrio, Inc.

Beverage Manufacturer Protects the Bottom Line with Voice Analytics
sponsored by Calabrio, Inc.
CASE STUDY: This white paper details how a specific solution was able to isolate one company's call recordings and categorize them by subject matter with the help of powerful speech analytics. Discover how technology like this can help your business make proactive improvements across the organization to increase customer satisfaction.
Posted: 07 Aug 2015 | Published: 07 Aug 2015

Calabrio, Inc.

Empower Your Contact Center Agents to Deliver Great Customer Experiences with an Omnichannel Desktop
sponsored by Genesys
RESOURCE: Most companies today can support multi-channel customer interactions such as voice, email and chat, but typically cannot share context across all channels. This white paper discusses how an omnichannel desktop can empower contact center agents, how you can reduce transfers and lower contact duration, while boosting customer satisfaction and more.
Posted: 07 Aug 2015 | Published: 07 Aug 2015

Genesys

Why CIOs Should Modernize their Contact Centers Now
sponsored by Genesys
WHITE PAPER: This TechTarget white paper is a must read for CIOs looking to justify the investment needed to modernize their contact center technology platform.
Posted: 06 Aug 2015 | Published: 31 Dec 2014

Genesys

Best Practices for Contact Center Routing
sponsored by Genesys
WHITE PAPER: This white paper provides a step by step guide, with use cases and examples, to help you build a flexible and effective contact center routing strategy.
Posted: 06 Aug 2015 | Published: 17 Sep 2014

Genesys

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

Evaluate the Contact Center Cloud like a Pro
sponsored by Interactive Intelligence, Inc.
WHITE PAPER: This white paper discusses the benefits of putting your contact center in the cloud and helps you evaluate the best way of doing so.
Posted: 28 Jul 2015 | Published: 31 Dec 2014

Interactive Intelligence, Inc.

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.

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
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CONTACT CENTERS DEFINITION (continued): …  Web site inquiries andchats, and the collection of information from customers during in-store purchasing.A contact center is generally part of an enterprise's overall customer relationshipmanagement (CRM). automated speech recognition (ASR) - a technology that allows users of informationsystems to speak entries rather than punching numbers on a keypad. ASR isused primarily to provide information and to forward telephone calls. AutomaticCall Distributor (ACD) - a telephone facility that manages incoming callsand handles them based on the number called and an associated database ofhandling … 

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