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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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The Benefits of Unified Communications as a Service
sponsored by West Corporation
WHITE PAPER: Learn how you can transform your professional services business with unified communications as a service, and deliver superior customer experiences. Explore 6 key benefits of leveraging cloud communications tools, and real-life case studies of businesses that used the cloud to solve key problems.
Posted: 22 Sep 2017 | Published: 22 Sep 2017

West Corporation

Busting The Top 10 Myths Of Omnichannel Customer Engagement
sponsored by Genesys
WHITE PAPER: Think about the technologies you use for customer engagement—what your customers expect today, and what they'll demand tomorrow. You'll need a platform that meets those demands. Learn why omnichannel customer engagement is your best choice for delivering exceptional CX. Plus, uncover the truth behind 10 common omnichannel myths.
Posted: 21 Sep 2017 | Published: 21 Sep 2017

Genesys

A 5 Minute Guide to Cognitive Search for Customer Support
sponsored by Attivio, Inc.
WHITE PAPER: Explore the basics of a cognitive search platform – from natural language processing to robust security and big data analytics – and find out how cognitive search apps can help contact centers revitalize customer interactions and self-service.
Posted: 19 Sep 2017 | Published: 19 Sep 2017

Attivio, Inc.

Creating An Omnichannel Experience For Your Customers
sponsored by Genesys
WHITE PAPER: Consumer behavior is rapidly changing in today's always-on digital world ... and according to an Aberdeen Report; companies with an omnichannel program see 25% annual growth in revenue and a lower volume of customer complaints. Learn how to create an omnichannel contact center experience for your customers.
Posted: 19 Sep 2017 | Published: 19 Sep 2017

Genesys

Boost Contact Center Service (Without Adding Agents)
sponsored by NICE Systems, Inc
EGUIDE: Contact center service is critical to customer experience, so you need to ensure that your company's call center agents have the right tools and techniques for the job. Scott Sachs, President of SJS Solutions and a contact center pro, explains how to level-up your contact center ... without adding players.
Posted: 31 Aug 2017 | Published: 30 Aug 2017

NICE Systems, Inc

10 Considerations for Moving Your Contact Center to the Cloud
sponsored by Genesys
EBOOK: Explore how to migrate your contact center to the cloud with confidence and uncover 10 essential considerations for selecting a trusted partner.
Posted: 31 Aug 2017 | Published: 31 Aug 2017

Genesys

Technology Roadmap for Omnichannel Customer Engagement
sponsored by Genesys
WHITE PAPER: Discover how to use a system of engagement approach to enable seamless omnichannel service across all channels and touchpoints, and uncover 4 steps to make your contact center operations omnichannel-ready.
Posted: 31 Aug 2017 | Published: 31 Aug 2017

Genesys

Should You Update or Abandon That ACD?
sponsored by Genesys
WHITE PAPER: Explore the potential benefits of VoIP vs. SIP. Find out how to improve contact center efficiency and break down silos between channels. Plus, learn how to migrate from legacy ACD systems to SIP to deliver seamless omnichannel customer experiences.
Posted: 30 Aug 2017 | Published: 30 Aug 2017

Genesys

Optimize Your Workforce for the Omnichannel Revolution
sponsored by Genesys
EBOOK: Learn how to create comprehensive omnichannel workforce management by optimizing planning, forecasting, and scheduling to help you orchestrate your customers' journey and improve overall experiences.
Posted: 30 Aug 2017 | Published: 30 Aug 2017

Genesys

Engage with Customers in an Ultra-Connected Era
sponsored by Genesys
EBOOK: Find out how to use an integrated cloud-based contact center management system to orchestrate sound omni-channel strategies and deliver differentiated customer experiences. Learn how to make your contact center mobile and social media friendly and increase customer engagement.
Posted: 29 Aug 2017 | Published: 29 Aug 2017

Genesys

Contact Center Economics and the Cloud
sponsored by Genesys
EBOOK: In this e-book, explore the potential long-term cost benefits of moving your contact center to the cloud vs. staying on-premise by taking into account factors like company size and geographic location.
Posted: 28 Aug 2017 | Published: 28 Aug 2017

Genesys

Building the Business Case for Omnichannel
sponsored by Genesys
RESOURCE: Learn how to improve contact center efficiency and manage omnichannel strategies better for both self-service and assisted service channels. Plus, uncover 10 ways to quantify the omnichannel business case.
Posted: 28 Aug 2017 | Published: 28 Aug 2017

Genesys

10 Considerations for Moving Your Contact Center to the Cloud
sponsored by Genesys
EBOOK: Explore how to migrate your contact center to the cloud with confidence and uncover 10 essential considerations for selecting a trusted partner.
Posted: 28 Aug 2017 | Published: 28 Aug 2017

Genesys

Work Smarter, Not Harder: 6 Ways to Increase Productivity Across Your Customer Support Organization
sponsored by LogMeIn Rescue
WEBCAST: How is productivity defined and measured within a customer support organization? Join Alan Berkson of Freshservice and Christopher Savio of LogMeIn Rescue to uncover 6 ways to increase productivity across your support organization.
Posted: 25 Aug 2017 | Premiered: Aug 18, 2017

LogMeIn Rescue

Optimize Your Workforce for the Omnichannel Revolution
sponsored by Genesys
EBOOK: Learn how to create comprehensive omnichannel workforce management by optimizing planning, forecasting, and scheduling to help you orchestrate your customers' journey and improve overall experiences.
Posted: 25 Aug 2017 | Published: 25 Aug 2017

Genesys

Analyst Webinar: Is Your Contact Center an Asset or Road Block to Digital Transformation?
sponsored by Genesys
WEBCAST: Join Art Schoeller, Vice President and Principal Analyst at Forrester Research, to learn how to determine if your contact center is strategic or hindering to your enterprise's digital transformation journey.
Posted: 25 Aug 2017 | Premiered: Aug 22, 2017, 01:00 EDT (05:00 GMT)

Genesys

Omnichannel is No Longer Optional
sponsored by Genesys
EBOOK: Find out how contact centers can create real-time visibility into all interaction types to build and enhance their omnichannel strategies and meet their customers wherever they are.
Posted: 24 Aug 2017 | Published: 24 Aug 2017

Genesys

The Omnichannel Customer Engagement Playbook
sponsored by Genesys
EBOOK: Find out how mid-size and large contact centers can architect omnichannel CEM strategies that target each stage of the customer journey. Learn about the differences of omnichannel vs. multichannel, and uncover the potential benefits of these types of strategies.
Posted: 24 Aug 2017 | Published: 24 Aug 2017

Genesys

Contact Center Economics and the Cloud
sponsored by Genesys
EBOOK: Weigh the benefits of moving important contact center apps, systems, and data to the cloud. Find out how to strike the balance between cloud and on-premise deployment for your contact center by assessing key factors like the size and geographic location of your company.
Posted: 23 Aug 2017 | Published: 23 Aug 2017

Genesys

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

Fast Track your Contact Center Quality Assurance Program with the Cloud
sponsored by NICE Systems, Inc
WHITE PAPER: Your contact center's quality assurance isn't a box to be checked – it's a mandate. But a robust quality management process is necessary to deliver a great customer experience. Enter: The cloud. Learn 6 reasons why you should consider moving your quality management to the cloud.
Posted: 17 Aug 2017 | Published: 17 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
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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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