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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
26 - 50 of 177 Matches Previous Page  |  Next Page
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

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

Call Center Vendor Technology: Comparison Report
sponsored by Genesys
RESEARCH CONTENT: Contact center vendors are expanding to deliver omnichannel technology and enhance cloud delivery capabilities. In this vendor comparison report, learn how to evaluate different vendors' technology offerings, and their ability to deliver in relevant regions worldwide.
Posted: 15 Jun 2017 | Published: 17 May 2016

Genesys

The Truth Behind 6 Call Recording Myths
sponsored by West UC
WHITE PAPER: Although seen as a necessity by any regulated business or contact center that takes itself seriously, call recording still remains one of the most undervalued and underutilized features. But why is this? Discover the truth behind 6 common call recording myths. Plus, uncover what features to look for in a call recording system.
Posted: 24 Mar 2017 | Published: 24 Mar 2017

West UC

10 Golden Rules Of Outbound Contact Center Campaigns
sponsored by West UC
WHITE PAPER: Making effective contact with your customers and prospects is critical to business success. But outbound contact center campaigns are fundamentally different than inbound campaigns. Learn 10 key rules to help ensure your outbound operations achieve success.
Posted: 24 Mar 2017 | Published: 24 Mar 2017

West UC

10 Rules For An Efficient Contact Center
sponsored by West UC
WHITE PAPER: There are new rules emerging for your contact center. Cloud-based technology is shifting how things are done, but you must now streamline your skills and strategies for success. Learn 10 rules that will help you run a more efficient contact center in the wake of the shifting landscape.
Posted: 23 Mar 2017 | Published: 23 Mar 2017

West UC

Why Your Contact Center Needs Closer Integration With Marketing
sponsored by West UC
WHITE PAPER: Customer experience and engagement are the newest concerns of the modern marketer, having traditionally been the area of the contact center. But while marketing is embracing a customer-centric, multichannel universe, the contact center is lagging behind. Learn why your contact center needs closer integration with marketing, and how to achieve it.
Posted: 23 Mar 2017 | Published: 23 Mar 2017

West UC

How To Help Your Contact Center and Keep Customers Happy
sponsored by Genesys
PRODUCT OVERVIEW: The ability to manage interactions across channels as a single, coherent conversation is key to keeping your customers engaged and happy. In this product overview, learn about how Conversation Manager from Genesys, a customer experience management platform, can help your contact center.
Posted: 24 Feb 2017 | Published: 24 Feb 2017

Genesys

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

Virtual Contact Center Drives Etihad Airways' Future Success
sponsored by BT
CASE STUDY: How can you maintain your competitive edge with a tightly belted IT budget? Discover in this case study how to create cloud-based contact centers that extend your reach without expending your budget. Read on to learn to reduce operational complexity and optimize call center resources.
Posted: 29 Jul 2016 | Published: 31 Dec 2015

BT

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

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

The Recent Shift in the Contact Center Market
sponsored by Genesys
EGUIDE: The unified communications and collaboration industry has been going through major changes in the last few years with the advent of UC consolidation. In this e-guide, learn about how contact center software provider Genesys went through a shift in 2016 after planning to boost its cloud-based services by acquiring new UC capabilities.
Posted: 17 Apr 2017 | Published: 11 Apr 2017

Genesys

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

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
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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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