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Contact Centres Services Reports
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.

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


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


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


Best Practices for a contact center technology overhaul
sponsored by Contactual (Now 8x8, Inc.)
EBOOK: Tap into the expert advice in this eBook to choose technology that will help you leverage multiple contact channels, effectively monitor agent interaction and deliver an excellent customer experience.
Posted: 13 Jun 2011 | Published: 10 Jun 2011

Contactual (Now 8x8, Inc.)

The New CRM Metrics: Putting Them to Work
sponsored by SearchCRM
WHITE PAPER: There is added pressure for modern contact center agents, with customers armed to the teeth with devices to connect with businesses—from tweets to texts to phone calls. But with proper metrics to gauge performance and lead to instructive training, some of that pressure can be alleviated.
Posted: 25 Jan 2013 | Published: 25 Jan 2013


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


Case Study: TORO National Support Network
sponsored by NEC Corporation
CASE STUDY: Read this case study to learn how NEC solutions helped TORO improve contact-center service quality scores, improve staff productivity, improve business operations and enhance system flexibility.
Posted: 24 Aug 2009 | Published: 05 Aug 2009

NEC Corporation

ICBC Builds Cutting-edge Contact Center as Part of their Customer-Centric Strategy
sponsored by Genesys
CASE STUDY: This case study reveals how Canadian insurer ICBC built a flexible, cutting-edge contact center as a key part of its customer-centric strategy, enabling the company to improve routing flexibility, increase customer satisfaction, and more.
Posted: 13 Sep 2013 | Published: 31 Dec 2012


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
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