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Customer Call Center Management Reports
 
Planning and Managing Your Omnichannel Contact Center Workforce
sponsored by Genesys
WHITE PAPER: Discover how to enable data integration and workforce planning for omnichannel strategies so that you can interact with consumers effectively across all of the devices and channels they use to engage with your business.
Posted: 16 Nov 2017 | Published: 16 Nov 2017

Genesys

The Guide to Omnichannel Customer Engagement
sponsored by Genesys
EBOOK: In this guide to omnichannel customer engagement, gain ideas on how your organization can create customer experiences that are streamlined, simple, and fully informed and effective – all to meet the needs and preferences of your customers.
Posted: 27 Oct 2017 | Published: 27 Oct 2017

Genesys

Business Optimization with Workload Management
sponsored by Genesys
RESOURCE: This paper explores how 12 companies (including T-Mobile Czech Republic and New Zealand Ministry of Justice) are using workload management tools to boost contact center performance, increase sales productivity and effectiveness, and more.
Posted: 20 Nov 2017 | Published: 20 Nov 2017

Genesys

Refine the Source of Truth in Your Contact Center to Improve Performance
sponsored by NICE Systems
RESEARCH CONTENT: In this Forrester Research report, find out how you can best use customer feedback and data to drive continuous improvement for better overall customer service and performance in your contact center.
Posted: 27 Nov 2017 | Published: 30 Oct 2017

NICE Systems

Contact Center: Mobile Apps and KPI to Boost Customer Satisfaction
sponsored by Five9
EGUIDE: In this expert e-guide, explore the emergence of mobile contact center apps for creating a better customer experience.   You'll also discover best practices for cutting through copious contact center data with key performance indicators (KPI).
Posted: 13 Mar 2014 | Published: 13 Mar 2014

Five9

Seven Critical Capabilities to Demand From Your Cloud Contact Center Provider
sponsored by Aspect
WHITE PAPER: Delivering exceptional customer service today means having a flexible and reliable contact center, as well as all the tools your agents need to be successful. Many companies are looking to cloud contact center platforms to meet these requirements, but what should you look for in a cloud solution?
Posted: 04 Mar 2014 | Published: 31 Jan 2014

Aspect

Service Cloud Brings Intuitive UI to Customer Service and Support
sponsored by Salesforce.com
EGUIDE: Call center agents need to be able to access customer account information, but historically they have struggled to do so. In this guide, explore how Service Cloud can help you streamline your agents' access to critical customer information, and how the platform's UI and Lightning development architecture play large roles in that.
Posted: 21 Jul 2016 | Published: 19 Jul 2016

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

How To Unify Contact Centers and Multichannel Communications For a Better Customer Experience
sponsored by SearchCRM
EBOOK: Automation technology can help contact centers tie multichannel communications together and improve customer service. Access this e-book to learn from CRM expert Scott Sachs how to properly set up and execute your multichannel customer service strategy.
Posted: 20 Mar 2015 | Published: 20 Mar 2015

SearchCRM

Four Steps Toward Virtualising Your Contact Centre
sponsored by Genesys
WHITE PAPER: The first step to wowing customers is an organised and efficient contact centre – but how can a business overcome legacy infrastructures to support customers? View this whitepaper now to learn about virtual contact centres, their benefits, and 4 essential steps to streamline your customer experience.
Posted: 13 Aug 2014 | Published: 13 Aug 2014

Genesys
 
 
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