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Web-enabled Call Centers Reports
 
Analyst Report: Contact Centers Must Go Digital
sponsored by Genesys
WHITE PAPER: Preferences for customer service channels are layered, and changing across all ages and demographics. Forrester Research analysts take a look at multi-channel customer use, and identify major gaps in contact center technology and operations.
Posted: 10 Jun 2016 | Published: 03 Apr 2015

Genesys

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

SIP contact centers: Key benefits and potential challenges
sponsored by SearchSecurity.com
EGUIDE: Learn how Session Initiation Protocol (SIP), unified communications (UC) and contact centers fit hand in hand in this e-guide from SearchUnifiedCommunications.com.
Posted: 24 Feb 2012 | Published: 24 Feb 2012

SearchSecurity.com

The Changing Dynamics of Customer Engagement
sponsored by Salesforce.com
WHITE PAPER: Today's healthcare customers, from patients to members, want faster, more responsive service across every channel and on any device — and they want it now. Providing omni-channel service at a cost that makes sense for the business is top of mind for any executive. So how can leaders manage this while delivering best-in-class personalized service?
Posted: 14 Jul 2016 | Published: 14 Jul 2016

Salesforce.com

Call Center Tips to Optimize Agent Performance
sponsored by SearchCRM
EGUIDE: This E-Guide examines how Workforce management tools and other CEM technologies can help agents prioritize and meet performance standards.
Posted: 19 Jul 2013 | Published: 19 Jul 2013

SearchCRM

UPMC Health Plan Optimizes Customer Conversations to Ensure Service Excellence
sponsored by Genesys
CASE STUDY: Consult this case study today to learn how UPMC Health Plan developed an innovative customer service strategy that provided consistent, personal customer experiences, enabled constant service improvements, and more.
Posted: 16 Sep 2013 | Published: 16 Sep 2013

Genesys

3 Keys to a 5-Star Mobile User Experience
sponsored by Hewlett Packard Enterprise
RESOURCE: Access this brief resource to find fast facts about the mobile user experience, and find out why the user experience should be at the top of every enterprise's list. View now to discover how your mobile experience may be handicapping your business and damaging your brand presence.
Posted: 15 Dec 2014 | Published: 15 Dec 2014

Hewlett Packard Enterprise

What Happens When They are Gone?
sponsored by VoltDelta
WHITE PAPER: Access this helpful resource to learn what to ask when searching for a cloud-based contact center tools -- especially interactive voice response (IVR) technology. Discover the hidden "red flags" that signal you to dig a little deeper before selecting a final vendor for your cloud contact center initiatives.
Posted: 24 Oct 2013 | Published: 24 Oct 2013

VoltDelta

Upgrading to Cisco Unified Communications Manager Business Edition 6000
sponsored by Cisco Systems, Inc.
WHITE PAPER: Learn how the Cisco Unified Communications Manager Business Edition enables your employees to collaborate in the office or on the road from desk phones, PCs or Macs, mobile phones, business tablets, or any combination.
Posted: 28 Oct 2011 | Published: 28 Oct 2011

Cisco Systems, Inc.

How to Fine-Tune your Contact Center
sponsored by SearchCRM
EBOOK: With call center software, best business practices can be difficult to navigate. But the payoff is worth investigating. In this handbook, readers find detailed explanations of the latest call center technologies as well as insight on call center management—including schedule and workforce management.
Posted: 07 Aug 2013 | Published: 07 Aug 2013

SearchCRM
 
 
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