All Research Sponsored By:Five9

Why Integrate Microsoft Teams and Your Contact Center
DATA SHEET: According to a report, 87% of customers agree that great customer service is important to them when deciding whether to do business with a company, and 72% expect agents to resolve their customer service issues in 15 minutes or less. Access this white paper to learn how you can meet and manage these expectations.
Posted: 16 Aug 2022 | Published: 16 Aug 2022


Contact Center From NWN Carousel
WHITE PAPER: Due to the “always-ready” nature of contact centers, many companies have integrated cloud services in order to keep up with expectations. However, most are challenged with managing data across multiple platforms, making it difficult to keep up. Access this white paper to learn how to put your organization in the best position possible.
Posted: 04 Aug 2022 | Published: 04 Aug 2022


Contact Center Webinar
WEBCAST: Watch this webinar to learn more about the recent shift of contact centers to the cloud and how that transformation has allowed organizations to survive and thrive in a hybrid work environment.
Posted: 15 Jul 2022 | Premiered: Jul 15, 2022


Managing the Hybrid Workforce
WEBCAST: Watch his webinar for detailed look at the current state of hybrid work, as it can provide tips for more managing a more efficient workforce through IT solutions and experience management platforms to learn how you can improve the hybrid experience for your organization.
Posted: 11 Jul 2022 | Premiered: Jul 11, 2022


Modernize your Contact Center to Improve Customer Service
BLOG: Check out this blog post for a roundup of 2022 contact center trends, with strategies for delivering the right balance between automation and the human touch to your customers.
Posted: 08 Jul 2022 | Published: 09 Jul 2022


2022 Strategy: Transform Your Cloud Contact Center Experience for Employees & Customers
WHITE PAPER: Hybrid work has brought on new demands for contact centers, and it’s necessary to find a solution that provides the features to meet current needs. But it can seem daunting to start a search for an infrastructure. Read this white paper to learn how your organization can implement a cloud contact center solution today.
Posted: 30 Jun 2022 | Published: 30 Jun 2022


Five9 Digital Engagement
DATA SHEET: Customers expect options when communicating digitally, and users are placing increased importance on the omnichannel experience that’s offered to them when contacting your organization, so it’s necessary for your company to have a fully integrated engagement system. Download this data sheet to learn how Five9 Digital Engagement can help.
Posted: 29 Jun 2022 | Published: 29 Jun 2022


Contact Centers: How Gartner's Criteria Shook Up Vendor Rankings
EGUIDE: Uncover why organizations are shifting to contact center as a service (CCaS) to replace their current infrastructure.
Posted: 03 Oct 2017 | Published: 03 Oct 2017

Take Advantage of Multi-Channel to Improve CEM
EGUIDE: In this expert e-guide, explore the benefits and business drivers of integrating your data across all channels. Discover what tools and strategies you'll need to achieve a truly integrated, cross-channel customer experience.
Posted: 10 Oct 2014 | Published: 10 Oct 2014

Multichannel Contact Centers: Metrics and Realities
EGUIDE: This expert e-guide discusses the new multichannel realities of the contact center and explores how technologies have started to reflect these changes, as well as tips for benchmarking these new metrics. While there is no agreed-upon industry standard for call center metrics, you can review 11 of the most important ones inside.
Posted: 03 Jun 2014 | Published: 03 Jun 2014

Contact Center Metrics and Performance Management
EGUIDE: This expert e-guide provides tips and best practices for working with new contact center metrics to ensure customer satisfaction through every communication channel. Learn how to determine and implement a set of key performance indicators (KPIs) for new channels such as mobile and social media, as well as how to formalize CCPM for optimum results.
Posted: 21 May 2014 | Published: 21 May 2014

New Analytics Approach Needed for Contact Center Success
EGUIDE: This exclusive e-guide features advice from experts on how to take your contact center from good to great with the right metrics for success. You'll also learn how to make better use of the large amounts of social data that are entering CRM systems with the right analytics approach.
Posted: 21 May 2014 | Published: 21 May 2014

Multi-Channel Contact Center Metrics for Analyzing Customer Satisfaction
EGUIDE: This exclusive e-guide discusses the contact center metrics necessary to measure customer experience across multiple channels, including: chat, communities, email, social media, text messaging, and more.  Also, get an in-depth look at social media channels and how to avoid the top five pitfalls of social media in the contact center.
Posted: 14 Mar 2014 | Published: 14 Mar 2014

Contact Center's Strategic Role Within Broader CEM Initiatives
EGUIDE: This expert e-guide provides best practices for connecting the contact center and IT departments for stronger collaboration and overall CEM success.  Learn more about the strategic role the contact center can play in overall CEM initiatives by reading now.
Posted: 13 Mar 2014 | Published: 13 Mar 2014

Contact Center: Mobile Apps and KPI to Boost Customer Satisfaction
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

The Hidden ROI of a Cloud-based Contact Center
ANALYST REPORT: Access this report from Aberdeen Group to examine some of the top business drivers for cloud-based contact centers. You'll also explore the benefits that the cloud offers contact centers, and how it improves customer experience over traditional call center deployments.
Posted: 30 Sep 2013 | Published: 31 Jan 2013

Overhauling a Legacy Contact Center: Starting Steps
EGUIDE: Overhauling legacy contact center technology is often costly and time-consuming, but it doesn't have to be. This expert e-guide offers advice on deciding when it's time to upgrade your contact center, making the business case for an overhaul, and important change management considerations.
Posted: 10 May 2013 | Published: 10 May 2013

Cost-Saving Tips for Contact Centers
EGUIDE: For service organizations looking to cut costs, the contact center is the go-to department, seeing as it often has high staffing counts within the company. Check out this expert e-guide to learn how you can effectively identify opportunities and decrease spending in your contact center, without sacrificing customer experience.
Posted: 10 May 2013 | Published: 10 May 2013