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ALSO CALLED: Call Centres
DEFINITION: An inbound call center is one that exclusively or predominately handles inbound calls (calls initiated by the customer) rather than outbound calls. A call center may handle either only inbound or outbound calls or might deal with a combination of the two.
Call Centers White Papers (View All Report Types)
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Let’s Get Real About Speech Analytics
sponsored by 8x8, Inc.
WHITE PAPER: Download this eBook to learn about some of the most prevalent myths that prevent organizations of all sizes from successfully adopting speech analytics and unleashing its full potential.
Posted: 04 Mar 2020 | Published: 04 Mar 2020

8x8, Inc.

Deploying Microsoft Teams with Phone Systems
sponsored by EvolveIP
WHITE PAPER: In white paper, dive into the major considerations you’ll want to think through when looking to integrate Microsoft Teams with your phone system.
Posted: 26 Feb 2020 | Published: 26 Feb 2020

EvolveIP

Building a Business Case for Cloud-Based Contact Center Solutions
sponsored by NICE inContact
WHITE PAPER: While it is possible to deliver a great personalized experience to customers without technology when a company is small, it is not as easy once the business gains scale.When this occurs, experts recommend adopting a cloud contact center. Download this white paper to learn how to build a compelling business case when considering a move to the cloud.
Posted: 25 Feb 2020 | Published: 25 Feb 2020

NICE inContact

Is AI Really What Customers Want?
sponsored by BT
WHITE PAPER: Chances are, your vision of the contact center of the future includes a smoothly running omnichannel set up, with AI taking the lead in transactions. But how close is this utopia? And is it what consumers really want? Find out in this white paper, which delves into research on what consumers really want from their contact center CX.
Posted: 21 Feb 2020 | Published: 21 Feb 2020

BT

The Phone is Dead; Long Live the Phone
sponsored by BT
WHITE PAPER: After 10 years of tracking a gradual decline in customer preferences to call, British Telecommunications’ new global Autonomous Customer survey is showing a radical resurgence of one of the oldest channels of all: voice. Explore BT’s research around the revitalization of phone channels — and how you can adjust your strategy in this white paper.
Posted: 20 Feb 2020 | Published: 20 Feb 2020

BT

Secrets to a successful contact center migration
sponsored by Genesys
WHITE PAPER: Right now, contact centers are shifting away from existing systems and toward the cloud. This guide offers 7 tips to ensure your contact center migration to the cloud is a successful one, with insight into how to search for the best path to the cloud and choosing the right cloud provider. Stay ahead of the pack. Read the guide to learn more.
Posted: 29 Jan 2020 | Published: 29 Jan 2020

Genesys

Twelve signs you’re ready to upgrade to a cloud contact center
sponsored by Genesys
WHITE PAPER: It can be hard to meet customer expectations when your contact center agents are more focused on tech problems surrounding calls than the customer calls themselves. That's why organizations are upgrading to a cloud-native contact center that focuses on collaboration. This guide lists 12 benefits of a cloud contact center. Read the guide here.
Posted: 29 Jan 2020 | Published: 29 Jan 2020

Genesys

Pocket Guide to Contact Center Management Terms
sponsored by Talkdesk
WHITE PAPER: Keeping up with the ever-growing amount of acronyms and technologies in the contact center sector is a constant challenge. Fortunately, you can use this pocket guide to contact center management terms to ensure that you are up-to-date with the terminology you need to know.
Posted: 30 Aug 2019 | Published: 30 Aug 2019

Talkdesk

The Intelligent Contact Center
sponsored by Talkdesk
WHITE PAPER: Intelligent contact centers are changing customer care methods from being solely reactionary to being more holistic and data-driven. Read this white paper to learn how you too can transform your contact center with intelligent customer data integration—creating a brand that faces the test of time.
Posted: 29 Aug 2019 | Published: 29 Aug 2019

Talkdesk

Call Center Quality Assurance Guide
sponsored by CallMiner
WHITE PAPER: In this guide, discover everything you need to know about creating and maintaining call center quality assurance. Uncover the problems created by poor call center quality assurance, and learn how to resolve call center quality management issues with a robust call center quality assurance strategy.
Posted: 28 Aug 2019 | Published: 28 Aug 2019

CallMiner

Future-Proof Your Contact Center: A Guide to Improving Employee Experience, Customer Experience, and Technology
sponsored by Talkdesk
WHITE PAPER: Thanks to major innovations in tech (and the businesses that make use of them best,) customer expectations have grown exponentially. Download this customer service toolkit to help future-proof your contact center, building a base for success that holds strong throughout the coming years.
Posted: 26 Aug 2019 | Published: 26 Aug 2019

Talkdesk

The Real Cost of Downtime: How to Understand the Impact of Contact Center Outages
sponsored by Talkdesk
WHITE PAPER: A contact center outage is one of the most potentially damaging events that can occur to a business—often resulting in revenue loss or terminally damaged customer relationships. Read this white paper to learn the real cost of contact center downtime, and how to best deal with it.
Posted: 26 Aug 2019 | Published: 26 Aug 2019

Talkdesk

Talkdesk: Enterprise Cloud Contact Center for the Digital World
sponsored by Talkdesk
WHITE PAPER: In this white paper, explore the product features and benefits of a Talkdesk cloud-native enterprise contact center. Review how Talkdesk can help your organization improve service delivery and quality of service, and decide if Talkdesk is right for your organization.
Posted: 23 Aug 2019 | Published: 23 Aug 2019

Talkdesk

How Relevant is Your Organization? Explore the Coveo Customer Service Relevance Maturity Model
sponsored by Coveo
WHITE PAPER: View this white paper to discover how a relevance maturity model can be used to help your organization recognize where they are, where they want to go, and how to get there. Review how a relevance maturity model can help improve customer satisfaction and support, and explore your software options with Coveo.
Posted: 19 Aug 2019 | Published: 19 Aug 2019

Coveo

It's Good to Talk Even in a High Tech World
sponsored by BT
WHITE PAPER: View this white paper to learn how those in the media and technology industry can improve their customer service experience through the use of a strong voice channel.
Posted: 07 Jun 2019 | Published: 07 Jun 2019

BT

24x7 Customer Service Without Additional Headcount
sponsored by Serviceaide
WHITE PAPER: Download this white paper to learn how the IT service desk demonstrates how the internal CX is influenced by the journey through interaction touchpoints, and why achieving this often requires a redesign of company culture, new technology, and modernized processes.
Posted: 30 Apr 2019 | Published: 30 Apr 2019

Serviceaide

Integrated CCaaS and UCaaS Competitive Strategy Innovation and Leadership Award
sponsored by 8x8, Inc.
WHITE PAPER: In this white paper, learn about a provider that offers a comprehensive cloud-based communications, collaboration, and contact center solution on a single technology platform.
Posted: 01 Feb 2019 | Published: 01 Feb 2019

8x8, Inc.

Cloud Contact Centers and the Future of Customer Experience
sponsored by Mitel Networks Limited
WHITE PAPER: Learn how to turn your contact center into a strategic asset by adapting to the changing world around you. Delve into the 3 major factors influencing contact center evolution, and discover what you can do to keep up with the changing customer service landscape.
Posted: 18 Jan 2019 | Published: 31 Dec 2018

Mitel Networks Limited

Extending Skype for Business into the Contact Center
sponsored by West IP Communications
WHITE PAPER: Learn how to extend capabilities for tools like Skype for Business into a cloud-based contact center.
Posted: 28 Jun 2018 | Published: 28 Jun 2018

West IP Communications

Delivering Exceptional Customer Experience With CCaaS
sponsored by West IP Communications
WHITE PAPER: Learn about the pros and cons of a cloud-based contact center as a service (CCaaS) platform that's designed to help streamline unified communications and enable customer service teams meet consumers on their channels of choice.
Posted: 27 Jun 2018 | Published: 27 Jun 2018

West IP Communications

The Benefits of Unified Communications as a Service
sponsored by West IP Communications
WHITE PAPER: Learn how you can transform your professional services business with unified communications as a service, and deliver superior customer experiences. Explore 6 key benefits of leveraging cloud communications tools, and real-life case studies of businesses that used the cloud to solve key problems.
Posted: 22 Sep 2017 | Published: 22 Sep 2017

West IP Communications

The Truth Behind 6 Call Recording Myths
sponsored by West IP Communications
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 IP Communications

10 Golden Rules Of Outbound Contact Center Campaigns
sponsored by West IP Communications
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 IP Communications

10 Rules For An Efficient Contact Center
sponsored by West IP Communications
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 IP Communications

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
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