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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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InteractionSync: Solving Agent Efficiency Issues and Increasing Contact Center Productivity
sponsored by Avtex
WHITE PAPER: How can your organization improve agent efficiency and increase contact center productivity? View this white paper, and learn how Avtex InteractionSync can help your contact center boost efficiency and agent productivity, and decide if InteractionSync is right for your organization.
Posted: 19 Sep 2019 | Published: 31 Dec 2017

Avtex

Cloud Contact Center: Control Your Costs, Empower Your Agents, and Create Happy Customers
sponsored by Verint Systems
WHITE PAPER: View this report to explore how the adoption of cloud technology is impacting the future of the contact center. Review the top reasons driving contact centers to invest in the cloud, and decide if cloud technology is right for your organization.
Posted: 18 Sep 2019 | Published: 31 Jul 2018

Verint Systems

How to Optimize CX Through Your Contact Center
sponsored by Verizon
WHITE PAPER: There are current technology offerings that can help cure common contact center issues and improve key metrics, all while driving better customer experiences—read this white paper to find out what they are and how they can work for you.
Posted: 03 Sep 2019 | Published: 03 Sep 2019

Verizon

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

AI for CX: Practical Investments, Proven Return
sponsored by NICE inContact
WHITE PAPER: Artificial Intelligence (AI) is possibly the greatest untapped resource for companies looking to transform customer and business outcomes. Read this white paper to discover 3 proven methods to improve customer experience with AI technologies.
Posted: 16 Aug 2019 | Published: 16 Aug 2019

NICE inContact

11 Reasons Why Customer Service Chatbots Fail
sponsored by eGain Communications Corp.
WHITE PAPER: It's going to take a little extra persuasion on the business end to make sure customers aren't feeling ignored or deflected by chatbot interactions—so, read this white paper for 11 reasons why customer service chatbots fail.
Posted: 15 Aug 2019 | Published: 15 Aug 2019

eGain Communications Corp.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center
sponsored by eGain Communications Corp.
WHITE PAPER: AI is a hot topic in most sectors of business right now, and if it isn't on the radar of call center managers—it should be. Some of AI's most practical uses can be exemplified in call center customer engagement. Read this white paper for 6 killer applications for AI in customer service and customer support software.
Posted: 15 Aug 2019 | Published: 15 Aug 2019

eGain Communications Corp.

The Evolving Contact Center: From Call Center to Customer Experience Center
sponsored by Burwood
WHITE PAPER: In this white paper, learn how to upgrade your contact center's capabilities through understanding and meeting the demands of the 21st century consumer. Explore the 3 stages of a successful contact center evolution, and review guiding principles for leveraging your customer service center.
Posted: 12 Jun 2019 | Published: 12 Jun 2019

Burwood

It's Good to Talk Even in a High Tech World
sponsored by British Telecommunications PLC
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

British Telecommunications PLC

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

Optimizing the Agent Journey to Perfect the Customer Journey
sponsored by Avaya
WHITE PAPER: With this white paper, discover how updated quality management and workforce management tools can help contact centers create a first-class customer experience, and learn how to create a more empowered, engaged workforce through the use of omnichannel workforce management tools.
Posted: 08 Apr 2019 | Published: 31 Dec 2018

Avaya

The Road to Transforming the Customer Service Experience
sponsored by ServiceNow
WHITE PAPER: According to Forrester, 63% of consumers will stop doing business with a brand due to poor customer service. In this white paper, learn how to prevent customer dissatisfaction, and uncover the essential features of a competitive customer service strategy.
Posted: 20 Feb 2019 | Published: 20 Feb 2019

ServiceNow

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
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