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ALSO CALLED: Customer Call Center Management, Call Centre Management
DEFINITION: Silent monitoring refers to the practice of call center managers or senior agents listening to the interaction between an incoming caller and an agent. Silent monitoring is generally used in training and, on an ongoing basis, to ensure that customer service and productivity goals are being met. While a disclaimer must be offered to the incoming caller to inform them that their call may be recorded,  … 
Call Center Management Reports
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CCaaS Smart Guide: Transform Your Customer Experience
sponsored by Genesys
WHITE PAPER: With contact centers standing at the core of great customer experience companies, experts predict that 85% of these interactions will be non-human in 2020. Use this 25-page guide to understand the necessary steps and ideal use cases for AI and cloud in your contact centers moving forward.
Posted: 12 Dec 2019 | Published: 12 Dec 2019

Genesys

The UK Contact Centre Decision-Maker's Guide 2019-20
sponsored by Genesys
WHITE PAPER: Download this 22-page guide to learn about 8 potential uses cases for AI within your own contact center.
Posted: 12 Dec 2019 | Published: 12 Dec 2019

Genesys

How To Turn Your Contact Centre Agents Into CX Heroes
sponsored by Genesys
WHITE PAPER: Use this whitepaper for 5 ways you could help your contact center employees improve at their roles and improve your intrapersonal CX processes.
Posted: 11 Dec 2019 | Published: 11 Dec 2019

Genesys

Top 5 CX Technology Trends for Midsize Contact Centres
sponsored by Genesys
WHITE PAPER: Download this whitepaper, which dives into 5 key trends of CX that will impact call center success heading into 2020.
Posted: 11 Dec 2019 | Published: 11 Dec 2019

Genesys

What Are The Contact Center Trends Of Tomorrow – And How Can You Prepare?
sponsored by Genesys
VIDEO: The future of top-tier customer experience is heading for self-service. But how should businesses bridge themselves towards this hyper-efficient initiative? Find out in this video which dives into the 10-year goals customer-centric businesses should prioritize as they plan for 2020 projects.
Posted: 10 Dec 2019 | Premiered: 10 Dec 2019

Genesys

Contact centers are evolving: 5 capabilities you need now
sponsored by Pegasystems
WHITE PAPER: With modern customer experience goals centered around frictionless and personalized touchpoints, call center capabilities have advanced in order to accommodate new standards. Open this call center guide, which details 5 new capabilities critical to call center success, and 4 factors driving call center approach adjustments.
Posted: 10 Dec 2019 | Published: 10 Dec 2019

Pegasystems

Innovative Ways To Address The Top 3 Agent Empowerment Challenges
sponsored by Talkdesk
RESEARCH CONTENT: Contact centers are struggling to keep their agents engaged. The word “empowerment” is regularly offered up as an end-all-be-all solution for driving culture improvement, but what does it really mean to empower agents? Find out in this trend report, which explores what it really means to empower your team members.
Posted: 27 Nov 2019 | Published: 27 Nov 2019

Talkdesk

The UK Contact Center Decision-Maker’s Guide 2018-19
sponsored by 4Net
ANALYST REPORT: The "UK Contact Center Decision-Makers’ Guide (2018/19 - 16th edition)" is a major annual report studying the performance, operations, technology and HR aspects of UK contact center operations. Download the report to uncover 7 of the major pain points and issues that affect the contact center industry and recommendations for solving these issues.
Posted: 14 Nov 2019 | Published: 14 Nov 2019

4Net

How to Ensure a 360-Degree Customer View
sponsored by Appian
WEBCAST: In this recorded webinar, hear from Appian Contact Center expert Todd Marthaler and eWEEK Market Expert Michael Kreiger on best practices to ensure customer service agents are armed with the exact data they need to deliver the very best customer experiences.
Posted: 05 Nov 2019 | Premiered: Nov 5, 2019

Appian

Contact Center
sponsored by NWN Corporation
PRODUCT OVERVIEW: NWN Contact Center helps deliver superior customer experiences and increased profitability levels for their customers by providing a complete digital solution, including a comprehensive analytics engine. Read this solution brief to learn how NWN helps its customers work around many common customer experience-based pain points.
Posted: 07 Oct 2019 | Published: 07 Oct 2019

NWN Corporation

CX Technology Could vs. Should
sponsored by Avtex
WEBCAST: Begin with your own customer experience definition—watch this webinar to learn how to define your CX needs and then choose the tool that will deliver you the best return.
Posted: 02 Oct 2019 | Premiered: Oct 2, 2019

Avtex

A DMI Consumer Survey
sponsored by DMI Inc
WHITE PAPER: Discover key findings from a consumer practices survey, and actionable guidance from experts on e-commerce, CX, AI and more by reading this white paper—and then turn the insights into CX improvements that deliver added consumer convenience.
Posted: 02 Oct 2019 | Published: 02 Oct 2019

DMI Inc

Conversational UX: The Why and How of Chat Strategy
sponsored by Avtex
WEBCAST: Watch this webinar to learn how a more conversational UX can create a seamless, 24/7-ready CX and free up your agents for more complex problems.
Posted: 27 Sep 2019 | Premiered: Sep 27, 2019

Avtex

Improving Customer Experience Through Enhanced Employee Experience
sponsored by Avtex
WEBCAST: View this webinar from Avtex to discover the direct impact your employee satisfaction has on customer experiences. Review strategies for improving contact center agent efficiency and satisfaction, and uncover the benefits of integrating contact center and CRM platforms.
Posted: 26 Sep 2019 | Premiered: Apr 4, 2018

Avtex

Implementing a Virtual Contact Center for Government
sponsored by Verizon
PRODUCT OVERVIEW: Setting up a new contact center solution can be complex and expensive. And, if your contact center doesn't integrate with your systems, it can be a big problem for your overall citizen experience. Find out how you can simplify the daunting process by using Verizon's Virtual Contact Center for Government in this white paper.
Posted: 25 Sep 2019 | Published: 25 Sep 2019

Verizon

Integrating CRM and Contact Center Technologies to Improve Customer Experience
sponsored by Avtex
WHITE PAPER: View this white paper to learn how your organization can improve contact center performance and customer satisfaction with a CRM integration. Review how a CRM integration can help provide superior customer service on first contact, and learn what to look for in a contact center and CRM integration software.
Posted: 25 Sep 2019 | Published: 31 Dec 2017

Avtex

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

Talkdesk GDPR Compliance
sponsored by Talkdesk
EBOOK: In this e-book, discover what steps Talkdesk has taken to ensure compliance with General Data Protection Regulation (GDPR). Get a comprehensive overview of Talkdesk personal data processing protocols, and review how Talkdesk ensures data security, controls third-party access to personal data, and more.
Posted: 04 Sep 2019 | Published: 04 Sep 2019

Talkdesk

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

The Secret Recipe: Transforming Best-In-Class Contact Centers
sponsored by Talkdesk
WEBCAST: Improved customer retention, customer satisfaction, and agent productivity; these are just 3 ways that an intelligent contact center platform can bring remarkable value to your business. Watch this webinar to learn how you can transform your contact center for the better—with a little help.
Posted: 27 Aug 2019 | Premiered: Aug 27, 2019

Talkdesk

2019 Talkdesk Contact Center KPI Benchmarking Report
sponsored by Talkdesk
WHITE PAPER: Read this contact center KPI and benchmarking report to learn the role of key performance indicators and how to appropriately define success across common metrics—so you can set and achieve the goals that matter most to your organization.
Posted: 27 Aug 2019 | Published: 27 Aug 2019

Talkdesk

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
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