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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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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

2019 NICE inContact Customer Experience (CX) Transformation Benchmark
sponsored by NICE inContact
RESEARCH CONTENT: The NICE inContact Customer Experience (CX) Transformation Benchmark is based on two global surveys—one of consumers and one of contact center decision-makers. Find these survey results in this report for help better understanding and improving the customer service experience.
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.

How CXone Empowers Contact Center Managers
sponsored by NICE inContact
VIDEO: View this brief video to discover how NICE CXone can help contact center management easily monitor and quickly respond to customer queries while driving agent performance, and decide if CXone is right for your organization.
Posted: 15 Aug 2019 | Premiered: 15 Aug 2019

NICE inContact

How CXone Empowers Contact Center Agents
sponsored by NICE inContact
VIDEO: View this brief video to learn how NICE CXone can help your contact center reduce training time, improve agent retention, and streamline true omnichannel interaction.
Posted: 15 Aug 2019 | Premiered: 15 Aug 2019

NICE inContact

'Alexa, How Are My SLAs?' Omega World Travel Uses Innovation and CXone to Deliver Outstanding Service
sponsored by NICE inContact
CASE STUDY: View this case study to learn how Omega World Travel, one of the largest travel management companies in the United States, overcame the problems of their third-party hosted cloud solutions and struggling CX with NICE CXone.
Posted: 14 Aug 2019 | Published: 14 Aug 2019

NICE inContact

Magic Quadrant for Contact Center as a Service, North America
sponsored by 8x8, Inc.
ANALYST REPORT: North America's CCaaS market has matured to provide application leaders responsible for customer service and support with a range of competitive offers to consider as substitutes for traditional on-premises contact center infrastructure. Learn about 10 vendors and their current offerings in this Gartner report.
Posted: 02 Aug 2019 | Published: 02 Aug 2019

8x8, Inc.

The Future of Support Interactions
sponsored by LogMeIn, Inc.
RESEARCH CONTENT: Download this research report to explore the 3 themes that could impact the experience technology firms deliver to customers with implications across corporate culture including people, process and technology of technical support.
Posted: 30 Jul 2019 | Published: 30 Jul 2019

LogMeIn, Inc.

The Three Customer Service Megatrends In 2019: As AI Eats Jobs, Agents Are More Valued
sponsored by Genesys
WHITE PAPER: Read this white paper for the top customer service trends right now for application development and delivery pros, and the growing importance of "superagents."
Posted: 29 Jul 2019 | Published: 29 Jul 2019

Genesys

The De Facto for Contact Center Experience: AI in the Contact Center Research
sponsored by Avaya
ANALYST REPORT: In this May 2019 research report, learn about the 5 areas of interest about AI in a contact center.
Posted: 25 Jul 2019 | Published: 01 May 2019

Avaya

Customer Service Best Practices
sponsored by Genesys
EBOOK: How do you guarantee the success of your customer experience strategy? In this e-book, discover how to improve your existing customer experience strategy through the integration of customer service best practices from Genesys, and explore 5 ways to deal with customer challenges and burnout.
Posted: 12 Jul 2019 | Published: 12 Jul 2019

Genesys

The Essential Migration Checklist for Identifying the Right Customer Experience Solution
sponsored by Genesys
RESOURCE: Start your customer experience migration journey today. View this essential migration checklist for identifying the right customer experience solution, and explore how this migration checklist can help jumpstart your customer experiences and business outcomes.
Posted: 12 Jul 2019 | Published: 12 Jul 2019

Genesys

Your Path, Your Way: 3 Options for Transforming Your Legacy Contact Center
sponsored by Genesys
EBOOK: In this e-book, discover how to transform your contact center with Genesys. Learn how to maximize your customer experience platform migration options while minimizing risk and disruption, and explore how the cloud can help improve your migration prospects.
Posted: 11 Jul 2019 | Published: 11 Jul 2019

Genesys

Achieve CX Optimization with Call Center Transformation
sponsored by Squelch
EGUIDE: In this guide, learn how call center optimization can improve your CX strategy. Discover 5 common customer support problems affecting your CX, and learn how call center transformation can increase business value and drive customer satisfaction.
Posted: 03 Jul 2019 | Published: 01 Jul 2019

Squelch

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 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

CCW Market Study: The Future of the Contact Center
sponsored by Appian
RESEARCH CONTENT: In this market study, discover the popular investment areas shaping the development of the modern contact center. Explore the urgent investment priorities for contact centers looking to modernize their everyday processes, and review how your organization's contact center can benefit from intelligent technology.
Posted: 14 May 2019 | Published: 30 Nov 2018

Appian

Key to Intelligent Customer Experience in Financial Services: Data-Driven Decisions That Don't Comprise Privacy
sponsored by Appian
WEBCAST: Download this webinar to listen to Julien Corbe, Financial Services Advisory Leader at PwC, and Michael Heffner, VP of Global Industry at Appian, as they discuss how financial institutions can evolve customer experiences by leveraging automation, AI, and other emerging technologies.
Posted: 08 May 2019 | Premiered: May 8, 2019

Appian

The Appian Intelligent Contact Center Platform
sponsored by Appian
VIDEO: In this video, learn how an intelligent contact center platform from Appian can help your organization achieve a 60% increase in customer satisfaction and average cost savings of over 40%. Review Appian product features, and decide if an intelligent contact center is right for you.
Posted: 02 May 2019 | Premiered: 02 May 2019

Appian

Contact Center Success with Appian
sponsored by Appian
VIDEO: Contact center complexity is a major issue. In this video, learn why the world's leading enterprises are turning to intelligent contact centers, and review your software options with Appian.
Posted: 02 May 2019 | Premiered: 17 Jan 2019

Appian

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

Is Customer Experience (CX) More Important Than Product?
sponsored by Squelch
RESOURCE: The key to a successful CX culture is developing a sense of connection. At its most basic level, this connection must exist between customer support and success agents and the company itself, as agent satisfaction is critical to the overall success of a business. In this resource, learn how to create a winning CX by providing a seamless experience.
Posted: 30 Apr 2019 | Published: 08 Mar 2019

Squelch

How to Improve Customer Service Agent Satisfaction to Enhance CX and Your Bottom Line
sponsored by Squelch
RESOURCE: In this article, learn how improving your customer service agents' satisfaction can enhance CX and drive your business' bottom line. Discover how CX and customer service satisfaction are linked, and uncover how to get the most out of your support team.
Posted: 26 Apr 2019 | Published: 23 Nov 2018

Squelch
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