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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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How MTM Leveraged Customer Feedback to Improve CX with CallMiner
sponsored by CallMiner
VIDEO: MTM is a leading non-emergency medical transportation broker that sometimes struggles to properly leverage customer feedback. Luckily, that changed after implementing CallMiner. Watch this video to learn about MTM’s experience and the benefits they’ve achieved with the new solution.
Posted: 23 Mar 2020 | Premiered: 23 Mar 2020

CallMiner

Using Automated Scorecards to Improve Agent Performance
sponsored by CallMiner
WHITE PAPER: When Quality Monitoring (QM) and recording processes were introduced, call center supervisors were able to monitor agent activity, but with all the communication channels used today, legacy QM tools are no longer adequate. Download this white paper to learn about a more modern way to create quality scorecards with speech analytics and automation.
Posted: 20 Mar 2020 | Published: 20 Mar 2020

CallMiner

How Holiday Inn Re-vamped their Contact Center with CallMiner
sponsored by CallMiner
WEBCAST: Holiday Inn Club Vacations is a collection of resorts in the U.S. Hoping to expand their contact center and better meet compliance requirements, the company implemented CallMiner’s Eureka platform. Learn about Holiday Inn’s experience and the benefits Eureka helped them realize in this brief video.
Posted: 19 Mar 2020 | Premiered: Mar 19, 2020

CallMiner

The Power of Analytics in the Customer Experience Economy
sponsored by 8x8, Inc.
WHITE PAPER: Download this eBook to learn how companies are using analytics to solve the toughest puzzles of customer experience management and explore 4 tips for using them in your contact center.
Posted: 16 Mar 2020 | Published: 16 Mar 2020

8x8, Inc.

AI, Automation, and the Modern Agent Desktop
sponsored by Appian
WEBCAST: In order to meet new customer experience demands, organizations need to rethink how they are arming agents to deliver the value that customers expect. Watch this webcast to hear two CX experts talk about market trends that are changing the way organizations use customer service and about the 3 keys of valuable contact center customer experience.
Posted: 13 Mar 2020 | Premiered: Mar 13, 2020

Appian

Constructing the Next-Gen Support Agent: Why AI Is Required
sponsored by Coveo
WEBCAST: There’s a lot of discussion around the benefits AI can provide—especially in customer service. But can it really live up to all the hype? Find out in this webinar, which delves into 1 healthcare organization’s experience implementing AI in their self-service strategy and the benefits they achieved.
Posted: 11 Mar 2020 | Premiered: Mar 11, 2020

Coveo

How to avoid a messaging meltdown in your contact center
sponsored by BT
WHITE PAPER: When it comes to messaging channels for your customer support teams, successful implementation takes so much more than making the channel available. Download this white paper for tips on how to avoid a messaging meltdown in your contact center.
Posted: 10 Mar 2020 | Published: 10 Mar 2020

BT

How AI Is Powering the Next Generation of Support Agents
sponsored by SearchUnify
RESOURCE: When it comes to contact center agents, many support teams still rely on manual processes—preventing them from servicing customers in the most efficient, effective way. Luckily, AI and cognitive search can help. Learn how AI is powering the next generation of support agents in this blog post.
Posted: 09 Mar 2020 | Published: 09 Mar 2020

SearchUnify

Transform Your Contact Center with Collaboration Across Your Business
sponsored by 8x8, Inc.
WEBCAST: Watch this webcast to learn about the value of implementing UC capabilities into your contact center, and how 8x8 can help guide the process.
Posted: 06 Mar 2020 | Premiered: Mar 6, 2020

8x8, Inc.

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.

Adding Intelligence to Contact Centers
sponsored by 8x8, Inc.
WEBCAST: Watch this webinar to learn about 8x8’s intelligent IVR technology, which enables a modern contact center to take incoming calls, listen, and evaluate responses automatically to direct callers to the best solution as quickly as possible.
Posted: 02 Mar 2020 | Premiered: Mar 2, 2020

8x8, Inc.

Salesforce and Vonage: The Perfect Combination for Service
sponsored by Vonage
WHITE PAPER: Download this white paper to learn how Vonage Contact Center for Salesforce can help you integrate your communications platform and the data it captures with your customer data in Salesforce to provide exceptional customer service.
Posted: 02 Mar 2020 | Published: 02 Mar 2020

Vonage

How to Move to the Cloud with 8x8
sponsored by 8x8, Inc.
DATA SHEET: In this brief, learn how 8x8 can help organizations migrate their communications and contact center infrastructure to a cloud-based solution in 8 steps.
Posted: 28 Feb 2020 | Published: 28 Feb 2020

8x8, Inc.

The State of Agent Experience and Engagement in Today’s Contact Centers
sponsored by NICE inContact
RESEARCH CONTENT: Improving employee engagement can have multiple ripple effects across an organization— especially in the contact center, where agent experience directly correlates to customer satisfaction. Download this research report to explore key findings on how contact centers can drive satisfaction, engagement, and motivation.
Posted: 25 Feb 2020 | Published: 25 Feb 2020

NICE inContact

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

The AI-Infused Contact Center: First Steps, The Big Picture & What’s to Come
sponsored by NICE inContact
WEBCAST: How can AI make your contact center more productive? Find out in this webinar which features Forrester's Art Schoeller discussing what’s on the horizon for AI and how contact centers can benefit from AI integration.
Posted: 24 Feb 2020 | Premiered: Feb 24, 2020

NICE inContact

Improving Your Agent Experience, 1 Step at a Time
sponsored by NICE inContact
WEBCAST: The more a contact center can engage and motivate agents – the less attrition it will experience, which positively affects customers and the organization. Download this webinar to find out how to boost agent experience maturity and create a better overall CX.
Posted: 24 Feb 2020 | Premiered: Feb 24, 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

Negotiating with Salesforce
sponsored by ClearEdge
WHITE PAPER: Don't negotiate your next Salesforce deal without the correct plan. This download, exclusive to TechTarget members, will provide an overview of the ClearEdge Leverage Management Maturity Model, and drill down into the 4 areas specific to deal execution and how to apply them within your Salesforce negotiation.
Posted: 07 Feb 2020 | Published: 07 Feb 2020

ClearEdge

Right Sizing Your Spend with Salesforce
sponsored by ClearEdge
WHITE PAPER: Sizing your Salesforce deal incorrectly can cost you in the long run. Download now to learn best practices in planning for license additions and reductions with Salesforce. Key components addressed include: lost leverage from under-purchase, why customers over-purchase, how to forecast accurately, and pros and cons of 4 deal structures.
Posted: 07 Feb 2020 | Published: 07 Feb 2020

ClearEdge

Ten considerations for moving your contact center to the cloud
sponsored by Genesys
EBOOK: By evaluating criteria and answering critical questions at the outset, organizations will be able to find the best match for their business goals and requirements. View this ebook to learn the 10 key considerations for selecting a partner and moving to a cloud-based contact center.
Posted: 04 Feb 2020 | Published: 04 Feb 2020

Genesys

CallTower Teams Direct Routing + Five9 Contact Center = POWERFUL
sponsored by CallTower, Inc.
DATA SHEET: Together, CallTower and Five9 empower the Microsoft Teams digital environment to provide a strong, positive customer experience. In this brief, explore the capabilities of CallTower’s Microsoft Teams Direct Routing and Five9 Blended Cloud Contact Center.
Posted: 27 Jan 2020 | Published: 27 Jan 2020

CallTower, Inc.

Evolve IP Drives CARS’ Contact Centers into the Future
sponsored by EvolveIP
CASE STUDY: Charitable Adult Rides and Services (CARS) is a non-profit that enables vehicle donations for charities. As they grew, their call center software became outdated and unintegrated. After searching around, they decided to upgrade with Evolve IP. Learn about CARS’ experience in this case study.
Posted: 14 Jan 2020 | Published: 14 Jan 2020

EvolveIP

Cloud vs. On-Premises: Understanding the Key Differences
sponsored by Fuze
RESOURCE: The only way to understand the advantages of one thing over another is to compare them side-by-side. In this resource, see how Fuze’s cloud communications delivery model compares to traditional premises-based systems.
Posted: 13 Jan 2020 | Published: 13 Jan 2020

Fuze
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