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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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Enterprise Engagement Magement Platform - Moving towards an Integrated Approach
sponsored by 8x8, Inc.
RESEARCH CONTENT: This IDC white paper explores how UCC tools can support customer experience initiatives and increase satisfaction. Plus, learn about 8x8's Enterprise Engagement Management platform, a fully integrated cloud communications and cloud contact center tool.
Posted: 28 Mar 2018 | Published: 31 Mar 2018

8x8, Inc.

Use Gamification and Workforce Optimization to Help Improve Your Customer Experience
sponsored by Verizon
VIDEO: Learn about the right tools to kindle employee excitement and the importance of attracting and retaining high quality talent with workforce optimization. Also uncover why you need to provide unique, personalized CX to gain new customers and keep the ones you have.
Posted: 22 Mar 2018 | Premiered: 05 Oct 2016

Verizon

Better, Faster, Shorter: Engaging Customers and Resolving Issues With New Contact Center Tools
sponsored by Verizon
WEBCAST: Hear from Alla Reznik and Jessica Smith from Verizon about the importance of the customer experience and how your organization can make the move from contact centers to experience centers while capturing the voice of the customers.
Posted: 22 Mar 2018 | Premiered: Oct 10, 2016

Verizon

Transformation of Customer Experience with Cloud-Based Customer Engagement Applications
sponsored by Genesys
WHITE PAPER: Discover how organizations can create value through cloud-based customer engagement solutions, and substantially improve the quality of customer experience they offer by learning about the trends, drivers, inhibitors, technologies, and challenges that are impacting the adoption.
Posted: 22 Mar 2018 | Published: 22 Mar 2018

Genesys

Potential Cost Savings and Benefits of a Cloud-Based Omnichannel Contact Center
sponsored by Genesys
RESEARCH CONTENT: In this Forrester Research Total Economic Impact report, learn about the potential financial effects of a modern, cloud-based contact center management platform.
Posted: 21 Mar 2018 | Published: 31 Dec 2017

Genesys

Shining a Light on Cloud-Based Contact Centers
sponsored by Genesys
RESEARCH CONTENT: This TEC spotlight report examines a cloud-based contact center management platform. Find out how to support omnichannel customer engagement processes and discover how you can manage workforce collaboration, communications, and engagement workflows on a single platform.
Posted: 20 Mar 2018 | Published: 30 Nov 2017

Genesys

The Financial Impact of Cloud-Based Contact Centers
sponsored by Genesys
RESEARCH CONTENT: In this Forrester Research Total Economic Impact report, learn about the potential financial effects of deploying a cloud-based platform for managing omnichannel contact centers.
Posted: 20 Mar 2018 | Published: 31 Dec 2017

Genesys

Contact Center Trends to Watch
sponsored by ShoreGroup
WHITE PAPER: This white paper identifies 5 emerging contact center trends that will have a real impact on what's considered standard in the coming years. By considering these trends, you can see how your organization measures up and develop the strategies needed to guide future contact center development.
Posted: 19 Mar 2018 | Published: 19 Mar 2018

ShoreGroup

eBook: Contact Center Economics and the Cloud
sponsored by Genesys
EBOOK: If you are considering the right deployment model for your contact center, economic guidelines can help you choose the solution that is best for your company. Cloud, on-premises or hybrid. Inside, uncover how different criteria can affect your choice.
Posted: 13 Mar 2018 | Published: 31 Dec 2017

Genesys

Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017 - 18
sponsored by Genesys
ANALYST REPORT: With all the options in the rapidly changing marketplace for cloud-based contact centers, it's a challenge to find the right solution for your business. Learn why Genesys has been positioned as a leader who has solutions for businesses of all sizes and in all industries around the world.
Posted: 13 Mar 2018 | Published: 13 Mar 2018

Genesys

eBook: Blended AI for Customer Experience
sponsored by Genesys
EBOOK: Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide.
Posted: 13 Mar 2018 | Published: 31 Dec 2017

Genesys

Forrester Study: Cost Savings and Benefits of a Cloud-Based Omnichannel Contact Center Solution
sponsored by Genesys
RESEARCH CONTENT: The beauty of cloud-based platforms is that they are adaptable and truly scalable to any sized business. Whether you're a small company looking to improve your communications or a new company ready to implement a platform to grow with the business, cloud-based solutions keep you covered.
Posted: 13 Mar 2018 | Published: 31 Dec 2017

Genesys

Frost & Sullivan: Update Your Contact Center Today or Risk Losing Business Tomorrow
sponsored by Genesys
ANALYST REPORT: Future-proof your contact center with omnichannel at the center of your digital transformation. It eliminates siloes so your customers get the seamless experience they expect. Learn how to manage the entire customer journey with a single, integrated view of all interactions.
Posted: 13 Mar 2018 | Published: 31 Dec 2017

Genesys

Forrester Study: The Total Economic Impact™ Of Genesys PureCloud
sponsored by Genesys
RESEARCH CONTENT: Historically, upgrading your contact center solution was a costly endeavor. The Genesys® PureCloud™ solution breaks the mold with a three-year 571% ROI and payback in less than three months.
Posted: 13 Mar 2018 | Published: 13 Mar 2018

Genesys

eBook: Your Definitive IVR Playbook
sponsored by Genesys
EBOOK: Customer interactions, across all channels, are of strategic importance in today's world. Inside, learn how you can meet the criteria your customers place the emphasis on.
Posted: 12 Mar 2018 | Published: 31 Dec 2017

Genesys

eBook: Not All Cloud Contact Center Platforms Are Created Equal
sponsored by Genesys
EBOOK: Everyone says they're "in the cloud," but most technology leaders would agree that not all clouds are created equal. When evaluating a cloud contact center solution for your business, it's important to understand the difference between a true Cloud 2.0 application and traditional software.
Posted: 12 Mar 2018 | Published: 31 Dec 2017

Genesys

Forrester Study: Artificial Intelligence with the Human Touch
sponsored by Genesys
RESEARCH CONTENT: See how enterprises around the world use AI to improve customer service and uncover new revenue streams, the challenges they overcame, and why a blended solution with live agents makes sense.
Posted: 12 Mar 2018 | Published: 30 Nov 2017

Genesys

ContactBabel: The US Contact Center Decision-Makers' Guide
sponsored by Genesys
ANALYST BRIEF: Your customers expect effortless and personalized engagement across all their channels. Delivering exceptional customer service requires the platform, infrastructure, applications and resources to identify, route and switch interactions seamlessly between agents and channels, while keeping relevant data available throughout the customer journey.
Posted: 12 Mar 2018 | Published: 12 Mar 2018

Genesys

Architecture Spotlight: Three Considerations When Choosing Cloud for your Contact Center
sponsored by Genesys
WHITE PAPER: A cloud contact center can offer many advantages in performance, scalability and security, compared to an on-premise contact center infrastructure. To maximize these advantages, it's important to determine how best to leverage the cloud to meet your business's specific needs.
Posted: 12 Mar 2018 | Published: 31 Dec 2016

Genesys

Ovum Decision Matrix Selecting a Multichannel Cloud Contact Center Solution
sponsored by Genesys
ANALYST REPORT: In this Ovum report, explore several leading cloud contact center solutions, with particular emphasis on the ability of providers to handle multichannel customer interactions with customer and company data.
Posted: 23 Feb 2018 | Published: 31 Dec 2017

Genesys

Forrester Report: The Total Economic Impact of Genesys PureCloud
sponsored by Genesys
ANALYST REPORT: In this Forrester report, uncover the key investment drivers for the 6 customers interviewed about their journey to using Genesys PureCloud.
Posted: 20 Feb 2018 | Published: 31 Dec 2017

Genesys

Four Remote Support Fails – And What Your Company Can Learn From Them
sponsored by GoToAssist
CASE STUDY: Delve into these 4 horror stories of remote support tools gone awry, and discover how the companies turned around these failures and kept their customers from fleeing.
Posted: 01 Feb 2018 | Published: 31 Dec 2017

GoToAssist

5 Essential Data Points to Consider in a Remote Support Solution
sponsored by GoToAssist
RESOURCE: The right remote support tool can do more than save your business time and money. Discover the areas where organizations say a remote server tool helped them.
Posted: 31 Jan 2018 | Published: 31 Jan 2018

GoToAssist

Aaron's Solidifies and Accelerates Processes Across the Enterprise
sponsored by ServiceNow
CASE STUDY: Aaron's, a leading provider of consumer lease-purchase solutions, needed a way to modernize their internal IT call center. They had a legacy tool that was hard to customize and lacked key reporting capabilities. Read this case study to learn how they were able to modernize their call center, rollout more than 20 custom apps, and more.
Posted: 22 Jan 2018 | Published: 22 Jan 2018

ServiceNow

Contact Center Automation Tools You Can't Ignore
sponsored by TechTarget
RESOURCE: By completing our brief Call Center Survey, receive your complimentary expert guide on the top 5 contact center automation tools. We have also compiled 5 benefits of speech analytics tools for contact centers to give your business a significant advantage.
Posted: 02 Nov 2017 | Published: 03 Mar 2018

TechTarget
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