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ALSO CALLED: Call Centre Services, Call Centers Services, Customer Services Outsourcing, Call Centres Services, Call Center Outsourcing, Customer Care Outsourcing, Customer Service Outsourcing
DEFINITION: This outsourced service focuses on the management and operation of customer care, inbound service and support calls in call centers.
Call Center Services Reports
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AI to Better Engage your Digitally Connected Customer
sponsored by Avaya
PRODUCT OVERVIEW: Access this white paper to learn about Avaya AVA, an AI cloud system that leverages a Chat Bot and NLP to provide integration of social messaging and automation of digital interactions—making it easier to deliver personalized customer experiences.
Posted: 06 Dec 2018 | Published: 06 Dec 2018

Avaya

Customer Service Metrics That Matter
sponsored by Zendesk
WHITE PAPER: Customer service metrics help to track performance in your primary customer service mission – but you'll need data to be successful. Download this white paper to explore a defined path through all the data and uncover expert advice about how to best use the metrics found to be essential for managing your support operations.
Posted: 30 Nov 2018 | Published: 30 Nov 2018

Zendesk

4 Companies that Migrated from On-Premises Contact Centers to a Cloud Contact Center
sponsored by Nice-InContact
RESEARCH CONTENT: Customers want to feel valued and 73% say that valuing their time is one of the most important indicators of good customer service. In this Total Economic Impact report, uncover feedback from 4 companies that migrated from on-premises contact centers to a cloud contact center.
Posted: 19 Nov 2018 | Published: 30 Nov 2017

Nice-InContact

MSP E-book: Cold Calling Made Easy
sponsored by Datto, Inc.
EBOOK: Read this e-book, designed for MSPs, for tips on warming up your cold calls, 3 techniques for successful sales prospecting, guidance on what to avoid, and more.
Posted: 19 Nov 2018 | Published: 19 Nov 2018

Datto, Inc.

Vendor Comparison: How 10 CCaaS Vendors Compare
sponsored by Nice-InContact
RESEARCH CONTENT: Download this Gartner Magic Quadrant, explore the strengths and cautions of 10 CCaaS vendors, and find out how the dynamics of the CCaaS market have changed based on the evolution of the contact center to the customer experience center.
Posted: 14 Nov 2018 | Published: 17 Oct 2018

Nice-InContact

The ROI Case for Omnichannel Support
sponsored by Zendesk
WHITE PAPER: Customer expectations have never been higher, and by taking an omnichannel approach to support, businesses are aiming to meet these expectations. Inside, discover key findings about omnichannel support, and how companies can focus on customer needs and preferences, regardless of which channel they use to contact support.
Posted: 26 Oct 2018 | Published: 26 Oct 2018

Zendesk

How Fast-Growing Digital Natives Can Innovate and Scale
sponsored by Zendesk
WHITE PAPER: This guide can help support teams that have already mastered the digital landscape (digital natives) understand the best next steps based on their unique profiles and to help them benchmark against their peers. You can also explore top recommendations for improving how digital natives engage with customers.
Posted: 25 Oct 2018 | Published: 25 Oct 2018

Zendesk

The 8 Criteria for Enterprise-Grade Communications as a Service
sponsored by 8x8, Inc.
WHITE PAPER: Enterprise Communications as a Service (ECaaS) was created to provide continuous communications and true mobility to enhance the way companies work. This white paper introduces and summarizes the 8 key aspects and unique benefits of ECaaS.
Posted: 10 Oct 2018 | Published: 10 Oct 2018

8x8, Inc.

InteractionSyn: Solving Agent Efficiency Issues and Increasing Contact Center Productivity
sponsored by Avtex
WHITE PAPER: The burden of providing the near-instantaneous response time your customers demand falls largely on the shoulders of contact center agents. How can your agents thrive under this pressure? Find out how you can turn your contact center into a true customer engagement hub, by improving efficiency, productivity, and overall success.
Posted: 02 Oct 2018 | Published: 02 Oct 2018

Avtex

The Importance of Effective Consulting in Modern Contact Centers
sponsored by Avtex
WHITE PAPER: Maintaining an effective contact center that acts as a strength, rather than a weakness, can be difficult. In this white paper, learn about the benefits of partnering with contact enter consultants, and the factors to consider while determining effectiveness and ROI.
Posted: 01 Oct 2018 | Published: 01 Oct 2018

Avtex

Contact Center Trends: Delivering Better Business Results
sponsored by MASERGY
RESEARCH CONTENT: Contact center technologies have made tremendous gains in cutting organizational costs and increasing efficiency. However, they need to take on a more strategic role. In this report, uncover survey results that highlighted 2 interesting trends, and learn more about how you can deliver better business results with a cloud contact center.
Posted: 21 Sep 2018 | Published: 21 Sep 2018

MASERGY

An Ophthalmology Practice Unlocks Higher Value From Its EMRs and Call Center
sponsored by Spectrum Enterprise
CASE STUDY: Tomoka Eye Associates is a thriving ophthalmology practice, and their call center is a major asset. Unfortunately, access to electronic patient records became slow due to outdated call center tools. Find out how Tomoka Eye Associates accelerated productivity and empowered call center staff.
Posted: 19 Sep 2018 | Published: 19 Sep 2018

Spectrum Enterprise

UCaaS and Cloud Contact Centers: Essen Healthcare Case Study
sponsored by MASERGY
CASE STUDY: In this case study, find out how Essen Healthcare transitioned from their legacy PBX system to a cloud communications service.
Posted: 09 May 2018 | Published: 09 May 2018

MASERGY

How Communications Platforms Drive Customer Engagement
sponsored by 8x8, Inc.
ANALYST REPORT: With today's world of digitally empowered customers, find out why organizations struggle to meet customer expectations, and how modern communications are vital to winning the customer experience.
Posted: 26 Mar 2018 | Published: 26 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

Seth Godin Keynote: Customer Service in the Age of AI
sponsored by IBM
VIDEO: In this webcast, Seth Godin discusses the importance of delivering excellent customer service and highlights how firms can embrace AI as they transform their call centers.
Posted: 14 Sep 2018 | Premiered: 14 Sep 2018

IBM

Call Center, Meet AI: What You Need to Know About How AI is Transforming Call Centers
sponsored by IBM
VIDEO: In this webcast, Brian Cantor talks with Dario Gil about how AI has the potential to strike a balance between cost containment and customer experience. Continue watching to uncover how to use technology to better connect with customers to prevent them from going to your competition.
Posted: 11 Sep 2018 | Premiered: 11 Sep 2018

IBM

Call Center Evolution: Tomorrow's Technology, Today
sponsored by IBM
VIDEO: In this webcast, Atul Gupta discusses strategies to transform even the most outdated contact center into an omnichannel, AI-enhanced call center for the future, as well as the benefits that can bring.
Posted: 07 Sep 2018 | Premiered: 07 Sep 2018

IBM

Panel Discussion: The Future of Call Centers
sponsored by IBM
VIDEO: In this webcast, Michelle Peluso discusses with a panel of customer service executives the challenge of building and maintaining long-lasting client relationships, and best practices to engage and nurture them successfully.
Posted: 06 Sep 2018 | Premiered: 06 Sep 2018

IBM

Conversational Commerce
sponsored by LivePerson
WHITE PAPER: Most people communicate through messaging and this brand should be taking note of the popularity of communication through SMS, mobile apps, web and social channels. Download to discover the brand potential of online messaging for enhancing your customer experience.
Posted: 04 Sep 2018 | Published: 04 Sep 2018

LivePerson

Better Contact Center Reporting: 2 Reports to Improving Analytics to Drive Key Business Objectives
sponsored by ShoreGroup
WHITE PAPER: In this white paper, learn about the 2 main routes to better contact center reporting and analytics, and how the route you choose can keep you on the right track.
Posted: 25 Jul 2018 | Published: 25 Jul 2018

ShoreGroup

Advanced Reporting and Analytics Offer Digital Paydirt
sponsored by ShoreGroup
RESOURCE: In this blog, learn about the digital paydirt of customer data, and how advanced reporting for the modern contact center allows you to gain insights on customer interactions to provide better experiences.
Posted: 24 Jul 2018 | Published: 15 Jun 2018

ShoreGroup

Pros and Cons of the 6 Main Customer Service Channels
sponsored by Oracle Corporation
EGUIDE: Where should you allocate resources to most effectively engage with current and potential customers? In this expert e-guide, Scott Sachs of SJS Solutions weighs the pros and cons of the 6 main customer service channels: Chat/video chat, phone, email, social media, customer self-service, and mobile.
Posted: 01 Jun 2018 | Published: 01 Jun 2018

Oracle Corporation

How to Take Your Contact Center Strategy to the Next Level
sponsored by ShoreGroup
RESOURCE: Access this resource to learn 5 techniques to help build a successful contact center strategy.
Posted: 20 Mar 2018 | Published: 05 Jan 2018

ShoreGroup
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