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ALSO CALLED: Call Centres
DEFINITION: An inbound call center is one that exclusively or predominately handles inbound calls (calls initiated by the customer) rather than outbound calls. A call center may handle either only inbound or outbound calls or might deal with a combination of the two.
Call Centers Reports
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Is Your Business Growth Stuck on Hold?
sponsored by LogMeIn, Inc.
WHITE PAPER: Today, business phone systems serve as the foundation for your company’s customer communications and engagement strategies. They can help you communicate with customers on their terms, setting you apart from your competition. In this guide, uncover 5 tips on how upgrading your phone system could give your business the jump start it needs.
Posted: 07 Jan 2021 | Published: 07 Jan 2021

LogMeIn, Inc.

The 10 Most Common Call Center Problems and How to Fix Them
sponsored by LogMeIn, Inc.
WHITE PAPER: Call centers are a kind of battlefield. Call center managers must fight on multiple fronts every day, fending off rapid-fire demands from employers, customers, technology, and management. In this guidebook, learn how to identify the 10 most common call center problems and follow along as LogMeIn offers easy fixes for each one.
Posted: 06 Jan 2021 | Published: 06 Jan 2021

LogMeIn, Inc.

OneLink & AppNeta: Flexible and Scalable Contact Center Agent Monitoring
sponsored by AppNeta
CASE STUDY: As the global pandemic forced enterprises across the globe to shutdown shared offices and explore WFH options, OneLink, a specialized contact center provider, found themselves making the shift. Fortunately, OneLink’s existing partnership with AppNeta proved critical just when things were starting to seem daunting. Learn more in this case study.
Posted: 29 Dec 2020 | Published: 29 Dec 2020

AppNeta

4 Benefits of Deploying Managed UC Services
sponsored by NWN Corporation
EGUIDE: IT departments are constantly seeking ways to move applications, data and services to the cloud. Yet, UC has remained in-house and on premises longer. But, over the years, managed UC services have come a long way to create a solid set of benefits that may convince business leaders to reconsider. In our expert guide, dive into 4 of those benefits.
Posted: 28 Dec 2020 | Published: 28 Dec 2020

NWN Corporation

The Working from Home Toolkit
sponsored by RingCentral
WHITE PAPER: Remote work is not going anywhere, and organizations are preparing for what looks to be the future of work. This means gathering tools such as admin control, call recording and forwarding, team collaboration and more to deliver the best chance for business to boom, even from home. Download The Working From Home Toolkit to learn more.
Posted: 21 Dec 2020 | Published: 30 Apr 2020

RingCentral

Long Hold Times are Killing Your Customer Experience
sponsored by RingCentral
WHITE PAPER: If one thing is clear, it’s that customers absolutely hate being left on hold. Addressing this issue requires investment in strategies like proactive customer engagement, the development of digital channels for customer service, and chatbot incorporation. Read this white paper to learn more about boosting the call center customer experience.
Posted: 18 Dec 2020 | Published: 18 Dec 2020

RingCentral

How to better manage teams of remote contact center agents
sponsored by RingCentral
WHITE PAPER: Most customer service agents are now working from home and it’s likely to stay that way. Cloud-based contact center management platforms point the way forward in this new normal and have the potential to improve the customer experience. Download this whitepaper to learn more about why you should change over to a cloud-based contact center platform.
Posted: 18 Dec 2020 | Published: 18 Dec 2020

RingCentral

Restructuring Your Contact Center Technology for the Customer Experience Era
sponsored by RingCentral
WHITE PAPER: Read this whitepaper from RingCentral to learn the 4 key steps to restructuring your contact center technology to leverage artificial intelligence and the cloud and the 9 benefits of doing so.
Posted: 17 Dec 2020 | Published: 17 Dec 2020

RingCentral

Cloud Contact Centre Platform Selection Guide
sponsored by RingCentral
EBOOK: Access this eBook to get learn a step by step strategy to find the most comprehensive outbound and blended cloud call center platform, which will allow you to reach and engage your audience to create lasting, valuable relationships.
Posted: 16 Dec 2020 | Published: 16 Dec 2020

RingCentral

The future of customer experience
sponsored by RingCentral
WHITE PAPER: As RingCentral puts it, the days of restricted opening hours and limited support channels are well and truly over. Single channel and on-premises call centers are struggling—but these aren’t your only options. In this eBook, learn what the new contact center looks like and how to implement it in your own organization.
Posted: 15 Dec 2020 | Published: 15 Dec 2020

RingCentral

What Your Employees Need to Keep your Customers Happy
sponsored by RingCentral
WHITE PAPER: For many organizations, UC and contact centers have operated separately, leaving agents in silos and sales/marketing/product teams out of the loop. But the market is shifting towards a complete unification of these tools under a single vendor. In this white paper, learn about the benefits of combining UC and contact center solutions.
Posted: 15 Dec 2020 | Published: 15 Dec 2020

RingCentral

Stronger Together: The Benefits of Combining Unified Communications & Contact Center in the Enterprise
sponsored by Fuze
WHITE PAPER: In this white paper, explore 4 key benefits of combining your contact center and UC tools, and tips for getting started.
Posted: 23 Nov 2020 | Published: 23 Nov 2020

Fuze

Considering Agent Services?
sponsored by [24]7.ai
EBOOK: When you’re considering outsourcing your contact center, choosing the right agent services provider is a crucial element to success. Download this eBook to explore the benefits and challenges of outsourcing, as well as key questions to ask when reviewing potential agent services providers.
Posted: 20 Nov 2020 | Published: 20 Nov 2020

[24]7.ai

VoIP Platforms Offer a Wide Range of Benefits to the Enterprise
sponsored by CloudCall Ltd
EGUIDE: If businesses are to implement a VoIP, then they must consider how it fits into a larger communications framework. If they can do this successfully, then they’ll be able to reap the benefits of VoIP. Read our expert guide to learn what VoIP is, how it works and key features enterprises should consider when choosing a VoIP solution.
Posted: 19 Nov 2020 | Published: 19 Nov 2020

CloudCall Ltd

NWN Contact Center Offering
sponsored by NWN Corporation
VIDEO: Access this video to learn how your organization can leverage NWN’s Contact Center Solution to make intelligent and transformative decisions for your company.
Posted: 18 Nov 2020 | Premiered: 18 Nov 2020

NWN Corporation

Fast, Reliable and Secure Communications
sponsored by 8x8, Inc.
WHITE PAPER: In this white paper, learn about the 8x8 Open Communications Platform which helps to deliver high-quality cloud communications with zero IT hardware, so you can operate from anywhere and connect with customers everywhere.
Posted: 11 Nov 2020 | Published: 11 Nov 2020

8x8, Inc.

5 Reasons You Need to Invest in An Integrated Business Phone System
sponsored by CloudCall Ltd
RESOURCE: There are a lot of factors to consider when choosing a phone system. These can range from price, to functionality, to time saving potential. Additionally, integrating a phone system with your CRM can have a range of benefits that will make your life easier. In this brief, uncover the top 5 benefits of using an Integrated Business Phone System.
Posted: 10 Nov 2020 | Published: 10 Nov 2020

CloudCall Ltd

8x8: Collaboration and AI Take Customer Care to the Next Level
sponsored by Kingpin Comm. - 8X8
WHITE PAPER: The contact center has been undergoing massive change for years, as businesses migrate to the cloud and pursue omnichannel customer engagement strategies. But in 2020, several new and stabilized trends have emerged. Read on to learn how AI, collaboration, and hybrid cloud tools are breaking through the hype cycle and offering real solutions.
Posted: 16 Oct 2020 | Published: 16 Oct 2020

Kingpin Comm. - 8X8

Adapt Your Business to the New Normal
sponsored by Kingpin Comm. - 8X8
RESOURCE: The Covid-19 outbreak has forced many businesses to close their doors and to rely on remote working. However, some businesses still rely on traditional communication tools, which can restrict remote working. In this interactive resource, learn how 8x8 Open Communication Platform can help your organization maintain business continuity.
Posted: 16 Oct 2020 | Published: 16 Oct 2020

Kingpin Comm. - 8X8

CallTower’s Microsoft Teams Direct Routing Implementation Guide
sponsored by CallTower, Inc.
EBOOK: Implementing a Microsoft Teams Phone System can be complicated, which is why CallTower put together this comprehensive guidebook. Grab your copy to explore their 5-step process and tips for getting started.
Posted: 07 Oct 2020 | Published: 07 Oct 2020

CallTower, Inc.

Optimize Costs, Onboard Virtual Staff Quickly, and Ensure Business Continuity With Tehama
sponsored by Tehama
DATA SHEET: Call and contact centers live in real time, and have zero margin for error when it comes to business disruptions. This is why virtualizing and moving call centers to the cloud can be transformative to their success. Read this data sheet to learn why.
Posted: 26 Aug 2020 | Published: 26 Aug 2020

Tehama

Transforming Communications at NPower
sponsored by FourNet
CASE STUDY: Your legacy phone system may be holding you back. It may be wise to consider a cloud-based contact center platform that provides reduced cost through pay-per-use services, automation and flexibility. Read this case study to learn how Germany’s leading energy company, Innogy SE, was able to streamline operations and transform.
Posted: 04 Aug 2020 | Published: 04 Aug 2020

FourNet

Remote Agent Playbook
sponsored by RingCentral
EBOOK: Access this e-book to learn what changes with remote support teams, what strategies you can implement now, and how to manage your teams across locations to service customers.
Posted: 31 Jul 2020 | Published: 31 Jul 2020

RingCentral

Are Your Communications Slowing You Down?
sponsored by Avaya
RESOURCE: 69% of employees waste up to 60 minutes per day navigating between apps. With an overload of apps in today’s businesses, employees are becoming disengaged due to poor user experience, and this disengagement trickles down to your customers. View this infographic for more on why your communications may be slowing you down.
Posted: 31 Jul 2020 | Published: 30 Jun 2020

Avaya

Tips for Remote Workers Using Persistent Collaboration Tools
sponsored by Verizon
RESOURCE: Access this resource to learn how to adjust communication and collaboration tools to fit your organization’s needs whether you are just getting started or are already using them.
Posted: 30 Jul 2020 | Published: 30 Jul 2020

Verizon
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