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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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The Three Customer Service Megatrends In 2021: Post-Pandemic Customer Service Excellence
sponsored by Genesys
ANALYST REPORT: Check out this report to learn about the top 3 customer service CX leaders should pay attention to in 2021.
Posted: 07 Jun 2021 | Published: 07 Jun 2021

TOPICS:  Call Centers
Genesys

Voice Analytics Advanced Call Analytics
sponsored by Momentum Systems
DATA SHEET: Access this data sheet to learn about Momentum Voice Analytics, a cloud-based solution that can optimize an organization’s existing resources to achieve higher service levels.
Posted: 12 Apr 2021 | Published: 12 Apr 2021

TOPICS:  Call Centers
Momentum Systems

How To Gain Quick Wins And Personalize Successfully
sponsored by Sitecore
WHITE PAPER: Access this guide, we’ll explain how you can achieve a higher level of personalization using a framework for quick wins that demonstrates business value, which will help justify further investment in your personalization program.
Posted: 02 Apr 2021 | Published: 02 Apr 2021

TOPICS:  Call Centers
Sitecore

Understanding The End-To-End Content Lifecycle To Succeed In A Digital World
sponsored by Sitecore
WHITE PAPER: Download the guide today and jumpstart the next stage of your digital marketing transformation.
Posted: 31 Mar 2021 | Published: 31 Mar 2021

TOPICS:  Call Centers
Sitecore

Roi Of Content Management
sponsored by Sitecore
DATA SHEET: Download the infographic to discover the return on investment of managing your assets in a central location, improved collaborative content production, and efficiently publishing content for personalized, cross-channel experience.
Posted: 31 Mar 2021 | Published: 31 Mar 2021

TOPICS:  Call Centers
Sitecore

Great Experiences Happen by Design
sponsored by 8x8, Inc.
DATA SHEET: 8x8 Contact Center is a complete, reliable and secure solution that helps businesses boost engagement, collaboration and operational effectiveness for customer service Check out this data sheet to learn 6 key benefits the 8x8 Contact Center brings to the table even when business isn’t going “as usual”.
Posted: 31 Mar 2021 | Published: 31 Mar 2021

TOPICS:  Call Centers
8x8, Inc.

2021 Contact Center Buyer’s Checklist
sponsored by 8x8, Inc.
WHITE PAPER: Access this checklist to benchmark the most important features of a cloud contact center against your own requirements and learn why an 8x8 X6 service plan may be right for your organization.
Posted: 30 Mar 2021 | Published: 30 Mar 2021

TOPICS:  Call Centers
8x8, Inc.

Genesys & AppNeta: Ensuring seamless contact center experiences
sponsored by AppNeta
CASE STUDY: Check out this case study to see how AppNeta helps Genesys get the network visibility they need to delivery top-notch, always-on customer service.
Posted: 16 Mar 2021 | Published: 16 Mar 2021

TOPICS:  Call Centers
AppNeta

Create great experiences in your contact center
sponsored by TechTarget
RESOURCE: COVID-19 has highlighted the importance of having a contact center that can support mobile, omnichannel customer service. As you head into 2021, it's important to re-evaluate your current contact center strategy, to identify—and remedy—any existing weaknesses. Grab a copy of our guide to get started.
Posted: 01 Mar 2021 | Published: 01 Mar 2021

TechTarget

Practical Guide To Managing Change In Your Contact Centre
sponsored by Genesys
EBOOK: Transitioning from an older, on-premise call center system to a modern cloud application is an opportunity for quick success, if you have a comprehensive change management strategy.Access this guide to learn the essential components of change management as it relates to contact center migration.
Posted: 26 Feb 2021 | Published: 26 Feb 2021

Genesys

Lancashire Constabulary, HPE Pointnext Services Find Untapped Insights in Audio Data
sponsored by HPE and Intel®
CASE STUDY: Access this case study to see how Lancashire Constabulary engaged HPE Pointnext Services to help the police gain insight into emergency and non-emergency calls to improve efficiency and effectiveness in serving the public.
Posted: 25 Jan 2021 | Published: 25 Jan 2021

HPE and Intel®

The 10 Most Common Call Centre Problems And How To Fix Them
sponsored by GoToConnect
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 GoToConnect offers easy fixes for each one.
Posted: 06 Jan 2021 | Published: 06 Jan 2021

GoToConnect

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 centre 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

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

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

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.
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