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Call Centers

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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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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

Changing Expectations of Today's Consumers
sponsored by Netcall
RESOURCE: Explore 6 key factors and statistics to consider when striving to meet the high expectations of your customers.
Posted: 10 Jan 2018 | Published: 10 Jan 2018

Netcall

Buyer's Guide to Contact Centre Tech
sponsored by Netcall
RESOURCE: In this 24-page contact center buyer's guide, explore how you can make a more informed purchasing decision with insights on identifying specific pain points, presenting a strong business case, shortlisting the solutions, and more.
Posted: 10 Jan 2018 | Published: 10 Jan 2018

Netcall

Four ways IT can help build brand value
sponsored by Netcall
RESOURCE: Learn more about how customer behaviors can make or break a business, and the 4 factors that are shaping customer experiences.
Posted: 09 Jan 2018 | Published: 09 Jan 2018

Netcall

The Importance of Collaboration Within Organizations
sponsored by BT
WEBCAST: Discover how your organization can utilize collaboration tools to determine a common ground for more efficient collaboration in the digital space.
Posted: 08 Jan 2018 | Premiered: Jan 8, 2018

BT

Contact Center Innovation
sponsored by Netcall
EBRIEF: Use this paper to help you start thinking about how you can leverage new innovations like AI and the IoT to transformation your contact center, and improve your customer experience strategies.
Posted: 08 Jan 2018 | Published: 31 Dec 2017

Netcall

Aligning Brand and IT Strategy For Business Advantage
sponsored by Netcall
EBRIEF: In this executive briefing, explore how having disconnected departments can create problems in your customer experience strategy, and how you can shift your company culture from siloed to being more focused on the customer.
Posted: 08 Jan 2018 | Published: 31 Dec 2017

Netcall

The Digital Customer: Closing the Expectation Gap Through Digital Transformation
sponsored by BT
WHITE PAPER: Explore how you can create amazing digital experiences by aligning all customer touchpoints via cloud-based tools.
Posted: 29 Nov 2017 | Published: 29 Nov 2017

BT

IT Service Gets New Cloud-Based Lease of Life
sponsored by BT
CASE STUDY: Discover how cloud-based tools for contact centers can help optimize agents' time, provide performance data, and improve customer satisfaction and staff morale.
Posted: 27 Nov 2017 | Published: 27 Nov 2017

BT

Cloud-Based Contact Center Boosts Siemens Healthcare's Customer Service
sponsored by BT
CASE STUDY: Find out how Siemens Healthcare implemented a cloud-based virtual contact center to unify its customer service, coordinate their distributed team, and pave the way towards omnichannel engagement.
Posted: 27 Nov 2017 | Published: 31 Oct 2015

BT

Microsoft CRM Integration: Getting the Most Out of your Cloud Investments
sponsored by Vonage
RESOURCE: In this resource, gain insight on how Microsoft Dynamic deployment can be used in your call centers to help enhance customer relationships. Then, find out how your organization's cloud infrastructure can be reevaluated to ensure you're making the most out of your cloud investments.
Posted: 27 Nov 2017 | Published: 22 Aug 2017

Vonage

BT Cloud Contact for GDPR Compliance
sponsored by BT
RESOURCE: Explore a handy summary of what you need to know about the new EU GDPR, and learn more about how you can prevent personal data from entering your call center.
Posted: 22 Nov 2017 | Published: 22 Nov 2017

BT

Business Optimization with Workload Management
sponsored by Genesys
RESOURCE: This paper explores how 12 companies (including T-Mobile Czech Republic and New Zealand Ministry of Justice) are using workload management tools to boost contact center performance, increase sales productivity and effectiveness, and more.
Posted: 20 Nov 2017 | Published: 20 Nov 2017

Genesys

Building the Business Case for Contact Center Modernization
sponsored by Genesys
WHITE PAPER: Discover how to fund and plan your contact center modernization and learn how to reduce infrastructure costs even as you incorporate new digital channels of interaction to deliver better customer experiences.
Posted: 17 Nov 2017 | Published: 17 Nov 2017

Genesys

Optimize Your Workforce for the Omnichannel Revolution
sponsored by Genesys
EBOOK: Explore how to create comprehensive omnichannel workforce planning. Find out how to orchestrate your customers' digital journeys to improve their overall experiences.
Posted: 17 Nov 2017 | Published: 17 Nov 2017

Genesys

Planning and Managing Your Omnichannel Contact Center Workforce
sponsored by Genesys
WHITE PAPER: Discover how to enable data integration and workforce planning for omnichannel strategies so that you can interact with consumers effectively across all of the devices and channels they use to engage with your business.
Posted: 16 Nov 2017 | Published: 16 Nov 2017

Genesys

Not All Customer Experience Platforms are Created Equal
sponsored by Genesys
EBOOK: Find out how you can execute a comprehensive omnichannel contact center strategy that enables you to manage customer data across channels of engagement and deliver seamless customer experiences.
Posted: 16 Nov 2017 | Published: 16 Nov 2017

Genesys

A Look at 5 Contact Center Automation Tools
sponsored by Genesys
EGUIDE: In this expert e-guide, learn about what you need to consider when making contact center purchasing decisions, 5 contact center automation tools to know, and the top 5 benefits of speech analytics.
Posted: 31 Oct 2017 | Published: 27 Oct 2017

Genesys

Critical Capabilities for Contact Center Infrastructure, Worldwide
sponsored by Genesys
WHITE PAPER: Explore 3 use cases that represent the most common configurations for contact center infrastructure. Plus, find out how to support more engaging, omnichannel customer service and incorporate unified communications and collaboration technology more effectively into your contact center operations.
Posted: 24 Oct 2017 | Published: 22 May 2017

Genesys

Contact Centers: How Gartner's Criteria Shook Up Vendor Rankings
sponsored by Five9
EGUIDE: Uncover why organizations are shifting to contact center as a service (CCaS) to replace their current infrastructure.
Posted: 03 Oct 2017 | Published: 03 Oct 2017

Five9

What do Financial Service Customers want from a Contract Center
sponsored by Five9
WHITE PAPER: In this research report, 995 survey respondents reveal how contact center technology plays an important role in their experience and how they choose their financial institutions.
Posted: 28 Sep 2017 | Published: 28 Sep 2017

Five9

9 Reasons to Make the Move to a Cloud Contact Center
sponsored by Five9
WHITE PAPER: Discover the 9 reasons to make the switch to a cloud contact center. Learn how the cloud allows you to reduce hardware costs, speed deployment, enable agents to work remotely, and more.
Posted: 28 Sep 2017 | Published: 28 Sep 2017

Five9

Transform Your Business Digitally to Improve Customer Service and Experience
sponsored by Five9
EBOOK: In the digital age, your business is defined by technology ... and it wants to evolve. Learn about digital transformation as a construct of emerging cloud CRM platforms, cloud contact center and SaaS technologies. Uncover what technology is spurring digital transformation, the impacts of digital transformation, why it's important, and more.
Posted: 28 Sep 2017 | Published: 28 Sep 2017

Five9

Case Study: How Booker Streamlined Their Contact Center
sponsored by Five9
CASE STUDY: Cloud-based management systems provider Booker faced a problem. They had 2 separate contact centers, which caused challenges for the company's service agents and negatively impacted end-user experience. In this case study, explore how Booker can now deliver stronger, more consistent customer experiences, are more efficient, and more.
Posted: 28 Sep 2017 | Published: 28 Sep 2017

Five9

Case Study: How ( And Why) Teladoc Chose Their New Contact Center Tool
sponsored by Five9
CASE STUDY: Teladoc, a leading provider of telehealth services, had trouble with their new in-house contact center tool. The platform was difficult to navigate, it lacked administrative features, and they faced frequent outages. Learn how Teledoc updated their contact center tool to improve customer satisfaction ratings by 97% and more.
Posted: 27 Sep 2017 | Published: 27 Sep 2017

Five9
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