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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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Agent Availability: The Super-Metric at the Heart of the Contact Center’s IT Infrastructure
sponsored by Convergys
WHITE PAPER: Read this report to learn about agent availability and uncover the tough questions you need to put in front of your senior IT team, to see how our network availability statistics are masking some serious downside and upside risks that are jeopardizing your ability to grow.
Posted: 14 Jun 2018 | Published: 14 Jun 2018

Convergys

The 7 Agent Behaviors that Score Highest with Customers
sponsored by Convergys
ANALYST REPORT: This report identifies which agent behaviors are most effective at improving your frontline agent performance scores and 7 key findings for contact center leaders to help drive customer satisfaction.
Posted: 14 Jun 2018 | Published: 14 Jun 2018

Convergys

Self-Service Soars, Increasing Customer Satisfaction
sponsored by Convergys
RESOURCE: Customers want to interact with your company digitally 68% of the time, and they expect it to be quick and easy. As resounding 56% of customers select self-service options first for easy inquiries. Keep reading to learn about the key takeaways and find out how to make customer satisfaction results soar.
Posted: 13 Jun 2018 | Published: 13 Jun 2018

Convergys

AI in CRM: 10 Tips for Implementing Bots
sponsored by ConvergeOne
EGUIDE: Explore how AI and NLP work with – not in lieu of – contact agents, and key factors to consider about virtual agent chatbots.
Posted: 23 May 2018 | Published: 18 May 2018

ConvergeOne

Workforce Engagement for Contact Centers
sponsored by ConvergeOne
WHITE PAPER: Learn why call recording is an essential foundation for call center success, and how you can supply agents with advanced workforce engagement tools to ensure customer satisfaction. These can include QA coaching, emotional analytics, predictive scheduling, and even gamification to drum up competition among agents.
Posted: 21 May 2018 | Published: 21 May 2018

ConvergeOne

Figure Out the Future of your Contact Center
sponsored by ConvergeOne
EGUIDE: Tap into this expert guide to see how real companies choose between on-premises, cloud and hybrid contact centers, and explore how omnichannel contact centers can still include voice capabilities.
Posted: 10 May 2018 | Published: 07 May 2018

ConvergeOne

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

5 Critical Requirements for Customer Experience in an Ultra-Connected Era
sponsored by Genesys
RESOURCE: Learn how adding technology to your dated infrastructure and putting the customer at the center of your business strategy can help drive loyalty and revenue.
Posted: 03 May 2018 | Published: 29 Dec 2017

Genesys

Building the Business Case for Contact Center Modernization
sponsored by Genesys
WHITE PAPER: Delaying contact center modernization projects can have a negative financial impact and damage a company's brand. In this white paper, learn how you can upgrade from your contact center's legacy system to an SIP-centric, customer experience platform – and discover 5 funding strategies to boost efficiency.
Posted: 02 May 2018 | Published: 31 Dec 2017

Genesys

Diabetes Victoria Boosts Contact Center Capacity with a Cloud-Based Telephony System
sponsored by Genesys
CASE STUDY: An effective, scalable telephony system that functions alongside CRM systems can be just the boost that is needed for improving the customer experience. In this success story, discover how a cloud-based telephony platform helps Diabetes Victoria handle their call center volume.
Posted: 02 May 2018 | Published: 31 Dec 2017

Genesys

The Truth About Cloud in Small Contact Centers
sponsored by Genesys
RESOURCE: Explore the myths surrounding cloud contact centers, why some companies are still unclear on the benefits of cloud contact centers, and factors to consider when selecting a cloud vendor.
Posted: 01 May 2018 | Published: 29 Dec 2017

Genesys

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.

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

The US Contact Center Decision-Makers' Guide: The Omnichannel Chapter
sponsored by Genesys
WHITE PAPER: 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: 13 Mar 2018 | Published: 31 Dec 2017

Genesys

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

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

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
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