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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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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

How to Choose the Best VoiP Provider for Your Business
sponsored by Verizon
WHITE PAPER: Access this resource to learn 5 considerations when evaluating VoIP solutions and providers.
Posted: 29 Jul 2020 | Published: 29 Jul 2020

Verizon

The Future of the Enterprise Contact Center
sponsored by Twilio
WEBCAST: Access this webcast to learn how 3 market forces are driving and changing the contact center, what they mean for the future of the contact center, and how Twilio can help you navigate this change.
Posted: 29 Jul 2020 | Premiered: Jul 29, 2020

Twilio

Building a Modern IVR with Conversational AI
sponsored by Twilio
WEBCAST: IVRs are central to many contact center strategies yet outdated systems can easily frustrate customers. So, what does it take to build a modern IVR with conversational AI, for example? Tune into this webcast to learn how and to view a demonstration of the process.
Posted: 29 Jul 2020 | Premiered: Jul 29, 2020

Twilio

Empower employees to communicate and collaborate, from anywhere
sponsored by Verizon
DATA SHEET: Check out this data sheet to learn the 6 ways One Talk and BlueJeans work together for your business.
Posted: 28 Jul 2020 | Published: 28 Jul 2020

Verizon

Three Factors Shaping the Future of Enterprise Contact Centers
sponsored by Twilio
WHITE PAPER: The contact center has slowly but surely covered almost every aspect of the customer experience. Right now, 3 factors are driving even more change for enterprise contact centers. Explore the 3 factors in this guide.
Posted: 28 Jul 2020 | Published: 28 Jul 2020

Twilio

What is VoIP?
sponsored by Verizon
RESOURCE: Access this resource to learn what exactly a Voice over Internet Protocol (VoIP) is, the variety of ways to place VoIP calls, and the 6 benefits of a VoIP solution.
Posted: 28 Jul 2020 | Published: 28 Jul 2020

Verizon

Playbook for a Modern IVR
sponsored by Twilio
EBOOK: Check out this e-book to read about the 5 step modern IVR playbook, learn the benefits that they can lead to, and discover a unified solution that makes building an IVR system easier than ever.
Posted: 27 Jul 2020 | Published: 27 Jul 2020

Twilio

Six Key Ways to Reinvent the Customer Experience with IVR
sponsored by Twilio
EBOOK: Access this e-book to learn 6 key ways to reinvent the customer experience using your IVR, and then see exactly how to build one yourself.
Posted: 27 Jul 2020 | Published: 27 Jul 2020

Twilio

Learn From Every Customer Conversation
sponsored by Noble Systems
WHITE PAPER: Access this white paper to learn 5 ways that customers benefit from Conversation Analytics and discover implementation best practices to follow for success.
Posted: 22 Jul 2020 | Published: 22 Jul 2020

Noble Systems

Enterprises save millions by integrating Adobe Document Cloud with Microsoft 365
sponsored by Adobe
DATA SHEET: Forrester interviewed Adobe Document Cloud and Microsoft 365 customers and calculated the potential return on investment (ROI) over three years. Access this data sheet to explore the 5 key benefits Forrester discovered during their research.
Posted: 17 Jul 2020 | Published: 17 Jul 2020

Adobe

Supercharging customer service: Reimagining the operator experience at Grocery Outlet
sponsored by ServiceNow
CASE STUDY: Access this webinar recap to explore the benefits and ROI that large retailer, Grocery Outlet, has experienced since implementing ServiceNow’s Customer Service Management solution, including Proactive Service and Effortless Self-Service.
Posted: 25 Jun 2020 | Published: 25 Jun 2020

ServiceNow

Contact Center 2.0
sponsored by RingCentral
EBOOK: Download this white paper to learn about the problems associated with legacy contact centers, and how moving to the cloud can help eliminate them.
Posted: 15 Jun 2020 | Published: 15 Jun 2020

RingCentral

Listening to the Contact Center to Overcome Pandemic Challenges
sponsored by CallMiner
WHITE PAPER: Download this white paper to learn how listening to contact center interactions can help overcome pandemic challenges and get tips on crafting a CX strategy that will be successful post-pandemic.
Posted: 26 May 2020 | Published: 26 May 2020

CallMiner

Exploring Remote Working Solutions to Combat Crisis Situations
sponsored by Avtex
RESOURCE: For a crisis, Avtex suggests implementing a 4-phase approach which includes contact center stabilization, business continuity expansion, CX alignment, and employee experience calibration. Access this resource to learn what each phrase involves and discover how they can work together to maintain normalcy during a crisis.
Posted: 19 May 2020 | Published: 19 Mar 2020

Avtex

Embracing the Permanent Trend of Working Remotely
sponsored by 8x8, Inc.
RESOURCE: For many companies, existing IT infrastructure may not be properly equipped to handle a larger number of remote workers. Inside this blog post, learn how utilizing cloud-based communications solutions can fill the gaps between your on-premises IT capabilities and the needs of your increasingly remote-first workforce.
Posted: 13 May 2020 | Published: 18 Mar 2020

8x8, Inc.

The Total Economic Impact of RingCentral Contact Center
sponsored by RingCentral
WHITE PAPER: Read this Forrester Total Economic Impact Report to explore the costs, benefits and capabilities of RingCentral Contact Center, including a 615% ROI figure.
Posted: 27 Apr 2020 | Published: 27 Apr 2020

RingCentral

The Collaborative Contact Center A disruptive approach to customer engagement
sponsored by RingCentral
WHITE PAPER: Access this white paper to review key considerations that can help you choose a cloud contact center solution and discover 4 four reasons to make your contact center collaborative.
Posted: 21 Apr 2020 | Published: 21 Apr 2020

RingCentral

5 Ways to Change a Toxic Call Center Environment
sponsored by RingCentral
WHITE PAPER: No matter who you talk to, everyone agrees: a toxic call center is hurtful to customers, employees, and your bottom line. Download this eBook to learn why some call centers can feel downright destructive, and 5 steps your business can take to replace those negative feelings with positivity—and success.
Posted: 17 Apr 2020 | Published: 17 Apr 2020

RingCentral

Communications Transformation as a Competitive Advantage
sponsored by Vonage
ANALYST REPORT: Every business is seeking more effective ways to compete in an increasingly global marketplace. One of the most prominent obstacles today is the manual process of communicating with customers, partners, and colleagues. In this Frost & Sullivan report, learn how an advanced communication technology can help give you a competitive advantage.
Posted: 27 Mar 2020 | Published: 27 Mar 2020

Vonage

How MTM Leveraged Customer Feedback to Improve CX with CallMiner
sponsored by CallMiner
VIDEO: MTM is a leading non-emergency medical transportation broker that sometimes struggles to properly leverage customer feedback. Luckily, that changed after implementing CallMiner. Watch this video to learn about MTM’s experience and the benefits they’ve achieved with the new solution.
Posted: 23 Mar 2020 | Premiered: 23 Mar 2020

CallMiner

How Holiday Inn Re-vamped their Contact Center with CallMiner
sponsored by CallMiner
WEBCAST: Holiday Inn Club Vacations is a collection of resorts in the U.S. Hoping to expand their contact center and better meet compliance requirements, the company implemented CallMiner’s Eureka platform. Learn about Holiday Inn’s experience and the benefits Eureka helped them realize in this brief video.
Posted: 19 Mar 2020 | Premiered: Mar 19, 2020

CallMiner
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