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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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Plan Now For Customer Service In 2021
sponsored by Genesys
ANALYST REPORT: Customer service technology buyers typically plan for the next one to two years. In this Forrester report, find out how contact center decision-makers can reshape customer service by 2021.
Posted: 20 Feb 2018 | Published: 31 Dec 2016

Genesys

Forrester Report: The Total Economic Impact of Genesys PureCloud
sponsored by Genesys
ANALYST REPORT: In this Forrester report, uncover the key investment drivers for the 6 customers interviewed about their journey using Genesys PureCloud for the Total Economic Impact study.
Posted: 20 Feb 2018 | Published: 31 Dec 2017

Genesys

The Inevitable Healthcare IT Shift to Cloud
sponsored by Five9
EBOOK: Explore the drivers of digital transformation in health IT, healthcare experience disruptors (like virtual care), challenges and benefits of cloud-based operations, and more.
Posted: 15 Feb 2018 | Published: 15 Feb 2018

Five9

Five9 Customer Service Index 2017 Part I
sponsored by Five9
ANALYST REPORT: Explore the first part of the customer service index and learn how consumers view customer support and engagement.
Posted: 02 Feb 2018 | Published: 31 Dec 2017

Five9

NexRep Success Story
sponsored by Five9
CASE STUDY: Uncover how NextRep took a unique approach to maximize agent expertise, time and performance, by partnering with a cloud contact center software provider.
Posted: 31 Jan 2018 | Published: 31 Jan 2018

Five9

Optimizing for Change Using Remote Support
sponsored by LogMeIn Rescue
WHITE PAPER: 57% of support organizations saw an increase ticket volume over the previous year, according to a 2016 HDI report, and that trend could be universal by 2020. In this toolkit, explore 4 ways that support centers can evolve to handle modern volume.
Posted: 30 Jan 2018 | Published: 30 Jan 2018

LogMeIn Rescue

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

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

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

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

The State of Customer Experience 2017 From Voice to Digital: An Industry in Transition
sponsored by West UC
RESEARCH CONTENT: According to a Walker study, CX will overtake price and product as the key brand differentiator by 2020. Company success now more than ever hinges around how a company deals with its customers. In this research report, explore insight from over 200 professionals to understand the current state of CX.
Posted: 26 Sep 2017 | Published: 26 Sep 2017

West UC

Why Contact Centers are Moving to Cloud-Based Tools: Research Study
sponsored by West UC
RESEARCH CONTENT: Moving from a traditional call center environment to a contact center one is easier said than done. In this research report, explore findings from over 100 contact center decision-makers that delve into where organizations are in the cloud adoption curve, what the drivers are for cloud adoption, and much more.
Posted: 26 Sep 2017 | Published: 26 Sep 2017

West UC

The Benefits of Unified Communications as a Service
sponsored by West UC
WHITE PAPER: Learn how you can transform your professional services business with unified communications as a service, and deliver superior customer experiences. Explore 6 key benefits of leveraging cloud communications tools, and real-life case studies of businesses that used the cloud to solve key problems.
Posted: 22 Sep 2017 | Published: 22 Sep 2017

West UC

Creating An Omnichannel Experience For Your Customers
sponsored by Genesys
WHITE PAPER: Consumer behavior is rapidly changing in today's always-on digital world ... and according to an Aberdeen Report; companies with an omnichannel program see 25% annual growth in revenue and a lower volume of customer complaints. Learn how to create an omnichannel contact center experience for your customers.
Posted: 19 Sep 2017 | Published: 19 Sep 2017

Genesys

Research Report Findings: Top 10 Current Customer Service Trends
sponsored by Genesys
RESEARCH CONTENT: In the age of the customer, consumers expect easy, effective, deeply personal service, and this is shaping customer service technology priorities. In this Forrester Research report, learn about the top 10 customer service trends to pay attention to in order to deliver customer service excellence.
Posted: 15 Sep 2017 | Published: 27 Jan 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

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
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