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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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Evolve IP Drives CARS’ Contact Centers into the Future
sponsored by EvolveIP
CASE STUDY: Charitable Adult Rides and Services (CARS) is a non-profit that enables vehicle donations for charities. As they grew, their call center software became outdated and unintegrated. After searching around, they decided to upgrade with Evolve IP. Learn about CARS’ experience in this case study.
Posted: 14 Jan 2020 | Published: 14 Jan 2020

EvolveIP

Cloud vs. On-Premises: Understanding the Key Differences
sponsored by Fuze
RESOURCE: The only way to understand the advantages of one thing over another is to compare them side-by-side. In this resource, see how Fuze’s cloud communications delivery model compares to traditional premises-based systems.
Posted: 13 Jan 2020 | Published: 13 Jan 2020

Fuze

How 9 CCaaS Vendors Measure Up
sponsored by EvolveIP
RESEARCH CONTENT: According to Gartner, CCaaS solutions are becoming the preferred deployment model for many contact centers in North America—a title that was previously held by on-premises contact centers. Download this Magic Quadrant report to assess 9 of the top vendors and their products to see why CCaaS has continued to be the popular choice.
Posted: 13 Jan 2020 | Published: 13 Jan 2020

EvolveIP

CCaaS Smart Guide: Transform Your Customer Experience
sponsored by Genesys
WHITE PAPER: With contact centers standing at the core of great customer experience companies, experts predict that 85% of these interactions will be non-human in 2020. Use this 25-page guide to understand the necessary steps and ideal use cases for AI and cloud in your contact centers moving forward.
Posted: 12 Dec 2019 | Published: 12 Dec 2019

Genesys

The UK Contact Centre Decision-Maker's Guide 2019-20
sponsored by Genesys
WHITE PAPER: Download this 22-page guide to learn about 8 potential uses cases for AI within your own contact center.
Posted: 12 Dec 2019 | Published: 12 Dec 2019

Genesys

How To Turn Your Contact Centre Agents Into CX Heroes
sponsored by Genesys
WHITE PAPER: Use this whitepaper for 5 ways you could help your contact center employees improve at their roles and improve your intrapersonal CX processes.
Posted: 11 Dec 2019 | Published: 11 Dec 2019

Genesys

Top 5 CX Technology Trends for Midsize Contact Centres
sponsored by Genesys
WHITE PAPER: Download this whitepaper, which dives into 5 key trends of CX that will impact call center success heading into 2020.
Posted: 11 Dec 2019 | Published: 11 Dec 2019

Genesys

What Are The Contact Center Trends Of Tomorrow – And How Can You Prepare?
sponsored by Genesys
VIDEO: The future of top-tier customer experience is heading for self-service. But how should businesses bridge themselves towards this hyper-efficient initiative? Find out in this video which dives into the 10-year goals customer-centric businesses should prioritize as they plan for 2020 projects.
Posted: 10 Dec 2019 | Premiered: 10 Dec 2019

Genesys

Contact centers are evolving: 5 capabilities you need now
sponsored by Pegasystems
WHITE PAPER: With modern customer experience goals centered around frictionless and personalized touchpoints, call center capabilities have advanced in order to accommodate new standards. Open this call center guide, which details 5 new capabilities critical to call center success, and 4 factors driving call center approach adjustments.
Posted: 10 Dec 2019 | Published: 10 Dec 2019

Pegasystems

Innovative Ways To Address The Top 3 Agent Empowerment Challenges
sponsored by Talkdesk
RESEARCH CONTENT: Contact centers are struggling to keep their agents engaged. The word “empowerment” is regularly offered up as an end-all-be-all solution for driving culture improvement, but what does it really mean to empower agents? Find out in this trend report, which explores what it really means to empower your team members.
Posted: 27 Nov 2019 | Published: 27 Nov 2019

Talkdesk

The UK Contact Center Decision-Maker’s Guide 2018-19
sponsored by 4Net
ANALYST REPORT: The "UK Contact Center Decision-Makers’ Guide (2018/19 - 16th edition)" is a major annual report studying the performance, operations, technology and HR aspects of UK contact center operations. Download the report to uncover 7 of the major pain points and issues that affect the contact center industry and recommendations for solving these issues.
Posted: 14 Nov 2019 | Published: 14 Nov 2019

4Net

How to Ensure a 360-Degree Customer View
sponsored by Appian
WEBCAST: In this recorded webinar, hear from Appian Contact Center expert Todd Marthaler and eWEEK Market Expert Michael Kreiger on best practices to ensure customer service agents are armed with the exact data they need to deliver the very best customer experiences.
Posted: 05 Nov 2019 | Premiered: Nov 5, 2019

Appian

Upgrade/downgrade Subscription Changes on the Fly
sponsored by Fusebill
WHITE PAPER: As a subscription-based business, you need to capitalize on any opportunity to optimize your customer lifecycle for growth—this means you need subscription agility. Read this white paper to learn how to optimally adjust your subscription rates—and how to do it on-command.
Posted: 25 Oct 2019 | Published: 25 Oct 2019

Fusebill

5 Competencies You Need For CX Innovation
sponsored by Avtex
WEBCAST: The most effective counter to a consumer culture that bases decisions largely on price is developing a customer experience (CX) that truly differentiates your brand from other market noise. In order to deliver an innovative CX, there are 5 keys that you will want to master—watch this webinar to find out what they are and how you can get started.
Posted: 03 Oct 2019 | Premiered: Oct 3, 2019

Avtex

Conversational UX: The Why and How of Chat Strategy
sponsored by Avtex
WEBCAST: Watch this webinar to learn how a more conversational UX can create a seamless, 24/7-ready CX and free up your agents for more complex problems.
Posted: 27 Sep 2019 | Premiered: Sep 27, 2019

Avtex

Improving Customer Experience Through Enhanced Employee Experience
sponsored by Avtex
WEBCAST: View this webinar from Avtex to discover the direct impact your employee satisfaction has on customer experiences. Review strategies for improving contact center agent efficiency and satisfaction, and uncover the benefits of integrating contact center and CRM platforms.
Posted: 26 Sep 2019 | Premiered: Apr 4, 2018

Avtex

Integrating CRM and Contact Center Technologies to Improve Customer Experience
sponsored by Avtex
WHITE PAPER: View this white paper to learn how your organization can improve contact center performance and customer satisfaction with a CRM integration. Review how a CRM integration can help provide superior customer service on first contact, and learn what to look for in a contact center and CRM integration software.
Posted: 25 Sep 2019 | Published: 31 Dec 2017

Avtex

InteractionSync: Solving Agent Efficiency Issues and Increasing Contact Center Productivity
sponsored by Avtex
WHITE PAPER: How can your organization improve agent efficiency and increase contact center productivity? View this white paper, and learn how Avtex InteractionSync can help your contact center boost efficiency and agent productivity, and decide if InteractionSync is right for your organization.
Posted: 19 Sep 2019 | Published: 31 Dec 2017

Avtex

Talkdesk GDPR Compliance
sponsored by Talkdesk
EBOOK: In this e-book, discover what steps Talkdesk has taken to ensure compliance with General Data Protection Regulation (GDPR). Get a comprehensive overview of Talkdesk personal data processing protocols, and review how Talkdesk ensures data security, controls third-party access to personal data, and more.
Posted: 04 Sep 2019 | Published: 04 Sep 2019

Talkdesk

Pocket Guide to Contact Center Management Terms
sponsored by Talkdesk
WHITE PAPER: Keeping up with the ever-growing amount of acronyms and technologies in the contact center sector is a constant challenge. Fortunately, you can use this pocket guide to contact center management terms to ensure that you are up-to-date with the terminology you need to know.
Posted: 30 Aug 2019 | Published: 30 Aug 2019

Talkdesk

The Intelligent Contact Center
sponsored by Talkdesk
WHITE PAPER: Intelligent contact centers are changing customer care methods from being solely reactionary to being more holistic and data-driven. Read this white paper to learn how you too can transform your contact center with intelligent customer data integration—creating a brand that faces the test of time.
Posted: 29 Aug 2019 | Published: 29 Aug 2019

Talkdesk

Call Center Quality Assurance Guide
sponsored by CallMiner
WHITE PAPER: In this guide, discover everything you need to know about creating and maintaining call center quality assurance. Uncover the problems created by poor call center quality assurance, and learn how to resolve call center quality management issues with a robust call center quality assurance strategy.
Posted: 28 Aug 2019 | Published: 28 Aug 2019

CallMiner

The Secret Recipe: Transforming Best-In-Class Contact Centers
sponsored by Talkdesk
WEBCAST: Improved customer retention, customer satisfaction, and agent productivity; these are just 3 ways that an intelligent contact center platform can bring remarkable value to your business. Watch this webinar to learn how you can transform your contact center for the better—with a little help.
Posted: 27 Aug 2019 | Premiered: Aug 27, 2019

Talkdesk

Future-Proof Your Contact Center: A Guide to Improving Employee Experience, Customer Experience, and Technology
sponsored by Talkdesk
WHITE PAPER: Thanks to major innovations in tech (and the businesses that make use of them best,) customer expectations have grown exponentially. Download this customer service toolkit to help future-proof your contact center, building a base for success that holds strong throughout the coming years.
Posted: 26 Aug 2019 | Published: 26 Aug 2019

Talkdesk

The Real Cost of Downtime: How to Understand the Impact of Contact Center Outages
sponsored by Talkdesk
WHITE PAPER: A contact center outage is one of the most potentially damaging events that can occur to a business—often resulting in revenue loss or terminally damaged customer relationships. Read this white paper to learn the real cost of contact center downtime, and how to best deal with it.
Posted: 26 Aug 2019 | Published: 26 Aug 2019

Talkdesk
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