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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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Your Path, Your Way: 3 Options for Transforming Your Legacy Contact Center
sponsored by Genesys
EBOOK: In this e-book, discover how to transform your contact center with Genesys. Learn how to maximize your customer experience platform migration options while minimizing risk and disruption, and explore how the cloud can help improve your migration prospects.
Posted: 11 Jul 2019 | Published: 11 Jul 2019

Genesys

Achieve CX Optimization with Call Center Transformation
sponsored by Squelch
EGUIDE: In this guide, learn how call center optimization can improve your CX strategy. Discover 5 common customer support problems affecting your CX, and learn how call center transformation can increase business value and drive customer satisfaction.
Posted: 03 Jul 2019 | Published: 01 Jul 2019

Squelch

The Evolving Contact Center: From Call Center to Customer Experience Center
sponsored by Burwood
WHITE PAPER: In this white paper, learn how to upgrade your contact center's capabilities through understanding and meeting the demands of the 21st century consumer. Explore the 3 stages of a successful contact center evolution, and review guiding principles for leveraging your customer service center.
Posted: 12 Jun 2019 | Published: 12 Jun 2019

Burwood

It's Good to Talk Even in a High Tech World
sponsored by British Telecommunications PLC
WHITE PAPER: View this white paper to learn how those in the media and technology industry can improve their customer service experience through the use of a strong voice channel.
Posted: 07 Jun 2019 | Published: 07 Jun 2019

British Telecommunications PLC

CCW Market Study: The Future of the Contact Center
sponsored by Appian
RESEARCH CONTENT: In this market study, discover the popular investment areas shaping the development of the modern contact center. Explore the urgent investment priorities for contact centers looking to modernize their everyday processes, and review how your organization's contact center can benefit from intelligent technology.
Posted: 14 May 2019 | Published: 30 Nov 2018

Appian

Key to Intelligent Customer Experience in Financial Services: Data-Driven Decisions That Don't Comprise Privacy
sponsored by Appian
WEBCAST: Download this webinar to listen to Julien Corbe, Financial Services Advisory Leader at PwC, and Michael Heffner, VP of Global Industry at Appian, as they discuss how financial institutions can evolve customer experiences by leveraging automation, AI, and other emerging technologies.
Posted: 08 May 2019 | Premiered: May 8, 2019

Appian

The Appian Intelligent Contact Center Platform
sponsored by Appian
VIDEO: In this video, learn how an intelligent contact center platform from Appian can help your organization achieve a 60% increase in customer satisfaction and average cost savings of over 40%. Review Appian product features, and decide if an intelligent contact center is right for you.
Posted: 02 May 2019 | Premiered: 02 May 2019

Appian

Contact Center Success with Appian
sponsored by Appian
VIDEO: Contact center complexity is a major issue. In this video, learn why the world's leading enterprises are turning to intelligent contact centers, and review your software options with Appian.
Posted: 02 May 2019 | Premiered: 17 Jan 2019

Appian

24x7 Customer Service Without Additional Headcount
sponsored by Serviceaide
WHITE PAPER: Download this white paper to learn how the IT service desk demonstrates how the internal CX is influenced by the journey through interaction touchpoints, and why achieving this often requires a redesign of company culture, new technology, and modernized processes.
Posted: 30 Apr 2019 | Published: 30 Apr 2019

Serviceaide

Is Customer Experience (CX) More Important Than Product?
sponsored by Squelch
RESOURCE: The key to a successful CX culture is developing a sense of connection. At its most basic level, this connection must exist between customer support and success agents and the company itself, as agent satisfaction is critical to the overall success of a business. In this resource, learn how to create a winning CX by providing a seamless experience.
Posted: 30 Apr 2019 | Published: 08 Mar 2019

Squelch

How to Improve Customer Service Agent Satisfaction to Enhance CX and Your Bottom Line
sponsored by Squelch
RESOURCE: In this article, learn how improving your customer service agents' satisfaction can enhance CX and drive your business' bottom line. Discover how CX and customer service satisfaction are linked, and uncover how to get the most out of your support team.
Posted: 26 Apr 2019 | Published: 23 Nov 2018

Squelch

How to Turn Your Contact Center into a Profit Generator
sponsored by Squelch
RESOURCE: In this article, glean the insight you need to turn your contact center into a profit generator. Learn how to elevate your customer service support team, and get started building a better CX strategy.
Posted: 26 Apr 2019 | Published: 22 Feb 2019

Squelch

Optimizing the Agent Journey to Perfect the Customer Journey
sponsored by Avaya
WHITE PAPER: With this white paper, discover how updated quality management and workforce management tools can help contact centers create a first-class customer experience, and learn how to create a more empowered, engaged workforce through the use of omnichannel workforce management tools.
Posted: 08 Apr 2019 | Published: 31 Dec 2018

Avaya

Putting Customer Conversations to Work: Interaction Analytics and AI Enhance the Customer Experience
sponsored by CallMiner
RESEARCH CONTENT: Download this white paper to find out how speech analytics can help organizations monitor agent performance, uncover trends within their customer calls, and create new revenue opportunities.
Posted: 29 Mar 2019 | Published: 31 Dec 2018

CallMiner

How to Improve Sales Effectiveness in Contact Centers with Interaction Analytics
sponsored by CallMiner
EBOOK: In this white paper, explore how interaction analytics can make contact center operations more intelligent, and uncover the best practices needed to gain insight into your customers and drive sales.
Posted: 29 Mar 2019 | Published: 31 Dec 2018

CallMiner

SD-WAN Optimizes Contact Centers for Uptime that Keeps Customers Coming Back
sponsored by 128 Technology
CASE STUDY: Customers interact with your brand across a growing number of channels – which is great because it increases engagement. But it also means that your network teams have to work even harder to deliver seamless connectivity. Find out how contact center provider, Voxai Solutions, overcame the shortcomings of legacy technologies by switching to SD-WAN.
Posted: 01 Mar 2019 | Published: 01 Mar 2019

128 Technology

The Road to Transforming the Customer Service Experience
sponsored by ServiceNow
WHITE PAPER: According to Forrester, 63% of consumers will stop doing business with a brand due to poor customer service. In this white paper, learn how to prevent customer dissatisfaction, and uncover the essential features of a competitive customer service strategy.
Posted: 20 Feb 2019 | Published: 20 Feb 2019

ServiceNow

Integrated NICE inContact Products & Metrics Power TechStyle Fashion Group
sponsored by NICE inContact
VIDEO: Download this video to learn why TechStyle Fashion Group chose NICE inContact's cloud-based customer platform to provide customers with the channel options they want, and the streamlined experience they expect.
Posted: 07 Feb 2019 | Premiered: 07 Feb 2019

NICE inContact

Integrated CCaaS and UCaaS Competitive Strategy Innovation and Leadership Award
sponsored by 8x8, Inc.
WHITE PAPER: In this white paper, learn about a provider that offers a comprehensive cloud-based communications, collaboration, and contact center solution on a single technology platform.
Posted: 01 Feb 2019 | Published: 01 Feb 2019

8x8, Inc.

Teleflora's business blooms with NICE inContact CXone
sponsored by NICE inContact
CASE STUDY: Download this case study to discover how Teleflora managed their worldwide presence and multiple call centers with the help of a cloud-based customer experience platform.
Posted: 29 Jan 2019 | Published: 31 May 2018

NICE inContact

Cloud Contact Centers and the Future of Customer Experience
sponsored by Mitel Networks Limited
WHITE PAPER: Learn how to turn your contact center into a strategic asset by adapting to the changing world around you. Delve into the 3 major factors influencing contact center evolution, and discover what you can do to keep up with the changing customer service landscape.
Posted: 18 Jan 2019 | Published: 31 Dec 2018

Mitel Networks Limited

Connect With the Next Generation Customer
sponsored by Mitel Networks Limited
EBOOK: How do you develop an effective contact center? Download this e-book to learn about the top 5 trends all leading contact centers are using to improve customer experience (CX) and drive engagement across multiple channels.
Posted: 18 Jan 2019 | Published: 31 Dec 2018

Mitel Networks Limited

Helping Etihad Airways' Contact Centres Work in Perfect Harmony
sponsored by British Telecommunications PLC
CASE STUDY: Read this white paper to learn about Ethiad Airways' experience updating their contact center, and find out how joining the 3 contact centers helped improve productivity by 75%.
Posted: 17 Jan 2019 | Published: 17 Jan 2019

British Telecommunications PLC

AI to Better Engage your Digitally Connected Customer
sponsored by Avaya
PRODUCT OVERVIEW: Access this white paper to learn about Avaya AVA, an AI cloud system that leverages a Chat Bot and NLP to provide integration of social messaging and automation of digital interactions—making it easier to deliver personalized customer experiences.
Posted: 06 Dec 2018 | Published: 06 Dec 2018

Avaya

Transforming Customer Support with Artificial Intelligence Capabilities
sponsored by Zendesk
RESOURCE CENTER: Download this e-guide to learn about the evolving role of AI in CRM and how chatbots can help enterprises transform their customer service functions. You'll also uncover how AI technologies use customer data to provide valuable insights into emotions, buying behaviors, identities and more to help you take action.
Posted: 07 Dec 2018 | Published: 07 Dec 2018

Zendesk
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