Call Centres

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

WHITE PAPER: Artificial Intelligence (AI) is possibly the greatest untapped resource for companies looking to transform customer and business outcomes. Read this white paper to discover 3 proven methods to improve customer experience with AI technologies.

Posted: 16 Aug 2019 | Published: 16 Aug 2019

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

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

WHITE PAPER: In a recent survey, 60% of respondents said executives want to differentiate their organization based on customer experience management (CEM). In this technology adoption profile, explore current CEM trends -- including goals, strategies, and challenges -- as well as how to improve customer experience with the right contact center technologies

Posted: 04 Jun 2014 | Published: 31 Mar 2013

WHITE PAPER: Access this whitepaper to discover the 3 main funnel points for a successful sales strategy. Read on to find out how to calculate your campaign for success, and how to measure your call center metrics appropriately.

Posted: 01 Dec 2014 | Published: 01 Dec 2014

WHITE PAPER: This resource explores why the contact center has remained a highly untapped source of customer insight, explains how recent advances are giving organizations the power to analyze voice interactions, and counts down three essential success factors that you should consider.

Posted: 03 Apr 2014 | Published: 03 Apr 2014

EZINE: This issue of the Network Evolution e-zine goes discusses a number of subjects that face network decision makers today.

Posted: 01 Jun 2015 | Published: 01 Jun 2015

EGUIDE: Providing a top class customer experience is the key to customer retention, yet, according to a Forrester survey, only 10% of companies plan to invest in multichannel support. This e-guide explains why a strong multichannel presence is a necessity and walks you through the steps to developing your own strategy.

Posted: 22 Dec 2016 | Published: 20 Dec 2016

EGUIDE: Customer service agents set the tone for a customer's interactions with a company. In this expert e-guide, Rick Merson, Global Operations Director at Atento, explains how to improve the experience with the top 7 contact center management dos and don'ts.

Posted: 31 Aug 2017 | Published: 30 Aug 2017