Contact Center Management Reports

Contact center AI opens new frontiers for customer engagements
sponsored by SearchCRM
EBOOK: Learn how contact center AI transforms one-dimensional call centers into all-encompassing, multidimensional customer experience centers with the help of artificial intelligence and automation technologies like machine learning, natural language processing, computer vision and neural networks.
Posted: 08 Feb 2021 | Published: 16 Jul 2020

SearchCRM

Think Automation First to Deliver Exceptional Customer Experiences
sponsored by UiPath
WHITE PAPER: Download this white paper to learn about using RPA in the contact center, with insights on challenges, benefits and how to implement an end-to-end automation platform.
Posted: 08 Feb 2021 | Published: 01 Jul 2020

UiPath

How to choose a contact center software system in 2020
sponsored by CloudCall Ltd
EGUIDE: Selecting contact center software is a daunting task. Contact center software is the heart of an organization, handling all inbound and outbound contacts, and it's critical for driving efficient and effective business performance. Explore some expert tips for choosing a contact center software system in this guide.
Posted: 18 Nov 2020 | Published: 18 Nov 2020

CloudCall Ltd

Contact center workforce management keeps pace with consumers
sponsored by SearchCRM
EBOOK: As contact centers increasingly implement AI and automation and migrate operations to the cloud, contact center workforce management software plays a critical role in improving customer interactions with agents and helping transform customer service from a cost center into a profit center.
Posted: 16 Jul 2020 | Published: 16 Jul 2020

SearchCRM

Cloud Contact Center: What to Consider Before Migration
sponsored by FourNet
EGUIDE: The line between unified communications and the contact center is blurring as organizations look to bring both technologies together via cloud adoption. In this expert guide, find out if moving your contact center to the cloud is right for you, and explore 5 tips for picking a call center CX platform.
Posted: 11 Sep 2019 | Published: 11 Sep 2019

FourNet

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

AI in CRM: 10 Tips for Implementing Bots
sponsored by ConvergeOne
EGUIDE: Explore how AI and NLP work with – not in lieu of – contact agents, and key factors to consider about virtual agent chatbots.
Posted: 23 May 2018 | Published: 18 May 2018

ConvergeOne

Contact Center Technology and Automation Tools You Should Know
sponsored by ConvergeOne
EGUIDE: Explore the considerations of cataloging your organization's business requirements for call center technology purchasing decisions, and why automation is critical for customer interactions.
Posted: 14 May 2018 | Published: 14 May 2018

ConvergeOne

Figure Out the Future of your Contact Center
sponsored by ConvergeOne
EGUIDE: Tap into this expert guide to see how real companies choose between on-premises, cloud and hybrid contact centers, and explore how omnichannel contact centers can still include voice capabilities.
Posted: 10 May 2018 | Published: 07 May 2018

ConvergeOne

Create and implement an all-purpose multichannel contact center
sponsored by ConvergeOne
EBOOK: Find out why it's hard to determine exactly how to integrate social channels with CRM and how your business model -- and finding where your customers hang out -- will show the way.
Posted: 03 May 2018 | Published: 03 May 2018

ConvergeOne

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

Top 7 Contact Center Dos & Don'ts
sponsored by NICE
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

NICE

Boost Contact Center Service (Without Adding Agents)
sponsored by NICE
EGUIDE: Contact center service is critical to customer experience, so you need to ensure that your company's call center agents have the right tools and techniques for the job. Scott Sachs, President of SJS Solutions and a contact center pro, explains how to level-up your contact center ... without adding players.
Posted: 31 Aug 2017 | Published: 30 Aug 2017

NICE

Explore the Changing Contact Center Landscape
sponsored by LogMeIn Rescue
EGUIDE: New technology is shifting contact centers in a different direction – one that appeals more to current customer expectations. In this expert guide, discover new opportunities available for contact centers. Explore why infrastructure has become a major concern, new multichannel technology, and how one call center made social media work.
Posted: 09 Mar 2017 | Published: 06 Mar 2017

LogMeIn Rescue

How Automated Contact Services Help One Health Center Reduce Missed Appointments
sponsored by Microsoft
EGUIDE: In this e-guide, discover how to improve communication between contact center agents and customers by integrating an automated contact service.
Posted: 14 Feb 2017 | Published: 09 Feb 2017

Microsoft

Let's Chat: 4 Limitations of Automated Agents in the Contact Center
sponsored by Genesys
EGUIDE: In this e-guide, experts reveal four chatbot challenges. Learn how to overcome each one, so you can focus on driving innovation in the contact center.
Posted: 17 Jan 2017 | Published: 11 Jan 2017

Genesys

Develop a Multichannel Strategy that Supports Customer Experience Management
sponsored by BoldChat - LogMeIn
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

BoldChat - LogMeIn

Video, Live Chat Usher in Multichannel Customer Service Challenges
sponsored by BoldChat - LogMeIn
EGUIDE: Customers are demanding real-time customer service and contact centers are being forced to respond. Explore the pros and cons of 4 main communication channels, how to use customer data to your advantage, and how you can achieve multichannel customer service success.
Posted: 20 Dec 2016 | Published: 14 Dec 2016

BoldChat - LogMeIn

Manage Your Contact Center For More Meaningful KPI's
sponsored by Genesys
EGUIDE: In this expert e-guide you'll find some helpful hints as to how you can identify the proper metrics needed to produce meaningful contact center KPI's. In addition, read 7 dos and don'ts of call center management to help you nourish your agent's best CRM practices.
Posted: 06 Oct 2016 | Published: 06 Oct 2016

Genesys

Improving Omnichannel Customer Service with Salesforce IoT Cloud
sponsored by Salesforce.com
EGUIDE: Read our interview with Larry Robinson, senior VP of product management for the Service Cloud at Salesforce, in which he discusses the importance of creating a solid customer experience and agent productivity. He also talks about how Salesforce expects to deliver that with Salesforce IoT Cloud.
Posted: 20 Jul 2016 | Published: 19 Jul 2016

Salesforce.com

As Multichannel Intensifies, Call Centers Get a Wake Up Call
sponsored by Zendesk
EGUIDE: The multi-channel mandate is forcing contact centers to make dramatic changes. From tools to knowledge, get expert advice to ensure your agents are fully prepared for any customer request, with tools such as customer listening posts, so that they can provide satisfying customer service.
Posted: 02 Mar 2016 | Published: 26 Feb 2016

Zendesk

How Does Social Customer Service Affect Contact Centers?
sponsored by Oracle Corporation
EGUIDE: In this e-guide, our CRM experts discuss how social media is transforming the way contact centers work. Learn strategies and best practices for implementing a social media customer service plan in your contact center.
Posted: 22 Feb 2016 | Published: 11 Feb 2016

Oracle Corporation

10 Steps to a More Social Contact Center
sponsored by Oracle Corporation
EGUIDE: This expert e-guide reveals the actions you can take to manage social media contact more efficiently. Inside, Donna Fluss, founder of DMG Consulting, explains the benefits and limitations of workforce management systems for social media. Bonus: Discover the 10 steps to create a successful call center social media strategy.
Posted: 03 Feb 2016 | Published: 29 Jan 2016

Oracle Corporation

Speech-to-Text Analytics Reveals New Insights Into Consumer Behavior
sponsored by IBM
WHITE PAPER: This white paper describes how Telerx, a global contact center outsourcing provider, embrace the methods that modern consumers are utilizing to share their opinions and turned raw data into valuable insight for their clients.
Posted: 20 Feb 2015 | Published: 31 Jan 2013

IBM

Get the Most Out of Multichannel Marketing Automation Software
sponsored by Pegasystems
EBOOK: In this e-guide, learn why organizations must align multichannel marketing automation software with user expectations, as well as have it reflect business processes. Additionally, unveil exclusive tips on how to choose a marketing automation tool that fits your business needs.
Posted: 16 Dec 2014 | Published: 16 Dec 2014

All resources sponsored by Pegasystems