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Contact Center Management Reports
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Telekom Serbia Turns Contact Center into Profit Center with Avaya
sponsored by Avaya
CASE STUDY: Download this case study to learn how Telekom Serbia increased their customer satisfaction rate by almost 16%, while also improving support for mobile services.
Posted: 06 Dec 2018 | Published: 06 Dec 2018

Avaya

Demo: NICE inContact CXone – Agent for Salesforce WFO
sponsored by Nice-InContact
VIDEO: Watch this demo to learn how contact center agents can boost productivity and focus with easy access to WFO functionality from within Salesforce.
Posted: 21 Nov 2018 | Premiered: 15 Nov 2018

Nice-InContact

What's the Difference between a Cloud Native and a Hosted Contact Center Solution?
sponsored by Nice-InContact
VIDEO: A cloud-based contact center is a flexible, scalable and shared environment. Download this webinar to find out why companies are embracing the cloud and learn about the difference between a cloud native and a hosted contact center solution.
Posted: 20 Nov 2018 | Premiered: 15 Nov 2018

Nice-InContact

Cloud Native Contact Center Applications Ease the Burden of IT
sponsored by Nice-InContact
VIDEO: Download this webinar to learn from Melanie Turek of Frost & Sullivan as she discusses how cloud native contact center applications can ease the burden of IT, so they can focus on adding business value to their other applications.
Posted: 20 Nov 2018 | Premiered: 15 Nov 2018

Nice-InContact

4 Companies that Migrated from On-Premises Contact Centers to a Cloud Contact Center
sponsored by Nice-InContact
RESEARCH CONTENT: Customers want to feel valued and 73% say that valuing their time is one of the most important indicators of good customer service. In this Total Economic Impact report, uncover feedback from 4 companies that migrated from on-premises contact centers to a cloud contact center.
Posted: 19 Nov 2018 | Published: 30 Nov 2017

Nice-InContact

Understanding the Difference between a Cloud-native and a Hosted Solution
sponsored by Nice-InContact
RESOURCE: When it comes to contact center solution, it's very important to understand the difference between a hosted solution and a cloud-native solution. Download this brief one-page Frost & Sullivan report to better understand the differences between hosted and cloud-native capabilities.
Posted: 16 Nov 2018 | Published: 16 Nov 2018

Nice-InContact

Vendor Comparison: How 10 CCaaS Vendors Compare
sponsored by Nice-InContact
RESEARCH CONTENT: Download this Gartner Magic Quadrant, explore the strengths and cautions of 10 CCaaS vendors, and find out how the dynamics of the CCaaS market have changed based on the evolution of the contact center to the customer experience center.
Posted: 14 Nov 2018 | Published: 17 Oct 2018

Nice-InContact

6 Tips for Building a Thriving Contact Center
sponsored by Zendesk
WHITE PAPER: This white paper highlights the key reasons you need a contact center to increase customer satisfaction, reduce costs, and grow your business community. Learn more about the 6 tips for building a thriving contact center.
Posted: 29 Oct 2018 | Published: 29 Oct 2018

Zendesk

The ROI Case for Omnichannel Support
sponsored by Zendesk
WHITE PAPER: Customer expectations have never been higher, and by taking an omnichannel approach to support, businesses are aiming to meet these expectations. Inside, discover key findings about omnichannel support, and how companies can focus on customer needs and preferences, regardless of which channel they use to contact support.
Posted: 26 Oct 2018 | Published: 26 Oct 2018

Zendesk

Why Omnichannel Customer Support is No Fairytale
sponsored by Zendesk
WHITE PAPER: Omnichannel is how you can meet your customers where they are, wherever they are. In this white paper, explore 5 common misconceptions about omnichannel support, and find out why it's a must-have.
Posted: 25 Oct 2018 | Published: 25 Oct 2018

Zendesk

The Inner Circle Guide to Omnichannel
sponsored by Serenova
ANALYST REPORT: In this report, uncover a detailed and definitive view of the reality of implementing and using customer contact center technologies, as well as a checklist of key elements to achieving your omnichannel strategy.
Posted: 23 Oct 2018 | Published: 23 Oct 2018

Serenova

IT Managers' Guide to Cloud - Based Contact Center Infrastructure
sponsored by Serenova
WHITE PAPER: Inside, learn about the similarities and differences between on-premise and cloud contact center implementations, security concerns with migrating to a cloud-based infrastructure, and internal resources requirements. Uncover how companies can leverage the digital transformation era to deliver a frictionless experience and more.
Posted: 22 Oct 2018 | Published: 29 Sep 2017

Serenova

2018 Customer Service Trends
sponsored by ServiceNow
ANALYST REPORT: We're at a tipping point for customer service operations. Customers contact enterprises at a greater rate over a greater number of channels. Access this Forrester report for the top 10 customer service trends, including key takeaways about using AI to focus on building connections with customers.
Posted: 12 Oct 2018 | Published: 24 Jan 2018

ServiceNow

Transforming Your Legacy Contact Center Into a Customer Experience Center
sponsored by Avtex
EBOOK: To attract and retain empowered customers of today, businesses must transform their legacy contact center into a modern experience center by embracing new processes and technologies. Find out how doing so can improve customer satisfaction rates, generate loyalty, decrease unnecessary costs and drive efficiencies for your organization.
Posted: 02 Oct 2018 | Published: 02 Oct 2018

Avtex

InteractionSyn: Solving Agent Efficiency Issues and Increasing Contact Center Productivity
sponsored by Avtex
WHITE PAPER: The burden of providing the near-instantaneous response time your customers demand falls largely on the shoulders of contact center agents. How can your agents thrive under this pressure? Find out how you can turn your contact center into a true customer engagement hub, by improving efficiency, productivity, and overall success.
Posted: 02 Oct 2018 | Published: 02 Oct 2018

Avtex

The Importance of Effective Consulting in Modern Contact Centers
sponsored by Avtex
WHITE PAPER: Maintaining an effective contact center that acts as a strength, rather than a weakness, can be difficult. In this white paper, learn about the benefits of partnering with contact enter consultants, and the factors to consider while determining effectiveness and ROI.
Posted: 01 Oct 2018 | Published: 01 Oct 2018

Avtex

How Collecting Better Data About Your Customers Can Transform Your Business
sponsored by MASERGY
WHITE PAPER: In this white paper, find out how your organization can gain invaluable insights into customer behavior at a realistic price point, and how big data and the cloud can help engage customers during contact center interactions.
Posted: 21 Sep 2018 | Published: 21 Sep 2018

MASERGY

Contact Center Trends: Delivering Better Business Results
sponsored by MASERGY
RESEARCH CONTENT: Contact center technologies have made tremendous gains in cutting organizational costs and increasing efficiency. However, they need to take on a more strategic role. In this report, uncover survey results that highlighted 2 interesting trends, and learn more about how you can deliver better business results with a cloud contact center.
Posted: 21 Sep 2018 | Published: 21 Sep 2018

MASERGY

3 of the Best Knowledge Management Examples
sponsored by Zendesk
RESOURCE: Most customers want to be able to help themselves. You could have the best self-service information available, but it's not very useful if your customers (or your employees) can't find it. In this resource, learn about 3 knowledge management examples to make your customers' lives easier, and reduce overall support costs by 25%.
Posted: 04 Sep 2018 | Published: 18 Jul 2017

Zendesk

Go Beyond the Contact Center with Mobile-First Customer Experiences
sponsored by Oracle
EBOOK: Customer experience is a core pillar of your digital transformation strategy. It is about delivering a truly personalized, contextual, and meaningful experience to customers across the entire engagement lifecycle. Uncover 10 considerations for redefining the engagement model and reinventing the customer experience.
Posted: 05 Nov 2018 | Published: 05 Nov 2018

Oracle

The 8 Criteria for Enterprise-Grade Communications as a Service
sponsored by 8x8, Inc.
WHITE PAPER: Enterprise Communications as a Service (ECaaS) was created to provide continuous communications and true mobility to enhance the way companies work. This white paper introduces and summarizes the 8 key aspects and unique benefits of ECaaS.
Posted: 10 Oct 2018 | Published: 10 Oct 2018

8x8, Inc.

Call Center, Meet AI: What You Need to Know About How AI is Transforming Call Centers
sponsored by IBM
VIDEO: In this webcast, Brian Cantor talks with Dario Gil about how AI has the potential to strike a balance between cost containment and customer experience. Continue watching to uncover how to use technology to better connect with customers to prevent them from going to your competition.
Posted: 11 Sep 2018 | Premiered: 11 Sep 2018

IBM

Call Center Evolution: Tomorrow's Technology, Today
sponsored by IBM
VIDEO: In this webcast, Atul Gupta discusses strategies to transform even the most outdated contact center into an omnichannel, AI-enhanced call center for the future, as well as the benefits that can bring.
Posted: 07 Sep 2018 | Premiered: 07 Sep 2018

IBM

The Cloud Provides Critical Flexibility for Contact Centers
sponsored by ShoreGroup
RESOURCE: A digital infrastructure built on cloud technology can deliver flexibility and other advantages for contact centers. Find out why flexibility is key to effortless, seamless customer interactions of a true omnichannel contact center.
Posted: 25 Jul 2018 | Published: 29 Jun 2018

ShoreGroup

Advanced Contact Center Reporting Conquers Digital Mess
sponsored by ShoreGroup
RESOURCE: In this blog, learn about the digital paydirt of customer data, and how advanced reporting for the modern contact center allows you to gain insights on customer interactions to provide better experiences.
Posted: 25 Jul 2018 | Published: 25 May 2018

ShoreGroup
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