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ALSO CALLED: Contact Center Outsourcing, Contact Centres Services, Customer Services Outsourcing, Contact Centers Services, Customer Care Outsourcing, Customer Service Outsourcing, Contact Centre Services
DEFINITION: This outsourced service focuses on the management and operation of customer care, inbound service and support calls in contact centers.
Contact Center Services Reports
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The 10 Providers That Matter Most And How They Stack Up
sponsored by Genesys
ANALYST REPORT: Forrester recently evaluated 33 different CCaaS providers to identify the top 10. Download this Forrester report to see how the providers measure up, and explore tips for choosing the right solution for you.
Posted: 19 Jan 2021 | Published: 19 Jan 2021

Genesys

Contact Center Agility In The Post-covid World
sponsored by NICE inContact
WHITE PAPER: This white paper will help you create a roadmap to succeed in the post-COVID-19 era by offering a new strategy for your contact centers that enables your organization to deliver an outstanding customer experience in a cost-effective manner.Download your copy to get started.
Posted: 19 Jan 2021 | Published: 19 Jan 2021

NICE inContact

5 Ways To Manage Demand Swings In Your Contact Center
sponsored by NICE inContact
EBOOK: In this eBook, explore 5 strategies that can help you maintain customer service levels when expected events occur. Download your copy to get started.
Posted: 19 Jan 2021 | Published: 19 Jan 2021

NICE inContact

The Transformed Workplace
sponsored by NICE inContact
RESEARCH CONTENT: Companies around the world are preparing for a future where many of their agents continue to work outside of the office as well as onsite in blended teams. So how do you get your contact center ready for a changing agent workforce that works from anywhere? Download this Nemertes report for expert tips on navigating a successful transition.
Posted: 19 Jan 2021 | Published: 19 Jan 2021

NICE inContact

The Real-World Guide to Managing Remote Teams with CXone
sponsored by NICE inContact
WEBCAST: In this interactive workshop, learn how you can better manage your remote contact center agents with NICE inContact’s CXone. You’ll also be provided with a workbook you can use as a real-life reference once you’re back in the office. Watch now to get started.
Posted: 15 Jan 2021 | Premiered: Jan 15, 2021

NICE inContact

Customer Success Story: MoneyGram
sponsored by NICE inContact
CASE STUDY: Watch this video to see how NICE inContact has provided MoneyGram with seamless, user-friendly technology, that they can rely on.
Posted: 15 Jan 2021 | Published: 15 Jan 2021

NICE inContact

Calltower’s Native Teams Direct Routing with Contact Center Delivers a Full Turnkey Solution
sponsored by CallTower, Inc.
DATA SHEET: When it comes to unified communications, supported UCaaS, CCaaS (Contact-Center-as-a-Service) and collaboration for full communication enablement can all add up to critical success. Now, companies using Microsoft Teams can experience the full power of these services. Scan this data sheet for full details.
Posted: 14 Jan 2021 | Published: 14 Jan 2021

CallTower, Inc.

How AI Will Impact Employee Hiring, Engagement, And Retention
sponsored by Emmersion Learning
WHITE PAPER: Amid the shift to remote work, organizations are realizing the advantages of using tools like AI to assist in the hiring process. Get expert insight on how AI is—and will continue to—impact employee hiring, engagement and retention in this paper.
Posted: 13 Jan 2021 | Published: 13 Jan 2021

Emmersion Learning

Six Ways to Put Avaya OneCloud™ CCaaS to Work for Your Business
sponsored by Avaya
RESOURCE: Avaya OneCloud CCaaS offers a seamless path to the cloud with powerful customer experience tools from a trusted vendor. Explore the 6 key ways OneCloud can benefit your organization in this infographic.
Posted: 13 Jan 2021 | Published: 13 Jan 2021

Avaya

Avaya OneCloud™ CCaaS
sponsored by Avaya
PRODUCT OVERVIEW: In this product overview, learn about Avaya’s cloud-based contact center solution, Avaya OneCloud CCaaS ,and its features, as well as how it can help you build customer loyalty, maximize employee and team performance, and more. Get started today by downloading your copy.
Posted: 13 Jan 2021 | Published: 13 Jan 2021

Avaya

Rethinking the Contact Center
sponsored by Avaya
RESEARCH CONTENT: Successful organizations follow some key best practices to ensure they are delivering a good experience in their contact center. This Nemertes research report outlines those strategies, as well as expert tips for boosting agent productivity, implementing chatbots, and more. Download your copy to get started.
Posted: 12 Jan 2021 | Published: 12 Jan 2021

Avaya

4 Benefits of Deploying Managed UC Services
sponsored by NWN Corporation
EGUIDE: IT departments are constantly seeking ways to move applications, data and services to the cloud. Yet, UC has remained in-house and on premises longer. But, over the years, managed UC services have come a long way to create a solid set of benefits that may convince business leaders to reconsider. In our expert guide, dive into 4 of those benefits.
Posted: 28 Dec 2020 | Published: 28 Dec 2020

NWN Corporation

Supercharge your support agents with Slack
sponsored by Slack
WHITE PAPER: Functional silos create significant hurdles to resolution by distancing agents from the data and the people they need to provide a good CX. In this white paper, learn how using a cloud collaboration tool, like Slack, can help eliminate these silos and unify your agents to provide the best possible service.
Posted: 28 Dec 2020 | Published: 28 Dec 2020

Slack

Contact Centers Moving Toward Streaming MOH Service
sponsored by Easy On Hold
WHITE PAPER: In the quest for improved customer satisfaction, contact center managers are leaving no stone unturned, including the hold music. Read this white paper to explore an enterprise music on hold (EMOH) solution by Easy On Hold, and how it can help you provide a top-notch CX.
Posted: 22 Dec 2020 | Published: 22 Dec 2020

Easy On Hold

The innovator’s guide to the digital contact center
sponsored by RingCentral
WHITE PAPER: Download this white paper for a look at how contact centers are adopting newer, digital channels, and explore tips for adjusting to customers’ ever-changing expectations.
Posted: 18 Dec 2020 | Published: 18 Dec 2020

RingCentral

Integrated Cloud Phone and Contact Center: The Smart Option
sponsored by RingCentral
WHITE PAPER: In this white paper, learn why organizations and moving their phone systems to the cloud and uncover the benefits of combining cloud phones and contact centers.
Posted: 16 Dec 2020 | Published: 16 Dec 2020

RingCentral

What Your Employees Need to Keep your Customers Happy
sponsored by RingCentral
WHITE PAPER: For many organizations, UC and contact centers have operated separately, leaving agents in silos and sales/marketing/product teams out of the loop. But the market is shifting towards a complete unification of these tools under a single vendor. In this white paper, learn about the benefits of combining UC and contact center solutions.
Posted: 15 Dec 2020 | Published: 15 Dec 2020

RingCentral

How to future-proof your contact center
sponsored by RingCentral
EBOOK: The coronavirus pandemic has forced most contact centers into rapid transformation. In this white paper, RingCentral examines the effects of COVID-19 on business practices, with insights on how consumer behaviors are likely to shape the future requirements of the contact center and its employees. Download now to learn more.
Posted: 14 Dec 2020 | Published: 14 Dec 2020

RingCentral

Contact Center and Digital, Better Together
sponsored by Mediasmith, Inc.
EBOOK: In this eBook, explore some of the critical touchpoints through the customer journey, and how to improve them for the best possible experience.
Posted: 07 Dec 2020 | Published: 07 Dec 2020

Mediasmith, Inc.

How to Choose a Contact Center Software System in 2020
sponsored by CloudCall Ltd
EGUIDE: Contact center software buyers must consider features including data reporting, speech analytics, routing methods and AI. Learn what to look for with this guide to RFP creation.
Posted: 02 Dec 2020 | Published: 02 Dec 2020

CloudCall Ltd

Native CTI and Cloud Call Center Solution for ServiceNow
sponsored by ServiceNow
VIDEO: In this video, see how you can extend the value of ServiceNow with 3CLogic’s enterprise-grade cloud Call Center solution—specially designed to complement existing digital workflows—like email and chat—for a complete omnichannel experience. Watch now to learn more.
Posted: 19 Nov 2020 | Premiered: 19 Nov 2020

ServiceNow

NWN Experience Management Platform: What to know
sponsored by NWN Corporation
WEBCAST: NWN recently enhanced their NWN Experience Management Platform (EMP) for their 1,300+ customers, to help them achieve real-time visibility and control, and self-service capabilities. Learn about their EMP platform in this webinar, which also includes a quick demo of the solution.
Posted: 18 Nov 2020 | Premiered: Nov 18, 2020

NWN Corporation

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

ChaseData CCaaS: Improving their solution since 1997
sponsored by ChaseData
PRODUCT OVERVIEW: ChaseData CCaaS uses a suite of outbound calling solutions to help you maximize your live answer connection rates, avoid SCAM LIKELY, keep you in 100% compliance with TCPA, and more. Learn more about their solution and how you can get started in this white paper.
Posted: 18 Nov 2020 | Published: 18 Nov 2020

ChaseData

ChaseData CCaaS Overview
sponsored by ChaseData
EBOOK: ChaseData CCaaS delivers rapid efficiency gains by seamlessly combining all of your call center’s contact data, agent scripts, reports/dashboards/KPIs, campaigns and third-party apps into a single easy-to-use cloud-based software suite. Read this eBook for an overview of ChaseData’s solution and its features, as well as tips for getting started.
Posted: 18 Nov 2020 | Published: 18 Nov 2020

ChaseData
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