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: 08 Feb 2021 | Published: 12 Jan 2021
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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: 01 Jul 2020 | Published: 01 Jul 2020
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Maximize Your Contact Center Performance With Employee Engagement
sponsored by Talkdesk
EBOOK:
Download this eBook to explore the concept and potential benefits of contact center employee engagement, as well as strategies and innovative technologies that can help you achieve it.
Posted: 17 Jun 2020 | Published: 17 Jun 2020
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The Cloud Customer Experience: Moving away from Avaya
sponsored by Talkdesk
WHITE PAPER:
Read this eBook to learn about the benefits of moving from a legacy contact center, like Avaya, to a cloud-native platform, and how doing so can help you provide the best possible CX.
Posted: 16 Jun 2020 | Published: 16 Jun 2020
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Voice over VPN vs. voice over cloud: a side-by-side comparison
sponsored by Talkdesk
WHITE PAPER:
Download this white paper to learn about the problems with relying on an on-prem VPN for voice communication and see why the cloud is the better choice for a WFH contact center.
Posted: 16 Jun 2020 | Published: 16 Jun 2020
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MicroScope – October 2019: What's next for the channel?
sponsored by MicroScope
EZINE:
The fourth quarter is the busiest in the channel, and we get an idea of which technologies should be selling strongly
Posted: 23 Sep 2019 | Published: 04 Sep 2019
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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
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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
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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
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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
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Taking on Virtual Agents to Handle Global Smartphone Users
sponsored by ConvergeOne
EGUIDE:
Explore the growing acceptance of virtual agents and find out how Vivino, the world's most downloaded wine app, configured their contact center and improved customer experiences for millions of global smartphone users speaking different languages.
Posted: 23 May 2018 | Published: 23 May 2018
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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All resources sponsored by Pegasystems
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3 Keys to a 5-Star Mobile User Experience
sponsored by Hewlett Packard Enterprise
RESOURCE:
Access this brief resource to find fast facts about the mobile user experience, and find out why the user experience should be at the top of every enterprise's list. View now to discover how your mobile experience may be handicapping your business and damaging your brand presence.
Posted: 15 Dec 2014 | Published: 15 Dec 2014
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The Makings of a Modern Contact Center
sponsored by SearchCRM
EBOOK:
Choosing between a hosted or on-premises model -- or a blend of the two -- is the first step to modernizing customer relationship management systems today. Inside, explore the key differences between a hosted and an on-premises contact center.
Posted: 23 Jul 2014 | Published: 23 Jul 2014
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Performance Improvement In The Contact Centre
sponsored by Cisco
WHITE PAPER:
Find out how you can improve customer satisfaction, become more competitive and reduce the cost of acquiring and retaining loyal customers by investing more money in contact center technologies.
Posted: 17 Jun 2014 | Published: 31 Dec 2013
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