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Contact Center Services

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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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Customer Engagement – The Road to 2020
sponsored by West UC
WHITE PAPER: This resource presents survey findings on consumer preferences and offers recommendations for contact center managers to close the gap between digital technology and customer engagement.
Posted: 06 Jul 2018 | Published: 29 Jun 2018

West UC

PCI DSS & Data Security for Contact Centers: Navigating the Regulatory Landscape
sponsored by Semafone
WEBCAST: With the onslaught of cyberattacks that have occurred this year, data security has never been a higher priority for organizations, especially for contact centers. Learn from 2 leaders in the data security field about top data security regulations, laws and standards affecting contact center governance, and more.
Posted: 18 Jun 2018 | Premiered: Jun 13, 2018

Semafone

Chat Channel Expansion: How to Shift from Voice to Chat with Success
sponsored by Convergys
WHITE PAPER: In the shift toward digital customer care, chat is getting a lot of attention. Find out how you can help business leaders uncover why chat isn't working for them, and 6 key success factors for making chat a more significant channel.
Posted: 15 Jun 2018 | Published: 15 Jun 2018

Convergys

Agent Availability: The Super-Metric at the Heart of the Contact Center’s IT Infrastructure
sponsored by Convergys
WHITE PAPER: Read this report to learn about agent availability and uncover the tough questions you need to put in front of your senior IT team, to see how our network availability statistics are masking some serious downside and upside risks that are jeopardizing your ability to grow.
Posted: 14 Jun 2018 | Published: 14 Jun 2018

Convergys

The 7 Agent Behaviors that Score Highest with Customers
sponsored by Convergys
ANALYST REPORT: This report identifies which agent behaviors are most effective at improving your frontline agent performance scores and 7 key findings for contact center leaders to help drive customer satisfaction.
Posted: 14 Jun 2018 | Published: 14 Jun 2018

Convergys

Self-Service Soars, Increasing Customer Satisfaction
sponsored by Convergys
RESOURCE: Customers want to interact with your company digitally 68% of the time, and they expect it to be quick and easy. As resounding 56% of customers select self-service options first for easy inquiries. Keep reading to learn about the key takeaways and find out how to make customer satisfaction results soar.
Posted: 13 Jun 2018 | Published: 13 Jun 2018

Convergys

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

ConvergeOne

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

Automating the Contact Center with AI and NLP
sponsored by Luminoso
RESOURCE: Find out how artificial intelligence and natural language understanding applies to understanding, classifying, and labeling contact enter interactions.
Posted: 04 May 2018 | Published: 04 May 2018

Luminoso

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

Use Gamification and Workforce Optimization to Help Improve Your Customer Experience
sponsored by Verizon
VIDEO: Learn about the right tools to kindle employee excitement and the importance of attracting and retaining high quality talent with workforce optimization. Also uncover why you need to provide unique, personalized CX to gain new customers and keep the ones you have.
Posted: 22 Mar 2018 | Premiered: 05 Oct 2016

Verizon

Better, Faster, Shorter: Engaging Customers and Resolving Issues With New Contact Center Tools
sponsored by Verizon
WEBCAST: Hear from Alla Reznik and Jessica Smith from Verizon about the importance of the customer experience and how your organization can make the move from contact centers to experience centers while capturing the voice of the customers.
Posted: 22 Mar 2018 | Premiered: Oct 10, 2016

Verizon

Rethinking Your Contact Center: How to Engage the Modern Customer
sponsored by 8x8, Inc.
WHITE PAPER: Inside, learn about the challenges in creating an exceptional customer experience, the value of a contact center that supports all channels, and best practices for positively impacting customers.
Posted: 21 Mar 2018 | Published: 31 Dec 2017

8x8, Inc.

Contact Center as a Service: A View from the Trenches
sponsored by 8x8, Inc.
WHITE PAPER: Examine the impacts a shift from premises-based to cloud contact center has to employees on the frontline, supervisors, and contact center managers tasked with running the day-to-day operations, as well as insight on common questions and experiences in a contact center as a service (CCaaS) environment.
Posted: 20 Mar 2018 | Published: 31 Dec 2017

8x8, Inc.

The US Contact Center Decision-Makers' Guide: The Omnichannel Chapter
sponsored by Genesys
WHITE PAPER: Your customers expect effortless and personalized engagement across all their channels. Delivering exceptional customer service requires the platform, infrastructure, applications and resources to identify, route and switch interactions seamlessly between agents and channels, while keeping relevant data available throughout the customer journey.
Posted: 13 Mar 2018 | Published: 31 Dec 2017

Genesys

eBook: Contact Center Economics and the Cloud
sponsored by Genesys
EBOOK: If you are considering the right deployment model for your contact center, economic guidelines can help you choose the solution that is best for your company. Cloud, on-premises or hybrid. Inside, uncover how different criteria can affect your choice.
Posted: 13 Mar 2018 | Published: 31 Dec 2017

Genesys

Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017 - 18
sponsored by Genesys
ANALYST REPORT: With all the options in the rapidly changing marketplace for cloud-based contact centers, it's a challenge to find the right solution for your business. Learn why Genesys has been positioned as a leader who has solutions for businesses of all sizes and in all industries around the world.
Posted: 13 Mar 2018 | Published: 13 Mar 2018

Genesys

eBook: Blended AI for Customer Experience
sponsored by Genesys
EBOOK: Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide.
Posted: 13 Mar 2018 | Published: 31 Dec 2017

Genesys

Forrester Study: Cost Savings and Benefits of a Cloud-Based Omnichannel Contact Center Solution
sponsored by Genesys
RESEARCH CONTENT: The beauty of cloud-based platforms is that they are adaptable and truly scalable to any sized business. Whether you're a small company looking to improve your communications or a new company ready to implement a platform to grow with the business, cloud-based solutions keep you covered.
Posted: 13 Mar 2018 | Published: 31 Dec 2017

Genesys

Frost & Sullivan: Update Your Contact Center Today or Risk Losing Business Tomorrow
sponsored by Genesys
ANALYST REPORT: Future-proof your contact center with omnichannel at the center of your digital transformation. It eliminates siloes so your customers get the seamless experience they expect. Learn how to manage the entire customer journey with a single, integrated view of all interactions.
Posted: 13 Mar 2018 | Published: 31 Dec 2017

Genesys

Forrester Study: The Total Economic Impact™ Of Genesys PureCloud
sponsored by Genesys
RESEARCH CONTENT: Historically, upgrading your contact center solution was a costly endeavor. The Genesys® PureCloud™ solution breaks the mold with a three-year 571% ROI and payback in less than three months.
Posted: 13 Mar 2018 | Published: 13 Mar 2018

Genesys

eBook: Your Definitive IVR Playbook
sponsored by Genesys
EBOOK: Customer interactions, across all channels, are of strategic importance in today's world. Inside, learn how you can meet the criteria your customers place the emphasis on.
Posted: 12 Mar 2018 | Published: 31 Dec 2017

Genesys

eBook: Not All Cloud Contact Center Platforms Are Created Equal
sponsored by Genesys
EBOOK: Everyone says they're "in the cloud," but most technology leaders would agree that not all clouds are created equal. When evaluating a cloud contact center solution for your business, it's important to understand the difference between a true Cloud 2.0 application and traditional software.
Posted: 12 Mar 2018 | Published: 31 Dec 2017

Genesys

Forrester Study: Artificial Intelligence with the Human Touch
sponsored by Genesys
RESEARCH CONTENT: See how enterprises around the world use AI to improve customer service and uncover new revenue streams, the challenges they overcame, and why a blended solution with live agents makes sense.
Posted: 12 Mar 2018 | Published: 30 Nov 2017

Genesys
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