Contact Centers Reports

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

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

EGUIDE: The hype surrounding artificial intelligence (AI) and all its potential applications is seemingly unending—but, could it really as powerful as people say it is? Keep reading to discover what AI is by definition, why it's becoming a hot commodity for contact centers, and the pros and cons of implementing it for yourself.

Posted: 09 Sep 2019 | Published: 09 Sep 2019

RESOURCE CENTER: Download this e-guide to learn about the evolving role of AI in CRM and how chatbots can help enterprises transform their customer service functions. You'll also uncover how AI technologies use customer data to provide valuable insights into emotions, buying behaviors, identities and more to help you take action.

Posted: 07 Dec 2018 | Published: 07 Dec 2018

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

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

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

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

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

EGUIDE: In this expert e-guide, learn about what you need to consider when making contact center purchasing decisions, 5 contact center automation tools to know, and the top 5 benefits of speech analytics.

Posted: 31 Oct 2017 | Published: 27 Oct 2017

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

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

EGUIDE: The unified communications and collaboration industry has been going through major changes in the last few years with the advent of UC consolidation. In this e-guide, learn about how contact center software provider Genesys went through a shift in 2016 after planning to boost its cloud-based services by acquiring new UC capabilities.

Posted: 17 Apr 2017 | Published: 11 Apr 2017

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

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

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

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

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

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

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

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

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

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

RESOURCE: Access this brief resource to discover the 3 critical funnel points your contact center can focus on to maximize your ROI. Find out opportunities to improve data quality and lead qualification, and how to fix them.

Posted: 04 Dec 2014 | Published: 04 Dec 2014

WHITE PAPER: Access this whitepaper to discover the 3 main funnel points for a successful sales strategy. Read on to find out how to calculate your campaign for success, and how to measure your call center metrics appropriately.

Posted: 01 Dec 2014 | Published: 01 Dec 2014