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ALSO CALLED: CIC, eContact Centers, Customer Interaction Centers, Enterprise Contact Centers, Web-enabled Call Centers
DEFINITION: Directions: Click on each term to read our complete definition.We invite you to print out this page for your convenience. A contact center is a central point in an enterprise from which all customercontacts are managed. The contact center typically includes one or more onlinecall centers but may also include other types of customer contact as well,including e-mail newsletters, postal mail catalogs,  … 
Contact Centers Reports
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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

Contact Center Executives: Countering the Pressures of Improving Your Company's Net Promoter Score
sponsored by Convergys
WHITE PAPER: What happens when your NPS score isn't what was expected, or it changes? Download this white paper to learn about a contact center strategy to help your organization improve their NPS.
Posted: 12 Sep 2018 | Published: 12 Sep 2018

Convergys

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

Panel Discussion: The Future of Call Centers
sponsored by IBM
VIDEO: In this webcast, Michelle Peluso discusses with a panel of customer service executives the challenge of building and maintaining long-lasting client relationships, and best practices to engage and nurture them successfully.
Posted: 06 Sep 2018 | Premiered: 06 Sep 2018

IBM

Convergys Analytics Webinar: Attention CX Practitioners! It's Time to Tranform Your Role
sponsored by Convergys
VIDEO: In this webinar, legendary CX expert Bruce Temkin discusses tips for how marketers can reshape their roles within the organization and drive real CX improvement with a "voice of the customer" strategy. Find out how you can turn customer insights into game-changing action.
Posted: 06 Sep 2018 | Premiered: 26 Jun 2018

Convergys

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

A Simple Way to Understand Machine Learning vs. Deep Learning for Customer Service
sponsored by Zendesk
RESOURCE: In this resource, learn about machine learning and deep learning, and how these concepts are dominating the conversations about AI for customer service. Find out how chatbots incorporate a deep learning model to provide customers with more personalized assistance.
Posted: 04 Sep 2018 | Published: 18 Jul 2017

Zendesk

Interactive Voice Response: The Lost Channel?
sponsored by Convergys
RESEARCH CONTENT: According to Forester, two-thirds of companies view social customer service as the most pressing short-term priority for U.S. contact centers. IVR often goes overlooked – Inside, uncover 6 quick steps to immediately improve your IVR experience and learn the best approach to optimization.
Posted: 04 Sep 2018 | Published: 04 Sep 2018

Convergys

The 16 Customer Service Skills of Great Customer Service Agents
sponsored by Zendesk
RESOURCE: Customer service involves much more than having a conversation on the phone. Responding to tickets over email, live chat, and social media are equally important communication channels for customers. In this resource, uncover 16 customer service skills of great customer service agents and why agents need to be able to move easily between channels.
Posted: 31 Aug 2018 | Published: 31 Aug 2018

Zendesk

Four Steps to Conversational IVR
sponsored by Convergys
WHITE PAPER: We have become accustomed to using speech to interact with devices in our everyday lives. Now, you can leverage voice-controlled digital assistants in your contact center to give your customers seamless, low-effort experience they deserve. This paper outlines 4 fundamental steps to get you started on the path to conversational IVR.
Posted: 22 Aug 2018 | Published: 22 Aug 2018

Convergys

Everybody Loves a Bot: How to Wow Your Customers with Robotic Process Automation
sponsored by Convergys
WHITE PAPER: This white paper will help de-mystify robotic process automation (RPA) and help you get on the path to implementing RPA tools in your contact center. Explore how agents can deliver a more focused, consultative engagement, resulting in higher quality exchange with the customer, and additional benefits inside.
Posted: 22 Aug 2018 | Published: 22 Aug 2018

Convergys

The Role of Human Talent in a Digital-First World
sponsored by Convergys
WHITE PAPER: As more and more of customers' simple needs are being addressed with digital self-service, human support interactions are becoming centered on more complex tasks. In this white paper, take a look at 7 high priority actions for making digital technologies and human talent work in harmony.
Posted: 20 Aug 2018 | Published: 20 Aug 2018

Convergys

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

Better Contact Center Reporting: 2 Reports to Improving Analytics to Drive Key Business Objectives
sponsored by ShoreGroup
WHITE PAPER: In this white paper, learn about the 2 main routes to better contact center reporting and analytics, and how the route you choose can keep you on the right track.
Posted: 25 Jul 2018 | Published: 25 Jul 2018

ShoreGroup

Advanced Reporting and Analytics Offer Digital Paydirt
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: 24 Jul 2018 | Published: 15 Jun 2018

ShoreGroup

Nexidia Analytics Solution Brief
sponsored by NICE Systems, Inc
RESEARCH CONTENT: Take a look at this solution brief to learn how analyzing and correlating all levels of customer engagement can add value and context to each interaction, allowing for a granular understanding of every element of the journey.
Posted: 13 Jul 2018 | Published: 13 Jul 2018

NICE Systems, Inc

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

Robotic Process Automation in the Contact Center: What to Automate, Where to Start
sponsored by Convergys
WHITE PAPER: Today, robotic process automation has come to customer care as a key enabling technology revolutionizing business processes, empowering employees and companies to deliver transformative customer experiences at a time when they need it most. Keep reading to uncover case studies, benefits and more.
Posted: 15 Jun 2018 | Published: 15 Jun 2018

Convergys

Deliver New Customer Experiences Through AI-enabled Chatbots
sponsored by Amazon Web Services
VIDEO: Learn how organizations like Deloitte are leveraging AI and machine learning to improve customer engagement, and using chatbots to mimic human conversations with their customers.
Posted: 16 Jul 2018 | Premiered: 18 Jan 2018

Amazon Web Services

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

Extending Skype for Business into the Contact Center
sponsored by West UC
WHITE PAPER: Learn how to extend capabilities for tools like Skype for Business into a cloud-based contact center.
Posted: 28 Jun 2018 | Published: 28 Jun 2018

West UC

Delivering Exceptional Customer Experience With CCaaS
sponsored by West UC
WHITE PAPER: Learn about the pros and cons of a cloud-based contact center as a service (CCaaS) platform that's designed to help streamline unified communications and enable customer service teams meet consumers on their channels of choice.
Posted: 27 Jun 2018 | Published: 27 Jun 2018

West UC
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