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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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12 Signs you're Ready to Upgrade to a Cloud Contact Centre Platform
sponsored by Genesys
EBOOK: Review this list of benefits to see if now is the time to level up to a cloud call center—after completing a brief survey.
Posted: 02 Jul 2021 | Published: 02 Jul 2021

TOPICS:  Contact Centers
Genesys

Genesys named a leader in 2020 CCaaS Magic Quadrant
sponsored by Genesys
ANALYST REPORT: By 2024, contact center as a service (CCaaS) solutions that include functionality from all 4 pillars of customer service technology will represent 70% of all new CCaaS deployments. Complete this survey to access the exclusive Gartner Magic Quadrant for CCaS report.
Posted: 02 Jul 2021 | Published: 02 Jul 2021

TOPICS:  Contact Centers
Genesys

Seven Ways to Deliver Leading Digital Customer Service
sponsored by Genesys
BLOG: Explore 7 tips for delivering leading digital customer service in this blog post—which you can access after a brief survey.
Posted: 02 Jul 2021 | Published: 02 Jul 2021

TOPICS:  Contact Centers
Genesys

Genesys Vs Cisco
sponsored by Genesys
RESOURCE: Today more than ever, you need a call center solution that offers your business flexibility and security. Genesys, named a market leader, delivers value, efficiency and simplicity to customers. See what Genesys offers and how it stacks up against the competition after a brief survey.
Posted: 02 Jul 2021 | Published: 02 Jul 2021

TOPICS:  Contact Centers
Genesys

Partner Marketing - Cisco Displacement Campaign-in-a-Box and Resources
sponsored by Genesys
EBOOK: PH
Posted: 02 Jul 2021 | Published: 02 Jul 2021

TOPICS:  Contact Centers
Genesys

Journey Mapping - chart the moments that matter most
sponsored by Genesys
EBOOK: Right now, organizations are prioritizing a customer-centric business strategy—which all depends on understanding your customers’ perspectives in a new way. In this guide, learn how to use predictive engagement to inform customer interactions in real time. Access the guide here by completing this quick survey.
Posted: 02 Jul 2021 | Published: 02 Jul 2021

TOPICS:  Contact Centers
Genesys

Building a Better Customer Experience - True Stories from the Front Lines of Continuous CX Improvement
sponsored by Cyara
EBOOK: PH
Posted: 30 Jun 2021 | Published: 30 Jun 2021

TOPICS:  Contact Centers

Building a Better Customer Experience – True Stories from the Front Lines of Continuous CX Improvement
sponsored by Cyara
EBOOK: A key element of providing a flawless CX is automating testing and monitoring, so you can discover and fix glitches before they escalate into serious issues. Explore 5 real-life stories of organizations improving their CX strategy with automated testing, and the benefits they achieved, in this eBook. Complete a brief survey to get your copy.
Posted: 29 Jun 2021 | Published: 29 Jun 2021

TOPICS:  Contact Centers

Making the Move from Manual to Automated CX Testing – Q&A with Assurant
sponsored by Cyara
WEBCAST: Automation has a lot of potential to free employees of time-consuming, manual tasks, like IVR testing. Watch this Q&A—after completing a brief survey—to hear from experts as they discuss how to successfully move to automated testing, and the potential benefits.
Posted: 29 Jun 2021 | Premiered: Jun 29, 2021

TOPICS:  Contact Centers

Embrace the Future of Contact Centers with a Migration to the Cloud
sponsored by Cyara
EBOOK: As more organizations move their contact centers to the cloud, many are realizing the benefits of implementing AI and ML-powered tools. Download this eBook to learn how migrating to the cloud can help deliver better customer experiences, and how Cyara can help accelerate your move to Amazon Connect.
Posted: 29 Jun 2021 | Published: 29 Jun 2021

TOPICS:  Contact Centers

Cloud Contact Center Migration Checklist
sponsored by Cyara
WHITE PAPER: To achieve digital transformation, many companies are migrating their contact center infrastructure to the cloud. Use this migration strategy checklist to prepare for your project, and think through all the elements of your migration. Get your copy after a brief survey.
Posted: 29 Jun 2021 | Published: 29 Jun 2021

TOPICS:  Contact Centers

5 Tips for Successful Contact Center Cloud Migrations
sponsored by Cyara
EBOOK: For most organizations, shifting the contact center to the cloud is no longer a question of ‘if,’ rather it is a question of ‘how fast?’ Take a brief multiple-choice survey to see why so many organizations are moving their contact centers to the cloud, and explore 5 tips for a successful project, in this eBook.
Posted: 29 Jun 2021 | Published: 29 Jun 2021

TOPICS:  Contact Centers

The Connected Center: Deliver superior CX to boost contact center value
sponsored by Verizon
WHITE PAPER: The following document contains some market insights on how trends in mobile technology, data analytics and omnichannel marketing are shaping their operations, empowering agents and strengthening the CX. Access it today to learn how you can boost the value of your contact center with stronger, faster, and personalized customer support.
Posted: 19 May 2021 | Published: 19 May 2021

Verizon

Contact center workforce management: Best practices for shifting to remote work
sponsored by Verizon
RESOURCE: Many companies have struggled to shift contact center employees to a work-from-home model. Fortunately for you, remote contact center employees can actually improve the customer experience—with the right set of best practices. Read this article to discover how you can overcome the inevitable challenges of remote work and come out on top in the end.
Posted: 14 May 2021 | Published: 14 May 2021

Verizon

Six Ways to Put Avaya OneCloud™ CCaaS to Work for Your Business
sponsored by Avaya
WHITE PAPER: 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: 02 Apr 2021 | Published: 02 Apr 2021

Avaya

Create great experiences in your contact center
sponsored by TechTarget
RESOURCE: COVID-19 has highlighted the importance of having a contact center that can support mobile, omnichannel customer service. As you head into 2021, it's important to re-evaluate your current contact center strategy, to identify—and remedy—any existing weaknesses. Grab a copy of our guide to get started.
Posted: 01 Mar 2021 | Published: 01 Mar 2021

TechTarget

Deliver an Integrated, Data-Driven Customer Experience with the NWN Contact Center
sponsored by NWN Corporation
DATA SHEET: Meeting customer demands and delivering an excellent experience consistently across channels is a core challenge for every organization. Read this solution brief to learn about the NWN Contact Center offering, and how it can help you simplify service management and instead focus on optimizing your customers' experiences.
Posted: 12 Feb 2021 | Published: 12 Feb 2021

NWN Corporation

5 ways a chatbot for the contact center can help workflow
sponsored by ServiceNow
EGUIDE: Explore 5 ways a business's workflow can benefit from chatbots for the contact center in this expert guide.
Posted: 27 Jan 2021 | Published: 25 Jan 2021

ServiceNow

Contact Center Agility In The Post-covid World
sponsored by NICE CXone
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 CXone

5 Ways To Manage Demand Swings In Your Contact Center
sponsored by NICE CXone
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 CXone

The Transformed Workplace
sponsored by NICE CXone
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 CXone

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

The 10 Most Common Call Centre Problems And How To Fix Them
sponsored by GoToConnect
WHITE PAPER: Call centers are a kind of battlefield. Call center managers must fight on multiple fronts every day, fending off rapid-fire demands from employers, customers, technology, and management. In this guidebook, learn how to identify the 10 most common call center problems and follow along as GoToConnect offers easy fixes for each one.
Posted: 06 Jan 2021 | Published: 06 Jan 2021

GoToConnect

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

EMP Webinar - Devices
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
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