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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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Transforming Customer Support with Artificial Intelligence Capabilities
sponsored by Zendesk
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

Zendesk

Telekom Serbia Turns Contact Center into Profit Center with Avaya
sponsored by Avaya
CASE STUDY: Download this case study to learn how Telekom Serbia increased their customer satisfaction rate by almost 16%, while also improving support for mobile services.
Posted: 06 Dec 2018 | Published: 06 Dec 2018

Avaya

Customer Self-Service: Building Your Knowledge Base on a Solid Foundation You Didn't Realize was Already There
sponsored by Zendesk
WHITE PAPER: Download this white paper to find out how and why the start of a new chapter for your business is a great time to scale your customer service in a smart way and uncover 5 myths and realities of building a knowledge base for your customer self-service operation.
Posted: 26 Nov 2018 | Published: 26 Nov 2018

Zendesk

Digital Transformation: Insight into Getting It Right!
sponsored by Avaya
RESEARCH CONTENT: Download this IDC report to learn how UCC tools can enable organizations to operate and grow the business in new ways, help capitalize on and establish new innovative business models, and deliver more comprehensive worker and customer experiences.
Posted: 26 Nov 2018 | Published: 29 Jun 2018

Avaya

Demo: NICE inContact CXone – Agent for Salesforce WFO
sponsored by Nice-InContact
VIDEO: Watch this demo to learn how contact center agents can boost productivity and focus with easy access to WFO functionality from within Salesforce.
Posted: 21 Nov 2018 | Premiered: 15 Nov 2018

Nice-InContact

What's the Difference between a Cloud Native and a Hosted Contact Center Solution?
sponsored by Nice-InContact
VIDEO: A cloud-based contact center is a flexible, scalable and shared environment. Download this webinar to find out why companies are embracing the cloud and learn about the difference between a cloud native and a hosted contact center solution.
Posted: 20 Nov 2018 | Premiered: 15 Nov 2018

Nice-InContact

Cloud Native Contact Center Applications Ease the Burden of IT
sponsored by Nice-InContact
VIDEO: Download this webinar to learn from Melanie Turek of Frost & Sullivan as she discusses how cloud native contact center applications can ease the burden of IT, so they can focus on adding business value to their other applications.
Posted: 20 Nov 2018 | Premiered: 15 Nov 2018

Nice-InContact

4 Companies that Migrated from On-Premises Contact Centers to a Cloud Contact Center
sponsored by Nice-InContact
RESEARCH CONTENT: Customers want to feel valued and 73% say that valuing their time is one of the most important indicators of good customer service. In this Total Economic Impact report, uncover feedback from 4 companies that migrated from on-premises contact centers to a cloud contact center.
Posted: 19 Nov 2018 | Published: 30 Nov 2017

Nice-InContact

Understanding the Difference between a Cloud-native and a Hosted Solution
sponsored by Nice-InContact
RESOURCE: When it comes to contact center solution, it's very important to understand the difference between a hosted solution and a cloud-native solution. Download this brief one-page Frost & Sullivan report to better understand the differences between hosted and cloud-native capabilities.
Posted: 16 Nov 2018 | Published: 16 Nov 2018

Nice-InContact

Vendor Comparison: How 10 CCaaS Vendors Compare
sponsored by Nice-InContact
RESEARCH CONTENT: Download this Gartner Magic Quadrant, explore the strengths and cautions of 10 CCaaS vendors, and find out how the dynamics of the CCaaS market have changed based on the evolution of the contact center to the customer experience center.
Posted: 14 Nov 2018 | Published: 17 Oct 2018

Nice-InContact

Autodesk Inc. - Speeding Customer Response Times by 99% with IBM Watson
sponsored by IBM
CASE STUDY: In this case study, learn how Autodesk, a global leader in 3D computer-aided design, engineering, and entertainment software, developed a virtual agent to interact with customers contributing to a 10-point increase in customer satisfaction levels.
Posted: 13 Nov 2018 | Published: 13 Nov 2018

IBM

How Companies Transform Their Customer Experience in the Age of the Customer
sponsored by Zendesk
CASE STUDY: Inside, find out how brands like Uber, Peloton, and Stanley Black & Decker were able to transform their customer experiences. Learn about the importance of tailoring CRM tools to create unique experiences that are honest and data-driven.
Posted: 31 Oct 2018 | Published: 31 Oct 2018

Zendesk

6 Tips for Building a Thriving Contact Center
sponsored by Zendesk
WHITE PAPER: This white paper highlights the key reasons you need a contact center to increase customer satisfaction, reduce costs, and grow your business community. Learn more about the 6 tips for building a thriving contact center.
Posted: 29 Oct 2018 | Published: 29 Oct 2018

Zendesk

The ROI Case for Omnichannel Support
sponsored by Zendesk
WHITE PAPER: Customer expectations have never been higher, and by taking an omnichannel approach to support, businesses are aiming to meet these expectations. Inside, discover key findings about omnichannel support, and how companies can focus on customer needs and preferences, regardless of which channel they use to contact support.
Posted: 26 Oct 2018 | Published: 26 Oct 2018

Zendesk

How Fast-Growing Digital Natives Can Innovate and Scale
sponsored by Zendesk
WHITE PAPER: This guide can help support teams that have already mastered the digital landscape (digital natives) understand the best next steps based on their unique profiles and to help them benchmark against their peers. You can also explore top recommendations for improving how digital natives engage with customers.
Posted: 25 Oct 2018 | Published: 25 Oct 2018

Zendesk

Why Omnichannel Customer Support is No Fairytale
sponsored by Zendesk
WHITE PAPER: Omnichannel is how you can meet your customers where they are, wherever they are. In this white paper, explore 5 common misconceptions about omnichannel support, and find out why it's a must-have.
Posted: 25 Oct 2018 | Published: 25 Oct 2018

Zendesk

11 Cloud Contact Center Providers That Matter & How They Stack Up
sponsored by Serenova
ANALYST REPORT: In this Forrester report, learn about 11 contact center providers and how they measure up and help customer service leaders select the right cloud contact center provider for their needs.
Posted: 25 Oct 2018 | Published: 25 Sep 2018

Serenova

A Maturity Model for Delivering Proactive Customer Service
sponsored by ServiceNow
ANALYST REPORT: In this IDC report, you can examine the shift in customer service requirements within a highly digitized and competitive environment and how holistic customer handling creates a superior customer service experience.
Posted: 23 Oct 2018 | Published: 31 Jan 2017

ServiceNow

The Inner Circle Guide to Omnichannel
sponsored by Serenova
ANALYST REPORT: In this report, uncover a detailed and definitive view of the reality of implementing and using customer contact center technologies, as well as a checklist of key elements to achieving your omnichannel strategy.
Posted: 23 Oct 2018 | Published: 23 Oct 2018

Serenova

KPI Guide for Omni - Channel Contact Centers
sponsored by Serenova
WHITE PAPER: In this white paper, explore the most useful KPIs for managing customer service, sales and collections contact centers, and the importance and complexity of measuring all aspects of the customer journey. Uncover a list of the type of data required by contact centers and how it can be used to help companies meet and exceed customers' needs.
Posted: 23 Oct 2018 | Published: 23 Oct 2018

Serenova

IT Managers' Guide to Cloud - Based Contact Center Infrastructure
sponsored by Serenova
WHITE PAPER: Inside, learn about the similarities and differences between on-premise and cloud contact center implementations, security concerns with migrating to a cloud-based infrastructure, and internal resources requirements. Uncover how companies can leverage the digital transformation era to deliver a frictionless experience and more.
Posted: 22 Oct 2018 | Published: 29 Sep 2017

Serenova

2018 Customer Service Trends
sponsored by ServiceNow
ANALYST REPORT: We're at a tipping point for customer service operations. Customers contact enterprises at a greater rate over a greater number of channels. Access this Forrester report for the top 10 customer service trends, including key takeaways about using AI to focus on building connections with customers.
Posted: 12 Oct 2018 | Published: 24 Jan 2018

ServiceNow

Go Beyond the Contact Center with Mobile-First Customer Experiences
sponsored by Oracle
EBOOK: Customer experience is a core pillar of your digital transformation strategy. It is about delivering a truly personalized, contextual, and meaningful experience to customers across the entire engagement lifecycle. Uncover 10 considerations for redefining the engagement model and reinventing the customer experience.
Posted: 05 Nov 2018 | Published: 05 Nov 2018

Oracle

Your Communications System is Determining Your Future
sponsored by 8x8, Inc.
VIDEO: In this webinar, hear from tech visionary Geoffrey Moore and 8x8 CEO Vik Verma, as they discuss why you will never meet your customer experience goals unless you fix your employee experience capabilities. Find out how you can empower employees to innovate, respond and serve customers with actionable insights.
Posted: 02 Nov 2018 | Premiered: 29 Oct 2018

8x8, Inc.

The 8 Criteria for Enterprise-Grade Communications as a Service
sponsored by 8x8, Inc.
WHITE PAPER: Enterprise Communications as a Service (ECaaS) was created to provide continuous communications and true mobility to enhance the way companies work. This white paper introduces and summarizes the 8 key aspects and unique benefits of ECaaS.
Posted: 10 Oct 2018 | Published: 10 Oct 2018

8x8, Inc.
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