Remote Agent Playbook
sponsored by RingCentral
EBOOK:
PH
Posted: 10 Jun 2021 | Published: 10 Jun 2021
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The Game Plan for Omnichannel Customer Service
sponsored by Intrado
WHITE PAPER:
Download this white paper for expert insights and practical suggestions on how to design an effective contact strategy based on modalities (voice, text, video) and engagement options (live assistance, self service, proactive service).
Posted: 03 Jun 2020 | Published: 03 Jun 2020
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HOW LONG HOLD TIMES AFFECT YOUR CUSTOMERS’ EXPERIENCE (AND YOUR BOTTOM LINE)
sponsored by RingCentral
WHITE PAPER:
There’s always going to be an ebb and flow of contact center needs that is mitigated by asking customers to wait. Still, the question is, what does that mean for you, and how can you handle them better? Find out in this white paper, which explores the effects of hold times on your customers’ experience and tips to help you tackle the issue.
Posted: 22 Apr 2020 | Published: 22 Apr 2020
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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
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Multichannel Contact Centers: Metrics and Realities
sponsored by Five9
EGUIDE:
This expert e-guide discusses the new multichannel realities of the contact center and explores how technologies have started to reflect these changes, as well as tips for benchmarking these new metrics. While there is no agreed-upon industry standard for call center metrics, you can review 11 of the most important ones inside.
Posted: 03 Jun 2014 | Published: 03 Jun 2014
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Video, Live Chat Usher in Multichannel Customer Service Challenges
sponsored by BoldChat - LogMeIn
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
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How to Meet and Exceed Customer Demands
sponsored by Genesys
WHITE PAPER:
Customers expect a great end-to-end experience. Wherever work is accomplished in the enterprise, it's all part of the Customer Service Value Chain. Is your enterprise meeting this expectation? What about in the future?
Posted: 30 Jun 2014 | Published: 26 Jun 2014
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Performance Improvement In The Contact Centre
sponsored by Cisco
WHITE PAPER:
Find out how you can improve customer satisfaction, become more competitive and reduce the cost of acquiring and retaining loyal customers by investing more money in contact center technologies.
Posted: 17 Jun 2014 | Published: 31 Dec 2013
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As Multichannel Intensifies, Call Centers Get a Wake Up Call
sponsored by Zendesk
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
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Speech-to-Text Analytics Reveals New Insights Into Consumer Behavior
sponsored by IBM
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
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