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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Supporting a Multichannel Contact Center
sponsored by SearchCRM
EGUIDE:
Consult this expert e-guide to uncover how you can provide customer support across multiple communication channels. Assisting customers efficiently is imperative to the reputation of your business. This e-guide covers best practices for managing multiple channels, so you can prepare for communication from every angle.
Posted: 13 Feb 2013 | Published: 13 Feb 2013
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The Real-World Guide to Managing Remote Teams with CXone
sponsored by NICE inContact
WEBCAST:
In this interactive workshop, learn how you can better manage your remote contact center agents with NICE inContact’s CXone. You’ll also be provided with a workbook you can use as a real-life reference once you’re back in the office. Watch now to get started.
Posted: 15 Jan 2021 | Premiered: Jan 15, 2021
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The Transformed Workplace
sponsored by NICE inContact
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
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Customer Experience Exchange E-Zine: Issue 3
sponsored by SearchCRM
EZINE:
In this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%.
Posted: 20 Mar 2012 | Published: 20 Mar 2012
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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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5 benefits of call reports - CloudCall
sponsored by CloudCall Ltd
WEBCAST:
Analyzing call data can reveal powerful insights into how your business is operating and how improvements can be made. With many businesses working remotely, it’s more important than ever to be able to accurately track activity levels. Watch this video for an in-depth look at the benefits of call reports.
Posted: 06 Nov 2020 | Premiered: Nov 6, 2020
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Let's Chat: 4 Limitations of Automated Agents in the Contact Center
sponsored by Genesys
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
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Achieve CX Optimization with Call Center Transformation
sponsored by Squelch
EGUIDE:
In this guide, learn how call center optimization can improve your CX strategy. Discover 5 common customer support problems affecting your CX, and learn how call center transformation can increase business value and drive customer satisfaction.
Posted: 03 Jul 2019 | Published: 01 Jul 2019
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AI in CRM: 10 Tips for Implementing Bots
sponsored by ConvergeOne
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
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