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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A Step-by-Step Guide to Improve your Employee Onboarding
sponsored by Pipefy
WHITE PAPER:
As everyone knows, the first impression is the one that sticks. Because of that, it is important to structure your employee onboarding thoughtfully. Download this eBook to explore 6 steps typically involved in the onboarding process and expert tips to help you give new employees a great experience.
Posted: 22 Apr 2020 | Published: 22 Apr 2020
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It's Good to Talk Even in a High Tech World
sponsored by BT
WHITE PAPER:
View this white paper to learn how those in the media and technology industry can improve their customer service experience through the use of a strong voice channel.
Posted: 07 Jun 2019 | Published: 07 Jun 2019
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How to Leverage Quality Management to Transform the Customer Experience
sponsored by 8x8, Inc.
EBOOK:
Read this eBook to learn how you can better leverage quality management in your contact center, as well as 5 tips you can use to boost the effectiveness of your program
Posted: 11 May 2020 | Published: 11 May 2020
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Contact Center 2.0
sponsored by RingCentral
WHITE PAPER:
Download this white paper to learn about the problems associated with legacy contact centers, and how moving to the cloud can help eliminate them.
Posted: 24 Apr 2020 | Published: 24 Apr 2020
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Contact Center Operations Software: How These 41 Products Compare
sponsored by Genesys
WHITE PAPER:
Contact center operations software provides businesses with the capabilities necessary to run a customer contact center—but with all the software options available, how do you know which is the best choice for you? Find out in this G2 Grid Report for Contact Center Infrastructure, which ranks 41 vendors and their features.
Posted: 03 Feb 2020 | Published: 03 Feb 2020
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Digital-first Contact Center: The Innovator's Guide
sponsored by NICE inContact
EBOOK:
Download this eBook to explore research findings surrounding contact center transformation and get tips on how you can provide a best-in-class digital experience to customers.
Posted: 07 May 2020 | Published: 07 May 2020
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4 Businesses That Found CX Success with a Cloud Call Center
sponsored by Genesys
WHITE PAPER:
Meeting today’s increasing customer expectations means having the right technology to support your call center—which is why so many organizations are moving to a cloud-based platform. Download this eBook to find out how 4 call centers upgraded their technology and achieved ROI by moving their call center to the cloud.
Posted: 31 Jan 2020 | Published: 31 Jan 2020
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Making WFM Work: Best Practices and ROI Model
sponsored by Calabrio, Inc.
WHITE PAPER:
There has been tremendous innovation in contact center workforce management (WFM) over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.
Posted: 31 Jan 2012 | Published: 24 Jan 2012
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Create and implement an all-purpose multichannel contact center
sponsored by ConvergeOne
EBOOK:
Find out why it's hard to determine exactly how to integrate social channels with CRM and how your business model -- and finding where your customers hang out -- will show the way.
Posted: 03 May 2018 | Published: 03 May 2018
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