eContact Centers

eContact Centers Reports
Call Center Tips: Bridging the CEM Chasm
sponsored by SearchCRM
EGUIDE: Check out this expert e-guide with advice from Forrester analyst Art Schoeller, as he explores how to harness social media channels in your call center via an "outside-in" strategy. Read now to learn how to reach all customer touchpoints and achieve 100% visibility into your end-to-end customer interactions.
Posted: 26 Aug 2013 | Published: 26 Aug 2013

SearchCRM

Managing and Optimizing the Call Center
sponsored by SearchCRM
EGUIDE: In this e-guide from the experts at SearchCRM.com, learn how your organization can optimize its call center and drive customer service success with the use of workforce management (WFM) software, real-time speech analytics software, guidance applications, predictive analytics, and other tools.
Posted: 24 Sep 2013 | Published: 24 Sep 2013

SearchCRM

Getting Sales Dialed In: Improving Process Efficiencies and Increasing Sales Using RingCentral
sponsored by RingCentral
PRESENTATION TRANSCRIPT: This presentation transcript explores how cloud-based telephony can help increase call efficiency, improve manageability, and ensure that a sales opportunity is never missed.
Posted: 29 Oct 2012 | Published: 29 Oct 2012

RingCentral

Overhauling a Legacy Contact Center: Starting Steps
sponsored by Five9
EGUIDE: Overhauling legacy contact center technology is often costly and time-consuming, but it doesn't have to be. This expert e-guide offers advice on deciding when it's time to upgrade your contact center, making the business case for an overhaul, and important change management considerations.
Posted: 10 May 2013 | Published: 10 May 2013

Five9

The Makings of a Modern Contact Center
sponsored by SearchCRM
EBOOK: Choosing between a hosted or on-premises model -- or a blend of the two -- is the first step to modernizing customer relationship management systems today. Inside, explore the key differences between a hosted and an on-premises contact center.
Posted: 23 Jul 2014 | Published: 23 Jul 2014

SearchCRM

The Azzurri Contact Centre Leader Peer-to-Peer Opinion Exchange 2013
sponsored by Azzurri
WHITE PAPER: This white paper features a quantified report on UK contact centre leaders, and compares the results of those who have implemented a single multi-channel communications system and those who have not, to get a clear picture of what the barriers and benefits of this system may be.
Posted: 08 Oct 2013 | Published: 08 Oct 2013

Azzurri

Seven Trends Driving Effectiveness in the Contact Center
sponsored by Avaya
WHITE PAPER: Customers want to use social media, video, instant messaging and more to contact you - and they want to do it quickly. In this resource, check out seven key trends that are driving effectiveness in the contact center.
Posted: 31 May 2013 | Published: 30 Apr 2013

Avaya

Contact Centers: How Gartner's Criteria Shook Up Vendor Rankings
sponsored by Five9
EGUIDE: Uncover why organizations are shifting to contact center as a service (CCaS) to replace their current infrastructure.
Posted: 03 Oct 2017 | Published: 03 Oct 2017

Five9

How Mobile Devices are Driving Innovations in Contact Centers
sponsored by Avaya
WHITE PAPER: Failing to adopt a customer service strategy for mobile devices could put your business at a serious disadvantage. Gartner research suggests that 80% of companies will suffer revenue loss from the lack of customer support on mobile devices by 2013. Read this paper to learn how to utilize the opportunities mobility offers customer service.
Posted: 29 Oct 2012 | Published: 29 Oct 2012

Avaya

Contact Center Technology and Automation Tools You Should Know
sponsored by ConvergeOne
EGUIDE: Explore the considerations of cataloging your organization's business requirements for call center technology purchasing decisions, and why automation is critical for customer interactions.
Posted: 14 May 2018 | Published: 14 May 2018

ConvergeOne