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Contact Center Management Research

  • 10 Golden Rules Of Outbound Contact Center Campaigns

    Sponsored by: West Corporation

    Making effective contact with your customers and prospects is critical to business success. But outbound contact center campaigns are fundamentally different than inbound campaigns. Learn 10 key rules to help ensure your outbound operations achieve success.

  • Gartner Report: Gartner Magic Quadrant for Contact Center as a Service, North America

    Sponsored by: Genesys

    The contact center-as-a-service (CCaaS) market in North America is growing rapidly. Access this Gartner report to learn more about the CCaaS market, strengths and cautions areas for several leading providers, and much more.

  • Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Technology

    Sponsored by: Genesys

    The Ovum Decision Matrix report reviews seven cloud contact center solutions with particular emphasis on the ability of providers to handle multichannel customer interactions and connect data through analytics. It compares vendors based on the strength of their platform, the views of their customers, and the impact that each has in the marketplace.

  • 10 New Rules of the Inbound Contact Center

    Sponsored by: West Corporation

    This guide defines a variety of "new rules" for contact centers that take into account the evolving demands of cloud, web, and mobile-enabled customers. Learn how to keep up with the rise of the multichannel, customer-centric model of business and uncover 10 rules for modern contact centers.

  • Why Your Contact Center Needs Closer Integration With Marketing

    Sponsored by: West Corporation

    Customer experience and engagement are the newest concerns of the modern marketer, having traditionally been the area of the contact center. But while marketing is embracing a customer-centric, multichannel universe, the contact center is lagging behind. Learn why your contact center needs closer integration with marketing, and how to achieve it.

  • Contact Centers: Understand the Requirements for New Communication Forums

    Sponsored by: LogMeIn Rescue Lens

    Today, contact centers have to deal with an influx of new channels through which customers can communicate. But each new communication forum has its own requirement to be effective. Inside this guide, discover the requirements to new forums including video, chat, social, and SMS. Plus, learn how to measure your success in these new channels.

  • Explore the Changing Contact Center Landscape

    Sponsored by: LogMeIn Rescue

    New technology is shifting contact centers in a different direction – one that appeals more to current customer expectations. In this expert guide, discover new opportunities available for contact centers. Explore why infrastructure has become a major concern, new multichannel technology, and how one call center made social media work.

  • ICMI MarketPulse Reveals How to Increase Customer Engagement Through Proper Use of Data

    Sponsored by: OpenText

    Unstructured data can cause a lot of problems for organizations today. It pollutes systems and reports, which in turn can lead to high customer effort and low engagement – 2 things that are very bad for business. In this ICMI MarketPulse report, gain insights into how you can increase customer engagement through using your data correctly.

  • Strategic Planning Tools for Contact Centers

    Sponsored by: Genesys

    This white paper explores how to leverage contact center strategic planning tools to predict performance more accurately and provide comprehensive what-if analysis capabilities. Discover how to get key answers to tough operational questions so that you can react to change faster and with more agility.

  • The 8 Types of Questions Your Customers Ask Online

    Sponsored by: [24]7

    Consumers want a one-stop shop for their customer service, but most companies fail to deliver this experience and live agents are expensive. That's where virtual agents come in. Access this white paper to learn which 8 types of questions virtual agents can handle and how to optimize your contact center to handle them.

  • Gartner Report: Critical Capabilities for Contact Center Infrastructure

    Sponsored by: Genesys

    Contact Center Infrastructure (CCI) evaluation is a technically complex process that's further complicated by the different requirements for omnichannel, high availability, and integration as part of a Customer Engagement Center (CEC). Access this report to learn about 9 critical capabilities for evaluating CCI, 3 CCI use cases, and more.

  • Develop a Multichannel Strategy that Supports Customer Experience Management

    Sponsored by: BoldChat - LogMeIn

    Providing a top class customer experience is the key to customer retention, yet, according to a Forrester survey, only 10% of companies plan to invest in multichannel support. This e-guide explains why a strong multichannel presence is a necessity and walks you through the steps to developing your own strategy.

  • Video, Live Chat Usher in Multichannel Customer Service Challenges

    Sponsored by: BoldChat - LogMeIn

    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.

  • RBC Implements Virtual Agents to Improve Online Customer Experiences

    Sponsored by: [24]7

    RBC, a large financial services institution, wanted to improve customer relations while reducing the number of calls coming into its contact centers. Access this case study to learn how they implemented virtual agents across their banking, direct investing, and insurance websites to enhance the customer experience and improve their bottom line.

  • The Drivers Behind Contact Center Technology Upgrades

    Sponsored by: Mitel Networks Limited

    This expert guide discusses how the cloud and Simple Internet Protocol (SIP) are driving contact center technology upgrades and transformations. In addition, learn why siloed and legacy systems stall good customer service, and where CRM apps should fit into an overall contact center strategy.

  • How Automated Contact Services Help One Health Center Reduce Missed Appointments

    Sponsored by: Microsoft

    In this e-guide, discover how to improve communication between contact center agents and customers by integrating an automated contact service.

  • How CRM and ERP Clouds are Coming Together

    Sponsored by: Microsoft

    CRM is the answer to some of ERP's pitfalls, but it takes a lot of work to keep them synced. What if you didn't have to waste time syncing separate clouds? Access this e-guide to learn how Microsoft is merging CRM and ERP into a single cloud offering and an example of what this means for future use in the healthcare industry.

  • Let's Chat: 4 Limitations of Automated Agents in the Contact Center

    Sponsored by: Genesys

    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.

  • Manage Your Contact Center For More Meaningful KPI's

    Sponsored by: Genesys

    In this expert e-guide you'll find some helpful hints as to how you can identify the proper metrics needed to produce meaningful contact center KPI's. In addition, read 7 dos and don'ts of call center management to help you nourish your agent's best CRM practices.

  • Benchmark Your Omnichannel Customer Service Readiness

    Sponsored by: Genesys

    Omnichannel customer service is the new norm in our mobile-first world. This webcast will help you determine where your omnichannel presence stands, where to go, and figure out how much value this adds to your business.

  • Improving Omnichannel Customer Service with Salesforce IoT Cloud

    Sponsored by: Salesforce.com

    Read our interview with Larry Robinson, senior VP of product management for the Service Cloud at Salesforce, in which he discusses the importance of creating a solid customer experience and agent productivity. He also talks about how Salesforce expects to deliver that with Salesforce IoT Cloud.

  • SMBs Transform Contact Center, Customer Experience with Collaborative UC

    Sponsored by: Avaya TSG

    Empower your organization with the feature-rich functionality and scalability of cloud. Discover how to mobilize your workforce, thereby producing a seamless customer and patient experience, by leveraging a unified communications platform that unites telephony, messaging, conferencing, ACD, video and UC.

  • At Radio Flyer, Customer Engagement is Not Something to Toy With

    Sponsored by: Avaya CenturyLink

    Read on to learn how the iconic Radio Flyer company entered the digital age in 2010, what has enabled them to stay up-to-date since, and how advances in data collection have driven reform in product quality, delivery, and reinvigorated the customer service that has kept them in business over the last 99 years.

  • Cloud Contact Center Total Cost of Ownership

    Sponsored by: Avaya TSG

    See the differences of cloud verses on premise contact center TCO. Access now to discover the quantitative, qualitative, impact of moving towards the cloud.

  • 5 Tips for Building a Business Case for Replacing Your Call Center ACD

    Sponsored by: Genesys

    Access this resource to learn 5 expert tips for devising a strategy to gain executive buy-in for the modernization of your contact center with a unified omnichannel infrastructure.

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