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Contact Center Management Research

  • 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.

  • Adaptive Workforce Optimization: Know your Customer-Facing Workforce for Greater Success

    Sponsored by: NICE Systems, Inc

    Calls go better, and customers are happier when contact center operations adapt to agents' personalities and specific needs. Access this resource and discover ways to help agents make better decisions and lead them to success.

  • 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.

  • 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.

  • Solving Today's Top Customer Service Demands Across Channels

    Sponsored by: Dimension Data

    Dynamic changes are making customer service more complex than ever before. In this video, explore how an integrated, omni-channel contact center can solve today's top customer service demands and technology challenges.

  • Customer Experience in the Digital Age

    Sponsored by: Dimension Data

    In this video, explore the importance of customer service as a brand differentiator, and how an integrated, omni-channel approach to customer interactions yields the most benefit. Gain insight into how you can keep up with customer demands across all channels and make your brand stand out.

  • Reliance Securities Empowers Customers with an Omnichannel Contact Center

    Sponsored by: Dimension Data

    Watch this brief video case study to discover how one company used integrated, omnichannel contact center tools to increase agility, responsiveness, and make better use of their customer service agents' skills. Learn how this transition let them use the same number of agents to engage with more customers without compromising customer satisfaction.

  • Global Contact Center Benchmarking Report 2016

    Sponsored by: Dimension Data

    Explore this global benchmarking report to uncover trends and statistics for contact centers in 2016, as well as tips on delivering a better customer experience.

  • Six Keys to Effective Chat Operations: Insights to Help Improve Your Business

    Sponsored by: [24]7 Customer, Inc.

    Today, customers expect highly capable chat, including the ability for it to seamlessly integrate other channels as needed. So getting it getting it right is critical to an effective omnichannel strategy. This paper summarizes common misperceptions about chat, and presents six key insights based on lessons learned.

  • 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.

  • 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.

  • 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.

  • As Multichannel Intensifies, Call Centers Get a Wake Up Call

    Sponsored by: Zendesk

    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.

  • How Does Social Customer Service Affect Contact Centers?

    Sponsored by: Oracle Corporation

    In this e-guide, our CRM experts discuss how social media is transforming the way contact centers work. Learn strategies and best practices for implementing a social media customer service plan in your contact center.

  • 10 Steps to a More Social Contact Center

    Sponsored by: Oracle Corporation

    This expert e-guide reveals the actions you can take to manage social media contact more efficiently. Inside, Donna Fluss, founder of DMG Consulting, explains the benefits and limitations of workforce management systems for social media. Bonus: Discover the 10 steps to create a successful call center social media strategy.

  • Global Technology Innovator Assures Unified Communications Services Performance

    Sponsored by: NetScout Systems, Inc.

    In this white paper, learn how you can foster effective internal communication and collaboration, and optimize environments with voice and video monitoring.

  • Speech-to-Text Analytics Reveals New Insights Into Consumer Behavior

    Sponsored by: IBM

    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.

  • Get the Most Out of Multichannel Marketing Automation Software

    Sponsored by: Pegasystems

    In this e-guide, learn why organizations must align multichannel marketing automation software with user expectations, as well as have it reflect business processes. Additionally, unveil exclusive tips on how to choose a marketing automation tool that fits your business needs.

  • 3 Keys to a 5-Star Mobile User Experience

    Sponsored by: Hewlett Packard Enterprise

    Access this brief resource to find fast facts about the mobile user experience, and find out why the user experience should be at the top of every enterprise's list. View now to discover how your mobile experience may be handicapping your business and damaging your brand presence.

  • 3 Critical Funnel Points to Maximize Lead Conversions

    Sponsored by: Harte Hanks

    Access this brief resource to discover the 3 critical funnel points your contact center can focus on to maximize your ROI. Find out opportunities to improve data quality and lead qualification, and how to fix them.

  • 3 Funnel Points for Successful Lead Management

    Sponsored by: Harte Hanks

    Access this whitepaper to discover the 3 main funnel points for a successful sales strategy. Read on to find out how to calculate your campaign for success, and how to measure your call center metrics appropriately.

  • Expert Advice: E-Commerce and Social Media Drives CRM

    Sponsored by: IBM

    Access this expert guide to discover how businesses can improve their CRM strategies to ensure customers remain in control and satisfied with the user experience.

  • Take Advantage of Multi-Channel to Improve CEM

    Sponsored by: Five9

    In this expert e-guide, explore the benefits and business drivers of integrating your data across all channels. Discover what tools and strategies you'll need to achieve a truly integrated, cross-channel customer experience.

  • Best Practices for Improving Back Office Workforce Efficiency

    Sponsored by: Genesys

    70% of customers report that they have ended a relationship due to poor customer service, a statistic that demands companies be at the top of their capabilities. View this in-depth whitepaper to discover an extensive 7 step guide to streamlining workforce efficiency, ultimately keeping customers happy.

  • How to Meet and Exceed Customer Demands

    Sponsored by: Genesys

    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?

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