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Contact Center Management Research

  • 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.

  • Foster Loyalty Through Effortless Customer Journeys

    Sponsored by: Genesys

    The latest method of driving customer loyalty is developing and maintaining an omnichannel presence—but how do you achieve this success? This webcast discusses how to improve customer loyalty through the creation of an omnichannel presence and communications, and how to track a customer's journey to identify trends in channel usage.

  • 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.

  • Deliver Upon Customers' Ever-Growing Expectations

    Sponsored by: Genesys

    Using one man's adventures in online automotive shopping as an example, you'll explore ways to build exceptional customer relationships across all phases of their omnichannel journey.

  • Five Tips for Mastering Digital Customer Service

    Sponsored by: Genesys

    As contact center engagement reaches critical mass, customers now expect the same level of service from digital and voice interactions. Discover ways to provide a seamless experience as your audience navigates across multiple channels.

  • Contact Centres Must Go Digital

    Sponsored by: Genesys

    View this outline of communications channel customer use, and identify major gaps in contact center technology and operations. You'll also learn ways to align operations with customer expectations, to garner their satisfaction and long-term loyalty.

  • A Multi-Company Contact Centre Business Value Analysis for Enterprises

    Sponsored by: Genesys

    The "interaction silo" contact center approach is fragmented, expensive and difficult to maintain. Explore ways to integrate engagement opportunities and give customers a consistent, seamless, low-effort, and personalized experience.

  • Top 10 Strategies For Modernising Call Centre Optimisation

    Sponsored by: Genesys

    There are typical business and operational challenges found in the majority of contact center operations. Explore ways to deliver on service level agreements, stay within the operating budgets, improve the analysis of process efficiency, identify the root causes of issues, and much more.

  • How one Organization Overcame Fault Communications

    Sponsored by: IR

    By discovering insight to both causes and symptoms of poor voice quality, one leader in contact center solutions was able to efficiently restore theirs. Learn how to also achieve call visibility with intelligent alerting for incident management in unified communications.

  • What Happens When a Contact Center's Communication Systems Fail 72 Hours Before Black Friday?

    Sponsored by: IR

    72 hours before Black Friday, one organization's critical communication systems began to fail and business continuity systems crashed. Access this case study to find out what happened; why the outages occurred in the first place; and how to prevent a similar catastrophe within your organization.

  • 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.

  • 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.

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