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Contact Center Management Research

  • Building the Business Case for Contact Center Modernization

    Sponsored by: Genesys

    A contact center makeover significantly increases your revenue and reduces your costs; but justifying the investment can be tough. Download this white paper to learn how to build a business case for contact center modernization in your organization.

  • Best Practices for Contact Center Routing

    Sponsored by: Genesys

    This white paper provides a step by step guide, with use cases and examples, to help you build a flexible and effective contact center routing strategy.

  • 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.

  • Helping Your Transition from Nortel MPS to Avaya Experience Portal

    Sponsored by: SPS Commerce, Inc.

    This short resource helps you frame your choices when it comes migrating your contact center technology.

  • 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 program "Raising the Bar," newsreader Natasha Kaplinsky explores the importance of customer service as a brand differentiator, and how an integrated, omni-channel approach to customer interactions yields the most benefit. Gain ideas on how you can keep up with customer demands across all channels.

  • Case Study: Empowering Customers with an Omni-Channel Contact Center

    Sponsored by: Dimension Data

    Explore how Reliance Securities leveraged integrated, omni-channel contact center tools that help them become more agile, responsive, and make better use of their agents' skills. Discover 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.

  • Case Study Video: Red Funnel

    Sponsored by: Mitel Networks Limited

    In this brief video, learn how Red Funnel adapted to customer desires to communicate with them across social, SMS, and more. Discover the technology they leveraged to get the job done, and the benefits they experienced as a result, including: increased staff productivity, a 16% decrease in customer complaints, and more.

  • Guide to Selecting a Phone System Call Center

    Sponsored by: Mitel Networks Limited

    This step-by-step guide can help you select a phone system for your call center. Follow 6 steps to enable enhanced customer satisfaction, improved agent retention, and increased agent productivity.

  • 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.

  • Contact Center Refresh Better Handles High Call Volume

    Sponsored by: Mitel Networks Limited

    This case study outlines how a transport logistics company updated their contact center to handle up to 40,000 calls per hour and streamline customer service.

  • 5 Contact Center Trends You Need to Know

    Sponsored by: Mitel Networks Limited

    This white paper reveals contact center trends to help you stay competitive in your industry and enable quality customer experiences. Uncover the top 5 ways the contact center is changing.

  • The Key is Accessibility: Five Ways to Improve Customer Service

    Sponsored by: Mitel Networks Limited

    Read this white paper to boost your customer service levels by leveraging the mobility of your agents, as well as your customers. Access this paper to discover 5 ways to improve your customer service availability.

  • 5 Ways to Improve Business Continuity

    Sponsored by: Mitel Networks Limited

    This guide provides 5 ways you can improve business continuity by relocating or distributing your workforce. Learn about improving availability with mobile devices, creating a disaster recovery site, and more.

  • How to Integrate Disjointed Contact Center Systems

    Sponsored by: Mitel Networks Limited

    Take a closer look at how you can deploy and configure an integrated contact center platform. Learn how the functions of a modern contact center work together, including: CRM, multi-channel, scripting, and more.

  • 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.

  • Top 3 Contact Center Challenges Solved in the Cloud

    Sponsored by: Earthlink.

    Many organizations are turning to the cloud to solve the top 3 contact center challenges, but is that the best route? Find out in this in-depth white paper how the cloud could be the answer to contact center qualms. Continue reading to examine 8 insider tips for seamlessly moving to the cloud.

  • 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.

  • Contact Center Infrastructure and Software: Vendor Assessment

    Sponsored by: Genesys

    This vendor assessment examines the key players in the worldwide contact center infrastructure and software (CCIS) market, analyzing their current capabilities as well as longer-term strategies going forward. Access now for help in identifying vendors that suit the needs of your CCIS deployment projects.

  • Best practices for a seamless Omnichannel Customer Experience

    Sponsored by: Genesys

    It is critical that you consider how to design a memorable experience in the customer lifecycle that maps to the needs of your particular customer segment and aligns to your brand values. Download this white paper now to uncover six best practices to help you design and implement that experience.

  • 5 Critical Requirements For a Future Ready Contact Center

    Sponsored by: Genesys

    Is your contact center future-ready? In this e-book you will learn how to deliver an effortless customer experience across multiple channels.

  • 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.

  • 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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