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Contact Center Management Research

  • 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.

  • 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.

  • 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.

  • 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.

  • Digital Transformation for Midsize Contact Centers

    Sponsored by: Genesys

    As a result of digital technologies and e-commerce transformation, an omnichannel customer engagement strategy is necessary for growing contact centers. This e-book examines problems surrounding omnichannel customer engagement and technology traps that midsize contact centers often fall into.

  • Is Providing 24-Hour Global Support Right for You?

    Sponsored by: Zendesk

    Learn now about key questions to ask as you determine your global customer support strategy. Access this resource and you'll also discover best practices for providing global support such as dashboards, collaboration tools, the cloud, and more.

  • 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.

  • Frameworks for Assessing WebRTC ROI

    Sponsored by: Oracle Corporation

    In this white paper, Dean Bubley, founder of Disruptive Analysis, discusses several use cases for calculating the ROI for the open-framework WebRTC in contact centers. As WebRTC becomes a larger norm, learn how to calculate its ROI for your organization and make the most of your investment.

  • Evolving Enterprise & Contact Centers with WebRTC

    Sponsored by: Oracle Corporation

    Web-based real-time communications (WebRTC) is finally reaching maturity. Read about its evolution, current use case landscape, and how it is shaping the future of unified communications.

  • 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.

  • Analyst Report: Contact Centers Must Go Digital

    Sponsored by: Genesys

    Preferences for customer service channels are layered, and changing across all ages and demographics. Forrester Research analysts take a look at multi-channel customer use, and identify major gaps in contact center technology and operations.

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

    Sponsored by: [24]7

    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.

  • 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.

  • 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.

  • 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.

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