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Contact Center Management Research

  • Foster Loyalty Through Effortless Customer Journeys

    Sponsored by: Genesys

    The latest method of driving customer loyalty is developing and maintaining an omnichannel presence. This webcast discusses how to drive customer loyalty through the creation of an omnichannel presence and communications. It also explores 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.

  • 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.

  • Reliance Securities Empowers Customers with an Omnichannel Contact Center

    Sponsored by: Dimension Data

    Explore how a large financial brokerage firm leveraged integrated, omnichannel contact center tools to 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.

  • 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.

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