Contact Center Workforce Management Research
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Infographic: CPaaS tools driving the market
Sponsored by: TechTarget ComputerWeekly.comThe pandemic drove demand for embedded and digital communications as organisations looked to replace in-person communication. As a result, new CPaaS use cases emerged around telehealth, e-commerce and retail. This infographic highlights some of the key use cases driving change in the market.
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Understanding CPaaS market growth, trends and providers
Sponsored by: TechTarget ComputerWeekly.comThe CPaaS market is maturing as increased demand for digital communications drives new use cases. Organizations looking to buy CPaaS APIs should examine the various use cases that APIs can address and how to choose a CPaaS provider. Read this article to learn more about the trends and providers fueling CPaaS market growth.
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UCaaS vs. CCaaS vs. CPaaS: What's the difference?
Sponsored by: TechTarget ComputerWeekly.comIt can be difficult to make sense of popular cloud communications service models. Compare UCaaS vs. CCaaS vs. CPaaS to understand their differences and how they can be used together.
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MicroScope – October 2019: What's next for the channel?
Sponsored by: MicroScopeThe fourth quarter is the busiest in the channel, and we get an idea of which technologies should be selling strongly
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How to choose a contact center software system in 2020
Sponsored by: CloudCall LtdSelecting contact center software is a daunting task. Contact center software is the heart of an organization, handling all inbound and outbound contacts, and it's critical for driving efficient and effective business performance. Explore some expert tips for choosing a contact center software system in this guide.
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Achieve CX Optimization with Call Center Transformation
Sponsored by: SquelchIn this guide, learn how call center optimization can improve your CX strategy. Discover 5 common customer support problems affecting your CX, and learn how call center transformation can increase business value and drive customer satisfaction.
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AI in CRM: 10 Tips for Implementing Bots
Sponsored by: ConvergeOneExplore how AI and NLP work with – not in lieu of – contact agents, and key factors to consider about virtual agent chatbots.
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Contact Center Technology and Automation Tools You Should Know
Sponsored by: ConvergeOneExplore the considerations of cataloging your organization's business requirements for call center technology purchasing decisions, and why automation is critical for customer interactions.
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Create and implement an all-purpose multichannel contact center
Sponsored by: ConvergeOneFind out why it's hard to determine exactly how to integrate social channels with CRM and how your business model -- and finding where your customers hang out -- will show the way.
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Let's Chat: 4 Limitations of Automated Agents in the Contact Center
Sponsored by: GenesysIn 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.
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Manage Your Contact Center For More Meaningful KPI's
Sponsored by: GenesysIn 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.
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10 Steps to a More Social Contact Center
Sponsored by: Oracle CorporationThis 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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Best Practices for Improving Back Office Workforce Efficiency
Sponsored by: Genesys70% 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.
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How to Meet and Exceed Customer Demands
Sponsored by: GenesysCustomers 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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Best Practices for Knowledge Management
Sponsored by: KANAImplementing a knowledge management program in the contact center can improve the efficiency and quality of your services, optimize customer experience, reduce agent training costs, and increase job satisfaction. In this white paper, explore best practices for successful knowledge management implementation in the contact center.
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The Mixed Blessings of Contact Center Automation
Sponsored by: TechTarget Customer ExperienceAutomation technologies were created to provide customers with a standardized, consistent experience. Why, then, are companies trying to avoid them? In this e-book, you'll learn why automation technologies don't work for every contact center use case, regardless of their intent.
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Workforce Management Applications: FAQ and Best Practices
Sponsored by: GenesysWorkforce management (WFM) applications are among the most important productivity tools in contact centers. In this e-guide, learn how to incorporate WFM software into your broader HR landscape, and how to achieve maximum productivity with WFM.
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Why Workforce Management and Contact Centers Should go Hand-In-Hand with Customer Experiences
Sponsored by: AspectIn this expert e-guide, learn why companies should focus on an "outside-in" approach to customer experience management (CEM) and workforce management. Discover how "workforce management gives you the tools to manage and optimize staff and, in doing so, keep your costs as low as possible" according to DMG Consulting's Donna Fluss.
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Contact Center: Mobile Apps and KPI to Boost Customer Satisfaction
Sponsored by: Five9In this expert e-guide, explore the emergence of mobile contact center apps for creating a better customer experience. You'll also discover best practices for cutting through copious contact center data with key performance indicators (KPI).
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Putting the contact center at the center of the customer experience
Sponsored by: AspectToday's customers have more control of the conversation than ever before -- and your contact center must be equipped to deliver seamless interactions across a variety of channels, lest your customers take their business somewhere else. To do this, you need a comprehensive platform that enables anywhere, anytime service.
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Deployment Flexibility
Sponsored by: AspectIn this white paper, explore two alternatives to traditional infrastructures: cloud deployments and managed services. Discover how managed services allow you to keep your contact center infrastructure on-premise without the burden of managing it, and how cloud deployments offer a scalable host solution with unparalleled flexibility.
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It's Time to Fix Back-Office Operations
Sponsored by: AspectMany organizations have been managing back-office operations the same way for years. In this white paper, learn how workforce optimization (WFO) suites can transform your operating model for back-office functions, and get a framework to create a more effective, efficient model.
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Avaya Asia Pacific Customer Experience Index 2013
Sponsored by: AvayaThis exclusive resource discusses the critical role that contact centers play in driving customer satisfaction and how your organization can ensure that your contact centers provide customers with the experience that they desire.
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Avaya Users Deploy Best-in-Class Practices to Improve Contact Center Performance
Sponsored by: AvayaThis exclusive paper examines how your organization can position itself to meet changing buyer needs by establishing best-in-class contact center programs. Read on and also discover 14 best practices that can ensure successful customer interactions.
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The Azzurri Contact Centre Leader Peer-to-Peer Opinion Exchange 2013
Sponsored by: AzzurriThis white paper features a quantified report on UK contact centre leaders, and compares the results of those who have implemented a single multi-channel communications system and those who have not, to get a clear picture of what the barriers and benefits of this system may be.
