All Research Sponsored By:Five9
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Contact Centers: How Gartner's Criteria Shook Up Vendor Rankings
Uncover why organizations are shifting to contact center as a service (CCaS) to replace their current infrastructure.
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Take Advantage of Multi-Channel to Improve CEM
In this expert e-guide, explore the benefits and business drivers of integrating your data across all channels. Discover what tools and strategies you'll need to achieve a truly integrated, cross-channel customer experience.
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Multichannel Contact Centers: Metrics and Realities
This expert e-guide discusses the new multichannel realities of the contact center and explores how technologies have started to reflect these changes, as well as tips for benchmarking these new metrics. While there is no agreed-upon industry standard for call center metrics, you can review 11 of the most important ones inside.
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Contact Center Metrics and Performance Management
This expert e-guide provides tips and best practices for working with new contact center metrics to ensure customer satisfaction through every communication channel. Learn how to determine and implement a set of key performance indicators (KPIs) for new channels such as mobile and social media, as well as how to formalize CCPM for optimum results.
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New Analytics Approach Needed for Contact Center Success
This exclusive e-guide features advice from experts on how to take your contact center from good to great with the right metrics for success. You'll also learn how to make better use of the large amounts of social data that are entering CRM systems with the right analytics approach.
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Multi-Channel Contact Center Metrics for Analyzing Customer Satisfaction
This exclusive e-guide discusses the contact center metrics necessary to measure customer experience across multiple channels, including: chat, communities, email, social media, text messaging, and more. Also, get an in-depth look at social media channels and how to avoid the top five pitfalls of social media in the contact center.
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Contact Center's Strategic Role Within Broader CEM Initiatives
This expert e-guide provides best practices for connecting the contact center and IT departments for stronger collaboration and overall CEM success. Learn more about the strategic role the contact center can play in overall CEM initiatives by reading now.
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Contact Center: Mobile Apps and KPI to Boost Customer Satisfaction
In 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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The Hidden ROI of a Cloud-based Contact Center
Access this report from Aberdeen Group to examine some of the top business drivers for cloud-based contact centers. You'll also explore the benefits that the cloud offers contact centers, and how it improves customer experience over traditional call center deployments.
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Overhauling a Legacy Contact Center: Starting Steps
Overhauling legacy contact center technology is often costly and time-consuming, but it doesn't have to be. This expert e-guide offers advice on deciding when it's time to upgrade your contact center, making the business case for an overhaul, and important change management considerations.
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Cost-Saving Tips for Contact Centers
For service organizations looking to cut costs, the contact center is the go-to department, seeing as it often has high staffing counts within the company. Check out this expert e-guide to learn how you can effectively identify opportunities and decrease spending in your contact center, without sacrificing customer experience.