All Research Sponsored By:Genesys
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Plan your cloud migration roadmap
Cloud migrations can be a lot for anyone to handle, meaning that it’s important for your organization to develop a solid business case. However, without the correct guidance, it can be difficult to know exactly what to do to succeed. Browse this checklist to discover more.
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Plan Your CLOUD Migration Roadmap
Cloud migration is a process, and it’s impossible to tackle everything at once. So, in order to have a successful journey, it’s critical to have a plan. But what are the best ways you can prioritize what matters most to your business? Access this checklist to learn more.
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Six Stories Of Successful Cloud Migrations
It’s anticipated that 85% of organizations will embrace a cloud-first approach by 2025, and companies are certainly feeling the pressure to transform to keep up. But to be successful, it’s crucial that you have the tools and solutions that fit the needs of your organization. Dig into this e-book to learn more.
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A Look at 5 Contact Center Automation Tools
In this expert e-guide, learn about what you need to consider when making contact center purchasing decisions, 5 contact center automation tools to know, and the top 5 benefits of speech analytics.
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The Recent Shift in the Contact Center Market
The unified communications and collaboration industry has been going through major changes in the last few years with the advent of UC consolidation. In this e-guide, learn about how contact center software provider Genesys went through a shift in 2016 after planning to boost its cloud-based services by acquiring new UC capabilities.
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Let's Chat: 4 Limitations of Automated Agents in the Contact Center
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.
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Manage Your Contact Center For More Meaningful KPI's
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.
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Why Omnichannel Experience Delivery is a Full Contact Sport
Expert consultants and users from eBay and Boingo Wireless discuss contact center technology trends, mistakes, and best practices. Discover ways to upgrade your existing infrastructure to enhance the customer experience and help your company run more efficiently.
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Four Steps Toward Virtualising Your Contact Centre
The first step to wowing customers is an organised and efficient contact centre – but how can a business overcome legacy infrastructures to support customers? View this whitepaper now to learn about virtual contact centres, their benefits, and 4 essential steps to streamline your customer experience.
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Best Practices for Improving Back Office Workforce Efficiency
70% 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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Transforming Customer Experience in the New Digital World
This white paper will show you how taking a holistic approach to digital channels in the contact center and beyond and integrating them into your customer experience strategy allows you to transform the end-to-end customer journey and deliver consistent, seamless and personalized experiences across all channels, touchpoints and interactions.
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How to Meet and Exceed Customer Demands
Customers 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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How Cloud-Based Contact Centers Improve Customer Experience
In a recent survey, 60% of respondents said executives want to differentiate their organization based on customer experience management (CEM). In this technology adoption profile, explore current CEM trends -- including goals, strategies, and challenges -- as well as how to improve customer experience with the right contact center technologies
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Deploying a Contact Center in the Cloud - A Guide to Best Practices
To effectively engage with customers across a newly-broadened spectrum of channels, savvy organizations are looking to cloud-based contact centers. In this white paper, discover 10 best practices for deploying and managing cloud-based contact centers that will help you keep costs down, customers happy, and processes efficient.
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Hosted Contact Center and On-Premises Centers Demystified
Choosing between an on-premises or a hosted contact center isn't easy, and unfortunately, this decision is further complicated by misconceptions about the differences between the two and what "hosted" and "on-premises" mean. This expert e-guide aims to clarify those definitions and set straight the misconceptions.
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Workforce Management Applications: FAQ and Best Practices
Workforce 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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How Leading Companies Provide Great Customer Experience
Companies across all industries are feeling pressure to improve the customer experience while reducing costs at the same time. However, most are not prepared to cost-effectively provide great, real-time. multi-channel customer experiences, due to outdated technology and processes.
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Call Center Analytics: The Bottom Line
This expert e-guide homes in on customer experience analytics and the tools and strategies that lead to success. Also inside, separate contact center analytics fact from fiction.
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Visa Desjardins Provides a Differentiated Customer Experience
Access this video case study today to learn how Visa Desjardins – the largest financial cooperative group in Canada – optimized customer service delivery by investing in a new blended call center environment.
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ESRI Ensures a Single, Seamless Conversation with Customers Across All Channels
This case study reveals how Esri, a leading provider of GIS mapping software, redesigned the overall customer service experience in order to better support changing customer demands and improve interactions across all channels.
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UPMC Health Plan Optimizes Customer Conversations to Ensure Service Excellence
Consult this case study today to learn how UPMC Health Plan developed an innovative customer service strategy that provided consistent, personal customer experiences, enabled constant service improvements, and more.
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ICBC Builds Cutting-edge Contact Center as Part of their Customer-Centric Strategy
This case study reveals how Canadian insurer ICBC built a flexible, cutting-edge contact center as a key part of its customer-centric strategy, enabling the company to improve routing flexibility, increase customer satisfaction, and more.
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Loss from Legacy Call Center Infrastructure
Is your legacy call center infrastructure limiting your organization's ability to increase efficiencies, reduce costs, and raise productivity? What's the true cost of a legacy call center? Answer these questions now by consulting this exclusive infographic.
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Building CEM Expertise for Business Value
In this expert e-guide, discover why the contact center should play a more pivotal role in customer experience management, and learn how to merge siloed processes to create a more cohesive customer experience.
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Discover, deliver and set the right customer experience expectations
This expert resource examines the ways businesses can make sure that their organizations are empowering agents with the right technology to resolve problems by providing the right information to the agent at the right time and proactively discovering and delivering on customer expectation.