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Call Center Management Research

  • Six Ways to Put Avaya OneCloud™ CCaaS to Work for Your Business

    Sponsored by: Avaya

    Avaya OneCloud CCaaS offers a seamless path to the cloud with powerful customer experience tools from a trusted vendor. Explore the 6 key ways OneCloud can benefit your organization in this infographic.

  • Remote Call & Contact Center Performance Monitoring

    Sponsored by: AppNeta

    Contact and call center workers require VoIP, Video, and UCaaS solutions that rely on the enterprise WAN to perform. Learn how to ensure performance of your voice, video, and collaboration tools in this white paper.

  • Deliver an Integrated, Data-Driven Customer Experience with the NWN Contact Center

    Sponsored by: NWN Corporation

    Meeting customer demands and delivering an excellent experience consistently across channels is a core challenge for every organization. Read this solution brief to learn about the NWN Contact Center offering, and how it can help you simplify service management and instead focus on optimizing your customers' experiences.

  • Lancashire Constabulary, HPE Pointnext Services Find Untapped Insights in Audio Data

    Sponsored by: HPE and Intel®

    Access this case study to see how Lancashire Constabulary engaged HPE Pointnext Services to help the police gain insight into emergency and non-emergency calls to improve efficiency and effectiveness in serving the public.

  • The Transformed Workplace

    Sponsored by: NICE CXone

    Companies around the world are preparing for a future where many of their agents continue to work outside of the office as well as onsite in blended teams. So how do you get your contact center ready for a changing agent workforce that works from anywhere? Download this Nemertes report for expert tips on navigating a successful transition.

  • The 10 Most Common Call Centre Problems And How To Fix Them

    Sponsored by: GoToConnect

    Call centers are a kind of battlefield. Call center managers must fight on multiple fronts every day, fending off rapid-fire demands from employers, customers, technology, and management. In this guidebook, learn how to identify the 10 most common call center problems and follow along as GoToConnect offers easy fixes for each one.

  • 4 Benefits of Deploying Managed UC Services

    Sponsored by: NWN Corporation

    IT departments are constantly seeking ways to move applications, data and services to the cloud. Yet, UC has remained in-house and on premises longer. But, over the years, managed UC services have come a long way to create a solid set of benefits that may convince business leaders to reconsider. In our expert guide, dive into 4 of those benefits.

  • How to better manage teams of remote contact center agents

    Sponsored by: RingCentral

    Most customer service agents are now working from home and it’s likely to stay that way. Cloud-based contact center management platforms point the way forward in this new normal and have the potential to improve the customer experience. Download this whitepaper to learn more about why you should change over to a cloud-based contact center platform.

  • Communications and collaboration checklist for startups

    Sponsored by: RingCentral

    For startups to really thrive and grow, there needs to be a culture of real-time collaboration in place from Day 1. Whether you're just getting started or you’re a well-established, high-growth startup on the rise, this checklist can help determine just how comprehensive and effective your employee communications and collaboration plan is.

  • Stronger Together: The Benefits of Combining Unified Communications & Contact Center in the Enterprise

    Sponsored by: Fuze

    In this white paper, explore 4 key benefits of combining your contact center and UC tools, and tips for getting started.

  • VoIP Platforms Offer a Wide Range of Benefits to the Enterprise

    Sponsored by: CloudCall Ltd

    If businesses are to implement a VoIP, then they must consider how it fits into a larger communications framework. If they can do this successfully, then they’ll be able to reap the benefits of VoIP. Read our expert guide to learn what VoIP is, how it works and key features enterprises should consider when choosing a VoIP solution.

  • NWN Contact Center Offering

    Sponsored by: NWN Corporation

    Access this video to learn how your organization can leverage NWN’s Contact Center Solution to make intelligent and transformative decisions for your company.

  • 5 Reasons You Need To Invest In An Integrated Business Phone System

    Sponsored by: CloudCall Ltd

    There are a lot of factors to consider when choosing a phone system. These can range from price, to functionality, to time saving potential. Additionally, integrating a phone system with your CRM can have a range of benefits that will make your life easier. In this brief, uncover the top 5 benefits of using an Integrated Business Phone System.

  • Remote Agent Playbook

    Sponsored by: RingCentral

    Access this e-book to learn what changes with remote support teams, what strategies you can implement now, and how to manage your teams across locations to service customers.

  • Are your Communications Slowing you Down?

    Sponsored by: Avaya

    69% of employees waste up to 60 minutes per day navigating between apps. With an overload of apps in today’s businesses, employees are becoming disengaged due to poor user experience, and this disengagement trickles down to your customers. View this infographic for more on why your communications may be slowing you down.

  • Cloud vs. On-Premises: Understanding the Key Differences

    Sponsored by: Fuze

    The only way to understand the advantages of one thing over another is to compare them side-by-side. In this resource, see how Fuze’s cloud communications delivery model compares to traditional premises-based systems.

  • 24x7 Customer Service Without Additional Headcount

    Sponsored by: Serviceaide

    Download this white paper to learn how the IT service desk demonstrates how the internal CX is influenced by the journey through interaction touchpoints, and why achieving this often requires a redesign of company culture, new technology, and modernized processes.

  • The Secret Recipe: Transforming Best-In-Class Contact Centers

    Sponsored by: Talkdesk

    Improved customer retention, customer satisfaction, and agent productivity; these are just 3 ways that an intelligent contact center platform can bring remarkable value to your business. Watch this webinar to learn how you can transform your contact center for the better—with a little help.

  • Achieve CX Optimization with Call Center Transformation

    Sponsored by: Squelch

    In 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.

  • Figure Out the Future of your Contact Center

    Sponsored by: ConvergeOne

    Tap into this expert guide to see how real companies choose between on-premises, cloud and hybrid contact centers, and explore how omnichannel contact centers can still include voice capabilities.

  • Contact Centers: How Gartner's Criteria Shook Up Vendor Rankings

    Sponsored by: Five9

    Uncover why organizations are shifting to contact center as a service (CCaS) to replace their current infrastructure.

  • Contact center software features help fulfill the customer's journey

    Sponsored by: SearchCRM

    From cutting costs to guaranteeing a better customer service experience, contact center infrastructure updates can make a huge difference. In tis expert handbook, learn how to analyze, consider and choose the right contact center software for your organization.

  • Boost Contact Center Service (Without Adding Agents)

    Sponsored by: NICE

    Contact center service is critical to customer experience, so you need to ensure that your company's call center agents have the right tools and techniques for the job. Scott Sachs, President of SJS Solutions and a contact center pro, explains how to level-up your contact center ... without adding players.

  • The Recent Shift in the Contact Center Market

    Sponsored by: Genesys

    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.

  • Explore the Changing Contact Center Landscape

    Sponsored by: LogMeIn Rescue

    New technology is shifting contact centers in a different direction – one that appeals more to current customer expectations. In this expert guide, discover new opportunities available for contact centers. Explore why infrastructure has become a major concern, new multichannel technology, and how one call center made social media work.

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