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Call Center Management Research

  • The UK Contact Center Decision-Maker’s Guide 2018-19

    Sponsored by: 4Net

    The "UK Contact Center Decision-Makers’ Guide (2018/19 - 16th edition)" is a major annual report studying the performance, operations, technology and HR aspects of UK contact center operations. Download the report to uncover 7 of the major pain points and issues that affect the contact center industry and recommendations for solving these issues.

  • National Pizza Chains Custom-Fit UCaaS & Call Center Capabilities to Drive Efficiencies and Revenues

    Sponsored by: Ooma

    National pizza chains build their business on volume. It’s a straightforward business model, yet there are inefficiencies in their order processing workflows. In this case study, learn how Ooma’s call quality and customization capabilities enabled a pizza chain to design and deploy a call workflow that was tailored to fit its business needs.

  • How to Ensure a 360-Degree Customer View

    Sponsored by: Appian

    In this recorded webinar, hear from Appian Contact Center expert Todd Marthaler and eWEEK Market Expert Michael Kreiger on best practices to ensure customer service agents are armed with the exact data they need to deliver the very best customer experiences.

  • Contact Center

    Sponsored by: NWN Corporation

    NWN Contact Center helps deliver superior customer experiences and increased profitability levels for their customers by providing a complete digital solution, including a comprehensive analytics engine. Read this solution brief to learn how NWN helps its customers work around many common customer experience-based pain points.

  • CX Technology Could vs. Should

    Sponsored by: Avtex

    Begin with your own customer experience definition—watch this webinar to learn how to define your CX needs and then choose the tool that will deliver you the best return.

  • A DMI Consumer Survey

    Sponsored by: DMI Inc

    Discover key findings from a consumer practices survey, and actionable guidance from experts on e-commerce, CX, AI and more by reading this white paper—and then turn the insights into CX improvements that deliver added consumer convenience.

  • The Effect of AI: Agent Replacement of Augmentation?

    Sponsored by: IFS

    How is AI expected to impact the labor force? View this white paper to find out.

  • Conversational UX: The Why and How of Chat Strategy

    Sponsored by: Avtex

    Watch this webinar to learn how a more conversational UX can create a seamless, 24/7-ready CX and free up your agents for more complex problems.

  • Improving Customer Experience Through Enhanced Employee Experience

    Sponsored by: Avtex

    View this webinar from Avtex to discover the direct impact your employee satisfaction has on customer experiences. Review strategies for improving contact center agent efficiency and satisfaction, and uncover the benefits of integrating contact center and CRM platforms.

  • Implementing a Virtual Contact Center for Government

    Sponsored by: Verizon

    Setting up a new contact center solution can be complex and expensive. And, if your contact center doesn't integrate with your systems, it can be a big problem for your overall citizen experience. Find out how you can simplify the daunting process by using Verizon's Virtual Contact Center for Government in this white paper.

  • Integrating CRM and Contact Center Technologies to Improve Customer Experience

    Sponsored by: Avtex

    View this white paper to learn how your organization can improve contact center performance and customer satisfaction with a CRM integration. Review how a CRM integration can help provide superior customer service on first contact, and learn what to look for in a contact center and CRM integration software.

  • InteractionSync: Solving Agent Efficiency Issues and Increasing Contact Center Productivity

    Sponsored by: Avtex

    How can your organization improve agent efficiency and increase contact center productivity? View this white paper, and learn how Avtex InteractionSync can help your contact center boost efficiency and agent productivity, and decide if InteractionSync is right for your organization.

  • Talkdesk GDPR Compliance

    Sponsored by: Talkdesk

    In this e-book, discover what steps Talkdesk has taken to ensure compliance with General Data Protection Regulation (GDPR). Get a comprehensive overview of Talkdesk personal data processing protocols, and review how Talkdesk ensures data security, controls third-party access to personal data, and more.

  • How to Optimize CX Through Your Contact Center

    Sponsored by: Verizon

    There are current technology offerings that can help cure common contact center issues and improve key metrics, all while driving better customer experiences—read this white paper to find out what they are and how they can work for you.

  • Pocket Guide to Contact Center Management Terms

    Sponsored by: Talkdesk

    Keeping up with the ever-growing amount of acronyms and technologies in the contact center sector is a constant challenge. Fortunately, you can use this pocket guide to contact center management terms to ensure that you are up-to-date with the terminology you need to know.

  • The Intelligent Contact Center

    Sponsored by: Talkdesk

    Intelligent contact centers are changing customer care methods from being solely reactionary to being more holistic and data-driven. Read this white paper to learn how you too can transform your contact center with intelligent customer data integration—creating a brand that faces the test of time.

  • Call Center Quality Assurance Guide

    Sponsored by: CallMiner

    In this guide, discover everything you need to know about creating and maintaining call center quality assurance. Uncover the problems created by poor call center quality assurance, and learn how to resolve call center quality management issues with a robust call center quality assurance strategy.

  • 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.

  • 2019 Talkdesk Contact Center KPI Benchmarking Report

    Sponsored by: Talkdesk

    Read this contact center KPI and benchmarking report to learn the role of key performance indicators and how to appropriately define success across common metrics—so you can set and achieve the goals that matter most to your organization.

  • Future-Proof Your Contact Center: A Guide to Improving Employee Experience, Customer Experience, and Technology

    Sponsored by: Talkdesk

    Thanks to major innovations in tech (and the businesses that make use of them best,) customer expectations have grown exponentially. Download this customer service toolkit to help future-proof your contact center, building a base for success that holds strong throughout the coming years.

  • The Real Cost of Downtime: How to Understand the Impact of Contact Center Outages

    Sponsored by: Talkdesk

    A contact center outage is one of the most potentially damaging events that can occur to a business—often resulting in revenue loss or terminally damaged customer relationships. Read this white paper to learn the real cost of contact center downtime, and how to best deal with it.

  • Talkdesk: Enterprise Cloud Contact Center for the Digital World

    Sponsored by: Talkdesk

    In this white paper, explore the product features and benefits of a Talkdesk cloud-native enterprise contact center. Review how Talkdesk can help your organization improve service delivery and quality of service, and decide if Talkdesk is right for your organization.

  • How Relevant is Your Organization? Explore the Coveo Customer Service Relevance Maturity Model

    Sponsored by: Coveo

    View this white paper to discover how a relevance maturity model can be used to help your organization recognize where they are, where they want to go, and how to get there. Review how a relevance maturity model can help improve customer satisfaction and support, and explore your software options with Coveo.

  • 2019 NICE inContact Customer Experience (CX) Transformation Benchmark

    Sponsored by: NICE inContact

    The NICE inContact Customer Experience (CX) Transformation Benchmark is based on two global surveys—one of consumers and one of contact center decision-makers. Find the survey results in this report for help better understanding and improving CX, while also expanding your service channel offerings and advancing contact center operations.

  • How CXone Empowers Contact Center Managers

    Sponsored by: NICE inContact

    View this brief video to discover how NICE CXone can help contact center management easily monitor and quickly respond to customer queries while driving agent performance, and decide if CXone is right for your organization.

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