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Call Center Management Research

  • Infographic: 5 differences between call centers and contact centers

    Sponsored by: ComputerWeekly.com

    Call centers and contact centers provide customer service in different ways. Decision-makers should understand which option best fits their organization's needs to optimize CX. Download our exclusive infographic to find out what is the difference between call center vs contact center.

  • Guide to Call Center Training Programs

    Sponsored by: TechTarget

    Contact center managers can't expect agents to perform flawlessly without a solid training program. This collection explores tips and best practices to develop and implement call center agent training programs.

  • 5 WAYS TO CHANGE A TOXIC CALL CENTER ENVIRONMENT

    Sponsored by: RingCentral

    No matter who you talk to, everyone agrees: a toxic call center is hurtful to customers, employees, and your bottom line. Download this eBook to learn why some call centers can feel downright destructive, and 5 steps your business can take to replace those negative feelings with positivity—and success.

  • 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.

  • 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.

  • 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.

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

    Sponsored by: ConvergeOne

    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.

  • Let's Chat: 4 Limitations of Automated Agents in the Contact Center

    Sponsored by: Genesys

    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.

  • Develop a Multichannel Strategy that Supports Customer Experience Management

    Sponsored by: BoldChat - LogMeIn

    Providing a top class customer experience is the key to customer retention, yet, according to a Forrester survey, only 10% of companies plan to invest in multichannel support. This e-guide explains why a strong multichannel presence is a necessity and walks you through the steps to developing your own strategy.

  • Video, Live Chat Usher in Multichannel Customer Service Challenges

    Sponsored by: BoldChat - LogMeIn

    Customers are demanding real-time customer service and contact centers are being forced to respond. Explore the pros and cons of 4 main communication channels, how to use customer data to your advantage, and how you can achieve multichannel customer service success.

  • Limitations of Customer Self-Service for Contact Centers

    Sponsored by: ServiceNow

    Today's customers are more empowered and informed than ever, and they expect self-service to be available. In this e-guide, Scott Sachs of SJS Solutions discusses some of the challenges you will need to address, including more complicated inquiries and reduced opportunities to enhance customer engagement.

  • Service Cloud Brings Intuitive UI to Customer Service and Support

    Sponsored by: Salesforce.com

    Call center agents need to be able to access customer account information, but historically they have struggled to do so. In this guide, explore how Service Cloud can help you streamline your agents' access to critical customer information, and how the platform's UI and Lightning development architecture play large roles in that.

  • Improving Customer Service with Knowledge Management Systems

    Sponsored by: Salesforce.com

    Customer service is a battleground on which many companies fight to gain competitive edge. Access an exclusive Q&A with Larry Robinson, Senior VP of Product Management for the Service Cloud, and learn how to create solid customer experience and agent productivity using a knowledge management system.

  • Improving Omnichannel Customer Service with Salesforce IoT Cloud

    Sponsored by: Salesforce.com

    Read our interview with Larry Robinson, senior VP of product management for the Service Cloud at Salesforce, in which he discusses the importance of creating a solid customer experience and agent productivity. He also talks about how Salesforce expects to deliver that with Salesforce IoT Cloud.

  • 10 Steps to a More Social Contact Center

    Sponsored by: Oracle Corporation

    This 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.

  • The Multichannel Mandate: Ready, Set, Automate

    Sponsored by: SearchCRM

    Automation technology can help contact centers get tie multichannel communications together and offer better customer service -- if it's set up and executed properly.

  • How To Unify Contact Centers and Multichannel Communications For a Better Customer Experience

    Sponsored by: SearchCRM

    Automation technology can help contact centers tie multichannel communications together and improve customer service. Access this e-book to learn from CRM expert Scott Sachs how to properly set up and execute your multichannel customer service strategy.

  • Speech-to-Text Analytics Reveals New Insights Into Consumer Behavior

    Sponsored by: IBM

    This white paper describes how Telerx, a global contact center outsourcing provider, embrace the methods that modern consumers are utilizing to share their opinions and turned raw data into valuable insight for their clients.

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