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Call Center Management Research

  • eBook: Contact Center Economics and the Cloud

    Sponsored by: Genesys

    If you are considering the right deployment model for your contact center, economic guidelines can help you choose the solution that is best for your company. Cloud, on-premises or hybrid. Inside, uncover how different criteria can affect your choice.

  • 10 Golden Rules Of Outbound Contact Center Campaigns

    Sponsored by: Intrado

    Making effective contact with your customers and prospects is critical to business success. But outbound contact center campaigns are fundamentally different than inbound campaigns. Learn 10 key rules to help ensure your outbound operations achieve success.

  • 10 Rules For An Efficient Contact Center

    Sponsored by: Intrado

    There are new rules emerging for your contact center. Cloud-based technology is shifting how things are done, but you must now streamline your skills and strategies for success. Learn 10 rules that will help you run a more efficient contact center in the wake of the shifting landscape.

  • 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.

  • Get the Most Out of Multichannel Marketing Automation Software

    Sponsored by: Pegasystems

    In this e-guide, learn why organizations must align multichannel marketing automation software with user expectations, as well as have it reflect business processes. Additionally, unveil exclusive tips on how to choose a marketing automation tool that fits your business needs.

  • 3 Keys to a 5-Star Mobile User Experience

    Sponsored by: Hewlett Packard Enterprise

    Access this brief resource to find fast facts about the mobile user experience, and find out why the user experience should be at the top of every enterprise's list. View now to discover how your mobile experience may be handicapping your business and damaging your brand presence.

  • 3 Critical Funnel Points to Maximize Lead Conversions

    Sponsored by: Harte Hanks

    Access this brief resource to discover the 3 critical funnel points your contact center can focus on to maximize your ROI. Find out opportunities to improve data quality and lead qualification, and how to fix them.

  • 3 Funnel Points for Successful Lead Management

    Sponsored by: Harte Hanks

    Access this whitepaper to discover the 3 main funnel points for a successful sales strategy. Read on to find out how to calculate your campaign for success, and how to measure your call center metrics appropriately.

  • Expert Advice: E-Commerce and Social Media Drives CRM

    Sponsored by: IBM

    Access this expert guide to discover how businesses can improve their CRM strategies to ensure customers remain in control and satisfied with the user experience.

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