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Call Center Software Research

  • 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.

  • CCaaS Smart Guide: Transform Your Customer Experience

    Sponsored by: Genesys

    With contact centers standing at the core of great customer experience companies, experts predict that 85% of these interactions will be non-human in 2020. Use this 25-page guide to understand the necessary steps and ideal use cases for AI and cloud in your contact centers moving forward.

  • The UK Contact Centre Decision-Maker's Guide 2019-20

    Sponsored by: Genesys

    Download this 22-page guide to learn about 8 potential uses cases for AI within your own contact center.

  • How To Turn Your Contact Centre Agents Into CX Heroes

    Sponsored by: Genesys

    Use this whitepaper for 5 ways you could help your contact center employees improve at their roles and improve your intrapersonal CX processes.

  • Top 5 CX Technology Trends for Midsize Contact Centres

    Sponsored by: Genesys

    Download this whitepaper, which dives into 5 key trends of CX that will impact call center success heading into 2020.

  • What Are The Contact Center Trends Of Tomorrow – And How Can You Prepare?

    Sponsored by: Genesys

    The future of top-tier customer experience is heading for self-service. But how should businesses bridge themselves towards this hyper-efficient initiative? Find out in this video which dives into the 10-year goals customer-centric businesses should prioritize as they plan for 2020 projects.

  • Contact centers are evolving: 5 capabilities you need now

    Sponsored by: Pegasystems

    With modern customer experience goals centered around frictionless and personalized touchpoints, call center capabilities have advanced in order to accommodate new standards. Open this call center guide, which details 5 new capabilities critical to call center success, and 4 factors driving call center approach adjustments.

  • Innovative Ways To Address The Top 3 Agent Empowerment Challenges

    Sponsored by: Talkdesk

    Contact centers are struggling to keep their agents engaged. The word “empowerment” is regularly offered up as an end-all-be-all solution for driving culture improvement, but what does it really mean to empower agents? Find out in this trend report, which explores what it really means to empower your team members.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • The Evolving Contact Center: From Call Center to Customer Experience Center

    Sponsored by: Burwood

    In this white paper, learn how to upgrade your contact center's capabilities through understanding and meeting the demands of the 21st century consumer. Explore the 3 stages of a successful contact center evolution, and review guiding principles for leveraging your customer service center.

  • It's Good to Talk Even in a High Tech World

    Sponsored by: British Telecommunications PLC

    View this white paper to learn how those in the media and technology industry can improve their customer service experience through the use of a strong voice channel.

  • 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.

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