Call Center Software Research
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CCaaS Smart Guide: Transform Your Customer Experience
Sponsored by: GenesysWith 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.
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The UK Contact Centre Decision-Maker's Guide 2019-20
Sponsored by: GenesysDownload this 22-page guide to learn about 8 potential uses cases for AI within your own contact center.
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How To Turn Your Contact Centre Agents Into CX Heroes
Sponsored by: GenesysUse this whitepaper for 5 ways you could help your contact center employees improve at their roles and improve your intrapersonal CX processes.
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Top 5 CX Technology Trends for Midsize Contact Centres
Sponsored by: GenesysDownload this whitepaper, which dives into 5 key trends of CX that will impact call center success heading into 2020.
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What Are The Contact Center Trends Of Tomorrow – And How Can You Prepare?
Sponsored by: GenesysThe 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.
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Contact centers are evolving: 5 capabilities you need now
Sponsored by: PegasystemsWith 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.
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Innovative Ways To Address The Top 3 Agent Empowerment Challenges
Sponsored by: TalkdeskContact 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.
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The UK Contact Center Decision-Maker’s Guide 2018-19
Sponsored by: 4NetThe "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.
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How to Ensure a 360-Degree Customer View
Sponsored by: AppianIn 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.
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CX Technology Could vs. Should
Sponsored by: AvtexBegin 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.
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Improving Customer Experience Through Enhanced Employee Experience
Sponsored by: AvtexView 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.
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Implementing a Virtual Contact Center for Government
Sponsored by: VerizonSetting 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.
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Integrating CRM and Contact Center Technologies to Improve Customer Experience
Sponsored by: AvtexView 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.
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InteractionSync: Solving Agent Efficiency Issues and Increasing Contact Center Productivity
Sponsored by: AvtexHow 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.
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Talkdesk GDPR Compliance
Sponsored by: TalkdeskIn 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.
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Call Center Quality Assurance Guide
Sponsored by: CallMinerIn 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.
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The Secret Recipe: Transforming Best-In-Class Contact Centers
Sponsored by: TalkdeskImproved 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.
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2019 Talkdesk Contact Center KPI Benchmarking Report
Sponsored by: TalkdeskRead 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.
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Future-Proof Your Contact Center: A Guide to Improving Employee Experience, Customer Experience, and Technology
Sponsored by: TalkdeskThanks 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.
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The Real Cost of Downtime: How to Understand the Impact of Contact Center Outages
Sponsored by: TalkdeskA 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.
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Talkdesk: Enterprise Cloud Contact Center for the Digital World
Sponsored by: TalkdeskIn 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.
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How Relevant is Your Organization? Explore the Coveo Customer Service Relevance Maturity Model
Sponsored by: CoveoView 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.
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How CXone Empowers Contact Center Managers
Sponsored by: NICE inContactView 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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How CXone Empowers Contact Center Agents
Sponsored by: NICE inContactView this brief video to learn how NICE CXone can help your contact center reduce training time, improve agent retention, and streamline true omnichannel interaction.
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'Alexa, How Are My SLAs?' Omega World Travel Uses Innovation and CXone to Deliver Outstanding Service
Sponsored by: NICE inContactView this case study to learn how Omega World Travel, one of the largest travel management companies in the United States, overcame the problems of their third-party hosted cloud solutions and struggling CX with NICE CXone.
