Contact Center Management Research
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The Future Of AI In The Contact Center
Sponsored by: TalkdeskThis report examines the key drivers and expectations of AI growth between now and 2025, including projected growth in investment, the reimagined customer journey, and the permanent, if evolving, role of human agents and staff in delivering value to customers and organizations. Save the guide here.
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The Talkdesk Customer Experience Maturity Model
Sponsored by: TalkdeskEvery brand falls into a defined CX maturity level. As a long-standing provider of CX technology, Talkdesk, developed their own CX Maturity Model to help organizations understand their current maturity level, set a vision for their ideal future state and create a roadmap to get there. Download this eBook to get started
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Security Checklist: Managing Security of a Remote Contact Center
Sponsored by: TalkdeskUse this checklist to evaluate the current contact center security measures you have in place, and review some strategic considerations to help you determine where to make strategic improvements.
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Contact center AI opens new frontiers for customer engagements
Sponsored by: SearchCRMLearn how contact center AI transforms one-dimensional call centers into all-encompassing, multidimensional customer experience centers with the help of artificial intelligence and automation technologies like machine learning, natural language processing, computer vision and neural networks.
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Think Automation First to Deliver Exceptional Customer Experiences
Sponsored by: UiPathDownload this white paper to learn about using RPA in the contact center, with insights on challenges, benefits and how to implement an end-to-end automation platform.
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Maximize Your Contact Center Performance With Employee Engagement
Sponsored by: TalkdeskDownload this eBook to explore the concept and potential benefits of contact center employee engagement, as well as strategies and innovative technologies that can help you achieve it.
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The Cloud Customer Experience: Moving away from Avaya
Sponsored by: TalkdeskRead this eBook to learn about the benefits of moving from a legacy contact center, like Avaya, to a cloud-native platform, and how doing so can help you provide the best possible CX.
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Voice over VPN vs. voice over cloud: a side-by-side comparison
Sponsored by: TalkdeskDownload this white paper to learn about the problems with relying on an on-prem VPN for voice communication and see why the cloud is the better choice for a WFH contact center.
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How to choose a contact center software system in 2020
Sponsored by: CloudCall LtdSelecting contact center software is a daunting task. Contact center software is the heart of an organization, handling all inbound and outbound contacts, and it's critical for driving efficient and effective business performance. Explore some expert tips for choosing a contact center software system in this guide.
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Contact center workforce management keeps pace with consumers
Sponsored by: SearchCRMAs contact centers increasingly implement AI and automation and migrate operations to the cloud, contact center workforce management software plays a critical role in improving customer interactions with agents and helping transform customer service from a cost center into a profit center.
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Cloud Contact Center: What to Consider Before Migration
Sponsored by: FourNetThe line between unified communications and the contact center is blurring as organizations look to bring both technologies together via cloud adoption. In this expert guide, find out if moving your contact center to the cloud is right for you, and explore 5 tips for picking a call center CX platform.
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Achieve CX Optimization with Call Center Transformation
Sponsored by: SquelchIn 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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AI in CRM: 10 Tips for Implementing Bots
Sponsored by: ConvergeOneExplore how AI and NLP work with – not in lieu of – contact agents, and key factors to consider about virtual agent chatbots.
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Contact Center Technology and Automation Tools You Should Know
Sponsored by: ConvergeOneExplore the considerations of cataloging your organization's business requirements for call center technology purchasing decisions, and why automation is critical for customer interactions.
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Figure Out the Future of your Contact Center
Sponsored by: ConvergeOneTap 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.
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Create and implement an all-purpose multichannel contact center
Sponsored by: ConvergeOneFind out why it's hard to determine exactly how to integrate social channels with CRM and how your business model -- and finding where your customers hang out -- will show the way.
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Contact Centers: How Gartner's Criteria Shook Up Vendor Rankings
Sponsored by: Five9Uncover why organizations are shifting to contact center as a service (CCaS) to replace their current infrastructure.
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Top 7 Contact Center Dos & Don'ts
Sponsored by: NICECustomer service agents set the tone for a customer's interactions with a company. In this expert e-guide, Rick Merson, Global Operations Director at Atento, explains how to improve the experience with the top 7 contact center management dos and don'ts.
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Boost Contact Center Service (Without Adding Agents)
Sponsored by: NICEContact 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.
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Explore the Changing Contact Center Landscape
Sponsored by: LogMeIn RescueNew 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.
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How Automated Contact Services Help One Health Center Reduce Missed Appointments
Sponsored by: MicrosoftIn this e-guide, discover how to improve communication between contact center agents and customers by integrating an automated contact service.
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Let's Chat: 4 Limitations of Automated Agents in the Contact Center
Sponsored by: GenesysIn 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.
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Develop a Multichannel Strategy that Supports Customer Experience Management
Sponsored by: BoldChat - LogMeInProviding 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.
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Video, Live Chat Usher in Multichannel Customer Service Challenges
Sponsored by: BoldChat - LogMeInCustomers 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.
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Manage Your Contact Center For More Meaningful KPI's
Sponsored by: GenesysIn this expert e-guide you'll find some helpful hints as to how you can identify the proper metrics needed to produce meaningful contact center KPI's. In addition, read 7 dos and don'ts of call center management to help you nourish your agent's best CRM practices.
