Contact Center Management Research
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It's Not Just Your IT: Why People & Process Matter for PCI DSS Compliance for Contact Centers
Sponsored by: SemafoneWith the vast amounts of sensitive customer data in contact centers, they are prime targets for fraudsters and hackers. Explore this webcast to gain insight into protecting data and becoming PCI DSS compliant within contact centers.
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Enterprise Engagement Magement Platform - Moving towards an Integrated Approach
Sponsored by: 8x8, Inc.This IDC white paper explores how UCC tools can support customer experience initiatives and increase satisfaction. Plus, learn about 8x8's Enterprise Engagement Management platform, a fully integrated cloud communications and cloud contact center tool.
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Use Gamification and Workforce Optimization to Help Improve Your Customer Experience
Sponsored by: VerizonLearn about the right tools to kindle employee excitement and the importance of attracting and retaining high quality talent with workforce optimization. Also uncover why you need to provide unique, personalized CX to gain new customers and keep the ones you have.
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Better, Faster, Shorter: Engaging Customers and Resolving Issues With New Contact Center Tools
Sponsored by: VerizonHear from Alla Reznik and Jessica Smith from Verizon about the importance of the customer experience and how your organization can make the move from contact centers to experience centers while capturing the voice of the customers.
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Transformation of Customer Experience with Cloud-Based Customer Engagement Applications
Sponsored by: GenesysDiscover how organizations can create value through cloud-based customer engagement solutions, and substantially improve the quality of customer experience they offer by learning about the trends, drivers, inhibitors, technologies, and challenges that are impacting the adoption.
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Why You Should Not Move Your Contact Center To The Cloud
Sponsored by: TATA CommunicationsInside, discover the 7 key challenges of cloud for contact centers, and find out how you can turn you concerns into myths.
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A Closer Look at Genesys PureCloud
Sponsored by: GenesysInside, analysts from Nucleus Research examine the experiences of organizations using cloud contact center solutions to respond to customer requests through their communication channel of choice, and more.
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Potential Cost Savings and Benefits of a Cloud-Based Omnichannel Contact Center
Sponsored by: GenesysIn this Forrester Research Total Economic Impact report, learn about the potential financial effects of a modern, cloud-based contact center management platform.
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Rethinking Your Contact Center: How to Engage the Modern Customer
Sponsored by: 8x8, Inc.Inside, learn about the challenges in creating an exceptional customer experience, the value of a contact center that supports all channels, and best practices for positively impacting customers.
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How to Take Your Contact Center Strategy to the Next Level
Sponsored by: ShoreGroupAccess this resource to learn 5 techniques to help build a successful contact center strategy.
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Shining a Light on Cloud-Based Contact Centers
Sponsored by: GenesysThis TEC spotlight report examines a cloud-based contact center management platform. Find out how to support omnichannel customer engagement processes and discover how you can manage workforce collaboration, communications, and engagement workflows on a single platform.
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The Financial Impact of Cloud-Based Contact Centers
Sponsored by: GenesysIn this Forrester Research Total Economic Impact report, learn about the potential financial effects of deploying a cloud-based platform for managing omnichannel contact centers.
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Contact Center as a Service: A View from the Trenches
Sponsored by: 8x8, Inc.Examine the impacts a shift from premises-based to cloud contact center has to employees on the frontline, supervisors, and contact center managers tasked with running the day-to-day operations, as well as insight on common questions and experiences in a contact center as a service (CCaaS) environment.
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Contact Center Trends to Watch
Sponsored by: ShoreGroupThis white paper identifies 5 emerging contact center trends that will have a real impact on what's considered standard in the coming years. By considering these trends, you can see how your organization measures up and develop the strategies needed to guide future contact center development.
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The US Contact Center Decision-Makers' Guide: The Omnichannel Chapter
Sponsored by: GenesysYour customers expect effortless and personalized engagement across all their channels. Delivering exceptional customer service requires the platform, infrastructure, applications and resources to identify, route and switch interactions seamlessly between agents and channels, while keeping relevant data available throughout the customer journey.
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eBook: Contact Center Economics and the Cloud
Sponsored by: GenesysIf 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.
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Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017 - 18
Sponsored by: GenesysWith all the options in the rapidly changing marketplace for cloud-based contact centers, it's a challenge to find the right solution for your business. Learn why Genesys has been positioned as a leader who has solutions for businesses of all sizes and in all industries around the world.
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eBook: Blended AI for Customer Experience
Sponsored by: GenesysArtificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide.
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Forrester Study: Cost Savings and Benefits of a Cloud-Based Omnichannel Contact Center Solution
Sponsored by: GenesysThe beauty of cloud-based platforms is that they are adaptable and truly scalable to any sized business. Whether you're a small company looking to improve your communications or a new company ready to implement a platform to grow with the business, cloud-based solutions keep you covered.
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Frost & Sullivan: Update Your Contact Center Today or Risk Losing Business Tomorrow
Sponsored by: GenesysFuture-proof your contact center with omnichannel at the center of your digital transformation. It eliminates siloes so your customers get the seamless experience they expect. Learn how to manage the entire customer journey with a single, integrated view of all interactions.
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Forrester Study: The Total Economic Impact™ Of Genesys PureCloud
Sponsored by: GenesysHistorically, upgrading your contact center solution was a costly endeavor. The Genesys® PureCloud™ solution breaks the mold with a three-year 571% ROI and payback in less than three months.
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eBook: Your Definitive IVR Playbook
Sponsored by: GenesysCustomer interactions, across all channels, are of strategic importance in today's world. Inside, learn how you can meet the criteria your customers place the emphasis on.
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eBook: Not All Cloud Contact Center Platforms Are Created Equal
Sponsored by: GenesysEveryone says they're "in the cloud," but most technology leaders would agree that not all clouds are created equal. When evaluating a cloud contact center solution for your business, it's important to understand the difference between a true Cloud 2.0 application and traditional software.
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Forrester Study: Artificial Intelligence with the Human Touch
Sponsored by: GenesysSee how enterprises around the world use AI to improve customer service and uncover new revenue streams, the challenges they overcame, and why a blended solution with live agents makes sense.
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ContactBabel: The US Contact Center Decision-Makers' Guide
Sponsored by: GenesysYour customers expect effortless and personalized engagement across all their channels. Delivering exceptional customer service requires the platform, infrastructure, applications and resources to identify, route and switch interactions seamlessly between agents and channels, while keeping relevant data available throughout the customer journey.
