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Contact Center Management Research

  • Using Automated Scorecards to Improve Agent Performance

    Sponsored by: CallMiner

    When Quality Monitoring (QM) and recording processes were introduced, call center supervisors were able to monitor agent activity, but with all the communication channels used today, legacy QM tools are no longer adequate. Download this white paper to learn about a more modern way to create quality scorecards with speech analytics and automation.

  • How Holiday Inn Re-vamped their Contact Center with CallMiner

    Sponsored by: CallMiner

    Holiday Inn Club Vacations is a collection of resorts in the U.S. Hoping to expand their contact center and better meet compliance requirements, the company implemented CallMiner’s Eureka platform. Learn about Holiday Inn’s experience and the benefits Eureka helped them realize in this brief video.

  • The Power of Analytics in the Customer Experience Economy

    Sponsored by: 8x8, Inc.

    Download this eBook to learn how companies are using analytics to solve the toughest puzzles of customer experience management and explore 4 tips for using them in your contact center.

  • 5 Ways to Transform Contact Center Results Through Unified Communications

    Sponsored by: 8x8, Inc.

    Download this white paper to learn about UC and contact center integration, and how it can help empower agents to meet your goals and realize 5 key benefits.

  • Are consumers at breaking point with contact center verification and security?

    Sponsored by: BT

    Download this white paper to learn how to adjust your strategy to account for some common security conundrums that consumers are facing with contact centers.

  • Constructing the Next-Gen Support Agent: Why AI Is Required

    Sponsored by: Coveo

    There’s a lot of discussion around the benefits AI can provide—especially in customer service. But can it really live up to all the hype? Find out in this webinar, which delves into 1 healthcare organization’s experience implementing AI in their self-service strategy and the benefits they achieved.

  • How to avoid a messaging meltdown in your contact center

    Sponsored by: BT

    When it comes to messaging channels for your customer support teams, successful implementation takes so much more than making the channel available. Download this white paper for tips on how to avoid a messaging meltdown in your contact center.

  • How AI Is Powering the Next Generation of Support Agents

    Sponsored by: SearchUnify

    When it comes to contact center agents, many support teams still rely on manual processes—preventing them from servicing customers in the most efficient, effective way. Luckily, AI and cognitive search can help. Learn how AI is powering the next generation of support agents in this blog post.

  • Quick Wins with Contact Center Speech Analytics

    Sponsored by: 8x8, Inc.

    Even if you have years of experience in managing contact centers, getting started with speech analytics may seem daunting. But the good news is: It’s not as hard—or as time-consuming—as you might think. Download this guide to learn how you can get started with speech analytics today.

  • 8x8 Intelligent IVR

    Sponsored by: 8x8, Inc.

    8x8 Intelligent IVR is a speech enabled intelligent voice response system that leverages analytics and AI to provide self-service options for incoming callers. Learn about it—and what it can do for your contact center—in this product overview.

  • The ROI of Uniting Unified Communications and Contact Center

    Sponsored by: 8x8, Inc.

    Download this report to explore the quantifiable benefits you could experience by incorporating UC capabilities within your contact center.

  • 3 Ways Agent Experience is Boosting Customer Experience

    Sponsored by: NICE inContact

    Anyone can deliver a good customer experience. But to deliver an experience that exceeds expectations and leads to lasting customer loyalty? That requires more. Discover how you can empower your agents to provide a 5-star experience to every customer with agent experience expert Lori Bocklund of Strategic Contact.

  • The State of Agent Experience and Engagement in Today’s Contact Centers

    Sponsored by: NICE inContact

    Improving employee engagement can have multiple ripple effects across an organization— especially in the contact center, where agent experience directly correlates to customer satisfaction. Download this research report to explore key findings on how contact centers can drive satisfaction, engagement, and motivation.

  • 8x8: Streamlining Collaboration and Customer Care

    Sponsored by: 8x8, Inc.

    Frost & Sullivan forecasts the overall market revenue for hosted and cloud contact centers to increase at a CAGR of 11.4% through 2022—mainly due to the benefits they offer. Explore contact center trends, and how 8x8’s cloud offerings can streamline collaboration and customer care in this research report.

  • Ten considerations for moving your contact center to the cloud

    Sponsored by: Genesys

    By evaluating criteria and answering critical questions at the outset, organizations will be able to find the best match for their business goals and requirements. View this ebook to learn the 10 key considerations for selecting a partner and moving to a cloud-based contact center.

  • 8 Contact Center Trends to Watch in 2020

    Sponsored by: 8x8, Inc.

    Over the last decade, most of the predictions surrounding the state of the contact center have revolved around: AI, omnichannel technology, digital transformation, employee experience and analytics. So, what will be 2020 bring? Find out in this trend report by 8x8, which explores the 8 contact center trends to watch in the upcoming year.

  • Contact Center Operations Software: How These 41 Products Compare

    Sponsored by: Genesys

    Contact center operations software provides businesses with the capabilities necessary to run a customer contact center—but with all the software options available, how do you know which is the best choice for you? Find out in this G2 Grid Report for Contact Center Infrastructure, which ranks 41 vendors and their features.

  • 4 Businesses That Found CX Success with a Cloud Call Center

    Sponsored by: Genesys

    Meeting today’s increasing customer expectations means having the right technology to support your call center—which is why so many organizations are moving to a cloud-based platform. Download this eBook to find out how 4 call centers upgraded their technology and achieved ROI by moving their call center to the cloud.

  • CallTower Teams Direct Routing + Five9 Contact Center = POWERFUL

    Sponsored by: CallTower, Inc.

    Together, CallTower and Five9 empower the Microsoft Teams digital environment to provide a strong, positive customer experience. In this brief, explore the capabilities of CallTower’s Microsoft Teams Direct Routing and Five9 Blended Cloud Contact Center.

  • Why Choose CallTower’s Direct Routing for Teams over Microsoft’s?

    Sponsored by: CallTower, Inc.

    CallTower delivers an integrated Office 365 Microsoft Teams experience with global calling plans. In this brief, compare the prices of CallTower and Microsoft’s Direct Routing for Teams.

  • Appian For Insurance Intelligent Contact Center

    Sponsored by: Appian

    Whether it’s a new business quote, a billing inquiry, or a claim, insurers are transforming the way they deliver customer service with the help of automation, AI and other emerging technologies. Download this product sheet to learn about one contact center offering that utilizes all those technologies and more to offer the ultimate CX.

  • 2020 Strategy: Transform Your Contact Center Experience for Employees and Customers

    Sponsored by: NWN Corporation

    Competitive organizations are increasingly turning to cloud-hosted contact center technology. Read this 2020 roadmap to learn what capabilities your modern contact center should have, and why so many organizations are turning to the cloud for better performance and CX.

  • Contact Center 2025: A Roadmap

    Sponsored by: Talkdesk

    Customer Contact Week Digital’s recent survey found that 81% of contact centers have already begun preparing and training their teams for the adoption of automation. Learn how this technology can help streamline processes and explore the other key initiatives for contact centers over the next 5 years in this 2025 Contact Center Roadmap.

  • 3 Steps to Infusing AI in the Contact Center

    Sponsored by: Talkdesk

    Many believe that AI is the future of customer service and a key disruptor for the entire contact center industry—but what does it take to implement it? Find out in this webinar, which focuses on the future of AI in the contact center and the 3 incremental steps that you can take today to apply it for maximum impact and success.

  • Magic Quadrant for Contact Center as a Service, North America

    Sponsored by: NICE inContact

    Contact center as a service (CCaaS) solutions are becoming the preferred deployment model for many contact centers in North America. In Gartner report, discover 9 vendors and their features designed to help application leaders responsible for customer service and support technology.

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