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Contact Center Services Research

  • Best practices for integrating your contact centre with salesforce.com

    Sponsored by: ComputerWeekly.com

    Analyst group, Nucleus Research explores how companies can use technologies such as Genesys Connect to deliver more value from their service cloud investment

  • Supporting a Multichannel Contact Center

    Sponsored by: SearchCRM

    Consult this expert e-guide to uncover how you can provide customer support across multiple communication channels. Assisting customers efficiently is imperative to the reputation of your business. This e-guide covers best practices for managing multiple channels, so you can prepare for communication from every angle.

  • Customer Experience Exchange E-Zine: Issue 3

    Sponsored by: SearchCRM

    In this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%.

  • SIP contact centers: Key benefits and potential challenges

    Sponsored by: SearchSecurity.com

    Learn how Session Initiation Protocol (SIP), unified communications (UC) and contact centers fit hand in hand in this e-guide from SearchUnifiedCommunications.com.

  • The Makings of a Modern Contact Center

    Sponsored by: SearchCRM

    Choosing between a hosted or on-premises model -- or a blend of the two -- is the first step to modernizing customer relationship management systems today. Inside, explore the key differences between a hosted and an on-premises contact center.

  • Performance Improvement In The Contact Centre

    Sponsored by: Cisco

    Find out how you can improve customer satisfaction, become more competitive and reduce the cost of acquiring and retaining loyal customers by investing more money in contact center technologies.

  • How-To Guide: Top Ways to Optimize Your Contact Center Investment

    Sponsored by: Cisco

    Find out what you need to know to ensure your contact center runs to the best of its ability.

  • Three Tips for Measuring Voice in the Sea of Big Data

    Sponsored by: Calabrio, Inc.

    This resource explores why the contact center has remained a highly untapped source of customer insight, explains how recent advances are giving organizations the power to analyze voice interactions, and counts down three essential success factors that you should consider.

  • Contact Center Metrics for Customer Experience Success

    Sponsored by: Desk.com (A Salesforce Company)

    In this SearchCRM.com expert e-guide, get an inside look at common practices for measuring contact center and organizational performance, and learn how you can transform metrics into a world-class customer experience.

  • Close the Omni-channel Customer Experience Gap

    Sponsored by: IBM

    If your customers cannot move smoothly across all channels, their experiences will suffer. Access this guide to learn how you can close the omni-channel customer experience gap and bring online visibility to your contact center.

  • Seven Critical Capabilities to Demand From Your Cloud Contact Center Provider

    Sponsored by: Aspect

    Delivering exceptional customer service today means having a flexible and reliable contact center, as well as all the tools your agents need to be successful. Many companies are looking to cloud contact center platforms to meet these requirements, but what should you look for in a cloud solution?

  • Deployment Flexibility

    Sponsored by: Aspect

    In this white paper, explore two alternatives to traditional infrastructures: cloud deployments and managed services. Discover how managed services allow you to keep your contact center infrastructure on-premise without the burden of managing it, and how cloud deployments offer a scalable host solution with unparalleled flexibility.

  • Avaya Asia Pacific Customer Experience Index 2013

    Sponsored by: Avaya

    This exclusive resource discusses the critical role that contact centers play in driving customer satisfaction and how your organization can ensure that your contact centers provide customers with the experience that they desire.

  • Avaya Users Deploy Best-in-Class Practices to Improve Contact Center Performance

    Sponsored by: Avaya

    This exclusive paper examines how your organization can position itself to meet changing buyer needs by establishing best-in-class contact center programs. Read on and also discover 14 best practices that can ensure successful customer interactions.

  • What Happens When They are Gone?

    Sponsored by: VoltDelta

    Access this helpful resource to learn what to ask when searching for a cloud-based contact center tools -- especially interactive voice response (IVR) technology. Discover the hidden "red flags" that signal you to dig a little deeper before selecting a final vendor for your cloud contact center initiatives.

  • The Hidden ROI of a Cloud-based Contact Center

    Sponsored by: Five9

    Access this report from Aberdeen Group to examine some of the top business drivers for cloud-based contact centers. You'll also explore the benefits that the cloud offers contact centers, and how it improves customer experience over traditional call center deployments.

  • Visa Desjardins Provides a Differentiated Customer Experience

    Sponsored by: Genesys

    Access this video case study today to learn how Visa Desjardins – the largest financial cooperative group in Canada – optimized customer service delivery by investing in a new blended call center environment.

  • ICBC Builds Cutting-edge Contact Center as Part of their Customer-Centric Strategy

    Sponsored by: Genesys

    This case study reveals how Canadian insurer ICBC built a flexible, cutting-edge contact center as a key part of its customer-centric strategy, enabling the company to improve routing flexibility, increase customer satisfaction, and more.

  • Loss from Legacy Call Center Infrastructure

    Sponsored by: Genesys

    Is your legacy call center infrastructure limiting your organization's ability to increase efficiencies, reduce costs, and raise productivity? What's the true cost of a legacy call center? Answer these questions now by consulting this exclusive infographic.

  • The New CRM Metrics: Putting Them to Work

    Sponsored by: SearchCRM

    There is added pressure for modern contact center agents, with customers armed to the teeth with devices to connect with businesses—from tweets to texts to phone calls. But with proper metrics to gauge performance and lead to instructive training, some of that pressure can be alleviated.

  • How Mobile Devices are Driving Innovations in Contact Centers

    Sponsored by: Avaya

    Failing to adopt a customer service strategy for mobile devices could put your business at a serious disadvantage. Gartner research suggests that 80% of companies will suffer revenue loss from the lack of customer support on mobile devices by 2013. Read this paper to learn how to utilize the opportunities mobility offers customer service.

  • Mobile Devices: Changing the Way You'll Service Your Customers

    Sponsored by: Interactive Intelligence, Inc.

    Discover how you can take advantage of the mobile revolution to deliver an improved and expanded service experience for your mobile device wielding users.

  • Pros and cons of WFM in the call center

    Sponsored by: Infor WFM Workbrain

    The market for workforce management (WFM) software in the contact center saw double-digit growth last year, but the technology still needs work, according to experts. In this e-guide you’ll explore the pros and cons of WFM.

  • Contact Center Security in the Cloud: Questions to Ask & Answers to Expect

    Sponsored by: LiveOps

    Read this white paper to learn what should be addressed when moving your contact center to the cloud including important security risks.

  • Upgrading to Cisco Unified Communications Manager Business Edition 6000

    Sponsored by: Cisco Systems, Inc.

    Learn how the Cisco Unified Communications Manager Business Edition enables your employees to collaborate in the office or on the road from desk phones, PCs or Macs, mobile phones, business tablets, or any combination.

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