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Contact Center Services Research

  • eBook: Contact Center Economics and the Cloud

    Sponsored by: Genesys

    If 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.

  • 10 Rules For An Efficient Contact Center

    Sponsored by: Intrado

    There are new rules emerging for your contact center. Cloud-based technology is shifting how things are done, but you must now streamline your skills and strategies for success. Learn 10 rules that will help you run a more efficient contact center in the wake of the shifting landscape.

  • Contact Centers: How Gartner's Criteria Shook Up Vendor Rankings

    Sponsored by: Five9

    Uncover why organizations are shifting to contact center as a service (CCaS) to replace their current infrastructure.

  • Boost Contact Center Service (Without Adding Agents)

    Sponsored by: NICE

    Contact 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.

  • Explore the Changing Contact Center Landscape

    Sponsored by: LogMeIn Rescue

    New 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.

  • How Automated Contact Services Help One Health Center Reduce Missed Appointments

    Sponsored by: Microsoft

    In this e-guide, discover how to improve communication between contact center agents and customers by integrating an automated contact service.

  • Let's Chat: 4 Limitations of Automated Agents in the Contact Center

    Sponsored by: Genesys

    In 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.

  • 10 Steps to a More Social Contact Center

    Sponsored by: Oracle Corporation

    This expert e-guide reveals the actions you can take to manage social media contact more efficiently. Inside, Donna Fluss, founder of DMG Consulting, explains the benefits and limitations of workforce management systems for social media. Bonus: Discover the 10 steps to create a successful call center social media strategy.

  • Speech-to-Text Analytics Reveals New Insights Into Consumer Behavior

    Sponsored by: IBM

    This white paper describes how Telerx, a global contact center outsourcing provider, embrace the methods that modern consumers are utilizing to share their opinions and turned raw data into valuable insight for their clients.

  • Get the Most Out of Multichannel Marketing Automation Software

    Sponsored by: Pegasystems

    In this e-guide, learn why organizations must align multichannel marketing automation software with user expectations, as well as have it reflect business processes. Additionally, unveil exclusive tips on how to choose a marketing automation tool that fits your business needs.

  • 3 Keys to a 5-Star Mobile User Experience

    Sponsored by: Hewlett Packard Enterprise

    Access this brief resource to find fast facts about the mobile user experience, and find out why the user experience should be at the top of every enterprise's list. View now to discover how your mobile experience may be handicapping your business and damaging your brand presence.

  • 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.

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