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Contact Center Software Research

  • The Connected Center: Deliver superior CX to boost contact center value

    Sponsored by: Verizon

    The following document contains some market insights on how trends in mobile technology, data analytics and omnichannel marketing are shaping their operations, empowering agents and strengthening the CX. Access it today to learn how you can boost the value of your contact center with stronger, faster, and personalized customer support.

  • Contact center workforce management: Best practices for shifting to remote work

    Sponsored by: Verizon

    Many companies have struggled to shift contact center employees to a work-from-home model. Fortunately for you, remote contact center employees can actually improve the customer experience—with the right set of best practices. Read this article to discover how you can overcome the inevitable challenges of remote work and come out on top in the end.

  • 5 ways a chatbot for the contact center can help workflow

    Sponsored by: ServiceNow

    Explore 5 ways a business's workflow can benefit from chatbots for the contact center in this expert guide.

  • Contact Center Agility In The Post-covid World

    Sponsored by: NICE CXone

    This white paper will help you create a roadmap to succeed in the post-COVID-19 era by offering a new strategy for your contact centers that enables your organization to deliver an outstanding customer experience in a cost-effective manner.Download your copy to get started.

  • 5 Ways To Manage Demand Swings In Your Contact Center

    Sponsored by: NICE CXone

    In this eBook, explore 5 strategies that can help you maintain customer service levels when expected events occur. Download your copy to get started.

  • The Transformed Workplace

    Sponsored by: NICE CXone

    Companies around the world are preparing for a future where many of their agents continue to work outside of the office as well as onsite in blended teams. So how do you get your contact center ready for a changing agent workforce that works from anywhere? Download this Nemertes report for expert tips on navigating a successful transition.

  • The Real-World Guide to Managing Remote Teams with CXone

    Sponsored by: NICE CXone

    In this interactive workshop, learn how you can better manage your remote contact center agents with NICE inContact’s CXone. You’ll also be provided with a workbook you can use as a real-life reference once you’re back in the office. Watch now to get started.

  • Customer Success Story: MoneyGram

    Sponsored by: NICE CXone

    Watch this video to see how NICE inContact has provided MoneyGram with seamless, user-friendly technology, that they can rely on.

  • Remote Agent Playbook

    Sponsored by: RingCentral

    Access this e-book to learn what changes with remote support teams, what strategies you can implement now, and how to manage your teams across locations to service customers.

  • Think Automation First to Deliver Exceptional Customer Experiences

    Sponsored by: UiPath

    Download 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.

  • The Game Plan for Omnichannel Customer Service

    Sponsored by: Intrado

    Download this white paper for expert insights and practical suggestions on how to design an effective contact strategy based on modalities (voice, text, video) and engagement options (live assistance, self service, proactive service).

  • 24x7 Customer Service Without Additional Headcount

    Sponsored by: Serviceaide

    Download this white paper to learn how the IT service desk demonstrates how the internal CX is influenced by the journey through interaction touchpoints, and why achieving this often requires a redesign of company culture, new technology, and modernized processes.

  • 4 Benefits of Deploying Managed UC Services

    Sponsored by: NWN Corporation

    IT departments are constantly seeking ways to move applications, data and services to the cloud. Yet, UC has remained in-house and on premises longer. But, over the years, managed UC services have come a long way to create a solid set of benefits that may convince business leaders to reconsider. In our expert guide, dive into 4 of those benefits.

  • How to choose a contact center software system in 2020

    Sponsored by: CloudCall Ltd

    Selecting 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.

  • Contact center workforce management keeps pace with consumers

    Sponsored by: SearchCRM

    As 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.

  • Contact center AI opens new frontiers for customer engagements

    Sponsored by: SearchCRM

    Learn 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.

  • Achieve CX Optimization with Call Center Transformation

    Sponsored by: Squelch

    In 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.

  • Taking on Virtual Agents to Handle Global Smartphone Users

    Sponsored by: ConvergeOne

    Explore the growing acceptance of virtual agents and find out how Vivino, the world's most downloaded wine app, configured their contact center and improved customer experiences for millions of global smartphone users speaking different languages.

  • AI in CRM: 10 Tips for Implementing Bots

    Sponsored by: ConvergeOne

    Explore how AI and NLP work with – not in lieu of – contact agents, and key factors to consider about virtual agent chatbots.

  • Contact Center Technology and Automation Tools You Should Know

    Sponsored by: ConvergeOne

    Explore the considerations of cataloging your organization's business requirements for call center technology purchasing decisions, and why automation is critical for customer interactions.

  • Figure Out the Future of your Contact Center

    Sponsored by: ConvergeOne

    Tap 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.

  • Create and implement an all-purpose multichannel contact center

    Sponsored by: ConvergeOne

    Find 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.

  • A Look at 5 Contact Center Automation Tools

    Sponsored by: Genesys

    In this expert e-guide, learn about what you need to consider when making contact center purchasing decisions, 5 contact center automation tools to know, and the top 5 benefits of speech analytics.

  • Contact center software features help fulfill the customer's journey

    Sponsored by: SearchCRM

    From cutting costs to guaranteeing a better customer service experience, contact center infrastructure updates can make a huge difference. In tis expert handbook, learn how to analyze, consider and choose the right contact center software for your organization.

  • Top 7 Contact Center Dos & Don'ts

    Sponsored by: NICE

    Customer 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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