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Contact Center Workforce Management Research

  • European Contact Center as a Service Market, 2020

    Sponsored by: Genesys

    Genesys software was recently ranked above their competition when compared to 17 other companies in the Frost and Sullivan European Contact Center as a Service Market, 2020 report. Download a copy to see why and explore key features of the platform.

  • 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.

  • From an On-Prem Contact Center to a Cloud-Based one in 19 hours

    Sponsored by: Intrado

    For one client, contact center provider, Intrado, replaced their entire physical call center with a cloud-based virtual one in just 19 hours. Learn about the transformation in this brief video.

  • Empirix Contact Center Assurance Solutions

    Sponsored by: Empirix

    Today’s contact centers are under constant pressure to provide consistent, high-quality experiences for customers. One of the most effective ways to ensure that happens is to use a quality assurance solution. Learn about Empirix’s contact center assurance solutions and the benefits you could achieve by using one in this brief video.

  • Maximize Your Contact Center Performance with Employee Engagement

    Sponsored by: Talkdesk

    Download this eBook to explore the concept and potential benefits of contact center employee engagement, as well as strategies and innovative technologies that can help you achieve it.

  • The Cloud Customer Experience: Moving Away from Avaya

    Sponsored by: Talkdesk

    Read this eBook to learn about the benefits of moving from a legacy contact center, like Avaya, to a cloud-native platform, and how doing so can help you provide the best possible CX.

  • Voice Over VPN vs. Voice Over Cloud: A Side-By-Side Comparison

    Sponsored by: Talkdesk

    Download this white paper to learn about the problems with relying on an on-prem VPN for voice communication and see why the cloud is the better choice for a WFH contact center.

  • The AI-Powered Contact Center

    Sponsored by: Genesys

    AI has proved to be a helpful tool in modernizing the call center, reinvigorating its profitability, and bringing it back to the forefront of business operations. Read this eBook to learn about the Genesys AI, and how their predictive AI-powered tool can help empower your call center with better customer-agent connections.

  • Contact Center Work-From-Home Checklist

    Sponsored by: 8x8, Inc.

    Download this contact center work-from-home checklist to explore 10 tips that can help ensure your organization is all packed and prepared for their remote work journey.

  • How to Leverage Quality Management to Transform the Customer Experience

    Sponsored by: 8x8, Inc.

    Read this eBook to learn how you can better leverage quality management in your contact center, as well as 5 tips you can use to boost the effectiveness of your program

  • Contact Center 2.0: The Rise of Collaborative Contact Centers

    Sponsored by: RingCentral

    Learn why cloud contact centers are taking over, and how digital transformation is making them more unified, collaborative and intelligent in this white paper.

  • Contact Center 2.0

    Sponsored by: RingCentral

    Download this white paper to learn about the problems associated with legacy contact centers, and how moving to the cloud can help eliminate them.

  • How Long Hold Times Affect Your Customers’ Experience (And Your Bottom Line)

    Sponsored by: RingCentral

    There’s always going to be an ebb and flow of contact center needs that is mitigated by asking customers to wait. Still, the question is, what does that mean for you, and how can you handle them better? Find out in this white paper, which explores the effects of hold times on your customers’ experience and tips to help you tackle the issue.

  • Remote Agents: Managing a WFH Contact Center

    Sponsored by: CallMiner

    Download this white paper for expert advice on how to manage a WFH contact center.

  • The Collaborative Contact Center A disruptive approach to customer engagement

    Sponsored by: RingCentral

    Access this white paper to review key considerations that can help you choose a cloud contact center solution and discover 4 four reasons to make your contact center collaborative.

  • Business Continuity & Disaster Recovery in the Contact Center

    Sponsored by: NICE inContact

    When it comes to disaster planning in contact centers, the focus is often placed on recovery instead of business continuity—but both are equally important. Download this white paper to learn how you can minimize impact from disasters and emergencies through a proactive strategy.

  • 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.

  • 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.

  • 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.

  • Talkdesk vs. 8x8 vs. 7 more: Which CCaaS is Best for You?

    Sponsored by: Talkdesk

    CCaaS solutions are becoming the preferred deployment model for many contact centers in North America, replacing traditional on-premises contact center infrastructure. Find out why in this Gartner Magic Quadrant, and review 9 CCaaS providers and their features to help determine the right choice for you.

  • Improving Customer Experience Through Enhanced Employee Experience

    Sponsored by: Avtex

    View this webinar from Avtex to discover the direct impact your employee satisfaction has on customer experiences. Review strategies for improving contact center agent efficiency and satisfaction, and uncover the benefits of integrating contact center and CRM platforms.

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