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Contact Centers Research

  • 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.

  • Analytics in the Contact Center: CallMiner’s Approach

    Sponsored by: CallMiner

    Organizations are increasingly leveraging AI and machine learning (ML) in their contact centers to analyze every customer interaction and uncover any actionable intelligence. Download this white paper to learn how you can implement AI and ML to assist with your customer interaction analysis.

  • 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.

  • Integrating CRM and Contact Center Technologies to Improve Customer Experience

    Sponsored by: Avtex

    View this white paper to learn how your organization can improve contact center performance and customer satisfaction with a CRM integration. Review how a CRM integration can help provide superior customer service on first contact, and learn what to look for in a contact center and CRM integration software.

  • MicroScope – October 2019: What's next for the channel?

    Sponsored by: MicroScope

    The fourth quarter is the busiest in the channel, and we get an idea of which technologies should be selling strongly

  • InteractionSync: Solving Agent Efficiency Issues and Increasing Contact Center Productivity

    Sponsored by: Avtex

    How can your organization improve agent efficiency and increase contact center productivity? View this white paper, and learn how Avtex InteractionSync can help your contact center boost efficiency and agent productivity, and decide if InteractionSync is right for your organization.

  • AI: What it is, and should you use it

    Sponsored by: 4Net

    The hype surrounding artificial intelligence (AI) and all its potential applications is seemingly unending—but, could it really as powerful as people say it is? Keep reading to discover what AI is by definition, why it's becoming a hot commodity for contact centers, and the pros and cons of implementing it for yourself.

  • Talkdesk GDPR Compliance

    Sponsored by: Talkdesk

    In this e-book, discover what steps Talkdesk has taken to ensure compliance with General Data Protection Regulation (GDPR). Get a comprehensive overview of Talkdesk personal data processing protocols, and review how Talkdesk ensures data security, controls third-party access to personal data, and more.

  • AI Now: Transforming Customer Experience Today

    Sponsored by: Talkdesk

    There's no debate that AI will transform how businesses approach customer experience (CX) going forward—but, how will it impact the human workforce in contact centers? Watch this webinar to find out what impact AI contact agents will have on the customer journey, and how businesses can best prepare for these seemingly inevitable transformations.

  • Pocket Guide to Contact Center Management Terms

    Sponsored by: Talkdesk

    Keeping up with the ever-growing amount of acronyms and technologies in the contact center sector is a constant challenge. Fortunately, you can use this pocket guide to contact center management terms to ensure that you are up-to-date with the terminology you need to know.

  • AI in the Contact Center: Balancing Automation and the Human Touch

    Sponsored by: Talkdesk

    Watch this webinar to learn how to leverage AI in the contact center to deliver the boost you need to provide a next-level CX, helping you to stand out among dense competition.

  • How Digital Transformation Impacts the Modern Contact Center

    Sponsored by: Talkdesk

    According to a recent Frost & Sullivan survey of IT decision-makers, almost 70% of respondents that said they achieved 51-100% revenue growth were early adopters of digital transformation. Find out more information here.

  • Call Center Quality Assurance Guide

    Sponsored by: CallMiner

    In this guide, discover everything you need to know about creating and maintaining call center quality assurance. Uncover the problems created by poor call center quality assurance, and learn how to resolve call center quality management issues with a robust call center quality assurance strategy.

  • Talkdesk: Enterprise Cloud Contact Center for the Digital World

    Sponsored by: Talkdesk

    In this white paper, explore the product features and benefits of a Talkdesk cloud-native enterprise contact center. Review how Talkdesk can help your organization improve service delivery and quality of service, and decide if Talkdesk is right for your organization.

  • How Relevant is Your Organization? Explore the Coveo Customer Service Relevance Maturity Model

    Sponsored by: Coveo

    View this white paper to discover how a relevance maturity model can be used to help your organization recognize where they are, where they want to go, and how to get there. Review how a relevance maturity model can help improve customer satisfaction and support, and explore your software options with Coveo.

  • The Evolving Contact Center: From Call Center to Customer Experience Center

    Sponsored by: Burwood

    In this white paper, learn how to upgrade your contact center's capabilities through understanding and meeting the demands of the 21st century consumer. Explore the 3 stages of a successful contact center evolution, and review guiding principles for leveraging your customer service center.

  • It's Good to Talk Even in a High Tech World

    Sponsored by: British Telecommunications PLC

    View this white paper to learn how those in the media and technology industry can improve their customer service experience through the use of a strong voice channel.

  • Three Pitfalls Financial Institutions Must Avoid in the Contact Center

    Sponsored by: Appian

    Download this white paper to learn about the critical role of contact centers in building lasting customer relationships, and why it is important to deliver the best experiences at every touch point, especially in financial services.

  • Appian for Financial Services: Intelligent Contact Center

    Sponsored by: Appian

    Download this white paper to learn how an intelligent contact center can provide a complete, single view of the customer while driving rapid revolution, leading to superior agent performance and world-class customer experiences.

  • CCW Market Study: The Future of the Contact Center

    Sponsored by: Appian

    In this market study, discover the popular investment areas shaping the development of the modern contact center. Explore the urgent investment priorities for contact centers looking to modernize their everyday processes, and review how your organization's contact center can benefit from intelligent technology.

  • Key to Intelligent Customer Experience in Financial Services: Data-Driven Decisions That Don't Comprise Privacy

    Sponsored by: Appian

    Download this webinar to listen to Julien Corbe, Financial Services Advisory Leader at PwC, and Michael Heffner, VP of Global Industry at Appian, as they discuss how financial institutions can evolve customer experiences by leveraging automation, AI, and other emerging technologies.

  • The Appian Intelligent Contact Center Platform

    Sponsored by: Appian

    In this video, learn how an intelligent contact center platform from Appian can help your organization achieve a 60% increase in customer satisfaction and average cost savings of over 40%. Review Appian product features, and decide if an intelligent contact center is right for you.

  • Contact Center Success with Appian

    Sponsored by: Appian

    Contact center complexity is a major issue. In this video, learn why the world's leading enterprises are turning to intelligent contact centers, and review your software options with Appian.

  • 10 Speech Analytics Needs to Know for CX Pros

    Sponsored by: CallMiner

    With this white paper, learn about the opportunities speech analytics can offer your organization. Explore the benefits of speech analytics in the contact center, and uncover 10 'need to know' facts about speech analytics perfect for the CX and marketing professional.

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