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Contact Centers Research

  • 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.

  • 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

  • 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.

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

    Sponsored by: FourNet

    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.

  • Transforming Customer Support with Artificial Intelligence Capabilities

    Sponsored by: Zendesk

    Download this e-guide to learn about the evolving role of AI in CRM and how chatbots can help enterprises transform their customer service functions. You'll also uncover how AI technologies use customer data to provide valuable insights into emotions, buying behaviors, identities and more to help you take action.

  • 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 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.

  • The Recent Shift in the Contact Center Market

    Sponsored by: Genesys

    The unified communications and collaboration industry has been going through major changes in the last few years with the advent of UC consolidation. In this e-guide, learn about how contact center software provider Genesys went through a shift in 2016 after planning to boost its cloud-based services by acquiring new UC capabilities.

  • 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.

  • 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.

  • Develop a Multichannel Strategy that Supports Customer Experience Management

    Sponsored by: BoldChat - LogMeIn

    Providing a top class customer experience is the key to customer retention, yet, according to a Forrester survey, only 10% of companies plan to invest in multichannel support. This e-guide explains why a strong multichannel presence is a necessity and walks you through the steps to developing your own strategy.

  • Video, Live Chat Usher in Multichannel Customer Service Challenges

    Sponsored by: BoldChat - LogMeIn

    Customers are demanding real-time customer service and contact centers are being forced to respond. Explore the pros and cons of 4 main communication channels, how to use customer data to your advantage, and how you can achieve multichannel customer service success.

  • Manage Your Contact Center For More Meaningful KPI's

    Sponsored by: Genesys

    In this expert e-guide you'll find some helpful hints as to how you can identify the proper metrics needed to produce meaningful contact center KPI's. In addition, read 7 dos and don'ts of call center management to help you nourish your agent's best CRM practices.

  • As Multichannel Intensifies, Call Centers Get a Wake Up Call

    Sponsored by: Zendesk

    The multi-channel mandate is forcing contact centers to make dramatic changes. From tools to knowledge, get expert advice to ensure your agents are fully prepared for any customer request, with tools such as customer listening posts, so that they can provide satisfying customer service.

  • How Does Social Customer Service Affect Contact Centers?

    Sponsored by: Oracle Corporation

    In this e-guide, our CRM experts discuss how social media is transforming the way contact centers work. Learn strategies and best practices for implementing a social media customer service plan in your 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.

  • 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.

  • 3 Critical Funnel Points to Maximize Lead Conversions

    Sponsored by: Harte Hanks

    Access this brief resource to discover the 3 critical funnel points your contact center can focus on to maximize your ROI. Find out opportunities to improve data quality and lead qualification, and how to fix them.

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