Contact Centers Research
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3 Keys to a 5-Star Mobile User Experience
Sponsored by: Hewlett Packard EnterpriseAccess 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.
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3 Critical Funnel Points to Maximize Lead Conversions
Sponsored by: Harte HanksAccess 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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3 Funnel Points for Successful Lead Management
Sponsored by: Harte HanksAccess this whitepaper to discover the 3 main funnel points for a successful sales strategy. Read on to find out how to calculate your campaign for success, and how to measure your call center metrics appropriately.
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Best Practices for Improving Back Office Workforce Efficiency
Sponsored by: Genesys70% of customers report that they have ended a relationship due to poor customer service, a statistic that demands companies be at the top of their capabilities. View this in-depth whitepaper to discover an extensive 7 step guide to streamlining workforce efficiency, ultimately keeping customers happy.
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The Makings of a Modern Contact Center
Sponsored by: TechTarget Customer ExperienceChoosing 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.
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Leverage Data to Enhance Customer Experiences
Sponsored by: Invenio MarketingThis e-guide highlights how Disney, Cincinnati Bell, and other organizations can benefit from digital data and analytics to help improve customer experiences. Don't let valuable data slip through your fingers -- read now to learn how to take advantage of available customer information that results in maximum benefits for you and your customers.
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Transforming Customer Experience in the New Digital World
Sponsored by: GenesysThis white paper will show you how taking a holistic approach to digital channels in the contact center and beyond and integrating them into your customer experience strategy allows you to transform the end-to-end customer journey and deliver consistent, seamless and personalized experiences across all channels, touchpoints and interactions.
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Deepening Customer Experience: Analyzing, Optimizing and Integrating CEM
Sponsored by: KANA"It's difficult to have a single view of the customer because of all the forms of communication," says Donna Fluss of DMG Consulting. As customer experience management (CEM) spans multiple departments and tools, optimizing CEM can be a complex and daunting task. Fortunately, this expert e-guide serves as a roadmap to CEM transformation.
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How to Meet and Exceed Customer Demands
Sponsored by: GenesysCustomers expect a great end-to-end experience. Wherever work is accomplished in the enterprise, it's all part of the Customer Service Value Chain. Is your enterprise meeting this expectation? What about in the future?
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The Knowledge Base of the Future: Five Cutting-Edge Ideas You Can Implement Now
Sponsored by: KANABuilding a reliable, extensive knowledge base is essential for delivering relevant, efficient customer experiences. It helps employees access information faster and enables customers to serve themselves. View this white paper to uncover five cutting-edge ideas to help you build a next-gen knowledge base.
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Omni-Channel Customer Service Demands the Intelligent Contact Center
Sponsored by: KANAIn order to respond to changing customer expectations, contact centers must evolve to an omni-channel, context-aware platform. In this white paper, get an in-depth look at the demands placed on the modern contact center, and the strategies and tools you can leverage to optimize customer interactions
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Best Practices for Knowledge Management
Sponsored by: KANAImplementing a knowledge management program in the contact center can improve the efficiency and quality of your services, optimize customer experience, reduce agent training costs, and increase job satisfaction. In this white paper, explore best practices for successful knowledge management implementation in the contact center.
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Performance Improvement In The Contact Centre
Sponsored by: CiscoFind 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.
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How-To Guide: Top Ways to Optimize Your Contact Center Investment
Sponsored by: CiscoFind out what you need to know to ensure your contact center runs to the best of its ability.
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How Cloud-Based Contact Centers Improve Customer Experience
Sponsored by: GenesysIn a recent survey, 60% of respondents said executives want to differentiate their organization based on customer experience management (CEM). In this technology adoption profile, explore current CEM trends -- including goals, strategies, and challenges -- as well as how to improve customer experience with the right contact center technologies
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Multichannel Contact Centers: Metrics and Realities
Sponsored by: Five9This expert e-guide discusses the new multichannel realities of the contact center and explores how technologies have started to reflect these changes, as well as tips for benchmarking these new metrics. While there is no agreed-upon industry standard for call center metrics, you can review 11 of the most important ones inside.
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Deploying a Contact Center in the Cloud - A Guide to Best Practices
Sponsored by: GenesysTo effectively engage with customers across a newly-broadened spectrum of channels, savvy organizations are looking to cloud-based contact centers. In this white paper, discover 10 best practices for deploying and managing cloud-based contact centers that will help you keep costs down, customers happy, and processes efficient.
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New Analytics Approach Needed for Contact Center Success
Sponsored by: Five9This exclusive e-guide features advice from experts on how to take your contact center from good to great with the right metrics for success. You'll also learn how to make better use of the large amounts of social data that are entering CRM systems with the right analytics approach.
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Make the most of customer interactions in the contact center
Sponsored by: Calabrio, Inc.In this white paper, discover how to optimize your contact center processes with the help of new interaction channels such as social media, and make the most of interaction data to learn more about your customers and your company.
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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.
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Contact Centers Evolve with Advanced Technologies
Sponsored by: Desk.com (A Salesforce Company)Contact center modernization introduces several challenges, including legacy application integration and managing a growing amount of customer data from new channels. Consult this exclusive e-guide to learn how to overcome the hurdle of legacy application integration with new systems, and how to create a realistic modernization roadmap.
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Hosted Contact Center and On-Premises Centers Demystified
Sponsored by: GenesysChoosing between an on-premises or a hosted contact center isn't easy, and unfortunately, this decision is further complicated by misconceptions about the differences between the two and what "hosted" and "on-premises" mean. This expert e-guide aims to clarify those definitions and set straight the misconceptions.
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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.
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Close the Omni-channel Customer Experience Gap
Sponsored by: IBMIf 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.
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How Leading Companies Provide Great Customer Experience
Sponsored by: GenesysCompanies across all industries are feeling pressure to improve the customer experience while reducing costs at the same time. However, most are not prepared to cost-effectively provide great, real-time. multi-channel customer experiences, due to outdated technology and processes.
