Contact Centers Research
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Guide to Customer Experience Management Best Practices, Technologies Reader
Sponsored by: TechTarget Customer ExperienceThis guide consists of articles that shed light on the new technologies shaping CEM today and offers advice on strategies and best practices organizations can use to optimize customer relations, increase profit and keep up with their consumers.
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Managing and Optimizing the Call Center
Sponsored by: TechTarget Customer ExperienceIn this e-guide from the experts at SearchCRM.com, learn how your organization can optimize its call center and drive customer service success with the use of workforce management (WFM) software, real-time speech analytics software, guidance applications, predictive analytics, and other tools.
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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 multi-channel customer experiences, due to outdated technology and processes.
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New Contact Center Metrics to Fit Busy New Customers
Sponsored by: AspectView this exclusive e-guide to learn more from Fluss and other CRM experts as they explore the right and wrong way to leverage mobility to reach busy customers, as well as how to implement new contact center metrics to measure the effectiveness of new channels -- including email, chat, and social media.
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Multi-Channel Contact Center Metrics for Analyzing Customer Satisfaction
Sponsored by: Five9This exclusive e-guide discusses the contact center metrics necessary to measure customer experience across multiple channels, including: chat, communities, email, social media, text messaging, and more. Also, get an in-depth look at social media channels and how to avoid the top five pitfalls of social media in the contact center.
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Contact Center's Strategic Role Within Broader CEM Initiatives
Sponsored by: Five9This expert e-guide provides best practices for connecting the contact center and IT departments for stronger collaboration and overall CEM success. Learn more about the strategic role the contact center can play in overall CEM initiatives by reading now.
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Contact Center: Mobile Apps and KPI to Boost Customer Satisfaction
Sponsored by: Five9In this expert e-guide, explore the emergence of mobile contact center apps for creating a better customer experience. You'll also discover best practices for cutting through copious contact center data with key performance indicators (KPI).
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Six Keys to Small Business Success
Sponsored by: SalesforceSmall business owners all want to grow their business, and they create products, buils awareness, and target market in order to do that. But are you overlooking the role that technology can play in growing your small business?
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Seven Critical Capabilities to Demand From Your Cloud Contact Center Provider
Sponsored by: AspectDelivering exceptional customer service today means having a flexible and reliable contact center, as well as all the tools your agents need to be successful. Many companies are looking to cloud contact center platforms to meet these requirements, but what should you look for in a cloud solution?
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Call Center Analytics: The Bottom Line
Sponsored by: GenesysThis expert e-guide homes in on customer experience analytics and the tools and strategies that lead to success. Also inside, separate contact center analytics fact from fiction.
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Avaya Asia Pacific Customer Experience Index 2013
Sponsored by: AvayaThis exclusive resource discusses the critical role that contact centers play in driving customer satisfaction and how your organization can ensure that your contact centers provide customers with the experience that they desire.
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Avaya Users Deploy Best-in-Class Practices to Improve Contact Center Performance
Sponsored by: AvayaThis exclusive paper examines how your organization can position itself to meet changing buyer needs by establishing best-in-class contact center programs. Read on and also discover 14 best practices that can ensure successful customer interactions.
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What Happens When They are Gone?
Sponsored by: VoltDeltaAccess this helpful resource to learn what to ask when searching for a cloud-based contact center tools -- especially interactive voice response (IVR) technology. Discover the hidden "red flags" that signal you to dig a little deeper before selecting a final vendor for your cloud contact center initiatives.
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The Azzurri Contact Centre Leader Peer-to-Peer Opinion Exchange 2013
Sponsored by: AzzurriThis white paper features a quantified report on UK contact centre leaders, and compares the results of those who have implemented a single multi-channel communications system and those who have not, to get a clear picture of what the barriers and benefits of this system may be.
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Industry Credentials Insurance
Sponsored by: AzzurriThese top case studies highlight three UK insurance providers and their networking challenges with enhancing customer experience and increasing customer loyalty through better communication and end-user engagement, and how they found a solution that streamlined contact management and more.
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Visa Desjardins Provides a Differentiated Customer Experience
Sponsored by: GenesysAccess this video case study today to learn how Visa Desjardins – the largest financial cooperative group in Canada – optimized customer service delivery by investing in a new blended call center environment.
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ESRI Ensures a Single, Seamless Conversation with Customers Across All Channels
Sponsored by: GenesysThis case study reveals how Esri, a leading provider of GIS mapping software, redesigned the overall customer service experience in order to better support changing customer demands and improve interactions across all channels.
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UPMC Health Plan Optimizes Customer Conversations to Ensure Service Excellence
Sponsored by: GenesysConsult this case study today to learn how UPMC Health Plan developed an innovative customer service strategy that provided consistent, personal customer experiences, enabled constant service improvements, and more.
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ICBC Builds Cutting-edge Contact Center as Part of their Customer-Centric Strategy
Sponsored by: GenesysThis case study reveals how Canadian insurer ICBC built a flexible, cutting-edge contact center as a key part of its customer-centric strategy, enabling the company to improve routing flexibility, increase customer satisfaction, and more.
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Loss from Legacy Call Center Infrastructure
Sponsored by: GenesysIs your legacy call center infrastructure limiting your organization's ability to increase efficiencies, reduce costs, and raise productivity? What's the true cost of a legacy call center? Answer these questions now by consulting this exclusive infographic.
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Forging a CEM Strategy
Sponsored by: TechTarget Customer ExperienceShoppers are looking for more personalized, responsive, relevant experiences, and in order to provide that, your business needs an effective customer experience management (CEM) strategy. Learn how when you access this expert three-part e-guide and discover six top concepts that make up a successful CEM strategy.
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Building CEM Expertise for Business Value
Sponsored by: GenesysIn this expert e-guide, discover why the contact center should play a more pivotal role in customer experience management, and learn how to merge siloed processes to create a more cohesive customer experience.
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How to Fine-Tune your Contact Center
Sponsored by: TechTarget Customer ExperienceWith call center software, best business practices can be difficult to navigate. But the payoff is worth investigating. In this handbook, readers find detailed explanations of the latest call center technologies as well as insight on call center management—including schedule and workforce management.
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Mobile Devices Reshaping the Customer Experience: Learn how a mobility strategy can drive innovation and add a competitive edge to your contact center
Sponsored by: AvayaThis resource details the opportunities that mobility presents for contact centers, and offers guidance to help you weave these opportunities into a strategy that empowers you to capitalize on mobile benefits and sharpen your competitive edge.
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Seven Trends Driving Effectiveness in the Contact Center
Sponsored by: AvayaCustomers want to use social media, video, instant messaging and more to contact you - and they want to do it quickly. In this resource, check out seven key trends that are driving effectiveness in the contact center.
