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Contact Centers Research

  • Guide to Customer Experience Management Best Practices, Technologies Reader

    Sponsored by: SearchCRM

    This 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.

  • Managing and Optimizing the Call Center

    Sponsored by: SearchCRM

    In 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.

  • 3-2-1 Contact: The Call Center in a Multichannel World

    Sponsored by: SearchCRM

    There's no ignoring it - the role of the contact center is drastically changing, and your agents need the tools to keep up with increasing customer demands. In this expert e-guide, explore how you can modernize the tools in your contact center to empower agents to meet the constantly shifting demands of customers.

  • Call Center Tips: Bridging the CEM Chasm

    Sponsored by: SearchCRM

    Check out this expert e-guide with advice from Forrester analyst Art Schoeller, as he explores how to harness social media channels in your call center via an "outside-in" strategy. Read now to learn how to reach all customer touchpoints and achieve 100% visibility into your end-to-end customer interactions.

  • What Tools are New in the Contact Center?

    Sponsored by: SearchCRM

    This E-Guide takes a look at the latest advanced contact center technologies that can help agents better anticipate customer needs and accelerate the resolution of customer cases.

  • Is Your Contact Center Ready for an Overhaul?

    Sponsored by: SearchCRM

    Modernizing contact centers isn't easy - it can require a lot of time and money, which is why many organizations are hesitant. This expert E-Guide addresses the difficult question - when is right time to overhaul contact center technology? And how can you ensure that the right technologies are put into place?

  • Call Center Tips to Optimize Agent Performance

    Sponsored by: SearchCRM

    This E-Guide examines how Workforce management tools and other CEM technologies can help agents prioritize and meet performance standards.

  • Contact Center's Strategic Role Within Broader CEM Initiatives

    Sponsored by: Five9

    This 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.

  • Contact Center: Mobile Apps and KPI to Boost Customer Satisfaction

    Sponsored by: Five9

    In 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).

  • Six Keys to Small Business Success

    Sponsored by: Salesforce

    Small 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?

  • Seven Critical Capabilities to Demand From Your Cloud Contact Center Provider

    Sponsored by: Aspect

    Delivering 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?

  • Call Center Analytics: The Bottom Line

    Sponsored by: Genesys

    This 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.

  • Avaya Asia Pacific Customer Experience Index 2013

    Sponsored by: Avaya

    This 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.

  • Avaya Users Deploy Best-in-Class Practices to Improve Contact Center Performance

    Sponsored by: Avaya

    This 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.

  • What Happens When They are Gone?

    Sponsored by: VoltDelta

    Access 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.

  • The Azzurri Contact Centre Leader Peer-to-Peer Opinion Exchange 2013

    Sponsored by: Azzurri

    This 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.

  • Industry Credentials Insurance

    Sponsored by: Azzurri

    These 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.

  • Visa Desjardins Provides a Differentiated Customer Experience

    Sponsored by: Genesys

    Access 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.

  • ESRI Ensures a Single, Seamless Conversation with Customers Across All Channels

    Sponsored by: Genesys

    This 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.

  • UPMC Health Plan Optimizes Customer Conversations to Ensure Service Excellence

    Sponsored by: Genesys

    Consult 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.

  • ICBC Builds Cutting-edge Contact Center as Part of their Customer-Centric Strategy

    Sponsored by: Genesys

    This 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.

  • Loss from Legacy Call Center Infrastructure

    Sponsored by: Genesys

    Is 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.

  • Forging a CEM Strategy

    Sponsored by: SearchCRM

    Shoppers 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.

  • Building CEM Expertise for Business Value

    Sponsored by: Genesys

    In 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.

  • How to Fine-Tune your Contact Center

    Sponsored by: SearchCRM

    With 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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