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Contact Centers Research

  • What Tools are New in the Contact Center?

    Sponsored by: TechTarget Customer Experience

    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: TechTarget Customer Experience

    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: TechTarget Customer Experience

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

  • Supporting a Multichannel Contact Center

    Sponsored by: TechTarget Customer Experience

    Consult this expert e-guide to uncover how you can provide customer support across multiple communication channels. Assisting customers efficiently is imperative to the reputation of your business. This e-guide covers best practices for managing multiple channels, so you can prepare for communication from every angle.

  • Customer Experience Exchange E-Zine: Issue 3

    Sponsored by: TechTarget Customer Experience

    In this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%.

  • SIP contact centers: Key benefits and potential challenges

    Sponsored by: TechTarget Security

    Learn how Session Initiation Protocol (SIP), unified communications (UC) and contact centers fit hand in hand in this e-guide from

  • 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: Avaya

    This 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.

  • Seven Trends Driving Effectiveness in the Contact Center

    Sponsored by: Avaya

    Customers 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.

  • Overhauling a Legacy Contact Center: Starting Steps

    Sponsored by: Five9

    Overhauling legacy contact center technology is often costly and time-consuming, but it doesn't have to be. This expert e-guide offers advice on deciding when it's time to upgrade your contact center, making the business case for an overhaul, and important change management considerations.

  • Delivering a Superior Customer Experience

    Sponsored by: Avaya

    Research shows that 90% of customer service decision-makers believe delivering quality service is paramount to success. But with tight budgets, businesses today need cost-effective ways of achieving higher service levels. Read on to learn how collaboration in your contact center can keep costs low while increasing service levels.

  • How Mobile Devices are Driving Innovations in Contact Centers

    Sponsored by: Avaya

    Failing to adopt a customer service strategy for mobile devices could put your business at a serious disadvantage. Gartner research suggests that 80% of companies will suffer revenue loss from the lack of customer support on mobile devices by 2013. Read this paper to learn how to utilize the opportunities mobility offers customer service.

  • Getting Sales Dialed In: Improving Process Efficiencies and Increasing Sales Using RingCentral

    Sponsored by: RingCentral

    This presentation transcript explores how cloud-based telephony can help increase call efficiency, improve manageability, and ensure that a sales opportunity is never missed.

  • Customer Care in a Social World: Are We There Yet?

    Sponsored by: Oracle Corporation

    This paper explores and explains why the contact center is a key strategic focal point for customer engagement via social channels.

  • A contact center manager's guide to integrating self-service

    Sponsored by: KANA

    Leveraging self-service technologies in your contact center can significantly reduce costs, but successful implementation is tricky. Gain expert advice on how to ensure your self-service contact center initiative is a success. Read on to learn self-service contact center best practices, how to obtain executive support, and more.

  • Mobile Devices: Changing the Way You'll Service Your Customers

    Sponsored by: Interactive Intelligence, Inc.

    Discover how you can take advantage of the mobile revolution to deliver an improved and expanded service experience for your mobile device wielding users.

  • Business Case for Integrated Unified Communications and Contact Center Solution

    Sponsored by: ShoreTel - OLD

    In this whitepaper, discover how using unified communications (UC) in your contact center can help you increase effective communications between employees and clients, which will improve your customer satisfaction, retention, and loyalty rates.

  • Introducing Avaya Collaborative Cloud

    Sponsored by: Avaya

    This brief webcast explores Avaya’s Collaborative Cloud strategy, which wishes to showcase how the cloud can improve your communications and collaboration, changing the way your enterprise works.

  • Social channels changing contact center certification

    Sponsored by:

    In this expert tip, find out which certification programs are getting overhauled, including those focused on individual call center managers and agents, such as the program from ICMI, and the costs associated with these certifications.

  • 8 contact center best practices

    Sponsored by:

    Read this expert e-guide to see what Donna Fluss and Michael Krigsman have to say about how companies can ensure contact centers utilize new social media, video and mobile support to their best advantage.

  • A more social contact center

    Sponsored by:

    In this expert e-guide, you will discover ways that contact centers are using social media channels to manage customer contact volume and the 10 steps to creating a call center social media strategy.

  • The power of Call Centers and Customer Loyalty

    Sponsored by: Infor CRM

    Read this e-guide from our award-winning editorial team to learn strategies for how to utilize innovative technologies to improve your customer experiences, retain customers and gain loyalty.

  • Making WFM Work: Best Practices and ROI Model

    Sponsored by: Calabrio, Inc.

    There has been tremendous innovation in contact center workforce management (WFM) over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.

  • Pros and cons of WFM in the call center

    Sponsored by: Infor WFM Workbrain

    The market for workforce management (WFM) software in the contact center saw double-digit growth last year, but the technology still needs work, according to experts. In this e-guide you’ll explore the pros and cons of WFM.

  • Business Edition 6000 Business Data Sheet

    Sponsored by: Cisco Systems, Inc.

    Cisco Unified Communications Manager Business Edition 6000 delivers the superior performance, system redundancy, and broad application integration you need. Ideally suited to businesses with 100 to 1000 employees, it's an ideal choice when migrating from analog, digital, or hybrid-PBX phone systems.

  • Upgrading to Cisco Unified Communications Manager Business Edition 6000

    Sponsored by: Cisco Systems, Inc.

    Learn how the Cisco Unified Communications Manager Business Edition enables your employees to collaborate in the office or on the road from desk phones, PCs or Macs, mobile phones, business tablets, or any combination.

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