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Call Center Management White Papers

  • Transforming Communications at NPower

    Sponsored by: FourNet

    Your legacy phone system may be holding you back. It may be wise to consider a cloud-based contact center platform that provides reduced cost through pay-per-use services, automation and flexibility. Read this case study to learn how Germany’s leading energy company, Innogy SE, was able to streamline operations and transform.

  • Remote Agent Playbook

    Sponsored by: RingCentral

    Access this e-book to learn what changes with remote support teams, what strategies you can implement now, and how to manage your teams across locations to service customers.

  • Are Your Communications Slowing You Down?

    Sponsored by: Avaya

    69% of employees waste up to 60 minutes per day navigating between apps. With an overload of apps in today’s businesses, employees are becoming disengaged due to poor user experience, and this disengagement trickles down to your customers. View this infographic for more on why your communications may be slowing you down.

  • Tips for Remote Workers Using Persistent Collaboration Tools

    Sponsored by: Verizon

    Access this resource to learn how to adjust communication and collaboration tools to fit your organization’s needs whether you are just getting started or are already using them.

  • How to Choose the Best VoiP Provider for Your Business

    Sponsored by: Verizon

    Access this resource to learn 5 considerations when evaluating VoIP solutions and providers.

  • Empower employees to communicate and collaborate, from anywhere

    Sponsored by: Verizon

    Check out this data sheet to learn the 6 ways One Talk and BlueJeans work together for your business.

  • What is VoIP?

    Sponsored by: Verizon

    Access this resource to learn what exactly a Voice over Internet Protocol (VoIP) is, the variety of ways to place VoIP calls, and the 6 benefits of a VoIP solution.

  • Playbook for a Modern IVR

    Sponsored by: Twilio

    Check out this e-book to read about the 5 step modern IVR playbook, learn the benefits that they can lead to, and discover a unified solution that makes building an IVR system easier than ever.

  • Six Key Ways to Reinvent the Customer Experience with IVR

    Sponsored by: Twilio

    Access this e-book to learn 6 key ways to reinvent the customer experience using your IVR, and then see exactly how to build one yourself.

  • Learn From Every Customer Conversation

    Sponsored by: Noble Systems

    Access this white paper to learn 5 ways that customers benefit from Conversation Analytics and discover implementation best practices to follow for success.

  • Enterprises save millions by integrating Adobe Document Cloud with Microsoft 365

    Sponsored by: Adobe

    Forrester interviewed Adobe Document Cloud and Microsoft 365 customers and calculated the potential return on investment (ROI) over three years. Access this data sheet to explore the 5 key benefits Forrester discovered during their research.

  • Supercharging customer service: Reimagining the operator experience at Grocery Outlet

    Sponsored by: ServiceNow

    Access this webinar recap to explore the benefits and ROI that large retailer, Grocery Outlet, has experienced since implementing ServiceNow’s Customer Service Management solution, including Proactive Service and Effortless Self-Service.

  • Contact Center 2.0

    Sponsored by: RingCentral

    Download this white paper to learn about the problems associated with legacy contact centers, and how moving to the cloud can help eliminate them.

  • The Collaborative Contact Center

    Sponsored by: RingCentral

    A Collaborative Contact Center can offer benefits including significant cost savings, faster problem resolution, and deeper customer relationships. Download this eBook to learn about this modern approach and see how you can get started upgrading your contact center today.

  • ARE YOU SATISFIED WITH YOUR CONTACT CENTRE EXPERIENCE?

    Sponsored by: RingCentral

    Open this research report to learn more about the effects your contact center agents are having on your overall customer experience, and how you can quickly improve your customers’ perceptions.

  • Listening to the Contact Center to Overcome Pandemic Challenges

    Sponsored by: CallMiner

    Download this white paper to learn how listening to contact center interactions can help overcome pandemic challenges and get tips on crafting a CX strategy that will be successful post-pandemic.

  • Embracing the Permanent Trend of Working Remotely

    Sponsored by: 8x8, Inc.

    For many companies, existing IT infrastructure may not be properly equipped to handle a larger number of remote workers. Inside this blog post, learn how utilizing cloud-based communications solutions can fill the gaps between your on-premises IT capabilities and the needs of your increasingly remote-first workforce.

  • The State of the Contact Center: 8 Insights Shaping the Future of CX

    Sponsored by: 8x8, Inc.

    Download this eBook to explore results from 8x8 and Hanover Research’s recent survey on the current state of contact centers, and the 8 key findings they predict will shape the future of CX.

  • The Total Economic Impact of RingCentral Contact Center

    Sponsored by: RingCentral

    Read this Forrester Total Economic Impact Report to explore the costs, benefits and capabilities of RingCentral Contact Center, including a 615% ROI figure.

  • The Collaborative Contact Center A disruptive approach to customer engagement

    Sponsored by: RingCentral

    Access this white paper to review key considerations that can help you choose a cloud contact center solution and discover 4 four reasons to make your contact center collaborative.

  • Are Your Contact Centre Agents Behaving Properly?

    Sponsored by: Vonage

    Call centers have become crucial to many business efforts, yet it can be hard to actually monitor every agent. Instead of using inconsistent, time-consuming, and limited human resources for this task, AI advances have empowered speech analytics that allow you to replace these steps with automated workers. Learn about it in this white paper.

  • Secure WebRTC for Contact Centers

    Sponsored by: AudioCodes

    Learn about AudioCodes’ WebRTC solution in this white paper, and how you can leverage it to experience improvements in cost savings, CX, agent productivity, and more in your contact center.

  • Using Automated Scorecards to Improve Agent Performance

    Sponsored by: CallMiner

    When Quality Monitoring (QM) and recording processes were introduced, call center supervisors were able to monitor agent activity, but with all the communication channels used today, legacy QM tools are no longer adequate. Download this white paper to learn about a more modern way to create quality scorecards with speech analytics and automation.

  • Salesforce and Vonage: The Perfect Combination for Service

    Sponsored by: Vonage

    Download this white paper to learn how Vonage Contact Center for Salesforce can help you integrate your communications platform and the data it captures with your customer data in Salesforce to provide exceptional customer service.

  • The State of Agent Experience and Engagement in Today’s Contact Centers

    Sponsored by: NICE inContact

    Improving employee engagement can have multiple ripple effects across an organization— especially in the contact center, where agent experience directly correlates to customer satisfaction. Download this research report to explore key findings on how contact centers can drive satisfaction, engagement, and motivation.

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