Call Center Services White Papers
-
European Auto Maker Boosts Customer Loyalty By Elevating Agent Brand Immersion
Sponsored by: TeleperformanceTo maintain its market position and ensure success in a highly competitive landscape, a European auto manufacturer needed to level up its customer care center performance. Learn how this auto maker put their care center on the fast track with Teleperformance by downloading this case study or Schedule a Demo.
-
Infographic: 5 differences between call centers and contact centers
Sponsored by: TechTarget ComputerWeekly.comCall centers and contact centers provide customer service in different ways. Decision-makers should understand which option best fits their organization's needs to optimize CX. Download our exclusive infographic to find out what is the difference between call center vs contact center.
-
Advanced Technologies Key to Next-gen Contact Centers
Sponsored by: TechTarget Customer ExperienceAccess this helpful e-guide to disscover what a Forrester Research analyst recommends when acquiring new contact center technologies- find out how to address software integration needs, social media challenges, and the growing need for accurate analytics.
-
4 Benefits of Deploying Managed UC Services
Sponsored by: NWN CorporationIT departments are constantly seeking ways to move applications, data and services to the cloud. Yet, UC has remained in-house and on premises longer. But, over the years, managed UC services have come a long way to create a solid set of benefits that may convince business leaders to reconsider. In our expert guide, dive into 4 of those benefits.
-
VoIP Platforms Offer a Wide Range of Benefits to the Enterprise
Sponsored by: CloudCall LtdIf businesses are to implement a VoIP, then they must consider how it fits into a larger communications framework. If they can do this successfully, then they’ll be able to reap the benefits of VoIP. Read our expert guide to learn what VoIP is, how it works and key features enterprises should consider when choosing a VoIP solution.
-
Achieve CX Optimization with Call Center Transformation
Sponsored by: SquelchIn this guide, learn how call center optimization can improve your CX strategy. Discover 5 common customer support problems affecting your CX, and learn how call center transformation can increase business value and drive customer satisfaction.
-
Contact Centers: How Gartner's Criteria Shook Up Vendor Rankings
Sponsored by: Five9Uncover why organizations are shifting to contact center as a service (CCaS) to replace their current infrastructure.
-
Explore the Changing Contact Center Landscape
Sponsored by: LogMeIn RescueNew technology is shifting contact centers in a different direction – one that appeals more to current customer expectations. In this expert guide, discover new opportunities available for contact centers. Explore why infrastructure has become a major concern, new multichannel technology, and how one call center made social media work.
-
Let's Chat: 4 Limitations of Automated Agents in the Contact Center
Sponsored by: GenesysIn this e-guide, experts reveal four chatbot challenges. Learn how to overcome each one, so you can focus on driving innovation in the contact center.
-
Service Cloud Brings Intuitive UI to Customer Service and Support
Sponsored by: Salesforce.comCall center agents need to be able to access customer account information, but historically they have struggled to do so. In this guide, explore how Service Cloud can help you streamline your agents' access to critical customer information, and how the platform's UI and Lightning development architecture play large roles in that.
-
10 Steps to a More Social Contact Center
Sponsored by: Oracle CorporationThis expert e-guide reveals the actions you can take to manage social media contact more efficiently. Inside, Donna Fluss, founder of DMG Consulting, explains the benefits and limitations of workforce management systems for social media. Bonus: Discover the 10 steps to create a successful call center social media strategy.
-
Speech-to-Text Analytics Reveals New Insights Into Consumer Behavior
Sponsored by: IBMThis white paper describes how Telerx, a global contact center outsourcing provider, embrace the methods that modern consumers are utilizing to share their opinions and turned raw data into valuable insight for their clients.
-
Get the Most Out of Multichannel Marketing Automation Software
Sponsored by: PegasystemsIn this e-guide, learn why organizations must align multichannel marketing automation software with user expectations, as well as have it reflect business processes. Additionally, unveil exclusive tips on how to choose a marketing automation tool that fits your business needs.
-
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.
-
3-2-1 Contact: The Call Center in a Multichannel World
Sponsored by: TechTarget Customer ExperienceIn this e-book, discover how new technologies are making agents' lives easier. Learn how mobile apps are changing how agents interact with customers – and how some companies are integrating mobile CRM with the contact center. Plus, find out about the pitfalls companies can encounter when the contact center is on social media and how to avoid them.
-
Forging a CEM Strategy That Can Power Commerce
Sponsored by: TechTarget Customer ExperienceThis three-part expert guide focuses on the steps to take to engage customers in the ever-growing e-commerce industry. Inside, discover the 6 key factors that can make or break a customer's shopping experience.
-
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.
-
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.
-
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?
-
Deployment Flexibility
Sponsored by: AspectIn this white paper, explore two alternatives to traditional infrastructures: cloud deployments and managed services. Discover how managed services allow you to keep your contact center infrastructure on-premise without the burden of managing it, and how cloud deployments offer a scalable host solution with unparalleled flexibility.
-
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.
-
The Hidden ROI of a Cloud-based Contact Center
Sponsored by: Five9Access this report from Aberdeen Group to examine some of the top business drivers for cloud-based contact centers. You'll also explore the benefits that the cloud offers contact centers, and how it improves customer experience over traditional call center deployments.
-
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.
-
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.
-
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.
