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Topic: Contact Center

How Analytics Can Improve Your Call Center

Published December 28, 2016
Do you know that 40% of contact centers have no data analysis tools, despite analytics being voted the top factor to change the shape of the industry within the next five years? This guide will outline the importance of call center analytics, and explore the many ways that analytics can help you improve your call center on every level.

8 Signs It's Time to Update Your Call Center Software

Published December 20, 2016
Technology is always improving to meet the needs and expectations of businesses and customers alike. To make sure you’re providing the service your customers require and deserve, it’s vital to use up-to-date software solutions that fully support your customer service needs and company expansion goals.

How Contact Center Software Increases Customer Loyalty

Published December 14, 2016
Customer loyalty is essential to the long-term health of any business, whether B2B or B2C. Oftentimes, the factors that contribute to customer loyalty are intangible ones related to the quality of customer experience.

15 Tools for Managing Remote Call Center Agents

Published December 07, 2016
Together, technology and the connective power of the internet are making drastic changes in what a typical work setting looks like today, and many companies are beginning to rely more upon a remote workforce. In fact, according to Global Workplace Analytics, “regular work-at-home, among the non-self-employed population, has grown by 105% since 2005.”

How to Select Contact Center Software in 9 Steps

Published November 30, 2016
Your choice of contact center software will affect the future success of your business. Don’t leave this important decision to chance. This guide provides nine actionable steps for the selection process.

Hidden Costs of Contact Center Software

Published November 23, 2016
Creating a great customer experience for each person who reaches out to your customer support center is vital to developing a loyal and ravenous customer base for your business. In fact, according to Walker Information, Inc., “By 2020, customer experience will overtake price and as the key brand differentiator.”

The Contact Center Conquers the Cloud

Published October 25, 2016
Contact Centers have come a long way over the past few decades. Learn how this important asset has evolved into the cutting-edge offerings of today.

Contact Center Software on a Budget

Published October 21, 2016
Although contact center software is necessary for a modern contact center, it can be outrageously expensive. Many companies find that their budget bloats during the implementation process.

The New 2016 Contact Center and Call Center Comparison Guide

Published September 15, 2016
Your contact center and call center represent your business. With the right software, you can make a positive impact on your customers and clients. Are your customer service teams and sales teams setup for success with the latest tools? Find out with our guide.

Implementing Web Chat in Your Contact Center

Published August 22, 2016
Although contact centers used to be synonymous with call centers, those days are now behind us. More and more companies are now providing customers with the option to contact customer service representatives through web chat. This is a win-win. Customers receive service that better meets their needs, and companies reap the benefits of satisfied customers.

Remote Contact Center 101

Published August 01, 2016
Today, it is more than possible to operate a remote contact center that provides top-notch customer service. The benefits of a remote contact center are numerous. As compared to an on-premises call center, remote contact centers are less expensive to operate.

9 Must-Have Contact Center Features

Published June 10, 2016
In today’s highly communicative world, one unhappy customer can have a devastating effect on a company’s reputation. Fortunately, technological innovations address many of the standard customer service challenges.

Contact Center Solutions for the Enterprise

Published March 23, 2016
For businesses researching for a new contact center application, this comparison chart is a great place to start!

Seven Steps for Delivering Next-Generation Digital Customer Service

Published February 23, 2016
Your customers want contextual, personalized, and seamless experiences across every channel and touchpoint. Follow these seven steps to revolutionize your CX and deliver next-gen digital customer service:

Best Practices for Delivering a Seamless Omnichannel Customer Experience

Published February 23, 2016
Omnichannel customer engagement is the way of the future. Learn how to overhaul how your business deals with its clientele and see omnichannel customer interactions the same way customers do – as one conversation.

The Total Economic Impact of the Genesys Omnichannel Engagement Center Solution

Published February 23, 2016
The Forrester Total Economic Impact™ (TEI) study examines the potential return on investment (ROI) and benefits enterprises may realize from their investment in the Genesys Omnichannel Engagement Center Solution.

Mastering the Modern Customer Service Model

Published February 15, 2016
This white paper details the tools necessary for the most modern, up-to-date customer service for your organization. Whether you're looking for specific tools for your contact center or CRM, we've got you covered.

A New Era of Customer Service for the Connected World

Published January 18, 2016
As technology and innovation move forward, new kinds of customers are also emerging. At Dreamforce ‘15, Salesforce unveiled killer new capabilities in Service Cloud to help transform your business and connect with your customers in a whole new way.

20 Customer Service Best Practices

Published January 18, 2016
Based on feedback from their customers, product experts, and thought leaders, Salesforce has pulled together an ebook with 20 customer service best practices

Contact Center vs. Help Desk

Published January 04, 2016
Customers are expecting the red carpet treatment before they commit to a brand or a company. Stellar client support is non negotiable: which technology should you adopt? Contact Center or Help Desk?

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