Resource Center

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!

Best Practices for Delivering a Seamless Omnichannel Customer Experience

Sponsored by: Genesys

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.

Seven Steps for Delivering Next-Generation Digital Customer Service

Sponsored by: Genesys

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:

The Total Economic Impact of the Genesys Omnichannel Engagement Center Solution

Sponsored by: Genesys

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.

20 Customer Service Best Practices

Sponsored by: Salesforce

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

A New Era of Customer Service for the Connected World

Sponsored by: Salesforce

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.

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?

Contact Center Prizefight: ShoreTel vs. Avaya

Published November 06, 2015
Avaya or ShoreTel? Decide which of these is the right option for your business by reading our Contact Center prizefight infographic!

Choosing the Right Help Desk Software

Published October 22, 2015
Help Desk software is an important tool for modern business. Learn how to select this important product by reading our informative whitepaper.

Building a Customer Experience Driven Contact Center

Published October 02, 2015
In the current age of instant communication and social media, the customer is king. Learn how to better meet their needs with a Customer Experience focused Contact Center.

Contact Centers on a Budget

Published September 18, 2015
How is your business handling costs in the competitive market place? Discover how to boost both cost saving and profits at your contact center!

Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution in 2016

Sponsored by: InContact

Published September 10, 2015
In this report, Ovum reviews the leading cloud contact center solutions, with emphasis on their ability to handle multichannel customer interactions and connect data through analytics. It compares solutions based on their technology platforms, their customers, and their impact in the marketplace.

Contact Center Implementation 101

Published August 20, 2015
Break down your preconceptions and discover how to gear your contact center for maximum productivity and profitability. Learn how your business can use new techniques and technologies to minimize risk boost value!

eBook: 10 Considerations in Moving to the Cloud

Sponsored by: Genesys

Published August 13, 2015
Is the Cloud Right for Your Contact Center? What should you think about before deploying a cloud contact center? Avoid the guesswork with this detailed eBook.

Five Ways to Optimize Customer Journeys Using a Cloud Contact Center

Sponsored by: Genesys

Published August 13, 2015
Adapting to consumer expectations is a must for competitive businesses. Learn how to boost costumer satisfaction with a cloud contact center, by optimizing customer journeys and leveraging the speed and scalability of the Cloud in the process.

Contact Centers vs. Call Centers

Published August 13, 2015
This free white paper details the common differences between the contact center and call center solutions, helping you decide which solution will be better for your company.