
This ebook gives an overview of Strategic benchmarking priorities for managers, strategic benchmarking priorities for managers, a step-by-step process for benchmarking, contact center tools to measure your data.
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This report identifies four of the most common inbound contact center KPIs, establishes relevant benchmarks for each one based on aggregate Talkdesk customer data in 2017 and offers guidance on how these KPIs can be leveraged to improve business outcomes.
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In this ebook describes how to know when you need call center software and then walk you through the buying process, from identifying your team’s needs to selecting the right package of features. It’s worth noting that customer expectations are always changing and the right call center software for a company today might not be the best for the future.
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In this white paper, DMG Consulting reveals how the move changes IT’s role to a more strategic one, with a focus on design, deployment, security, integrations and system administration - and less on taking care of the day-to-day issues around hardware and software. IT management becomes the technical experts who consult with the business to utilize technology to the fullest extent and benefit of the enterprise.
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Read on for a definitive guide to building a modern contact center that maximizes efficiency with operational analytics, reduces costs with the right mix of cloud and on-premises technology, empowers agents with the information they need to deliver exceptional service in an omnichannel environment, and harnesses the power of contact center data to deliver customer intelligence across the business.
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This whitepaper will help you with the following questions and answers on Contact Center: Why contact center cloud adoption is accelerating, How cloud-based data security can improve security over on-premises solutions, Six best practices to look for in a contact center technology provider to maximize contact center cloud security.
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Although delivering software as a service (SaaS) from the cloud has distinct advantages, the market is so filled with hype, it is difficult to decipher between what is myth and what is reality. This eBook delves into the top 5 myths encountered when choosing a cloud-based contact center - Security, Availability, Scalability, Innovation, and Self-Service.
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Virtual contact centers can free you from the constraints of on-premises phone systems. You can grow faster, improve reliability, enhance your customers’ experiences, and make your contact center more flexible and more effective. This white paper by Activate and 8x8 shows you how.
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Every year contact center environments become more complex. As customers continue to increase their expectations, the responsibilities of contact centers are changing dramatically. The same is happening with technology which revolutionizes the way contact centers operate. The tech tools that contact centers used 5 years ago, today have been refashioned and replaced by more advanced applications. Here are some predictions about what contact centers can expect in 2018.
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Profit margin is one of the most important aspects of a business to examine, both before entering into a business venture and throughout the business operation. Calculating profitability is an accurate way to determine the success of your business. Read the steps listed in this whitepaper and learn about how to determine contact centre profitability.
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