2018 Talkdesk Contact Center KPI Benchmarking Report

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.

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.

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.

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.

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.

Companies need to keep up with these expectations or else fall farther behind. Forrester is predicting that in 2018, 30% of companies will see further declines in CX performance, which will mean declines in growth, or worse. This ebook will help you to learn the biggest trends in 2018.

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.

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.

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.

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.

Project management methodologies are like roadmaps, guiding your team from project kickoff to the finish line. But what makes one approach better than another? And with so many options, how do you know which methodology is right for your project? This ebook helps you to learn the fundamentals of popular project management methodologies.

These principles serve as a blueprint for how businesses can develop a culture of excellence. This report examines the state of these principles in business today, how workers feel about them, and the barriers to implement them.

Creative teams are responsible for some of the most iconic and influential images in modern history. They give life to products, elevate brands, and create experiences that make a lasting impact on audiences around the world. This report highlights Wrike's most interesting and unexpected findings across in-house teams, agencies, managers, and individual contributors.

It’s difficult to define what a “good” project manager is these days. Every organization defines the role, and often the title, differently. Project managers are needed in many industries. As a PM, you might work on small or large teams with job duties that range from budget and timeline only to everything you can think of under the operational sun.

This ebook will guide you through all of the Key Performance Indicators (KPIs) available to help you measure the success of your strategy. Though this should give you a clear overview of Instagram analytics and KPIs, not every KPI will be relevant to you – it all depends on your overall mission, or what you want to achieve with your Instagram account.

In this comparison study, undertaken by a Global System Integrator on behalf of a large US multinational, Provar and Selenium are put to the test across many Salesforce test automation activities, including test authoring and debugging, execution, maintenance and integration capabilities, using a set of standard Salesforce test scenarios.

Ensure your projects are set up for success with this latest guide, Project Management: Planning Your Web Design Workflow — the first in a series of ebooks dedicated to helping you grow your business and manage projects more efficiently.

The Zendesk User's Guide describes how to set up, manage, and customize your help desk. It is intended for Zendesk account owners and administrators, and also agents with access permissions to the administrative features of Zendesk.

Whether you want to enhance collaboration in your organization or document yourself on recent collaboration software trends, the enterprise collaboration space may appear daunting. Today, tens of vendors populate this space, from high-end enterprise platforms to more niche players, from broad solutions to specialized, contextualized collaboration tools.

It’s difficult to define what makes a “good” project manager. Every organization defines the role and the title differently. However, project managers are needed in almost all industries. In this guide, TeamGantt will share tips on project planning, managing scope and expectations, and more.