The Manager’s Guide to Contact Center Benchmarking
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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2018 Talkdesk Contact Center KPI Benchmarking Report
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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Call Center Software Buyer’s Guide
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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IT Managers’ Guide to Cloud-Based Contact Center Infrastructure
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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The Definitive Guide to the Modern Contact Center
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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Stepping Up to the Secure Cloud
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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2018 Contact center trends breaking through the barrier
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.
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Finding a True Cloud Contact Center
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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5 Contact Center Challenges—And How to Solve Them
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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5 Contact Center Technology Predictions for 2018
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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Boosting the Profitability of your Call Centre
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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An Exhaustive guide to setting up a simple Call Center
This guide will help you to understand the process involved in setting up a customer support center. In this guide, they have a list of questions, a checklist of sorts, that will help you arrive a decision that works best for your business and customers.
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How to Transition your contact center to the Cloud safely
Despite an industry-wide understanding of the benefits of the cloud, adoption remains low. So they asked call center IT execs what holds them back from modernizing their contact centers and upgrading to cloud technologies. In this e-book, they address their concerns and share what everyone needs to know for an informed, safe transition to the cloud.
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Contact Center Priorities for 2018
This report explores how other contact centers are prioritizing their investments for 2018 and what concrete steps they are implementing to achieve their goals. With all the recent changes in the customer contact landscape, it can often be a challenge to identify what to focus on first to best improve your customer experience and workforce engagement.
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Building a Business Case for Cloud-based Contact Center Solutions
While it is possible to deliver a great personalized experience to customers without technology when a company is small, it is not as easy once the business gains scale. When this occurs, it is time to transition from an informal service/sales organization to a more structured operating department that utilizes best practices and systems to achieve company goals cost-effectively. This paper will help Operations and Contact Center leaders build a compelling business case to make the needed investments in the contact center.
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Power up your Customer Communications: An SMB Buyer’s Guide to Cloud-Based Contact Center
Small and medium businesses need powerful communications tools that build customer relationships while making sales and customer service teams more efficient, but don’t need the cost, complexity and administrative overhead of traditional contact center solutions. This buyers’ guide explains how a cloud-based contact center solution can make your business smarter and faster.
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Cloud-Based Contact Center Technology: 8 Critical Questions to Ask
Getting the right cloud-based contact center solution hinges on these eight crucial criteria. Don’t get stuck with an expensive solution that doesn’t meet your needs or won’t keep up with tomorrow’s growth. Use this guide to do your due diligence in selecting the contact center software that’s best for your organization’s needs.
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The Future of Contact Centre
As processing power is getting cheaper and data communication is getting faster and more reliable, the need to have a centralized IT infrastructure to manage a company Voice contact centre will become less necessary. Once this Customer interaction data is available on highly powerful processing centres, all kind of statistics and behavioral analytics will be available in order to better predict the improvement to be made in the customer experience.
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The Smart and Simple Path to a High-Value Cloud Contact Center Solution
This eBook from Strategic Contact guides you systematically through these three steps, providing key tips and insights for success along the way. It’s a must read for anyone considering a contact center move to the cloud.
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