EGUIDE:
The CPaaS market is maturing as increased demand for digital communications drives new use cases. Organizations looking to buy CPaaS APIs should examine the various use cases that APIs can address and how to choose a CPaaS provider. Read this article to learn more about the trends and providers fueling CPaaS market growth.
EBOOK:
Find out why it's hard to determine exactly how to integrate social channels with CRM and how your business model -- and finding where your customers hang out -- will show the way.
WHITE PAPER:
Benchmarking projects are a great way for contact center organizations to improve their operations in order to reconcile competing demands from customers and the business. Read this white paper to learn best practices for executing a successful contact center benchmarking project.
WHITE PAPER:
UC can increase revenue and enhance customer relationships all while reducing costs, but developing a UC strategy can seem like a daunting task. In light of this, this paper outlines 7 things organizations should consider as they begin to develop a UC strategy. Read on to learn some helpful hints and strategies to ensure a successful UC deployment.
EGUIDE:
In this e-guide from the experts at SearchCRM.com, learn how your organization can optimize its call center and drive customer service success with the use of workforce management (WFM) software, real-time speech analytics software, guidance applications, predictive analytics, and other tools.
EGUIDE:
This expert e-guide reveals the actions you can take to manage social media contact more efficiently. Inside, Donna Fluss, founder of DMG Consulting, explains the benefits and limitations of workforce management systems for social media. Bonus: Discover the 10 steps to create a successful call center social media strategy.
WHITE PAPER:
70% of customers report that they have ended a relationship due to poor customer service, a statistic that demands companies be at the top of their capabilities. View this in-depth whitepaper to discover an extensive 7 step guide to streamlining workforce efficiency, ultimately keeping customers happy.
WHITE PAPER:
This white paper features a quantified report on UK contact centre leaders, and compares the results of those who have implemented a single multi-channel communications system and those who have not, to get a clear picture of what the barriers and benefits of this system may be.
EGUIDE:
The market for workforce management (WFM) software in the contact center saw double-digit growth last year, but the technology still needs work, according to experts. In this e-guide you’ll explore the pros and cons of WFM.
WHITE PAPER:
Implementing a knowledge management program in the contact center can improve the efficiency and quality of your services, optimize customer experience, reduce agent training costs, and increase job satisfaction. In this white paper, explore best practices for successful knowledge management implementation in the contact center.
