Call Center Whitepapers
Empowering contact center excellence for 30 years!

Whitepapers

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Fraud, Compliance, and Customer Satisfaction in the Contact Center

Regardless of the industry, consumer data privacy is a top concern for businesses and customers alike.

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FROST & SULLIVAN REPORT: Are You Delivering an Exceptional Customer Experience?

SMBs should look to the cloud for simplicity and success

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Genesys
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TOOL KIT: How to Successfully Become an Omnichannel Contact Center

Deliver successful omnichannel service by choosing the right channels and leverage effective metrics with this tool kit.

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TREND REPORT: The Buzz Behind Omnichannel: Insights for Driving Real Results

What does omnichannel really mean for an organization? What benefits are actually realized by implementing omnichannel service?

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TOOL KIT: The Fundamentals of Effective Workforce Management

This Tool Kit explains essential forecasting dos and don'ts and why today's leading contact centers may be moving to the cloud.

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NICE
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TIP SHEET: 10 Strategies to Build a Future-Forward Contact Center

Deliver service with greater efficiency and effectiveness with these 10 tips.

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TREND REPORT: A Practical Approach to Implementing Conversational Service

Provide conversational service that also meets the needs of the organization and the individuals responsible for delivering service.

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TOOL KIT: Quality Management in the Contact Center

This Tool Kit provides some of the fundamental resources to create an effective quality management program that helps reduce agent costs and improves customer and agent loyalty.You need this!

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Best Practices Guide to Creating A More Effective Customer Survey Program

Download the report and uncover the Top 10 Survey Best Practices

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Genesys
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TOOL KIT: Designing the Modern Customer Experience

Download this tool kit and begin a journey that will help you design a better customer experience for today's omnichannel world.

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