Call Center Whitepapers

Best Practices for Modern Workforce Management in Today's Contact Centers
More organizations are devoting the budget and resources to improve workforce management processes and invest in solutions that impact the employee and customer experience. This toolkit explores digital transformation, omnichannel, forecasting, scheduling, and intraday management, along with employee engagement for remote or distributed teams.

Digital Workforce Optimization: Evolving the Live-Agent Model Using Intelligent Virtual Agents
It is critical for contact centers to continue to look at new technologies, such as AI, to continue to meet customers' heightened expectations. They must also ensure a smooth implementation of these revolutionary technologies as they build their digital teams. In this toolkit, we’ll present practical guidance for making the transition.

Achieving Expectations: Exploring a New Era of Customer Behaviors, Opportunities, and Engagements
As we enter a new decade with fresh challenges, exciting technology, and endless possibility, contact centers must rethink their role within an organization. The activities, checklists, and self-assessments contained within this toolkit will prepare your contact center with everything it needs to thrive today and in the future.

Trend Report: Cloud-Based, Unified Tools: Better Experiences for Agents and Customers
This trend report explores why and how having the right technologies—combined with the right people and processes—can help agents produce better experiences for customers and better business outcomes overall.

Point of View: Contact Center Leaders on the Agent Experience
Agent experience is pivotal to customer experience. Read this Point-of-View to learn how to effectively engage agents, identify causes of frustration, and how to limit the contagious effects of disengagements.

Making the Most of Extraordinary Circumstances: Optimizing Contact Center Operations
Are you ready to see the COVID-19 crisis as a springboard to make a leap forward rather than a setback?

Point of View: Rebounding and Resilience: What Contact Centers Learned Working from Home
This Point of View Ebook contains interviews that reveal tomorrow’s opportunities and offer practical guidance for navigating the near-term challenges keeping us on our toes.

The Road to Agent Experience Maturity: A Self-Assessment
Are you ready to begin the adventure of enhancing AX and maturity?

Customer Journey Mapping and The Omnichannel Experience
Find out why journey mapping is so important to the agent and customer experience and how to create a journey map that’s both insightful and actionable.

Innovative Ways to Address the Top 3 Agent Empowerment Challenges
Find out how some of the most innovative service organizations are approaching scheduling, compensation, and QA, and learn how you can practically apply their methods to improve both the employee and customer experience.