Contact Professional’s findings reveal significant opportunities out of WFO tools.
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This Tips & Takeaway guide provides five valuable recommendations for using quality monitoring and speech analytics to improve agent performance and elevate the customer experience
Today's outbound contact centers are being used for a wide range of purposes. This paper explores ways that predictive dialing can help with a variety of activities.
In this Tips & Takeaways paper, we outline six reasons for strategic business leaders to embrace a cloud contact center to improve customer relationships and business outcomes.
An overview of what contact centers of the future will look like and how customer relationships will change.
This research identifies and offers insight on key trends related to customer management/contact center industry 2013-14 goals.
Findings of a survey by Government Technology regarding the functionality government agencies would like to see implemented in order to help operate more efficiently.
Customers expect to have great experiences, regardless of the channel(s) they use. A cloud contact center powered by analytics helps create a seamless omnichannel experience.
Understand how to leverage the cloud to make smarter business decisions and eliminate the competition.
Understand the challenges of implementing and managing a disaster recovery program for your contact center.
Frost & Sullivan presents the 2012 North American Company of the Year Award in Cloud Contact Center Solutions to inContact.
Learn how companies that benchmark their contact center operations measure up to their peers while building a business case for needed improvements.
ContactBabel’s definitive study of how speech and interaction analytics can impact cost, profitability and quality.
The customer management community recognizes multi-channel as a term and aims to reveal the extent to which their businesses are adapting to this so-called multi-channel world.
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