White Paper.

The Customer Service Revolution

DMG Consulting LLC

If you’re like most companies, you’ve been using the same contact center systems and applications for years. While this might be fine, the concern is that you’re also hanging onto… read more →

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Secrets to unlock agent productivity & performance

Aberdeen Group

Customer acquisition and retention are among the most common objectives driving CEM programs. While personalizing sales and marketing conversations boots the ability to acquire new customers, it is agent performance… read more →

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Executive report on performance, operations and technology

Call Center IQ

Customer-centricity has become the driving force behind today’s call centers. Call centers define customer satisfaction—not cost efficiency or revenue generation—as their paramount objective. Customer-oriented metrics like CSAT score and first… read more →

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The inner circle guide to cloud based solutions


The Inner Circle Guides are a series of analyst reports investigating key customer contact solutions. The Guides aim to give a detailed and definitive view of the reality of the… read more →

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Executive report on the omnichannel customer experience

Call Center IQ

This report draws upon insights from Call Center IQ’s annual study and expertise from seven experts with diverse backgrounds and varying ideologies, uncovers a course of action that will allow… read more →

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Moving from multichannel to omnichannel customer engagement

Frost & Sullivan

Consider this: Can the sophisticated use of analytics trump the old business advantages of geography, speed to market and proprietary technology? Frost & Sullivan believes that contact centre insight analytics… read more →

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HP’s revitalized workforce optimization suite is worth a fresh look


When contact centre buyers look to acquire workforce optimization (WFO) tools, they more often than not gravitate to the two largest vendors in the space, Nice and Verint. This de… read more →

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