Top White Papers and Webcasts

  • There is a lot of industry buzz about key performance indicators (KPIs), but most contact centers are only equipped to optimize their KPIs locally. With the increasingly competitive global economy, businesses need the contact center to optimize not just for service levels, but for business outcomes such as profitability, customer retention, and customer satisfaction, and to do so globally across contact centers. Read this white paper to learn how adding cloud-based global analytics-driven routing can maximize …

  • Customer service technology buyers typically plan for the next one to two years. But to truly become customer-obsessed, companies need to understand what new technologies and customer service experiences will seem normal for their customers in five years. By 2021, the internet of things (IoT) will have transformed many companies from being products-based to services-based. Rather than wait for the future to arrive, you need to start planning for tomorrow's technology today. Read the Forrester Research report …