Contact Center Whitepapers

contact center 2.0: the rise of collaborative contact centers

Sponsored by: Ringcentral Published By: Research Desk Released: Mar 21, 2019

In this report from Altimeter, a Prophet Company, Brian Solis shares his insights on the transformation of contact centers in today’s digital workplace. Contact Center 1.0 was designed and deployed ...

Read more

3 ways to get smart with contact center training

Sponsored by: Serenova Published By: Research Desk Released: Feb 19, 2019

A customer's only interaction with a company is often through the contact center, and in most cases, it's to resolve an issue. While quick resolution is critical, it's vital for brands to deliver a go...

Read more

3 smart strategies for empowering an at-home contact center workforce

Sponsored by: Serenova Published By: Research Desk Released: Feb 19, 2019

Contact centers are increasingly supplementing their in-house staff with remote employees. Deloitte's 2017 Global Contact Center Survey revealed that 53% of companies plan to offer customer service ag...

Read more

is it time to move your contact center to the cloud?

Sponsored by: Serenova Published By: Research Desk Released: Feb 19, 2019

As you consider a move to the cloud it helps to understand what your peers and colleagues think. That's why we thought you'd like to see what contact center professionals had to say in a recent indust...

Read more