White Papers & Reports
From the latest best practices and innovative strategies to emerging trends impacting the contact center world, these are resources to keep your business moving forward.
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EXECUTIVE REPORT: PERFORMANCE & AGENTS
This in-depth Executive Report from CCW looks at what contact centers are doing to ensure that their customer experience investments achieve results.
April 20, 2017
Report: The Future of the Contact Center
Discover CCIQ’s Winter 2016 findings about the trends and challenges facing the contact center based on a worldwide survey of contact center leaders.
Transforming the Contact Center into a Customer Intelligence Hub
Learn how advanced contact center analytics technology can unlock rich voice-of-the-customer (VoC) insights and drive business value.
Customer Experience Game Changers
Read this Executive Report from CCW for in-depth research about how contact centers are addressing changes in the customer experience space.
The Path to Better Contact Center Reporting
As the contact center landscape changes, so too must the reporting and analytics solutions that drive decision-making and performance management.
How to Succeed with Contact Center Analytics
Learn how analytics can help uncover customers needs, identify factors causing negative experiences and reduce agent turnover.
The Definitive Guide to the Modern Contact Center
Learn how contact centers are turning to innovative technologies to increase customer retention, empower agents and deliver measurable business value.
STEPPING UP TO THE SECURE CLOUD
Security used to prevent contact centers from moving to the cloud. Now, it’s a reason to switch. Learn why 83% of all data center traffic will be cloud-based by 2019.
March 30, 2017
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