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The Blueprint For Contact Center Success

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Cloud technology is one of the most misunderstood concepts of our time. Although delivering software as a service (SaaS) from the cloud has distinct advantages, the market is so filled with hype, it is difficult to decipher between what is myth and what is reality. 

Cloud Myths vs. Realities

Key Takeaways

• Industry insight from key industry players including Gartner, Salesforce.com, IDC, Microsoft

• Realities and latest trends exposed to bring clarity to your decision making process

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In this industry report, ContactBabel surveys both contact center leaders and platform providers to uncover the past, present, and future of customer contact centers. 

What Does It Take to Move from Multichannel to Omnichannel?

Key Takeaways

• Drivers for omnichannel
• Challenges in moving from multichannel to omnichannel
• Best practices for transition and adoption of omnichannel

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In this report, ICMI dissects the challenges, strengths, and the opportunities that exist for any organization to perfect their customers' journey.

Seizing the Moments to Perfect Your Customers' Journey

Key Takeaways

• Overcome top challenges in the contact center

• Transform customer service from reactive to proactive

• Train agents to recognize and embrace moments along the customer journey

• Implement new technologies to improve time and process efficiencies

• Turn all data into actionable data

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Accurate forecasting and staffing are a foundation of great customer service. Having the right people, in the right place, at the right time is critical. When under and overstaffing occurs, it can be difficult to know the actual root cause, and the steps that can be taken to prevent it in the future. This guide and toolkit takes you through the process.

The ICMI Multichannel Forecasting and Scheduling Tool Kit

Sneak Peek:

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Steps 6 and 7. Calculate shrinkage and organize schedules. Rostered staff and shrinkage take into account breaks, absenteeism, training, work not directly part of handling customer interactions, and all of the other considerations that occupy agent time.

Tool Kit Sneak Peek

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