White Papers

ContactBabel's "US Contact Center Decision-Makers’ Guide"

Overview

“The US Contact Center Decision-Makers' Guide” identifies seven of the major pain points and issues that affect the contact center industry:

  • Improving Quality and Performance
  • Maximizing Efficiency and Agent Optimization
  • Digital, Cloud and the Customer of the Future
  • Outbound and Proactivity
  • The Customer Experience
  • HR Management
  • Strategic Directions

Within each section, specific solutions are identified that can be used to solve these issues, along with the analysis of the primary research data that are relevant to this area, including a comprehensive statistical analysis in graphical and tabular form.

Demo Videos

Improve omnichannel customer experience with NICE CXone Quality Management

Today’s consumer demands a perfect experience, every time. Randomly monitoring calls is not good enough anymore, but supervisors don’t have the time or resources to ensure agents truly understand what a great CX looks like. 75% of contact center leaders are not very satisfied with their QM programs. And it’s no wonder. With small sample sizes, and 2 in 5 contact centers still using manual quality processes… there’s got to be a better way!

White Papers

7 Major Pain Points of the Contact Center Industry - Guide (PDF)

“The US Contact Center Decision-Makers' Guide” identifies seven of the major pain points and issues that affect the contact center industry: Improving Quality and Performance Maximizing Efficiency and Agent Optimization Digital, Cloud and the Customer of the Future Outbound and Proactivity The Customer Experience HR Management Strategic Directions Within each section, specific solutions are identified that can be used to solve these issues, along with the analysis of the primary research data that are relevant to this area, including a comprehensive statistical analysis in graphical and tabular form.

Customer Stories

NICE inContact Helps Superior Contact Satisfies SLA Needs for Multiple Clients (PDF)

Because client organizations around the world depend on Superior Contact, a TelNet Worldwide company, for a variety of contact center services, having the right technology—and the right partner—is a key driver of the company’s success. With NICE inContact, Superior enjoys the stability, reliability and flexibility of the CXone cloud platform—critical capabilities for serving its global client base and big selling points in bringing on new clients.