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Choosing a CCaaS for Small and Mid-sized Organizations

Overview

Customers don’t care how big a firm is; they care about the quality of their customer experience. Fortunately, with the right call center investment, a growing business can offer customer interactions that are as sophisticated as those offered by larger businesses. In this paper, Ventana Research offers key questions for a growing business to consider when looking to level the customer experience playing field.

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The Value of a Lifetime Customer

It costs less to keep a customer than it does to replace one. Furthermore, loyal customers make repeat purchases. In this paper, Ventana Research explains Customer Lifetime Value (CLTV) and how the right call center investment can deliver higher customer lifetime value to help a business grow faster and more profitably.

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Contact Center Software Buying Advice

Your aging call center may be giving you plenty of reasons to modernize. But beware of a “like for like” upgrade. The right contact center investment can do so much more than alleviate current shortcomings. A new contact center with limitations is no better than an old call center with the same limitations. In this paper, Ventana Research explains why effectiveness, rather than cost, should inform your evaluation and decision process.

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Cloud contact center buyer’s guide

Today’s cutting edge contact centers can improve old processes and introduce innovative new technologies. Organizations should make these changes now to serve a new generation of highly demanding, highly connected consumers who expect advanced automated self-service and the freedom to use the contact channels of their choice. Some