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CIC White Papers (View All Report Types)
 
Taking a SIP: What Executives Should Know about IP Transformation in the Contact Center
sponsored by Genesys
WHITE PAPER: This white paper is intended for executives who are seeking to understand why SIP (Session Initiation Protocol) is a must-have technology for the contact center today, and how SIP-enabled IP solutions can help align you with your goals.
Posted: 04 Sep 2008 | Published: 04 Sep 2008

Genesys

How Leading Companies Provide Great Customer Experience
sponsored by Genesys
WHITE PAPER: Companies across all industries are feeling pressure to improve the customer experience while reducing costs at the same time. However, most are not prepared to cost-effectively provide great, real-time. multi-channel customer experiences, due to outdated technology and processes.
Posted: 14 Mar 2014 | Published: 14 Mar 2014

Genesys

Making WFM Work: Best Practices and ROI Model
sponsored by Calabrio, Inc.
WHITE PAPER: There has been tremendous innovation in contact center WFM over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.
Posted: 22 Jun 2011 | Published: 22 Jun 2011

Calabrio, Inc.

Avaya Users Deploy Best-in-Class Practices to Improve Contact Center Performance
sponsored by Avaya
WHITE PAPER: This exclusive paper examines how your organization can position itself to meet changing buyer needs by establishing best-in-class contact center programs. Read on and also discover 14 best practices that can ensure successful customer interactions.
Posted: 11 Nov 2013 | Published: 11 Nov 2013

Avaya

5 Web Self-Service Pitfalls: What Every Contact Center Manager Must Know
sponsored by eGain Communications Corp.
WHITE PAPER: This paper discusses and analyzes 5 myths frequently encountered in the context of self-service strategies and implementations, and offers proven industry best practices to counter them. This paper will be a valuable resource for you as you develop, implement, and refine your customer self-service strategy.
Posted: 17 Feb 2010 | Published: 17 Feb 2010

eGain Communications Corp.

Avaya Asia Pacific Customer Experience Index 2013
sponsored by Avaya
WHITE PAPER: This exclusive resource discusses the critical role that contact centers play in driving customer satisfaction and how your organization can ensure that your contact centers provide customers with the experience that they desire.
Posted: 11 Nov 2013 | Published: 11 Nov 2013

Avaya

The Five Productivity Benefits of a Secure Network
sponsored by Cisco Systems, Inc.
WHITE PAPER: A secure network foundation from Cisco enables you to easily and cost-effectively add new users and applications as needed.
Posted: 10 Oct 2008 | Published: 10 Oct 2008

Cisco Systems, Inc.

Best Practices for Home Agents
sponsored by Avaya Inc.
WHITE PAPER: Employing home agents allows you to expand and improve your call center team. And they can be a form of insurance to keep your business running if disaster strikes. This white paper contains best practices for developing a Home Agents program.
Posted: 02 Jun 2008 | Published: 01 Feb 2008

Avaya Inc.

Best Practices for Knowledge Management
sponsored by KANA
WHITE PAPER: Implementing a knowledge management program in the contact center can improve the efficiency and quality of your services, optimize customer experience, reduce agent training costs, and increase job satisfaction. In this white paper, explore best practices for successful knowledge management implementation in the contact center.
Posted: 24 Jun 2014 | Published: 24 Jun 2014

KANA

Oracle PeopleSoft CRM Integration into the Contact Center
sponsored by AMC Technology
WHITE PAPER: This technical integration brief explains how the PeopleSoft CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC.
Posted: 09 May 2008 | Published: 01 May 2008

AMC Technology
 
 
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