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Jun 19, 2013

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Aberdeen Agent Desktop Optimization: Agents Can Finally Focus on the Customer whitepaper sponsored by SAP America, Inc. WHITE PAPER: In the context of the contact center, being able to provide agents with insights needed to support and engage customers is critical to deliver a positive customer experience. And agent desktop optimization (ADO) initiatives help contact centers accomplish this objective by empowering agents. Continue on for insights. Posted: 20 Mar 2013 \| Published: 31 Oct 2012 TOPICS: Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| CRM Services \| Desktop Applications Management \| Desktop Management

Contact Center Security: Moving to the True Cloud sponsored by LiveOps WHITE PAPER: Today, Cloud is one of the most talked about trends in the IT industry. It’s a paradigm many believe will have a widespread business impact. However, while the term “Cloud”is relatively new, one of the core components, distributed computing, is well-established. Posted: 09 Dec 2010 \| Published: 09 Dec 2010 TOPICS: Cloud Computing \| Contact Center Management \| Contact Centers \| Data Security \| Network Security \| Security Best Practices \| Security Systems

New Contact Center Megatrends and How to Ride them: The Contact Center Executive’s Guide to Career Success in Turbulent Times sponsored by eGain Communications Corp. WHITE PAPER: Megatrends are not fads; they won’t go away after a while. The trick is to embrace change and stay ahead of these trends instead of getting swept away. This paper discusses what the seven megatrends of transforming contact centers today. Read on to learn more about these trends and learn some proven ways of how to benefit from them. Posted: 17 Feb 2010 \| Published: 17 Feb 2010 TOPICS: Business Process Management \| Call Centers \| Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Service \| Customer Service Best Practices \| Knowledge Management

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 TOPICS: Contact Centers \| Instant Messaging \| Network Security \| Security Management \| Videoconferences \| Web Conferences

Doing More with Less: Next-Generation Strategies and Best Practices for Customer Service sponsored by eGain Communications Corp. WHITE PAPER: Download a complimentary white paper on how world-class companies sustain service excellence, improve contact center productivity and reduce costs to beat their competitors in today's tough business environment. Posted: 29 Aug 2004 \| Published: 01 Dec 2003 TOPICS: Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Service \| Customer Service Best Practices \| Knowledge Management \| Self-Service Applications Software

Speech Analytics - The Power of Simplicity sponsored by Calabrio, Inc. WHITE PAPER: This overview examines the power of Speech Analytics technology to extend resources and expand knowledge. Posted: 23 Jun 2011 \| Published: 23 Jun 2011 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| Content Analytics \| Customer Satisfaction \| Customer Service \| Data Mining \| Voice Communications Software

FCR Done Right! sponsored by Enkata Technologies WHITE PAPER: Access this white paper to learn how to build an operational FCR program without sacrificing your budget. Posted: 26 Apr 2012 \| Published: 26 Apr 2012 TOPICS: Call Center Management \| Call Center Services \| Call Centers \| Contact Center Management \| Contact Centers \| CRM Analytics \| CRM Best Practices \| Customer Service Best Practices

Making WFM Work: Best Practices and ROI Model sponsored by Calabrio, Inc. WHITE PAPER: There has been tremendous innovation in contact center workforce management (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: 31 Jan 2012 \| Published: 24 Jan 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Center Workforce Management \| Contact Center Workforce Management Software \| Contact Centers \| CRM \| CRM Software \| Customer Service \| Workforce Management Software

Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis sponsored by inContact WHITE PAPER: Today, the majority of North American contact centers today are supported by premise-based contact center and telephony systems. But there's another money-saving option for contact centers: third-party owned and operated hosted services. Before you decide which model to use, there's another factor you should consider: Total cost of ownership (TCO). Posted: 06 May 2011 \| Published: 06 May 2011 TOPICS: Call Center Management \| Call Center Services \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Centers

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 TOPICS: Communications Systems \| Contact Centers \| Customer Service \| Hardware \| Instant Messaging \| IVR \| SIP \| SMS

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