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Call Center OutsourcingWhite Papers (View All Report Types)
 
Avaya Aura Contact Center Database Integration Wizard: Part One, Sending Data
sponsored by Global Knowledge
WHITE PAPER: In Part One: Sending Data, of this two-part series on the Avaya Aura Contact Center Database Integration Wizard (DIW), you will see how to integrate the Avaya Aura Contact Center with a backend database management system in order to to capture call information and store it in a database for reporting purposes.
Posted: 25 Jul 2013 | Published: 21 Jun 2013

Global Knowledge

Differences between Avaya Aura Contact Center (AML or SIP) and Avaya Aura Call Center Elite
sponsored by Global Knowledge
WHITE PAPER: In this exclusive paper, Global knowledge instructor Brett Hanson answers crucial questions concerning the various Contact Center solutions that are available from Avaya.
Posted: 29 Oct 2013 | Published: 29 Oct 2013

Global Knowledge

STOP LOOKING! THE FCR SILVER BULLET IS ALREADY HERE
sponsored by Enkata Technologies
WHITE PAPER: This paper discusses first contact resolution and the offerings for measuring success with FCR.
Posted: 26 Apr 2012 | Published: 26 Apr 2012

Enkata Technologies

Proactive Customer Engagement
sponsored by Genesys-Angel
WHITE PAPER: In this research report from the Yankee Group, explore how to achieve successful customer engagement management across the entire customer lifecycle by leveraging the right tools and integrating communication channels.
Posted: 30 Sep 2013 | Published: 31 Jul 2013

Genesys-Angel

Building a Business Case for your Next-Generation QA Solution
sponsored by Calabrio, Inc.
WHITE PAPER: This white paper shows you how to build your business case and obtain approval for a new or upgraded contact center quality assurance and recording solution.
Posted: 21 Jun 2011 | Published: 21 Jun 2011

Calabrio, Inc.

What Happens When They are Gone?
sponsored by VoltDelta
WHITE PAPER: Access this helpful resource to learn what to ask when searching for a cloud-based contact center tools -- especially interactive voice response (IVR) technology. Discover the hidden "red flags" that signal you to dig a little deeper before selecting a final vendor for your cloud contact center initiatives.
Posted: 24 Oct 2013 | Published: 24 Oct 2013

VoltDelta

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

inContact

Listen and Learn - Improving Operations by Utilizing Customer Feedback
sponsored by Mindshare Technologies
WHITE PAPER: Organizations can obtain and analyze feedback from a department, region, branch, or most importantly, an individual employee.
Posted: 05 Mar 2008 | Published: 04 Mar 2008

Mindshare Technologies

Still Struggling to Reduce Call Center Costs without Losing Customers?
sponsored by SAP AG
WHITE PAPER: Efficient call centers that also meet customer expectations is a challenge that many organizations face. Discover the key steps to turning your call center into a strategic asset.
Posted: 01 Feb 2008 | Published: 01 Feb 2008

SAP AG

How Does your Service Measure Up? Getting to Grips with Metrics
sponsored by GoToAssist
WHITE PAPER: This quick guide will identify some of the most popular metrics that you should be measuring, look at ways in which you can measure them, and how to utilize these measures to improve your service delivery.
Posted: 19 Jul 2011 | Published: 19 Jul 2011

GoToAssist
 
 
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