Speech-to-Text Analytics Reveals New Insights Into Consumer Behavior
sponsored by IBM
WHITE PAPER:
This white paper describes how Telerx, a global contact center outsourcing provider, embrace the methods that modern consumers are utilizing to share their opinions and turned raw data into valuable insight for their clients.
Posted: 20 Feb 2015 | Published: 31 Jan 2013
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Close the Omni-channel Customer Experience Gap
sponsored by IBM
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If your customers cannot move smoothly across all channels, their experiences will suffer. Access this guide to learn how you can close the omni-channel customer experience gap and bring online visibility to your contact center.
Posted: 20 Mar 2014 | Published: 31 Aug 2013
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Seven Critical Capabilities to Demand From Your Cloud Contact Center Provider
sponsored by Aspect
WHITE PAPER:
Delivering exceptional customer service today means having a flexible and reliable contact center, as well as all the tools your agents need to be successful. Many companies are looking to cloud contact center platforms to meet these requirements, but what should you look for in a cloud solution?
Posted: 04 Mar 2014 | Published: 31 Jan 2014
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Deployment Flexibility
sponsored by Aspect
WHITE PAPER:
In this white paper, explore two alternatives to traditional infrastructures: cloud deployments and managed services. Discover how managed services allow you to keep your contact center infrastructure on-premise without the burden of managing it, and how cloud deployments offer a scalable host solution with unparalleled flexibility.
Posted: 28 Feb 2014 | Published: 31 Oct 2013
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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
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Loss from Legacy Call Center Infrastructure
sponsored by Genesys
WHITE PAPER:
Is your legacy call center infrastructure limiting your organization's ability to increase efficiencies, reduce costs, and raise productivity? What's the true cost of a legacy call center? Answer these questions now by consulting this exclusive infographic.
Posted: 04 Sep 2013 | Published: 04 Sep 2013
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Speech Analytics: Best Practices for Analytics-Enabled Quality Assurance
sponsored by Calabrio, Inc.
WHITE PAPER:
This white paper provides tips and best practices for succeeding with speech analytics and using it to enhance your quality assurance (QA) process.
Posted: 12 Apr 2012 | Published: 12 Apr 2012
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Cisco Unified Communications: New Deployment Models for Communications and Collaboration
sponsored by Cisco Systems, Inc.
WHITE PAPER:
This whitepaper examines the differences between the options and show you how Cisco Unified Communications and Collaboration solutions give you the flexibility to determine the best option for your business.
Posted: 27 Jul 2011 | Published: 27 Jul 2011
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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
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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
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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
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How to Get the Cisco Tech Support You Need, Online
sponsored by Cisco Systems, Inc.
WHITE PAPER:
IT and telecom staff in small businesses (up to 250 employees) meet up at what Google Analytics reports is one of the most popular support sites of its size—the Cisco Small Business Support Community. Whenever you need technical support, or want to learn more about your technology, connect with the community and get support. Read on to learn more.
Posted: 20 Jan 2011 | Published: 20 Jan 2011
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PBX Buying Guide: How to Choose the Right Phone System for Your Business
sponsored by Fonality Inc.
WHITE PAPER:
While moving to an IP phone system will bring great advantages, the more options, features, functions and capabilities that are available, the more decisions the buyer has to make. That makes it crucial to thoroughly understand your needs before you buy. In this guide are seven steps to help in that process.
Posted: 16 Aug 2010 | Published: 16 Aug 2010
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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
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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
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