Call Centre Management White Papers

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May 23, 2013

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Call Centre Management

Call Centre Management White Papers (View All Report Types)

Delivering a Personalized Experience: the Multichannel Contact Center sponsored by Avaya WHITE PAPER: Whether your goal is to provide the best customer experience possible, increase sales, or reduce costs, the multichannel contact center delivers. Because customers want – and demand – access to customer service and support via their channel or media of choice, supporting a voice-only channel is no longer an option. Posted: 11 Feb 2013 \| Published: 11 Feb 2013 TOPICS: Call Center Management \| Call Center Services \| Call Center Software \| CRM Services \| CRM Software \| Customer Service \| Customer Service Best Practices \| Customer Support Software

Why Cloud? Better Security than Most Companies Can Provide Themselves sponsored by Five9 WHITE PAPER: This white paper explains how cloud security may be the safer investment for businesses, including customer-oriented organizations and contact centers. Discover why moving applications to the cloud could better protect your data than if it were kept on-premise. Posted: 07 May 2013 \| Published: 07 May 2013 TOPICS: Call Center Management \| Call Centers \| Cloud Computing \| Cloud CRM \| Cloud Security \| CRM \| CRM Software \| Data Security

Dying to Comply sponsored by Aspect WHITE PAPER: In 2010 when Ofcom, the United Kingdom's regulatory authority for communications industries, revised their regulations regarding outbound calling, businesses were outraged. Companies feared that the revisions would hinder their success. Read on to learn how complying with these changes can actually lead to improved performance and productivity. Posted: 18 Dec 2012 \| Published: 31 Oct 2011 TOPICS: Best Practices \| Call Center Management \| Call Centers \| Compliance (Systems Operations) \| Contact Center Management \| Contact Centers

Measuring the Return on Investment of APM sponsored by Lucierna WHITE PAPER: Application Performance Management (APM) is key to the success of enterprise applications. This white paper explains in detail how a business and its IT teams can work together to cut costs and increase revenue using APM. Read on to learn about specific benefits for both branches of an enterprise that come with APM. Posted: 06 Mar 2013 \| Published: 06 Mar 2013 TOPICS: Application Life-Cycle Management \| Application Monitoring \| Application Performance Management \| Applications Management \| Call Center Management \| Infrastructure Management \| User Experience

2007 Executive Survey Report: Insights Into Optimizing Contact Center Performance sponsored by Genesys WHITE PAPER: Contact centers optimize customer interactions by segmenting and matching customers and agents. Learn how to remain competitive by proactively initiating contact and establishing stronger bonds with customers. Posted: 18 Oct 2007 \| Published: 01 Oct 2007 TOPICS: Business Performance Management \| Call Center Management \| Call Centers \| CRM \| Customer Interaction Services \| Internet Chat \| IVR \| Real-time Analytics \| Sales

Consolidation 2.0: Consolidation Trends in Contact Center Technologies and Operations sponsored by CosmoCom, Inc. WHITE PAPER: This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment. Posted: 27 May 2008 \| Published: 01 Jan 2008 TOPICS: Automatic Call Distribution Systems \| Best Practices \| Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| Customer Satisfaction \| Outsourcing \| Unified Messaging

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 TOPICS: Business Intelligence \| Call Center Management \| Call Center Services \| Call Center Software \| Contact Center Management \| Contact Center Services

What If Any Agent Could Take Any Call? sponsored by KANA WHITE PAPER: Good customer service involves leveraging policies, people, and technology to answer customer questions and solve problems with accuracy, speed, and consistency. Check out this paper for tips on how to relieve customer service pain points and get your agents able to answer calls with ease, and keep customers coming back time and time again. Posted: 22 Jun 2012 \| Published: 22 Jun 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Center Workforce Management \| CRM \| Customer Loyalty \| Customer Retention \| Customer Service

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

Contact Center Costs: The Case for Telecommuting Agents sponsored by Avaya Inc. WHITE PAPER: This white paper addresses high labor costs that are inevitable with contact centers and how a telecommuting or home agent program can greatly reduce your labor cost while increasing productivity of your contact center. Posted: 16 Apr 2008 \| Published: 01 Apr 2008 TOPICS: Benefits \| Call Center Management \| Call Centers \| Contact Center Management \| Contact Centers \| Cost Benefit Analysis \| Mobile Workers \| Productivity \| Succession Planning \| Telecommuting

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