Call Centre Software

WHITE PAPER: Consult this white paper to help determine if you're ready to make the transition to a cloud-based contact center. It outlines the many positive factors driving the uptake of cloud-based solutions, including, financial, functional, operational and strategic. Learn more about cloud-based contact centers by reading this white paper now.

Posted: 28 Jan 2013 | Published: 28 Jan 2013

WHITE PAPER: This paper covers many of the complications and complexities of managing a call center. It explores the various solutions available and offers pros and cons to each of the options. It shows the positive financial impact picking the right choice can have.

Posted: 01 Mar 2012 | Published: 01 Mar 2012

WHITE PAPER: This paper discusses first contact resolution and the offerings for measuring success with FCR.

Posted: 26 Apr 2012 | Published: 26 Apr 2012

WHITE PAPER: In this white paper, we discuss eight IT-friendly software traits that minimize risk, maximize ROI, and encourage innovation. Although the focus of this paper is on contact center and web customer service software, the discussion is broad enough to be a valuable guide for any technology investment.

Posted: 07 May 2010 | Published: 06 May 2010

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

WHITE PAPER: By enabling enterprises to mine large volumes of recorded customer/agent voice interactions, speech analytics is redefining quality in a way that can promote greater customer satisfaction, loyalty, and value.

Posted: 03 Apr 2008 | Published: 01 Dec 2007

WHITE PAPER: Is your current customer relationship management (CRM) software negatively impacting your selling potential? Many of the CRM software options today have lost focus on their primary users – sales professionals – and are actually decreasing sales activity. Read on to learn how a call-centric CRM strategy can alleviate this challenge.  

Posted: 23 Aug 2012 | Published: 01 Aug 2012

WHITE PAPER: Knowledge management can be a useful tool for improving the quality and efficiency of your contact center operations. This paper outlines a series of best practices to help you achieve maximum results from knowledge management within the contact center that will ultimately lead to better customer service, and higher revenues.

Posted: 21 Jun 2012 | Published: 21 Jun 2012

WHITE PAPER: This paper presents five key steps that will ensure a successful migration from legacy voice technology to VoIP in a contact center or enterprise environment. Continue reading to learn more about these five steps and learn how they can help you.

Posted: 22 Sep 2010 | Published: 22 Sep 2010

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