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Contact Center Management White Papers (View All Report Types)
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How Leading Companies Provide Great Customer Experience
sponsored by Genesys
WHITE PAPER: Companies across all industries are feeling pressure to improve the customer experience while reducing costs at the same time. However, most are not prepared to cost-effectively provide great, real-time. multi-channel customer experiences, due to outdated technology and processes.
Posted: 14 Mar 2014 | Published: 14 Mar 2014

Genesys

Forrester—How Cloud-Based Contact Centers Can Improve the Customer Experience
sponsored by Genesys
WHITE PAPER: In this white paper, explore the results of a survey from Forrester Research, Inc. to see how companies are dealing with contact center challenges and new technologies.
Posted: 14 Mar 2014 | Published: 31 Mar 2013

Genesys

Strategies for Modernizing Your Contact Center
sponsored by Genesys
WHITE PAPER: Your contact center is looking to improve agent productivity, increase efficiency, and provide stellar customer experiences -- but are your legacy technologies hampering your goals? If you still rely on Automatic Call Distribution (ACD), this could be the case.
Posted: 14 Nov 2013 | Published: 14 Nov 2013

Genesys

How-To Guide: Top Ways to Optimize Your Contact Center Investment
sponsored by Cisco
WHITE PAPER: Find out what you need to know to ensure your contact center runs to the best of its ability.
Posted: 16 Jun 2014 | Published: 31 Dec 2013

Cisco

Deploying a Contact Center in the Cloud - A Guide to Best Practices
sponsored by Genesys
WHITE PAPER: To effectively engage with customers across a newly-broadened spectrum of channels, savvy organizations are looking to cloud-based contact centers. In this white paper, discover 10 best practices for deploying and managing cloud-based contact centers that will help you keep costs down, customers happy, and processes efficient.
Posted: 03 Jun 2014 | Published: 31 Jul 2012

Genesys

Make the most of customer interactions in the contact center
sponsored by Calabrio, Inc.
WHITE PAPER: In this white paper, discover how to optimize your contact center processes with the help of new interaction channels such as social media, and make the most of interaction data to learn more about your customers and your company.
Posted: 07 Apr 2014 | Published: 31 Dec 2013

Calabrio, Inc.

Three Tips for Measuring Voice in the Sea of Big Data
sponsored by Calabrio, Inc.
WHITE PAPER: This resource explores why the contact center has remained a highly untapped source of customer insight, explains how recent advances are giving organizations the power to analyze voice interactions, and counts down three essential success factors that you should consider.
Posted: 03 Apr 2014 | Published: 03 Apr 2014

Calabrio, Inc.

Close the Omni-channel Customer Experience Gap
sponsored by IBM
WHITE PAPER: 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

IBM

Putting the contact center at the center of the customer experience
sponsored by Aspect
WHITE PAPER: Today's customers have more control of the conversation than ever before -- and your contact center must be equipped to deliver seamless interactions across a variety of channels, lest your customers take their business somewhere else. To do this, you need a comprehensive platform that enables anywhere, anytime service.
Posted: 04 Mar 2014 | Published: 31 Mar 2013

Aspect

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

Aspect

It's Time to Fix Back-Office Operations
sponsored by Aspect
WHITE PAPER: Many organizations have been managing back-office operations the same way for years. In this white paper, learn how workforce optimization (WFO) suites can transform your operating model for back-office functions, and get a framework to create a more effective, efficient model.
Posted: 27 Feb 2014 | Published: 31 Dec 2013

Aspect

The Power of Transformational Knowledge
sponsored by Oracle Corporation
WHITE PAPER: In this white paper, find out how you can deliver superior customer experiences with a Transformational State of Knowledge. Inside, find specific steps you can follow to achieve transformational knowledge, and learn how this state can grant your company sustainable growth and profitability.
Posted: 06 Jan 2014 | Published: 06 Jan 2014

Oracle Corporation

Avaya Asia Pacific Customer Experience Index 2013
sponsored by Avaya
WHITE PAPER: This exclusive resource discusses the critical role that contact centers play in driving customer satisfaction and how your organization can ensure that your contact centers provide customers with the experience that they desire.
Posted: 11 Nov 2013 | Published: 11 Nov 2013

Avaya

Avaya Users Deploy Best-in-Class Practices to Improve Contact Center Performance
sponsored by Avaya
WHITE PAPER: This exclusive paper examines how your organization can position itself to meet changing buyer needs by establishing best-in-class contact center programs. Read on and also discover 14 best practices that can ensure successful customer interactions.
Posted: 11 Nov 2013 | Published: 11 Nov 2013

Avaya

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

The Azzurri Contact Centre Leader Peer-to-Peer Opinion Exchange 2013
sponsored by Azzurri
WHITE PAPER: This white paper features a quantified report on UK contact centre leaders, and compares the results of those who have implemented a single multi-channel communications system and those who have not, to get a clear picture of what the barriers and benefits of this system may be.
Posted: 08 Oct 2013 | Published: 08 Oct 2013

Azzurri

Industry Credentials Insurance
sponsored by Azzurri
WHITE PAPER: These top case studies highlight three UK insurance providers and their networking challenges with enhancing customer experience and increasing customer loyalty through better communication and end-user engagement, and how they found a solution that streamlined contact management and more.
Posted: 02 Oct 2013 | Published: 02 Oct 2013

Azzurri

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

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

Genesys

Mobile Devices Reshaping the Customer Experience: Learn how a mobility strategy can drive innovation and add a competitive edge to your contact center
sponsored by Avaya
WHITE PAPER: This resource details the opportunities that mobility presents for contact centers, and offers guidance to help you weave these opportunities into a strategy that empowers you to capitalize on mobile benefits and sharpen your competitive edge.
Posted: 19 Jun 2013 | Published: 31 Dec 2012

Avaya

Seven Trends Driving Effectiveness in the Contact Center
sponsored by Avaya
WHITE PAPER: Customers want to use social media, video, instant messaging and more to contact you - and they want to do it quickly. In this resource, check out seven key trends that are driving effectiveness in the contact center.
Posted: 31 May 2013 | Published: 30 Apr 2013

Avaya

The New CRM Metrics: Putting Them to Work
sponsored by SearchCRM
WHITE PAPER: There is added pressure for contact center agents, with customers armed to the teeth with devices to connect with businesses- from tweets to texts to telephone calls. But with proper metrics to gauge their performance and lead to instructive training, some of that pressure can be alleviated.
Posted: 25 Jan 2013 | Published: 25 Jan 2013

SearchCRM

Delivering a Superior Customer Experience
sponsored by Avaya
WHITE PAPER: Research shows that 90% of customer service decision-makers believe delivering quality service is paramount to success. But with tight budgets, businesses today need cost-effective ways of achieving higher service levels. Read on to learn how collaboration in your contact center can keep costs low while increasing service levels.
Posted: 06 Nov 2012 | Published: 30 Apr 2012

Avaya

How Mobile Devices are Driving Innovations in Contact Centers
sponsored by Avaya
WHITE PAPER: Failing to adopt a customer service strategy for mobile devices could put your business at a serious disadvantage. Gartner research suggests that 80% of companies will suffer revenue loss from the lack of customer support on mobile devices by 2013. Read this paper to learn how to utilize the opportunities mobility offers customer service.
Posted: 29 Oct 2012 | Published: 29 Oct 2012

Avaya

Benchmarking in the contact center: Tips for managing what you measure
sponsored by Avaya
WHITE PAPER: Benchmarking projects are a great way for contact center organizations to improve their operations in order to reconcile competing demands from customers and the business. Read this white paper to learn best practices for executing a successful contact center benchmarking project.
Posted: 24 Oct 2012 | Published: 31 Dec 2010

Avaya
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