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Contact Center Outsourcing White Papers (View All Report Types)
Taking Action on Legacy IVR -- Why it's critical for Customer Retention
sponsored by Genesys
WHITE PAPER: This white paper outlines how migrating from a legacy IVR can improve your customer retention strategy. Learn what to look for when considering migration options, when to turn to a cloud model, and innovations in next-generation IVR technology.
Posted: 14 Oct 2016 | Published: 14 Oct 2016


The Essential Guide to Contact Center Modernization
sponsored by Genesys
WHITE PAPER: Modernizing your contact center is a layered and evaluative process. Learn now about ways to add new channels, integrate them, and find consistent vendors and solutions designed to enhance the customer experience.
Posted: 14 Oct 2016 | Published: 14 Oct 2016


10 Ways the Cloud Can Work for your Contact Center
sponsored by Genesys
WHITE PAPER: Finding your contact center's ideal cloud functionalities and capabilities is a challenge all its own. Explore 10 key considerations -- including integration, customization, and more -- for moving to a cloud-based contact center.
Posted: 11 Oct 2016 | Published: 11 Oct 2016


Five Simple Strategies to Make Your Contact Center a Success
sponsored by Genesys
WHITE PAPER: Discover ways to help agents provide quality support at low costs by supplementing with self-service automation, moving to the cloud, making customer data readily available, and more.
Posted: 12 Oct 2016 | Published: 12 Oct 2016


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


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


The Top 9 Ways to Improve Customer Loyalty and Engagement
sponsored by Allegiance
WHITE PAPER: Customer loyalty is a critical way to retain more of your customers and grow your business faster. Explore these nine principles to foster a culture of greater loyalty and engagement and you will see immediate profits.
Posted: 10 Jan 2008 | Published: 01 Dec 2007


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


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


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

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