Keeping Pace with the Consumer
sponsored by Aspect
WHITE PAPER:
Customers are demanding high levels of service from a variety of new channels - channels that bring both risk and opportunity for CRM. This helpful whitepaper outlines the key capabilities of a next-generation contact center and explores the various tools you should consider for supporting a collaborative CRM initiative.
Posted: 23 May 2013 | Published: 31 Mar 2013
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Are Public Sector organisations embracing collaboration to provide more Seamless Service for the 24/7 citizen?
sponsored by Aspect
WHITE PAPER:
Modern contact centers are faced with customer demands for consistent, 24/7 service and support - even the public sector. This in-depth survey report delves into the challenges that public sector contact centers face, highlights the key trends that will affect customer interaction, and investigates the success rates of cost-savings initiatives.
Posted: 23 May 2013 | Published: 23 May 2013
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AVST Corporate Overview: Delivering Interoperable UC to Organizations of All Shapes and Sizes
sponsored by AVST
WHITE PAPER:
Uncover the multiple next-generation unified communications solutions available that can help boost and increase productivity without resorting to the "rip and replace" model.
Posted: 04 Apr 2013 | Published: 31 Oct 2012
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Winning the Customer Service Battle... In the Cloud
sponsored by Siemens Enterprise Communications
WHITE PAPER:
Poor customer service is a costly business practice. The time to differentiate your customer service strategy is now – and the cloud can help. View now to learn about cloud contact centers and how they can benefit your business.
Posted: 04 Apr 2013 | Published: 04 Apr 2013
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Seven Contact Center Trends You Can't Ignore
sponsored by Siemens Enterprise Communications
WHITE PAPER:
For customer service contact centers, it's critical to stay on top of the latest in technology and practices in order to provide your customers with the experience they expect. Check our this easy to read resource to discover 7 trends in contact center strategy, so that you can prepare your organization for what's to come
Posted: 29 Mar 2013 | Published: 31 Jan 2013
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Aberdeen Agent Desktop Optimization: Agents Can Finally Focus on the Customer whitepaper
sponsored by SAP America, Inc.
WHITE PAPER:
In the context of the contact center, being able to provide agents with insights needed to support and engage customers is critical to deliver a positive customer experience. And agent desktop optimization (ADO) initiatives help contact centers accomplish this objective by empowering agents. Continue on for insights.
Posted: 20 Mar 2013 | Published: 31 Oct 2012
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An Executive Guide to Video Communications
sponsored by Avaya
WHITE PAPER:
Connecting dispersed workforces, partners, and clients doesn't have to be such a challenge – especially when you have video conferencing on your side. View this whitepaper to learn the benefits of this easy-to-use, affordable collaboration tool!
Posted: 20 Feb 2013 | Published: 30 Jun 2011
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Social Media and the Contact Center (Avaya Trend Advisor)
sponsored by Avaya
WHITE PAPER:
By now, we're all aware of what a powerful force social media can be for a business – be it positive or negative. But how should your business address what's happening in social media? Read on to find out.
Posted: 15 Feb 2013 | Published: 31 Dec 2012
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The Mobile Collaboration Solution for Midsize Enterprises
sponsored by Avaya
WHITE PAPER:
As employee mobility increases, it becomes crucial to offer a secure, seamless, real-time collaboration experience regardless of where and when users are working – and which device they leverage. Read now to learn about an available solution that can solve the problem for you.
Posted: 13 Feb 2013 | Published: 30 Nov 2012
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An Executive Guide to Video Collaboration
sponsored by Avaya
WHITE PAPER:
Uncover the direct benefits that video collaboration offers and how it can help meet the challenges in today's globally dispersed, mobile workplace. Also learn more about deployment considerations and details of a solution that provides the communications capabilities you're looking for.
Posted: 08 Feb 2013 | Published: 31 Dec 2012
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Getting the Right "Blend" in your Contact Center
sponsored by Five9
WHITE PAPER:
Contact centers that offer both inbound and outbound capabilities have the ability to maximize revenue and optimize productivity. Read this white paper to learn more about a solution to help your business gain the most revenue. Find out some of the advantages provided by cloud-based call centers by reading this resource now.
Posted: 28 Jan 2013 | Published: 28 Jan 2013
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The Next-Generation Contact Center
sponsored by Aspect
WHITE PAPER:
Customers have more power than ever before in the buying process thanks to social media – experience can quickly be posted or tweeted, either boosting or slandering your brand reputation. Read this Forrester report to learn 6 features they recommend for future contact centers and a 4-step roadmap to better customer service.
Posted: 20 Dec 2012 | Published: 31 Oct 2012
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Optimising the collection Process
sponsored by Aspect
WHITE PAPER:
This white paper discusses optimization of the collections process, including risk management, list management, metrics, and more.
Posted: 19 Dec 2012 | Published: 19 Dec 2012
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From Workforce Management to Workforce Productivity
sponsored by Aspect
WHITE PAPER:
This white paper reveals the technologies that support workforce productivity and offers tips for choosing the right supplier.
Posted: 19 Dec 2012 | Published: 19 Dec 2012
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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
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Workforce Management in a contact centre
sponsored by Aspect
WHITE PAPER:
In order to remain competitive, you need exceptional, 24x7 customer service. Savvy companies are integrating contact center processes with workforce management practices in order to enhance their service strategies. Read this expert report to learn 9 key business processes and 6 technologies required for a successful initiative.
Posted: 18 Dec 2012 | Published: 30 Jun 2012
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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
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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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Bringing Social Media Interactions into the Contact Center
sponsored by Avaya
WHITE PAPER:
Think that leveraging a social media contact center strategy won't work for your business? You may want to check the facts. As this white paper explains, case studies of companies with successful social media strategies within their contact centers abound. Open this paper to discover the perhaps surprisingly significant business benefits.
Posted: 25 Oct 2012 | Published: 31 Dec 2011
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Best Practices in the Call Center: A Customer Touch-Point Methodology
sponsored by Oracle Corporation UK Ltd
WHITE PAPER:
One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions.
Posted: 10 Oct 2012 | Published: 10 Oct 2012
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Agile , Secure, Reliable: World-Class Customer Service in the Cloud
sponsored by Oracle Corporation
WHITE PAPER:
Businesses looking to reduce the costs of customer service should look to the cloud. A recent Frost and Sullivan study found that cloud-based contact centers can reduce TCO by 77% in the first year vs. on-premise systems. Read on to learn about a cloud-based customer service platform and the benefits it can provide your business.
Posted: 18 Sep 2012 | Published: 01 Sep 2012
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Customer Care in a Social World: Are We There Yet?
sponsored by Oracle Corporation
WHITE PAPER:
This paper explores and explains why the contact center is a key strategic focal point for customer engagement via social channels.
Posted: 21 Sep 2012 | Published: 01 Mar 2012
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ShoreTel Small Business Edition: Simple Communications That Grow With Your Business
sponsored by ScanSource & ShoreTel
WHITE PAPER:
Uncover the details of a unified communications (UC) system that provides powerful, feature-rich, scalable, productivity-boosting UC to small businesses at an affordable price point.
Posted: 07 Aug 2012 | Published: 31 Jul 2012
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Business Case for Integrated Unified Communications and Contact Center Solution
sponsored by ShoreTel
WHITE PAPER:
In this whitepaper, discover how using unified communications (UC) in your contact center can help you increase effective communications between employees and clients, which will improve your customer satisfaction, retention, and loyalty rates.
Posted: 08 Jun 2012 | Published: 30 Jun 2010
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FCR Done Right!
sponsored by Enkata Technologies
WHITE PAPER:
Access this white paper to learn how to build an operational FCR program without sacrificing your budget.
Posted: 26 Apr 2012 | Published: 26 Apr 2012
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