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Customer Care OutsourcingWhite Papers (View All Report Types)
 
Avaya Aura Contact Center Database Integration Wizard: Part Two, Data Exchange
sponsored by Global Knowledge
WHITE PAPER: In Part 2, Data Exchange, of this series on the Avaya Aura Contact Center Database Integration Wizard you will see how to use the SEND REQUEST and GET RESPONSE operations so that customer information collected during the call to the contact center system can be exchanged with a backend database.
Posted: 26 Jul 2013 | Published: 26 Jul 2013

Global Knowledge

Avaya Aura Contact Center Database Integration Wizard: Part One, Sending Data
sponsored by Global Knowledge
WHITE PAPER: In Part One: Sending Data, of this two-part series on the Avaya Aura Contact Center Database Integration Wizard (DIW), you will see how to integrate the Avaya Aura Contact Center with a backend database management system in order to to capture call information and store it in a database for reporting purposes.
Posted: 25 Jul 2013 | Published: 21 Jun 2013

Global Knowledge

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

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

Case Study: The Push For Simple, Cost-effective PCI Compliance
sponsored by Dell SecureWorks UK
WHITE PAPER: To avoid fines and meet an upcoming compliance deadline, call centre services provider, RESPONSE (Building Rewarding Relationships), needed to improve security. Read this paper to learn how the organisation secured an easily installed and managed security solution that could also be deployed in time to meet the looming deadline.
Posted: 18 Jul 2012 | Published: 16 Jul 2012

Dell SecureWorks UK

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

Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis
sponsored by inContact
WHITE PAPER: Today, the majority of North American contact centers today are supported by premise-based contact center and telephony systems. But there's another money-saving option for contact centers: third-party owned and operated hosted services. Before you decide which model to use, there's another factor you should consider: Total cost of ownership (TCO).
Posted: 06 May 2011 | Published: 06 May 2011

inContact

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

KANA

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

Seven Critical Capabilities to Demand From Your Cloud Contact Center Provider
sponsored by Aspect
WHITE PAPER: Delivering exceptional customer service today means having a flexible and reliable contact center, as well as all the tools your agents need to be successful. Many companies are looking to cloud contact center platforms to meet these requirements, but what should you look for in a cloud solution?
Posted: 04 Mar 2014 | Published: 31 Jan 2014

Aspect
 
 
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