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Customer Self Support White Papers (View All Report Types)
 
IBM Named a Leader in 2014 Gartner Magic Quadrant for Horizontal Portals
sponsored by IBM
WHITE PAPER: This report from Gartner takes a look at the horizon portal solution vendors you should be aware of, providing an in-depth breakdown of the pros and cons of each.
Posted: 20 Jan 2015 | Published: 01 Oct 2014

IBM

WebSphere Portal Version 8.0 Reviewer's Guide
sponsored by IBM
WHITE PAPER: This whitepaper explains how IBM's WebSphere Portal and Web Content Manager supports socially infused, rich web experiences across multiple channels and pairs them with the right business applications and data, leading to competitive differentiation, customer loyalty, profitable growth and enhanced employee interactions.
Posted: 22 Jan 2015 | Published: 22 Jan 2015

IBM

Top 10 Ways to Use Help Desk to Build Your MSP Business
sponsored by N-able Technologies
WHITE PAPER: This informative resource provides 10 helpful suggestions for building a successful MSP business, starting with the help desk.
Posted: 28 Aug 2014 | Published: 28 Aug 2014

N-able Technologies

Cross-Channel Commerce: A Consumer Research Study
sponsored by Oracle Corporation
WHITE PAPER: The number of channels which consumers use to research and purchase products or services is growing. This white paper takes a look at a recent survey of consumer buying habits in regards to the number of channels they use when shopping and how businesses can provide a better experience across these channels for their customers.
Posted: 25 Apr 2011 | Published: 25 Apr 2011

Oracle Corporation

Making WFM Work: Best Practices and ROI Model
sponsored by Calabrio, Inc.
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

Calabrio, Inc.

5 Web Self-Service Pitfalls: What Every Contact Center Manager Must Know
sponsored by eGain Communications Corp.
WHITE PAPER: This paper discusses and analyzes 5 myths frequently encountered in the context of self-service strategies and implementations, and offers proven industry best practices to counter them. This paper will be a valuable resource for you as you develop, implement, and refine your customer self-service strategy.
Posted: 17 Feb 2010 | Published: 17 Feb 2010

eGain Communications Corp.

Three Best Practices for Today's Profitable Contact Centers: Three Best Practices for Contributing to the Bottom Line
sponsored by Avaya Inc.
WHITE PAPER: This white paper provides the three best practices for today's profitable contact centers.
Posted: 20 Jun 2008 | Published: 01 Feb 2005

Avaya Inc.

Improve Organizational Communications to Drive Business Results
sponsored by Cisco Systems, Inc.
WHITE PAPER: As an organization’s workforce becomes increasingly mobile and dispersed, its ability to survive and thrive depends on effective employee communications. Access this resource to learn about collaborative tools that enable increased productivity, business agility and competitive advantage.
Posted: 21 Oct 2011 | Published: 21 Oct 2011

Cisco Systems, Inc.

Making the Back Office Pay: Measuring and Increasing Productivity while Reducing Costs
sponsored by Aspect
WHITE PAPER: Understanding how to manage many different types of back-office tasks in the most consistent and efficient manner is a perplexing challenge. This paper will describe how automated workforce optimization is the solution. Continue reading to learn how to improve the customer experience while decreasing required staffing through predictive modeling.
Posted: 10 Aug 2010 | Published: 10 Aug 2010

Aspect

Meeting Customers Where They Are With Dynamic, Real-Time Mobile Engagement
sponsored by Kofax, Inc.
WHITE PAPER: This white paper to highlights a mobile engagement and analytics platform equipped with all the necessities to provide comprehensive, real-time self-service capabilities, ensure a top-notch customer experience.
Posted: 03 Apr 2014 | Published: 31 Jan 2014

Kofax, Inc.
 
 
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