Enterprise Contact Centers White Papers

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May 26, 2012

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Enterprise Contact Centers

Enterprise Contact Centers White Papers (View All Report Types)

Avaya Aura Contact Center Scripting Demystified sponsored by Global Knowledge WHITE PAPER: Why is scripting so daunting to many IT pros? It's not an impossible skill to master - most people can master a simple system if they have the opportunity to practice. This white paper introduces an identifiable pattern that virtually all Contact Centers follow and associates key elements of that pattern with the corresponding scripting code. Posted: 18 May 2011 \| Published: 18 May 2011 TOPICS: Contact Centers \| Help Desk Management \| Help Desks \| Scripting \| Scripting Languages \| Service Creation \| Service Creation Tools \| Text Editors

Building the Contact Center of the Future sponsored by inContact WHITE PAPER: This comprehensive white paper discusses the future of contact centers. From tools to strategy this paper covers all you need to know about ensuring that your customer service stays up to date. Posted: 15 May 2012 \| Published: 15 May 2012 TOPICS: Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| Contact Center Services \| Contact Center Software \| Contact Centers \| CRM \| CRM Best Practices \| CRM Software \| Customer Service \| Customer Service Best Practices

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 TOPICS: Call Center Management \| Call Center Services \| Call Centers \| Contact Center Management \| Contact Centers \| CRM Analytics \| CRM Best Practices \| Customer Service Best Practices

Transforming the Customer Experience: How Four Contact Centers Did It Successfully sponsored by inContact WHITE PAPER: If your organization isn't on the cloud yet when it comes to customer service, then you may be severely disadvantaged. Competition for customer service is increasing and your company needs all the latest tools to stay ahead of the game. Read this white paper to learn how four contact centers adopted agile cloud-based computing technologies. Posted: 16 Sep 2011 \| Published: 16 Sep 2011 TOPICS: Cloud Computing \| Cloud CRM \| Contact Center Management \| Contact Center Services \| Contact Center Software \| Contact Centers \| CRM \| CRM Best Practices \| CRM Services \| CRM Software \| Customer Loyalty \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices

Best Practices for Transforming to a Multi-Channel Contact Center sponsored by inContact WHITE PAPER: Read this white paper to get a framework, plan and recommended best practices for transforming your siloed contact centers into a multi-channel servicing environment. Posted: 20 Jan 2012 \| Published: 20 Jan 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| CRM \| CRM Best Practices \| Customer Satisfaction \| Customer Service \| Messaging Software \| Social Networking \| Web 2.0

Speech, Performance, Desktop and Text Analytics The Case for Unified Analytics in the Contact Center sponsored by Enkata Technologies WHITE PAPER: This paper discusses the strengths and weaknesses of a variety of analytic applications, how they can help your business, and why and how you should integrate these platforms for optimum performance. Posted: 26 Apr 2012 \| Published: 26 Apr 2012 TOPICS: Analytic Applications Software \| Contact Center Management \| Contact Center Services \| Contact Center Software \| Contact Centers \| Data Analytics \| Text Analytics

Top 5 Ways to Make IVR Work For You and Your Customers sponsored by inContact WHITE PAPER: This white paper describes five tips and challenges for using Interactive Voice Response (IVR) systems. Posted: 20 Jan 2012 \| Published: 20 Jan 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| CRM \| CRM Software \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| IVR

A Total Cost of Ownership Analysis of SAP's Business Communications Management Solution sponsored by SAP America, Inc. WHITE PAPER: Read this paper to learn why an all-Internet Protocol (IP)-based contact center solution such as the SAP Business Communication Management (BCM) is attractive to administrators seeking to lower call costs, reduce hardware needs, and improve the operational performance of multiple centers and communication channels. Posted: 27 Mar 2012 \| Published: 27 Mar 2012 TOPICS: Call Center Management \| Call Center Software \| Contact Center Management \| Contact Center Software \| CRM \| CRM Best Practices \| CRM Software \| IP Contact Centers \| IVR \| SAP (Product)

Federal-Mogul Improves System Performance and Monitoring with SAP Solution Manager and SAP Enterprise Support sponsored by SAP America, Inc. WHITE PAPER: The SAP Solution Manager upgrade will provide Federal-Mogul’s SAP Competency Center the tools to improve the company’s system monitoring capabilities and increase its value to the business. Posted: 14 May 2012 \| Published: 14 May 2012 TOPICS: Application Monitoring \| Application Performance Management \| Applications Management \| IT Infrastructure \| IT Management \| IT Service Management \| Systems Management \| Systems Management Software

Reshaping IT for Unprecedented Productivity in a Consumer Driven Era sponsored by CA Technologies. WHITE PAPER: Success in the IT world requires the ability to exceed customer expectations on a regular basis, and, oftentimes, achieving this goal means enlisting the help of a modern service assurance strategy. Read this white paper to learn about the application capabilities a service assurance system should include and how you can implement one today. Posted: 07 May 2012 \| Published: 07 May 2012 TOPICS: Application Performance Management \| Business Service Management \| IT Management \| IT Management Services

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