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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

Global Knowledge

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

inContact

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

Enkata Technologies

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

inContact

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

inContact

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

Enkata Technologies

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

inContact

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

SAP America, Inc.

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

SAP America, Inc.

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

CA Technologies.
 
 
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