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Enterprise Contact Centers White Papers (View All Report Types)
 
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

Best Practices for Delivering a Personalized Customer Experience
sponsored by Genesys
WHITE PAPER: This paper will discuss the changing nature of the customer experience; outline the need for and benefits of a multi-channel contact center; highlight the key drivers and challenges companies must consider as they embark on this approach; identify what to look for in a vendor partner; and offer best practices for success.
Posted: 11 Sep 2014 | Published: 11 Sep 2014

Genesys

Leveraging the Power of the Peloton to Lead Change
sponsored by Global Knowledge
WHITE PAPER: This white paper combines the concept of the peloton with one of the most widely accepted approaches for enabling change in organizations: John P. Kotter's 8 Steps for Enabling Change.
Posted: 26 Jul 2013 | Published: 19 Jul 2013

Global Knowledge

Customer Engagement - Transformation Services
sponsored by Hewlett-Packard Company
WHITE PAPER: Read this white paper to explore best practices for addressing 45 key contact center performance areas that, if enhanced, can help you increase revenue, increase customer satisfaction, optimize operating efficiency while lowering costs, and reduce errors and noncompliance rates.
Posted: 27 Dec 2012 | Published: 30 Nov 2012

Hewlett-Packard Company

Industry Credentials Insurance
sponsored by Azzurri
WHITE PAPER: These top case studies highlight three UK insurance providers and their networking challenges with enhancing customer experience and increasing customer loyalty through better communication and end-user engagement, and how they found a solution that streamlined contact management and more.
Posted: 02 Oct 2013 | Published: 02 Oct 2013

Azzurri

Contact Center Security: Moving to the True Cloud
sponsored by LiveOps
WHITE PAPER: Today, Cloud is one of the most talked about trends in the IT industry. It’s a paradigm many believe will have a widespread business impact. However, while the term “Cloud”is relatively new, one of the core components, distributed computing, is well-established.
Posted: 09 Dec 2010 | Published: 09 Dec 2010

LiveOps

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

Finally, a Simple Way to Deploy a Customer Contact Center
sponsored by Contactual (Now 8x8, Inc.)
WHITE PAPER: The goal of customer interaction is to provide consistent and efficient service across all areas of customer contact channels. In this paper we examine two alternatives: building a contact center in-house versus using an online service such as Contactual OnDemand Contact Center to interact efficiently with customers.
Posted: 11 Feb 2010 | Published: 11 Feb 2010

Contactual (Now 8x8, Inc.)

Speech Analytics: The Simple Definition
sponsored by Calabrio, Inc.
WHITE PAPER: What is "Speech Analytics," exactly, and why is it important? Find out how the latest wave of Speech Analytics offerings are used in call center communication today and what the benefits are.
Posted: 20 Jun 2011 | Published: 20 Jun 2011

Calabrio, Inc.

How Cloud-Based Contact Centers Improve Customer Experience
sponsored by Genesys
WHITE PAPER: In a recent survey, 60% of respondents said executives want to differentiate their organization based on customer experience management (CEM). In this technology adoption profile, explore current CEM trends -- including goals, strategies, and challenges -- as well as how to improve customer experience with the right contact center technologies
Posted: 04 Jun 2014 | Published: 31 Mar 2013

Genesys
 
 
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