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WFM Software White Papers (View All Report Types)
 
Six Keys to Effective Chat Operations: Insights to Help Improve Your Business
sponsored by [24]7
WHITE PAPER: Today, customers expect highly capable chat, including the ability for it to seamlessly integrate other channels as needed. So getting it getting it right is critical to an effective omnichannel strategy. This paper summarizes common misperceptions about chat, and presents six key insights based on lessons learned.
Posted: 27 Jan 2016 | Published: 31 Dec 2015

[24]7

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.)

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.

Keeping Pace with the Consumer: What you Need to Deliver a Next-Generation Customer Experience
sponsored by Aspect
WHITE PAPER: This paper outlines key capabilities and top-line technical requirements to consider as you engage with IT to determine the best path forward to meet your customers’ demands. Continue reading to learn tips and techniques to keep pace with the consumer and deliver a next-generations customer experience.
Posted: 10 Aug 2010 | Published: 10 Aug 2010

Aspect

Making WFM Work: Best Practices and ROI Model
sponsored by Calabrio, Inc.
WHITE PAPER: There has been tremendous innovation in contact center workforce management (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: 31 Jan 2012 | Published: 24 Jan 2012

Calabrio, Inc.

It's Time to Fix Back-Office Operations
sponsored by Aspect
WHITE PAPER: Many organizations have been managing back-office operations the same way for years. In this white paper, learn how workforce optimization (WFO) suites can transform your operating model for back-office functions, and get a framework to create a more effective, efficient model.
Posted: 27 Feb 2014 | Published: 31 Dec 2013

Aspect

Kickstart DevOps: How to Get Everyone on Board for a Successful Transition
sponsored by New Relic
WHITE PAPER: This e-book explores some of the common barriers to DevOps adoption and how to navigate them for a successful implementation. Discover 4 key steps for starting your DevOps transformation and uncover helpful advice about developing your DevOps toolset for configuration management, performance monitoring, open source, and more.
Posted: 25 Jan 2017 | Published: 31 Dec 2014

New Relic

5 Ways to Get Your Team on Board for Rapid Mobile App Development
sponsored by AppGyver
WHITE PAPER: This white paper looks at 5 common objections against low-code, visual app development platforms and how organizations are succeeding with mobile app development. Discover how to facilitate a modern software lifecycle and enable rapid development for the age of digitalization.
Posted: 16 Mar 2017 | Published: 16 Mar 2017

AppGyver

The Buyer's Guide for Test Management Software
sponsored by QASymphony
WHITE PAPER: Explore the use of new, agile testing tools to address the increasing pace of innovation and blurred lines between QA and development. Discover tips for evaluating and integrating modern test management software and uncover 5 must-have features, including visual proof of testing, customized integrations, uninhibited workflow, and 2 more.
Posted: 24 Jan 2017 | Published: 31 Dec 2016

QASymphony

Top 5 Salesforce Integration Patterns and Best Practices
sponsored by MuleSoft
WHITE PAPER: This white paper explores how to leverage an integration platform to seamlessly incorporate your deployment of Salesforce. Uncover the 5 most common integration patterns, including data migration, aggregation, bi-directional synchronization, and 2 more.
Posted: 09 Feb 2017 | Published: 31 Dec 2014

MuleSoft
 
 
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