IT Management  >   Systems Operations  >   Systems Management  >   Contact Center Management  >  

WFM

RSS Feed    Add to Google    Add to My Yahoo!
WFMWhite Papers (View All Report Types)
 
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

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.

Best Practices for Knowledge Management
sponsored by KANA
WHITE PAPER: Implementing a knowledge management program in the contact center can improve the efficiency and quality of your services, optimize customer experience, reduce agent training costs, and increase job satisfaction. In this white paper, explore best practices for successful knowledge management implementation in the contact center.
Posted: 24 Jun 2014 | Published: 24 Jun 2014

KANA

Putting the contact center at the center of the customer experience
sponsored by Aspect
WHITE PAPER: Today's customers have more control of the conversation than ever before -- and your contact center must be equipped to deliver seamless interactions across a variety of channels, lest your customers take their business somewhere else. To do this, you need a comprehensive platform that enables anywhere, anytime service.
Posted: 04 Mar 2014 | Published: 31 Mar 2013

Aspect

Integrated vs. Unified: Five Reasons Why Contact Centers Must Get Unified
sponsored by Aspect
WHITE PAPER: This paper presents the main differences between integrated and unified contact centers, and gives five reasons why it is imperative for contact centers to adapt a unified solution. Read on to learn how adopting such a solution can increase productivity, decrease costs, and enhance the customer experience, thereby increasing customer loyalty.
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

Benchmarking in the contact center: Tips for managing what you measure
sponsored by Avaya
WHITE PAPER: Benchmarking projects are a great way for contact center organizations to improve their operations in order to reconcile competing demands from customers and the business. Read this white paper to learn best practices for executing a successful contact center benchmarking project.
Posted: 24 Oct 2012 | Published: 31 Dec 2010

Avaya

The Azzurri Contact Centre Leader Peer-to-Peer Opinion Exchange 2013
sponsored by Azzurri
WHITE PAPER: This white paper features a quantified report on UK contact centre leaders, and compares the results of those who have implemented a single multi-channel communications system and those who have not, to get a clear picture of what the barriers and benefits of this system may be.
Posted: 08 Oct 2013 | Published: 08 Oct 2013

Azzurri

What If Any Agent Could Take Any Call?
sponsored by KANA
WHITE PAPER: Good customer service involves leveraging policies, people, and technology to answer customer questions and solve problems with accuracy, speed, and consistency. Check out this paper for tips on how to relieve customer service pain points and get your agents able to answer calls with ease, and keep customers coming back time and time again.
Posted: 22 Jun 2012 | Published: 22 Jun 2012

KANA
 
 
Visit WhatIs.com - a knowledge exploration and self-education tool about information technology.
Browse by Report Type:
WFM White Papers | WFM Multimedia | WFM IT Downloads

About TechTarget:

TechTarget provides enterprise IT professionals with the information they need to perform their jobs - from developing strategy, to making cost-effective IT purchase decisions and managing their organizations' IT projects - with its network of technology-specific Web sites, events and magazines

All Rights Reserved, Copyright 2000 - 2014, TechTarget | Read our Privacy Statement