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eContact CentersWhite Papers (View All Report Types)
 
Transforming Customer Experience in the New Digital World
sponsored by Genesys
WHITE PAPER: This white paper will show you how taking a holistic approach to digital channels in the contact center and beyond and integrating them into your customer experience strategy allows you to transform the end-to-end customer journey and deliver consistent, seamless and personalized experiences across all channels, touchpoints and interactions.
Posted: 01 Jul 2014 | Published: 01 Jul 2014

Genesys

Strategizing to Differentiate: 4 Steps to Virtualize your Contact Center
sponsored by Genesys
WHITE PAPER: Good customer service has become strategically important for companies, yet at the same time, many customer service professionals need to do more with less. Creating a virtual Contact Center environment allows companies to achieve both goals.
Posted: 07 Jul 2014 | Published: 03 Jul 2014

Genesys

Leverage Cloud-Based Contact Center Technologies to Deliver Great Customer Experiences
sponsored by Genesys
WHITE PAPER: In this white paper, explore the results of a survey from Forrester Research, Inc. to see how companies are dealing with contact center challenges and new technologies.
Posted: 14 Mar 2014 | Published: 31 Mar 2013

Genesys

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.

Avaya Users Deploy Best-in-Class Practices to Improve Contact Center Performance
sponsored by Avaya
WHITE PAPER: This exclusive paper examines how your organization can position itself to meet changing buyer needs by establishing best-in-class contact center programs. Read on and also discover 14 best practices that can ensure successful customer interactions.
Posted: 11 Nov 2013 | Published: 11 Nov 2013

Avaya

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.

Oracle Business Intelligence Applications Overview
sponsored by Oracle Corporation
WHITE PAPER: This paper explains how Oracle Business Intelligence (BI) Applications are complete, prebuilt BI solutions that deliver intuitive, role-based intelligence for everyone in an organization - from front line employees to senior management - that enable better decisions, actions, and business processes.
Posted: 22 Jan 2011 | Published: 22 Jan 2011

Oracle Corporation

Automating Your Call Center Feedback
sponsored by Mindshare Technologies
WHITE PAPER: The most successful contact centers are turning to leading-edge automated feedback solutions and developing processes to incorporate feedback into daily operations.
Posted: 05 Mar 2008 | Published: 04 Mar 2008

Mindshare Technologies

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
 
 
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