Cisco Unified Communications Manager Express
sponsored by Global Knowledge
WHITE PAPER:
Unified Communications has gained status as a widely adopted way of communicating. This technology brings an incredible feature set to even smaller business entities. For small-to-medium sized companies, the Cisco Communications Manager Express, or CUCME, can enable business-class telephony with lower operational costs.
Posted: 18 Jun 2013 | Published: 21 May 2013
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Cisco Unified Communications Manager
sponsored by Global Knowledge
WHITE PAPER:
Unified Communications has gained status as a widely adopted way of communicating. This technology brings an incredible feature set to even smaller business entities. For most companies, the Cisco Communications Manager Express, or CUCM, can enable comprehensive voice communications with a wealth of advanced features.
Posted: 18 Jun 2013 | Published: 28 May 2013
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Webinar: Why BPO American Support Chose a Cloud Contact Center
sponsored by Five9
VIRTUAL SEMINAR:
In this in-depth webcast, discover the top seven reasons why American Support, a leading outsourced contact center company, chose the cloud for their contact center and explore the benefits they currently experience from this strategy. Also, learn the most important questions to ask a cloud provider when looking into cloud technology.
Posted: 18 Jun 2013 | Premiered: 11 Jun 2013
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Blended interaction : For Inbound and Outbound
sponsored by Aspect
WHITE PAPER:
Finding a way to unify, streamline, and simplify communication between employees and customers is key to great customer experience. This resource explores how blended interaction leverages modern enterprise technologies to connect call center agents, consumers, and knowledge workers through a multitude of channels.
Posted: 28 May 2013 | Published: 30 Apr 2013
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Siemens EMEA support organization enhances quality and productivity with Aspect
sponsored by Aspect
CASE STUDY:
Siemens PLM software struggled with disparate contact centers across multiple countries. Check out this brief case study to explore how Siemens leveraged a customer contact application to unite all incoming and outgoing customer interaction, as well as support unified communications and collaboration amongst its entire workforce.
Posted: 28 May 2013 | Published: 31 Mar 2013
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Overhauling a Legacy Contact Center: Starting Steps
sponsored by Five9
EGUIDE:
Overhauling legacy contact center technology is often costly and time-consuming, but it doesn't have to be. This expert e-guide offers advice on deciding when it's time to upgrade your contact center, making the business case for an overhaul, and important change management considerations.
Posted: 10 May 2013 | Published: 10 May 2013
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Cost-Saving Tips for Contact Centers
sponsored by Five9
EGUIDE:
For service organizations looking to cut costs, the contact center is the go-to department, seeing as it often has high staffing counts within the company. Check out this expert e-guide to learn how you can effectively identify opportunities and decrease spending in your contact center, without sacrificing customer experience.
Posted: 10 May 2013 | Published: 10 May 2013
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Navy Federal Credit Union becomes trusted advisor with Infor
sponsored by Infor
CASE STUDY:
Providing your customers with accurate, timely, pertinent information is the cornerstone of success for any client-based business. Check out this brief case study to lean how Navy Federal Credit Union implemented a cross-servicing platform to monitor customer interactions and provide more relevant services and information to their clients.
Posted: 01 May 2013 | Published: 31 Dec 2012
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Unified Communication Manager - Class of Service
sponsored by Global Knowledge
WHITE PAPER:
This whitepaper unveils how Class of Service within Cisco's Unified Communication Manager can help you control which phone numbers can be called by particular devices. View now to learn how this simple, flexible solution can be effective in numerous situations.
Posted: 14 Feb 2013 | Published: 14 Feb 2013
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Contact Center Consumer Preference eBook
sponsored by Avaya
EBOOK:
You need to deliver a positive experience without sacrificing profitability—which requires balancing the needs of your customers with the realities of your business. Gain insight from a recent study to discover what today's consumers think about contact centers. In this eBook we will build on these insights and evaluate the results.
Posted: 11 Feb 2013 | Published: 11 Feb 2013
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Delivering a Personalized Experience: the Multichannel Contact Center
sponsored by Avaya
WHITE PAPER:
Whether your goal is to provide the best customer experience possible, increase sales, or reduce costs, the multichannel contact center delivers. Because customers want – and demand – access to customer service and support via their channel or media of choice, supporting a voice-only channel is no longer an option.
Posted: 11 Feb 2013 | Published: 11 Feb 2013
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3-2-1 Contact the Call Center
sponsored by SearchCRM
WHITE PAPER:
Contact centers can't live in the past. This three-part handbook offers insight into how contact centers can modernize an agent's tools to meet the demands and needs of customers whose mobile and social empowerment has put companies in the virtual hot seat.
Posted: 31 Jan 2013 | Published: 31 Jan 2013
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The Inner Circle Guide to Cloud-Based Contact Center Solutions
sponsored by Five9
WHITE PAPER:
Consult this white paper to help determine if you're ready to make the transition to a cloud-based contact center. It outlines the many positive factors driving the uptake of cloud-based solutions, including, financial, functional, operational and strategic. Learn more about cloud-based contact centers by reading this white paper now.
Posted: 28 Jan 2013 | Published: 28 Jan 2013
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New World of Customer Expectations
sponsored by Five9
WHITE PAPER:
Today, customers are expanding their use of social networks and self-service is an important aspect of resolving issues. Consult this white paper to learn more about the business benefits of migrating and integrating your customer relationship management (CRM) solutions to the cloud.
Posted: 25 Jan 2013 | Published: 25 Jan 2013
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Is it time to reevaluate your workforce management tools?
sponsored by ClickSoftware
EGUIDE:
Workforce management (WFM) tools are no longer a nice-to-have. In order to be successful in today's mobile, global market you need WFM practices that keep your business running smoothly. Access this e-guide to discover why legacy WFM tools are falling short and learn key factors to consider when upgrading your WFM system.
Posted: 20 Feb 2013 | Published: 20 Feb 2013
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Why a Call Centric CRM?
sponsored by CallPro CRM
WHITE PAPER:
Is your current customer relationship management (CRM) software negatively impacting your selling potential? Many of the CRM software options today have lost focus on their primary users – sales professionals – and are actually decreasing sales activity. Read on to learn how a call-centric CRM strategy can alleviate this challenge.
Posted: 23 Aug 2012 | Published: 01 Aug 2012
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Six Best Practices for Agent Knowledge Management
sponsored by KANA
WHITE PAPER:
Knowledge management can be a useful tool for improving the quality and efficiency of your contact center operations. This paper outlines a series of best practices to help you achieve maximum results from knowledge management within the contact center that will ultimately lead to better customer service, and higher revenues.
Posted: 21 Jun 2012 | Published: 21 Jun 2012
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STOP LOOKING! THE FCR SILVER BULLET IS ALREADY HERE
sponsored by Enkata Technologies
WHITE PAPER:
This paper discusses first contact resolution and the offerings for measuring success with FCR.
Posted: 26 Apr 2012 | Published: 26 Apr 2012
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Speech Analytics: Best Practices for Analytics-Enabled Quality Assurance
sponsored by Calabrio, Inc.
WHITE PAPER:
This white paper provides tips and best practices for succeeding with speech analytics and using it to enhance your quality assurance (QA) process.
Posted: 12 Apr 2012 | Published: 12 Apr 2012
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Cloud Cover for the Call Center: Meeting Demands Intelligently and Efficiently
sponsored by Oracle Corporation
WHITE PAPER:
This paper covers many of the complications and complexities of managing a call center. It explores the various solutions available and offers pros and cons to each of the options. It shows the positive financial impact picking the right choice can have.
Posted: 01 Mar 2012 | Published: 01 Mar 2012
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SIP contact centers: Key benefits and potential challenges
sponsored by NACR
EGUIDE:
Learn how Session Initiation Protocol (SIP), unified communications (UC) and contact centers fit hand in hand in this e-guide from SearchUnifiedCommunications.com.
Posted: 24 Feb 2012 | Published: 24 Feb 2012
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UCB Gains Efficiencies and Realizes Lower TCO with CallCopy Call Recording
sponsored by NACR
CASE STUDY:
Uncover why a implementing a CallCopy recording solution that is easy to use, search, update, support and maintain can offer a lower TCO than other solutions, as well as fulfilling all your call recording needs.
Posted: 10 Feb 2012 | Published: 10 Feb 2012
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Apply the power of CRM to build customer loyalty
sponsored by Infor CRM
EGUIDE:
This tip guide comes straight from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Read on to learn how to utilize today's technologies for enhancing customer relationship management (CRM) strategies.
Posted: 08 Feb 2012 | Published: 07 Feb 2012
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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
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Pros and cons of WFM in the call center
sponsored by Infor WFM Workbrain
EGUIDE:
The market for workforce management (WFM) software in the contact center saw double-digit growth last year, but the technology still needs work, according to experts. In this e-guide you’ll explore the pros and cons of WFM.
Posted: 09 Jan 2012 | Published: 05 Jan 2012
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