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Create a Business Continuity Plan for the Contact Center
sponsored by Genesys
WHITE PAPER: Companies today need to have a business continuity plan that covers more than minor application downtime -- they need to be ready for the very real possibility of natural or man-made disasters. How prepared is your contact center for disaster? Find out in this white paper.
Posted: 23 Jul 2014 | Published: 23 Jul 2014

Genesys

4 Steps to a Virtualized Contact Centre
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 Centre environment allows companies to achieve both goals.
Posted: 07 Jul 2014 | Published: 03 Jul 2014

Genesys

Comparing the Total Cost of Ownership of TDM and SIP Contact Centres
sponsored by Genesys
WHITE PAPER: Are you paying too much to run your ACD/PBX based Contact Centre? Does your traditional hardware-based infrastructure stand in your way when trying to offer new services? Are you locked into a vendor with a proprietary platform? Get this white paper on Comparing the Total Cost of Ownership of TDM and SIP Contact Centre.
Posted: 03 Jul 2014 | Published: 30 Nov 2012

Genesys

Reduce Costs and Improve Customer Service with Workload Management
sponsored by Genesys
ANALYST REPORT: BPM, CRM, and contact center management applications aren't designed to manage manual work or dynamically adjust priorities based on incoming requests. In this Frost & Sullivan white paper, learn how an Enterprise Workload Management Solution complements existing systems to overcome these issues for reduced costs and improved customer service.
Posted: 02 Jul 2014 | Published: 31 May 2013

Genesys

Workload Management Tackles Customer Support Challenges
sponsored by Genesys
ANALYST REPORT: Based on Frost & Sullivan's recent analysis of the workload management market, Genesys won the 2013 Global Frost and Sullivan award for Technology Innovation in Workload Management.
Posted: 01 Jul 2014 | Published: 31 Dec 2013

Genesys

The Future of Work: Exceed Customer Expectations with Workload Management
sponsored by Genesys
WHITE PAPER: Customers expect a great end-to-end experience, whether work is accomplished in the enterprise or in the back office, it's all part of the Customer Service Value Chain. Is your enterprise meeting this expectation? What about in the future?
Posted: 30 Jun 2014 | Published: 26 Jun 2014

Genesys

The Knowledge Base of the Future: Five Cutting-Edge Ideas You Can Implement Now
sponsored by KANA
WHITE PAPER: Building a reliable, extensive knowledge base is essential for delivering relevant, efficient customer experiences. It helps employees access information faster and enables customers to serve themselves. View this white paper to uncover five cutting-edge ideas to help you build a next-gen knowledge base.
Posted: 26 Jun 2014 | Published: 26 Jun 2014

KANA

Omni-Channel Customer Service Demands the Intelligent Contact Center
sponsored by KANA
WHITE PAPER: In order to respond to changing customer expectations, contact centers must evolve to an omni-channel, context-aware platform. In this white paper, get an in-depth look at the demands placed on the modern contact center, and the strategies and tools you can leverage to optimize customer interactions
Posted: 26 Jun 2014 | Published: 26 Jun 2014

KANA

Initiatives for Improved Customer Experience
sponsored by IBM
EGUIDE: Uncover the 10 steps to improving the customer experience, and find out how customer experience, engagement and loyalty can help you "measure" how happy your customers are.
Posted: 26 Jun 2014 | Published: 26 Jun 2014

IBM

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

Performance Improvement In The Contact Centre
sponsored by Cisco
WHITE PAPER: Find out how you can improve customer satisfaction, become more competitive and reduce the cost of acquiring and retaining loyal customers by investing more money in contact center technologies.
Posted: 17 Jun 2014 | Published: 31 Dec 2013

Cisco

How-To Guide: Top Ways to Optimize Your Contact Center Investment
sponsored by Cisco
WHITE PAPER: Find out what you need to know to ensure your contact center runs to the best of its ability.
Posted: 16 Jun 2014 | Published: 31 Dec 2013

Cisco

Preserve Customer Experience Consistency and Loyalty in a Multi-Sourced Contact Center
sponsored by Genesys
WHITE PAPER: Many organizations are taking a multi-sourcing approach to contact center services, but it doesn't come without its risks -- what should you look out for? Find out in this white paper, and learn how you can avoid the perils of lackluster service and disappointing cost savings with a common hosted contact center platform.
Posted: 05 Jun 2014 | Published: 05 Jun 2014

Genesys

Five Simple Strategies to Make Your Contact Center a Success
sponsored by Genesys
WHITE PAPER: View this informative white paper to learn how to cost-effectively increase the level of service in your contact center with the right technology. Discover five best practices to make your call center a success.
Posted: 03 Jun 2014 | Published: 03 Jun 2014

Genesys

Deploying a Contact Center in the Cloud - A Guide to Best Practices
sponsored by Genesys
WHITE PAPER: To effectively engage with customers across a newly-broadened spectrum of channels, savvy organizations are looking to cloud-based contact centers. In this white paper, discover 10 best practices for deploying and managing cloud-based contact centers that will help you keep costs down, customers happy, and processes efficient.
Posted: 03 Jun 2014 | Published: 31 Jul 2012

Genesys

Improve Your Customer Experience and Call Center with Mobile Applications
sponsored by Genesys
WHITE PAPER: Many organizations still treat mobile channels the same as traditional channels. As a result, they have yet to reap the full benefits of mobility. Ensure that doesn't happen to your company by reading this informative white paper on integrating mobile applications into your customer service and contact center operations.
Posted: 02 Jun 2014 | Published: 02 Jun 2014

Genesys

The Mixed Blessings of Contact Center Automation
sponsored by SearchCRM
EBOOK: Contact center technologies ease customer frustration with call center inefficiency, but they don't replace the human touch.
Posted: 28 May 2014 | Published: 28 May 2014

SearchCRM

Insuring Customer Satisfaction at Star Union Dai-ichi Life Insurance
sponsored by Microsoft India
PRESENTATION: Star Union Dai-ichi Life Insurance (SUD) of India was hampered by a restrictive call management system (CMS). In this resource, discover how SUD overhauled their legacy call management system with a new CRM suite that extended their CMS to all touchpoints.
Posted: 23 May 2014 | Published: 19 Feb 2014

Microsoft India

Multichannel Contact Centers: Metrics and Realities
sponsored by Five9
EGUIDE: This expert e-guide discusses the new multichannel realities of the contact center and explores how technologies have started to reflect these changes, as well as tips for benchmarking these new metrics. While there is no agreed-upon industry standard for call center metrics, you can review 11 of the most important ones inside.
Posted: 03 Jun 2014 | Published: 03 Jun 2014

Five9

Contact Center Metrics and Performance Management
sponsored by Five9
EGUIDE: This expert e-guide provides tips and best practices for working with new contact center metrics to ensure customer satisfaction through every communication channel. Learn how to determine and implement a set of key performance indicators (KPIs) for new channels such as mobile and social media, as well as how to formalize CCPM for optimum results.
Posted: 21 May 2014 | Published: 21 May 2014

Five9

New Analytics Approach Needed for Contact Center Success
sponsored by Five9
EGUIDE: This exclusive e-guide features advice from experts on how to take your contact center from good to great with the right metrics for success. You'll also learn how to make better use of the large amounts of social data that are entering CRM systems with the right analytics approach.
Posted: 21 May 2014 | Published: 21 May 2014

Five9

Make the most of customer interactions in the contact center
sponsored by Calabrio, Inc.
WHITE PAPER: In this white paper, discover how to optimize your contact center processes with the help of new interaction channels such as social media, and make the most of interaction data to learn more about your customers and your company.
Posted: 07 Apr 2014 | Published: 31 Dec 2013

Calabrio, Inc.

Three Tips for Measuring Voice in the Sea of Big Data
sponsored by Calabrio, Inc.
WHITE PAPER: This resource explores why the contact center has remained a highly untapped source of customer insight, explains how recent advances are giving organizations the power to analyze voice interactions, and counts down three essential success factors that you should consider.
Posted: 03 Apr 2014 | Published: 03 Apr 2014

Calabrio, Inc.

Advanced Technologies Key to Next-Gen Contact Centers
sponsored by LogMeIn, Inc.
EGUIDE: Access this helpful e-guide to learn how to improve customer experience by equipping contact center agents with the right tools and technologies. Discover why Forrester Research analyst Art Schoeller recommends an "outside-in approach" to acquiring new contact center technologies, and explore his key considerations for adopting new tools
Posted: 27 Mar 2014 | Published: 27 Mar 2014

LogMeIn, Inc.

A More Social Contact Center
sponsored by LogMeIn, Inc.
EGUIDE: This expert e-guide describes the importance of developing a formal social media strategy and leveraging WFM software to manage social media contact center volume. Also, see what's on Comcast Corp.'s 10-step "cheat sheet" for building a social call center strategy.
Posted: 25 Mar 2014 | Published: 25 Mar 2014

LogMeIn, Inc.
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