Productive Workforce
sponsored by Aspect
WHITE PAPER:
Many contact centers can't keep up with the demands of the "Consumer 2.0" due to outdated technologies and inefficient call center staffing. In this resource, discover how a workforce optimization strategy can help you improve customer experience and reduce cost per interaction.
Posted: 24 May 2013 | Published: 31 Mar 2013
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Cellular One
sponsored by Aspect
CASE STUDY:
Cellular One relied on inefficient technologies that required too much manual labor and resulted in sub-par customer interactions. In this case study, discover how they leveraged a single-platform strategy to drastically enhance their customer experience by combining workforce, quality and performance management capabilities with CRM technology.
Posted: 23 May 2013 | Published: 30 Apr 2013
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Keeping Pace with the Consumer
sponsored by Aspect
WHITE PAPER:
Customers are demanding high levels of service from a variety of new channels - channels that bring both risk and opportunity for CRM. This helpful whitepaper outlines the key capabilities of a next-generation contact center and explores the various tools you should consider for supporting a collaborative CRM initiative.
Posted: 23 May 2013 | Published: 31 Mar 2013
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Are Public Sector organisations embracing collaboration to provide more Seamless Service for the 24/7 citizen?
sponsored by Aspect
WHITE PAPER:
Modern contact centers are faced with customer demands for consistent, 24/7 service and support - even the public sector. This in-depth survey report delves into the challenges that public sector contact centers face, highlights the key trends that will affect customer interaction, and investigates the success rates of cost-savings initiatives.
Posted: 23 May 2013 | Published: 23 May 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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AVST Corporate Overview: Delivering Interoperable UC to Organizations of All Shapes and Sizes
sponsored by AVST
WHITE PAPER:
Uncover the multiple next-generation unified communications solutions available that can help boost and increase productivity without resorting to the "rip and replace" model.
Posted: 04 Apr 2013 | Published: 31 Oct 2012
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Winning the Customer Service Battle... In the Cloud
sponsored by Siemens Enterprise Communications
WHITE PAPER:
Poor customer service is a costly business practice. The time to differentiate your customer service strategy is now – and the cloud can help. View now to learn about cloud contact centers and how they can benefit your business.
Posted: 04 Apr 2013 | Published: 04 Apr 2013
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Seven Contact Center Trends You Can't Ignore
sponsored by Siemens Enterprise Communications
WHITE PAPER:
For customer service contact centers, it's critical to stay on top of the latest in technology and practices in order to provide your customers with the experience they expect. Check our this easy to read resource to discover 7 trends in contact center strategy, so that you can prepare your organization for what's to come
Posted: 29 Mar 2013 | Published: 31 Jan 2013
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Case Study: la Caixa - Bank takes customer and employee support to the next level
sponsored by Hewlett-Packard Company
CASE STUDY:
Spain's La Caixa bank wanted to expand into international markets, but reaching new customers meant amping up its customer service experience. Read this brief case study to discover how La Caixa chose a contact center outsourcing service to improve its customer experience management, boost its competitive position, and ultimately drive growth.
Posted: 27 Mar 2013 | Published: 30 Sep 2009
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Aberdeen Agent Desktop Optimization: Agents Can Finally Focus on the Customer whitepaper
sponsored by SAP America, Inc.
WHITE PAPER:
In the context of the contact center, being able to provide agents with insights needed to support and engage customers is critical to deliver a positive customer experience. And agent desktop optimization (ADO) initiatives help contact centers accomplish this objective by empowering agents. Continue on for insights.
Posted: 20 Mar 2013 | Published: 31 Oct 2012
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Network Evolution University: Video Conferencing and Collaboration
sponsored by SearchUnifiedCommunications.com
VIRTUAL ENVIRONMENT:
In this classroom, our experts examines how desktop video is enabling the focus on collaboration, best practices for using desktop video, and policies to manage its use and protect the network.
Posted: 19 Mar 2013 | Premiered: 19 Mar 2013
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Best practices for integrating your contact centre with salesforce.com
sponsored by ComputerWeekly.com
ANALYST REPORT:
Analyst group, Nucleus Research explores how companies can use technologies such as Genesys Connect to deliver more value from their service cloud investment
Posted: 11 Mar 2013 | Published: 11 Mar 2013
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An Executive Guide to Video Communications
sponsored by Avaya
WHITE PAPER:
Connecting dispersed workforces, partners, and clients doesn't have to be such a challenge – especially when you have video conferencing on your side. View this whitepaper to learn the benefits of this easy-to-use, affordable collaboration tool!
Posted: 20 Feb 2013 | Published: 30 Jun 2011
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Social Media and the Contact Center (Avaya Trend Advisor)
sponsored by Avaya
WHITE PAPER:
By now, we're all aware of what a powerful force social media can be for a business – be it positive or negative. But how should your business address what's happening in social media? Read on to find out.
Posted: 15 Feb 2013 | Published: 31 Dec 2012
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The Mobile Collaboration Solution for Midsize Enterprises
sponsored by Avaya
WHITE PAPER:
As employee mobility increases, it becomes crucial to offer a secure, seamless, real-time collaboration experience regardless of where and when users are working – and which device they leverage. Read now to learn about an available solution that can solve the problem for you.
Posted: 13 Feb 2013 | Published: 30 Nov 2012
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An Executive Guide to Video Collaboration
sponsored by Avaya
WHITE PAPER:
Uncover the direct benefits that video collaboration offers and how it can help meet the challenges in today's globally dispersed, mobile workplace. Also learn more about deployment considerations and details of a solution that provides the communications capabilities you're looking for.
Posted: 08 Feb 2013 | Published: 31 Dec 2012
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Getting the Right "Blend" in your Contact Center
sponsored by Five9
WHITE PAPER:
Contact centers that offer both inbound and outbound capabilities have the ability to maximize revenue and optimize productivity. Read this white paper to learn more about a solution to help your business gain the most revenue. Find out some of the advantages provided by cloud-based call centers by reading this resource now.
Posted: 28 Jan 2013 | Published: 28 Jan 2013
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The Next-Generation Contact Center
sponsored by Aspect
WHITE PAPER:
Customers have more power than ever before in the buying process thanks to social media – experience can quickly be posted or tweeted, either boosting or slandering your brand reputation. Read this Forrester report to learn 6 features they recommend for future contact centers and a 4-step roadmap to better customer service.
Posted: 20 Dec 2012 | Published: 31 Oct 2012
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Optimising the collection Process
sponsored by Aspect
WHITE PAPER:
This white paper discusses optimization of the collections process, including risk management, list management, metrics, and more.
Posted: 19 Dec 2012 | Published: 19 Dec 2012
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From Workforce Management to Workforce Productivity
sponsored by Aspect
WHITE PAPER:
This white paper reveals the technologies that support workforce productivity and offers tips for choosing the right supplier.
Posted: 19 Dec 2012 | Published: 19 Dec 2012
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Dying to Comply
sponsored by Aspect
WHITE PAPER:
In 2010 when Ofcom, the United Kingdom's regulatory authority for communications industries, revised their regulations regarding outbound calling, businesses were outraged. Companies feared that the revisions would hinder their success. Read on to learn how complying with these changes can actually lead to improved performance and productivity.
Posted: 18 Dec 2012 | Published: 31 Oct 2011
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Workforce Management in a contact centre
sponsored by Aspect
WHITE PAPER:
In order to remain competitive, you need exceptional, 24x7 customer service. Savvy companies are integrating contact center processes with workforce management practices in order to enhance their service strategies. Read this expert report to learn 9 key business processes and 6 technologies required for a successful initiative.
Posted: 18 Dec 2012 | Published: 30 Jun 2012
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Delivering a Superior Customer Experience
sponsored by Avaya
WHITE PAPER:
Research shows that 90% of customer service decision-makers believe delivering quality service is paramount to success. But with tight budgets, businesses today need cost-effective ways of achieving higher service levels. Read on to learn how collaboration in your contact center can keep costs low while increasing service levels.
Posted: 06 Nov 2012 | Published: 30 Apr 2012
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How Mobile Devices are Driving Innovations in Contact Centers
sponsored by Avaya
WHITE PAPER:
Failing to adopt a customer service strategy for mobile devices could put your business at a serious disadvantage. Gartner research suggests that 80% of companies will suffer revenue loss from the lack of customer support on mobile devices by 2013. Read this paper to learn how to utilize the opportunities mobility offers customer service.
Posted: 29 Oct 2012 | Published: 29 Oct 2012
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Supporting a Multichannel Contact Center
sponsored by Verint Systems
EGUIDE:
Consult this expert e-guide to uncover how you can provide customer support across multiple communication channels. Assisting customers efficiently is imperative to the reputation of your business. This e-guide covers best practices for managing multiple channels, so you can prepare for communication from every angle.
Posted: 13 Feb 2013 | Published: 13 Feb 2013
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