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Leveraging the Power of the Peloton to Lead Change
sponsored by Global Knowledge
WHITE PAPER: This white paper combines the concept of the peloton with one of the most widely accepted approaches for enabling change in organizations: John P. Kotter's 8 Steps for Enabling Change.
Posted: 26 Jul 2013 | Published: 19 Jul 2013

Global Knowledge

Five Advantages of Mobile for Customer Service
sponsored by Salesforce
WHITE PAPER: Customers expect a seamless experience, regardless of where reps are located – making mobile more essential than ever. This whitepaper considers 5 reasons why mobile should be part of your service strategy.
Posted: 28 Aug 2014 | Published: 28 Aug 2014

Salesforce

The Hidden Secret to Great Customer Experience Scores
sponsored by Genesys
WHITE PAPER: This white paper shows you how to turn these touchpoints, which too often negatively impact CX, into your competitive advantage. Learn the secrets of managing the entire customer journey and you'll be able to increase efficiency and boost your customer scores.
Posted: 27 Oct 2014 | Published: 27 Oct 2014

Genesys

Customer Experience Exchange E-Zine: Issue 3
sponsored by SearchCRM
EZINE: In this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%.
Posted: 20 Mar 2012 | Published: 20 Mar 2012

SearchCRM

Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis
sponsored by inContact
WHITE PAPER: Today, the majority of North American contact centers today are supported by premise-based contact center and telephony systems. But there's another money-saving option for contact centers: third-party owned and operated hosted services. Before you decide which model to use, there's another factor you should consider: Total cost of ownership (TCO).
Posted: 06 May 2011 | Published: 06 May 2011

inContact

NJ 2-1-1 Success Story
sponsored by Five9
CASE STUDY: Read this brief case study to learn how NJ-2-1-1 implemented a cloud-based virtual contact center that successfully handled over 90,000 calls when 2012's Hurricane Sandy hit. Read on to discover the benefits they are enjoying from this system.
Posted: 26 Apr 2013 | Published: 26 Apr 2013

Five9

Benefits of Cloud-Based Communications
sponsored by Interactive Intelligence, Inc.
PRESENTATION TRANSCRIPT: This presentation transcript explores the options of moving your contact center applications and Unified Communications strategies to the cloud. Uncover the benefits and opportunities of cloud-based solutions and potential pain points, and get help deciding if the cloud is a good option for your organization.
Posted: 10 May 2012 | Published: 24 Apr 2012

Interactive Intelligence, Inc.

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

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

Deployment Flexibility
sponsored by Aspect
WHITE PAPER: In this white paper, explore two alternatives to traditional infrastructures: cloud deployments and managed services. Discover how managed services allow you to keep your contact center infrastructure on-premise without the burden of managing it, and how cloud deployments offer a scalable host solution with unparalleled flexibility.
Posted: 28 Feb 2014 | Published: 31 Oct 2013

Aspect
 
 
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