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SIP contact centers: Key benefits and potential challenges
sponsored by SearchSecurity.com
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

SearchSecurity.com

The Hidden ROI of a Cloud-based Contact Center
sponsored by Five9
ANALYST REPORT: Access this report from Aberdeen Group to examine some of the top business drivers for cloud-based contact centers. You'll also explore the benefits that the cloud offers contact centers, and how it improves customer experience over traditional call center deployments.
Posted: 30 Sep 2013 | Published: 31 Jan 2013

Five9

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.)

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

Infor WFM Workbrain

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

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

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

The Top 9 Ways to Improve Customer Loyalty and Engagement
sponsored by Allegiance
WHITE PAPER: Customer loyalty is a critical way to retain more of your customers and grow your business faster. Explore these nine principles to foster a culture of greater loyalty and engagement and you will see immediate profits.
Posted: 10 Jan 2008 | Published: 01 Dec 2007

Allegiance

Contact Centers for Dummies
sponsored by Avaya Inc.
BOOK: This guide provides a high-level approach to the different methodologies with lots of information not only on running contact centers, but also on implementing technology in contact centers in a profitable way.
Posted: 21 Nov 2008 | Published: 21 Nov 2008

Avaya Inc.

What If Any Agent Could Take Any Call?
sponsored by KANA
WHITE PAPER: Good customer service involves leveraging policies, people, and technology to answer customer questions and solve problems with accuracy, speed, and consistency. Check out this paper for tips on how to relieve customer service pain points and get your agents able to answer calls with ease, and keep customers coming back time and time again.
Posted: 22 Jun 2012 | Published: 22 Jun 2012

KANA
 
 
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