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WFM Software Reports
Increase Customer Service Agility With Cloud Contact Centers
sponsored by Genesys
WHITE PAPER: Despite its slow climb into the cloud and complexity-ridden journey along the way, the agility of CCIM is rapidly becoming a requirement to compete in the age of the customer. Learn how analysts uncovered ways CCIM can help improve customer satisfaction regardless of channel.
Posted: 12 Oct 2016 | Published: 15 Jul 2016


The Virtual Contact Center: Selection, Design, and Implementation
sponsored by Genesys
WHITE PAPER: Uncover an overview of VCCs, their strategic benefits, and examples of companies who have made the move and reaped benefits. Learn key areas of improvement and capabilities you need to get started on your VCC journey.
Posted: 13 Oct 2016 | Published: 13 Oct 2016


Is it time to reevaluate your workforce management tools?
sponsored by SearchBusinessAnalytics
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


The Essential Guide to Contact Center Modernization
sponsored by Genesys
WHITE PAPER: Modernizing your contact center is a layered and evaluative process. Learn now about ways to add new channels, integrate them, and find consistent vendors and solutions designed to enhance the customer experience.
Posted: 14 Oct 2016 | Published: 14 Oct 2016


Interactive Voice Response: Choosing the Right Strategy
sponsored by Genesys
WHITE PAPER: Your interactive voice response (IVR) system should grow and change with your business and its customer base. Learn how to keep your IVR current by adding self-service options, moving to a cloud platform, and more.
Posted: 13 Oct 2016 | Published: 13 Oct 2016


Taking Action on Legacy IVR -- Why it's critical for Customer Retention
sponsored by Genesys
WHITE PAPER: This white paper outlines how migrating from a legacy IVR can improve your customer retention strategy. Learn what to look for when considering migration options, when to turn to a cloud model, and innovations in next-generation IVR technology.
Posted: 14 Oct 2016 | Published: 14 Oct 2016


CRM Buyer’s Guide – 2011 Edition
sponsored by SearchCRM
EBOOK: Welcome to’s Buyer’s Guide. This directory was designed to be a valuable resource for those getting started with research or evaluating vendors in the CRM market.
Posted: 02 Jun 2011 | Published: 02 Jun 2011


Keeping Pace with the Consumer: What you Need to Deliver a Next-Generation Customer Experience
sponsored by Aspect
WHITE PAPER: This paper outlines key capabilities and top-line technical requirements to consider as you engage with IT to determine the best path forward to meet your customers’ demands. Continue reading to learn tips and techniques to keep pace with the consumer and deliver a next-generations customer experience.
Posted: 10 Aug 2010 | Published: 10 Aug 2010


10 Steps to a More Social Contact Center
sponsored by Oracle Corporation
EGUIDE: This expert e-guide reveals the actions you can take to manage social media contact more efficiently. Inside, Donna Fluss, founder of DMG Consulting, explains the benefits and limitations of workforce management systems for social media. Bonus: Discover the 10 steps to create a successful call center social media strategy.
Posted: 03 Feb 2016 | Published: 29 Jan 2016

Oracle Corporation

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.)
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