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eContact Centers Reports
 
Cloud Contact Center Total Cost of Ownership
sponsored by Avaya TSG
WHITE PAPER: See the differences of cloud verses on premise contact center TCO. Access now to discover the quantitative, qualitative, impact of moving towards the cloud.
Posted: 28 Jun 2016 | Published: 31 Dec 2014

Avaya TSG

How one Organization Overcame Fault Communications
sponsored by IR
WHITE PAPER: By discovering insight to both causes and symptoms of poor voice quality, one leader in contact center solutions was able to efficiently restore theirs. Learn how to also achieve call visibility with intelligent alerting for incident management in unified communications.
Posted: 13 May 2016 | Published: 13 May 2016

IR

Call Center Tips to Optimize Agent Performance
sponsored by SearchCRM
EGUIDE: This E-Guide examines how Workforce management tools and other CEM technologies can help agents prioritize and meet performance standards.
Posted: 19 Jul 2013 | Published: 19 Jul 2013

SearchCRM

Contact Center: Mobile Apps and KPI to Boost Customer Satisfaction
sponsored by Five9
EGUIDE: In this expert e-guide, explore the emergence of mobile contact center apps for creating a better customer experience.   You'll also discover best practices for cutting through copious contact center data with key performance indicators (KPI).
Posted: 13 Mar 2014 | Published: 13 Mar 2014

Five9

What Happens When They are Gone?
sponsored by VoltDelta
WHITE PAPER: Access this helpful resource to learn what to ask when searching for a cloud-based contact center tools -- especially interactive voice response (IVR) technology. Discover the hidden "red flags" that signal you to dig a little deeper before selecting a final vendor for your cloud contact center initiatives.
Posted: 24 Oct 2013 | Published: 24 Oct 2013

VoltDelta

How Does Social Customer Service Affect Contact Centers?
sponsored by Oracle Corporation
EGUIDE: In this e-guide, our CRM experts discuss how social media is transforming the way contact centers work. Learn strategies and best practices for implementing a social media customer service plan in your contact center.
Posted: 22 Feb 2016 | Published: 11 Feb 2016

Oracle Corporation

Loss from Legacy Call Center Infrastructure
sponsored by Genesys
WHITE PAPER: Is your legacy call center infrastructure limiting your organization's ability to increase efficiencies, reduce costs, and raise productivity? What's the true cost of a legacy call center? Answer these questions now by consulting this exclusive infographic.
Posted: 04 Sep 2013 | Published: 04 Sep 2013

Genesys

As Multichannel Intensifies, Call Centers Get a Wake Up Call
sponsored by Zendesk
EGUIDE: The multi-channel mandate is forcing contact centers to make dramatic changes. From tools to knowledge, get expert advice to ensure your agents are fully prepared for any customer request, with tools such as customer listening posts, so that they can provide satisfying customer service.
Posted: 02 Mar 2016 | Published: 26 Feb 2016

Zendesk

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.

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
 
 
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