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May 22, 2013

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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 TOPICS: Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| CRM Services \| Desktop Applications Management \| Desktop Management

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 TOPICS: Bandwidth Management \| Business Processes \| Collaboration \| Contact Centers \| Customer Service \| IP Telephony \| Mobile Device Management \| Mobile Workers \| Remote Users \| Smart Phones \| Tablet PC \| Unified Messaging \| Unified Messaging Systems \| Videoconferences \| Web Conferences

SIP contact centers: Key benefits and potential challenges sponsored by NACR 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 TOPICS: Automatic Call Distribution Systems \| Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Center Software \| Contact Centers \| IP \| IP PBX \| SIP \| Social Networking \| Videoconferences \| Voice Communications Software \| VoIP

SAP Business Communications Management Rapid-Deployment Solution sponsored by SAP America, Inc. WHITE PAPER: See how SAP has combined SAP Business Communications Management with implementation services to help you quickly and predictably improve customer service and reduce operational costs in inbound contact centers. The all-IP contact-center solution works with SAP CRM to further increase customer service benefits. Posted: 24 Mar 2011 \| Published: 24 Mar 2011 TOPICS: Business Management \| Communications Systems \| Contact Centers \| CRM \| Customer Service \| IP Contact Centers \| IP Telephony \| SAP (Product)

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 TOPICS: Automatic Call Distribution Systems \| Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Center Software \| Contact Center Workforce Management \| Contact Center Workforce Management Software \| Contact Centers \| CRM \| IVR \| PBX \| VoIP

Contact Center Security: Moving to the True Cloud sponsored by LiveOps WHITE PAPER: Today, Cloud is one of the most talked about trends in the IT industry. It’s a paradigm many believe will have a widespread business impact. However, while the term “Cloud”is relatively new, one of the core components, distributed computing, is well-established. Posted: 09 Dec 2010 \| Published: 09 Dec 2010 TOPICS: Cloud Computing \| Contact Center Management \| Contact Centers \| Data Security \| Network Security \| Security Best Practices \| Security Systems

Consolidation 2.0: Consolidation Trends in Contact Center Technologies and Operations sponsored by CosmoCom, Inc. WHITE PAPER: This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment. Posted: 27 May 2008 \| Published: 01 Jan 2008 TOPICS: Automatic Call Distribution Systems \| Best Practices \| Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| Customer Satisfaction \| Outsourcing \| Unified Messaging

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 TOPICS: Call Centers \| Contact Center Management \| Contact Center Services \| Contact Centers \| CRM \| Customer Satisfaction \| Enterprise Applications Software \| Internet \| IP \| SOA \| Web Services

A more social contact center sponsored by Salesforce.com EGUIDE: In this expert e-guide, you will discover ways that contact centers are using social media channels to manage customer contact volume and the 10 steps to creating a call center social media strategy. Posted: 20 Mar 2012 \| Published: 20 Mar 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| Social Networking \| Web 2.0

Contact Center Costs: The Case for Telecommuting Agents sponsored by Avaya Inc. WHITE PAPER: This white paper addresses high labor costs that are inevitable with contact centers and how a telecommuting or home agent program can greatly reduce your labor cost while increasing productivity of your contact center. Posted: 16 Apr 2008 \| Published: 01 Apr 2008 TOPICS: Benefits \| Call Center Management \| Call Centers \| Contact Center Management \| Contact Centers \| Cost Benefit Analysis \| Mobile Workers \| Productivity \| Succession Planning \| Telecommuting

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