Call Center Management White Papers

WHITE PAPER: This white paper describes how Telerx, a global contact center outsourcing provider, embrace the methods that modern consumers are utilizing to share their opinions and turned raw data into valuable insight for their clients.

Posted: 20 Feb 2015 | Published: 31 Jan 2013

WHITE PAPER: Access this whitepaper to discover the 3 main funnel points for a successful sales strategy. Read on to find out how to calculate your campaign for success, and how to measure your call center metrics appropriately.

Posted: 01 Dec 2014 | Published: 01 Dec 2014

WHITE PAPER: The first step to wowing customers is an organised and efficient contact centre – but how can a business overcome legacy infrastructures to support customers? View this whitepaper now to learn about virtual contact centres, their benefits, and 4 essential steps to streamline your customer experience.

Posted: 13 Aug 2014 | Published: 13 Aug 2014

WHITE PAPER: 70% of customers report that they have ended a relationship due to poor customer service, a statistic that demands companies be at the top of their capabilities. View this in-depth whitepaper to discover an extensive 7 step guide to streamlining workforce efficiency, ultimately keeping customers happy.

Posted: 13 Aug 2014 | Published: 13 Aug 2014

WHITE PAPER: Customers expect a great end-to-end experience. Wherever work is accomplished in the enterprise, it's all part of the Customer Service Value Chain. Is your enterprise meeting this expectation? What about in the future?

Posted: 30 Jun 2014 | Published: 26 Jun 2014

WHITE PAPER: In order to respond to changing customer expectations, contact centers must evolve to an omni-channel, context-aware platform. In this white paper, get an in-depth look at the demands placed on the modern contact center, and the strategies and tools you can leverage to optimize customer interactions

Posted: 26 Jun 2014 | Published: 26 Jun 2014

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

WHITE PAPER: Find out how you can improve customer satisfaction, become more competitive and reduce the cost of acquiring and retaining loyal customers by investing more money in contact center technologies.

Posted: 17 Jun 2014 | Published: 31 Dec 2013

WHITE PAPER: To effectively engage with customers across a newly-broadened spectrum of channels, savvy organizations are looking to cloud-based contact centers. In this white paper, discover 10 best practices for deploying and managing cloud-based contact centers that will help you keep costs down, customers happy, and processes efficient.

Posted: 03 Jun 2014 | Published: 31 Jul 2012

WHITE PAPER: In this white paper, discover how to optimize your contact center processes with the help of new interaction channels such as social media, and make the most of interaction data to learn more about your customers and your company.

Posted: 07 Apr 2014 | Published: 31 Dec 2013

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

WHITE PAPER: If your customers cannot move smoothly across all channels, their experiences will suffer. Access this guide to learn how you can close the omni-channel customer experience gap and bring online visibility to your contact center.

Posted: 20 Mar 2014 | Published: 31 Aug 2013

WHITE PAPER: Companies across all industries are feeling pressure to improve the customer experience while reducing costs at the same time. However, most are not prepared to cost-effectively provide great, real-time. multi-channel customer experiences, due to outdated technology and processes.

Posted: 14 Mar 2014 | Published: 14 Mar 2014

WHITE PAPER: Today's customers have more control of the conversation than ever before -- and your contact center must be equipped to deliver seamless interactions across a variety of channels, lest your customers take their business somewhere else. To do this, you need a comprehensive platform that enables anywhere, anytime service.

Posted: 04 Mar 2014 | Published: 31 Mar 2013

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

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

WHITE PAPER: New social business solutions eliminate the traditional service trade-offs, providing an optimal combination of assisted peer-to-peer support communities, call deflection, selective escalation and productivity-enhancing collaboration. The result? Reduced call volume and faster resolution times, happier customers and lower costs.

Posted: 18 Feb 2014 | Published: 18 Feb 2014

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

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

WHITE PAPER: This resource details the opportunities that mobility presents for contact centers, and offers guidance to help you weave these opportunities into a strategy that empowers you to capitalize on mobile benefits and sharpen your competitive edge.

Posted: 19 Jun 2013 | Published: 31 Dec 2012

WHITE PAPER: Customers want to use social media, video, instant messaging and more to contact you - and they want to do it quickly. In this resource, check out seven key trends that are driving effectiveness in the contact center.

Posted: 31 May 2013 | Published: 30 Apr 2013

WHITE PAPER: Contact centers can't live in the past. This three-part handbook offers insight into how contact centers can modernize an agent's tools to meet the demands and needs of customers whose mobile and social empowerment has put companies in the virtual hot seat.

Posted: 31 Jan 2013 | Published: 31 Jan 2013

WHITE PAPER: Failing to adopt a customer service strategy for mobile devices could put your business at a serious disadvantage. Gartner research suggests that 80% of companies will suffer revenue loss from the lack of customer support on mobile devices by 2013. Read this paper to learn how to utilize the opportunities mobility offers customer service.

Posted: 29 Oct 2012 | Published: 29 Oct 2012

WHITE PAPER: Benchmarking projects are a great way for contact center organizations to improve their operations in order to reconcile competing demands from customers and the business. Read this white paper to learn best practices for executing a successful contact center benchmarking project.

Posted: 24 Oct 2012 | Published: 31 Dec 2010

WHITE PAPER: This paper explores and explains why the contact center is a key strategic focal point for customer engagement via social channels.

Posted: 21 Sep 2012 | Published: 01 Mar 2012