Contact Center Management White Papers

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: There is added pressure for modern contact center agents, with customers armed to the teeth with devices to connect with businesses—from tweets to texts to phone calls. But with proper metrics to gauge performance and lead to instructive training, some of that pressure can be alleviated.

Posted: 25 Jan 2013 | Published: 25 Jan 2013

WHITE PAPER: Research shows that 90% of customer service decision-makers believe delivering quality service is paramount to success. But with tight budgets, businesses today need cost-effective ways of achieving higher service levels. Read on to learn how collaboration in your contact center can keep costs low while increasing service levels.

Posted: 06 Nov 2012 | Published: 30 Apr 2012

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

WHITE PAPER: Knowledge management can be a useful tool for improving the quality and efficiency of your contact center operations. This paper outlines a series of best practices to help you achieve maximum results from knowledge management within the contact center that will ultimately lead to better customer service, and higher revenues.

Posted: 21 Jun 2012 | Published: 21 Jun 2012

WHITE PAPER: In this whitepaper, discover how using unified communications (UC) in your contact center can help you increase effective communications between employees and clients, which will improve your customer satisfaction, retention, and loyalty rates.

Posted: 08 Jun 2012 | Published: 30 Jun 2010

WHITE PAPER: There has been tremendous innovation in contact center workforce management (WFM) over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.

Posted: 31 Jan 2012 | Published: 24 Jan 2012

WHITE PAPER: Read this white paper to learn what should be addressed when moving your contact center to the cloud including important security risks.

Posted: 31 Oct 2011 | Published: 28 Oct 2011

WHITE PAPER: Learn how the Cisco Unified Communications Manager Business Edition enables your employees to collaborate in the office or on the road from desk phones, PCs or Macs, mobile phones, business tablets, or any combination.

Posted: 28 Oct 2011 | Published: 28 Oct 2011

WHITE PAPER: This comprehensive white paper highlights six solutions to the issues support executives face on a daily basis.

Posted: 06 Oct 2011 | Published: 06 Oct 2011

WHITE PAPER: Learn how the Cisco Unified Communications Manager Business Edition enables your employees to collaborate in the office or on the road from desk phones, PCs or Macs, mobile phones, business tablets, or any combination.Now through Oct.29th 2011, US-based customers can buy one eligible Cisco Unified IP Phone and get another free.

Posted: 07 Sep 2011 | Published: 07 Sep 2011

WHITE PAPER: This overview examines the power of Speech Analytics technology to extend resources and expand knowledge.

Posted: 23 Jun 2011 | Published: 23 Jun 2011

WHITE PAPER: There has been tremendous innovation in contact center WFM over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.

Posted: 22 Jun 2011 | Published: 22 Jun 2011

WHITE PAPER: This white paper shows you how to build your business case and obtain approval for a new or upgraded contact center quality assurance and recording solution.

Posted: 21 Jun 2011 | Published: 21 Jun 2011

WHITE PAPER: What is "Speech Analytics," exactly, and why is it important? Find out how the latest wave of Speech Analytics offerings are used in call center communication today and what the benefits are.

Posted: 20 Jun 2011 | Published: 20 Jun 2011

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

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

WHITE PAPER: This paper explains how to move the contact center beyond operational efficiency to business effectiveness and provides best practices employed by businesses that already operate their contact centers as profit centers and touching on the technology that makes it possible. Read on to learn how to transform your contact center into a profit center.

Posted: 10 Aug 2010 | Published: 10 Aug 2010

WHITE PAPER: This paper presents the main differences between integrated and unified contact centers, and gives five reasons why it is imperative for contact centers to adapt a unified solution. Read on to learn how adopting such a solution can increase productivity, decrease costs, and enhance the customer experience, thereby increasing customer loyalty.

Posted: 10 Aug 2010 | Published: 10 Aug 2010

WHITE PAPER: UC can increase revenue and enhance customer relationships all while reducing costs, but developing a UC strategy can seem like a daunting task. In light of this, this paper outlines 7 things organizations should consider as they begin to develop a UC strategy. Read on to learn some helpful hints and strategies to ensure a successful UC deployment.

Posted: 10 Aug 2010 | Published: 10 Aug 2010

WHITE PAPER: In this white paper, we discuss eight IT-friendly software traits that minimize risk, maximize ROI, and encourage innovation. Although the focus of this paper is on contact center and web customer service software, the discussion is broad enough to be a valuable guide for any technology investment.

Posted: 07 May 2010 | Published: 06 May 2010

WHITE PAPER: In this paper, Tim Montgomery, a highly regarded industry consultant, speaker and author explores new ideas on ways every call center can keep up with new customer demands.

Posted: 20 May 2008 | Published: 19 May 2008

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