Customer Call Center Management White Papers

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Speech Analytics: The Simple Definition
sponsored by Calabrio, Inc.
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

Calabrio, Inc.

3-2-1 Contact the Call Center
sponsored by TechTarget Customer Experience
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

TechTarget Customer Experience

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

Avaya Inc.

Converting Service Calls into Sales with Real-Time Offer Management
sponsored by SAP America, Inc.
WHITE PAPER: Banks, utilities, retailers, and the like are taking advantage of incoming calls and Web visits to make offers to existing customers. In this paper learn how with real-time offer management applications, can help leverage customer information.
Posted: 16 Sep 2008 | Published: 16 Sep 2008

SAP America, Inc.

Putting the contact center at the center of the customer experience
sponsored by Aspect
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

Aspect

Mobile Devices Reshaping the Customer Experience: Learn how a mobility strategy can drive innovation and add a competitive edge to your contact center
sponsored by Avaya
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

Avaya

Cloud Cover for the Call Center: Meeting Demands Intelligently and Efficiently
sponsored by Oracle Corporation
WHITE PAPER: This paper covers many of the complications and complexities of managing a call center. It explores the various solutions available and offers pros and cons to each of the options. It shows the positive financial impact picking the right choice can have.
Posted: 01 Mar 2012 | Published: 01 Mar 2012

Oracle Corporation

PBX Buying Guide: How to Choose the Right Phone System for Your Business
sponsored by Fonality Inc.
WHITE PAPER: While moving to an IP phone system will bring great advantages, the more options, features, functions and capabilities that are available, the more decisions the buyer has to make. That makes it crucial to thoroughly understand your needs before you buy. In this guide are seven steps to help in that process.
Posted: 16 Aug 2010 | Published: 16 Aug 2010

Fonality Inc.

Omni-Channel Customer Service Demands the Intelligent Contact Center
sponsored by KANA
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

KANA

Four Steps Toward Virtualising Your Contact Centre
sponsored by Genesys
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

Genesys