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The most successful contact centers are turning to leading-edge automated feedback solutions and developing processes to incorporate feedback into daily operations.
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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.
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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.
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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
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These top case studies highlight three UK insurance providers and their networking challenges with enhancing customer experience and increasing customer loyalty through better communication and end-user engagement, and how they found a solution that streamlined contact management and more.
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By reading this short white paper you will gain the knowledge you need to implement a successful customer service system. You will learn best practices for enhancing your customers experience and why cross pollinating your organization can be very helpful.
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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.
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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.
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This white paper will show you how taking a holistic approach to digital channels in the contact center and beyond and integrating them into your customer experience strategy allows you to transform the end-to-end customer journey and deliver consistent, seamless and personalized experiences across all channels, touchpoints and interactions.
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Employing home agents allows you to expand and improve your call center team. And they can be a form of insurance to keep your business running if disaster strikes. This white paper contains best practices for developing a Home Agents program.