WHITE PAPER - This comprehensive white paper discusses the future of contact centers. From tools to strategy this paper covers all you need to know about ensuring that your customer service stays up to date.
Posted: May 15, 2012 | Published: May 15, 2012


Topics:  Call Center Management | Call Center Services | Call Center Software | Call Centers | Contact Center Services | Contact Center Software | Contact Centers | CRM | CRM Best Practices | CRM Software | Customer Service | Customer Service Best Practices

WHITE PAPER - This paper discusses first contact resolution and the offerings for measuring success with FCR.
Posted: April 26, 2012 | Published: April 26, 2012


Topics:  Call Center Management | Call Center Services | Call Center Software | Call Centers | Contact Center Management | Contact Center Software | CRM Analytics | CRM Analytics Software

WHITE PAPER - Read this paper to learn why an all-Internet Protocol (IP)-based contact center solution such as the SAP Business Communication Management (BCM) is attractive to administrators seeking to lower call costs, reduce hardware needs, and improve the operational performance of multiple centers and communication channels.
Posted: March 27, 2012 | Published: March 27, 2012


Topics:  Call Center Management | Call Center Software | Contact Center Management | Contact Center Software | CRM | CRM Best Practices | CRM Software | IP Contact Centers | IVR | SAP (Product)

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: March 1, 2012 | Published: March 1, 2012


Topics:  Call Center Management | Call Center Software | Call Centers | CRM | CRM Analytics Software | CRM Best Practices | CRM Software | Customer Service

WHITE PAPER - This white paper describes five tips and challenges for using Interactive Voice Response (IVR) systems.
Posted: January 20, 2012 | Published: January 18, 2012


Topics:  Call Center Management | Call Center Software | Call Centers | Contact Center Management | Contact Center Software | Contact Centers | CRM | CRM Software | Customer Satisfaction | Customer Service | Customer Service Best Practices | IVR

WHITE PAPER - This comprehensive white paper explores the call center landscape, details the benefits of hosted call centers along with the risks involved in cloud-based services.
Posted: September 16, 2011 | Published: September 16, 2011


Topics:  Call Center Management | Call Center Services | Call Center Software | Call Centers | Cloud CRM | Cloud Security

WHITE PAPER - This white paper presents the results of a total cost of ownership (TCO) analysis comparing premise-based and hosted contact center platforms.
Posted: August 8, 2011 | Published: August 8, 2011


Topics:  Call Center Management | Call Center Software | Capital Expenditures | Cloud CRM | Contact Center Management | Contact Center Services | Contact Center Software | TCO