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 - This paper discusses the strengths and weaknesses of a variety of analytic applications, how they can help your business, and why and how you should integrate these platforms for optimum performance.
Posted: April 26, 2012 | Published: February 1, 2011


Topics:  Analytic Applications Software | Contact Center Management | Contact Center Services | Contact Center Software | Contact Centers | Data Analytics | Text Analytics

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 - Read this white paper to get a framework, plan and recommended best practices for transforming your siloed contact centers into a multi-channel servicing environment.
Posted: January 20, 2012 | Published: January 18, 2012


Topics:  Call Center Management | Call Centers | Contact Center Management | Contact Center Software | Contact Centers | CRM | CRM Best Practices | Customer Satisfaction | Customer Service | Messaging Software | Social Networking | Web 2.0

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 - If your organization isn't on the cloud yet when it comes to customer service, then you may be severely disadvantaged. Competition for customer service is increasing and your company needs all the latest tools to stay ahead of the game. Read this white paper to learn how four contact centers adopted agile cloud-based computing technologies.
Posted: September 16, 2011 | Published: September 15, 2011


Topics:  Cloud Computing | Cloud CRM | Contact Center Management | Contact Center Services | Contact Center Software | Contact Centers | CRM | CRM Best Practices | CRM Services | CRM Software | Customer Loyalty | Customer Satisfaction | Customer Service | Customer Service Best Practices

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