Keeping Your Workforce Connected by Cisco Systems, Inc
March 2008 - (Free Research) Keeping a workforce connected to people and to data anytime, anywhere, is a big step toward boosting operational efficiency. And it's an especially important step for small and medium-sized businesses (SMBs).
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Implementing a Telecommuting Program by Avaya, Inc
June 2008 - (Free Research) This paper examines the implementation of telecommuting capabilities, from an operations management perspective.
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Go Green with Home Agents by Avaya, Inc
June 2008 - (Free Research) This paper summarizes for contact center managers the facts and fiction regarding the environmental benefits of home agent programs.
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Extraordinary Customer Service by Avaya, Inc
June 2008 - (Free Research) Extraordinary Customer Service explores the contact center as a strategic part of your enterprise--where you can leverage differentiated services to provide a superior customer experience that can build brand loyalty and increase profits.
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Best Practices for Home Agents by Avaya, Inc
June 2008 - (Free Research) The best practices described in this paper do not necessarily apply to every telecommuter, virtual office worker, or home-based business -- those are more general topics than that of home agents.
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SingTel IP VPN - FSI Financial Services Institutions by Singapore Telecommunications Ltd
May 2008 - (Free Research) This white paper details how implementing an IP VPN solution within your enterprise can ensure that you are holding up your high level standard of service as well as keeping it secure, while also being able to increase your offerings.
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Contact Center Costs: The Case for Telecommuting Agents by Avaya, Inc
April 2008 - (Free Research) 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.
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Increase First Contact Resolution: The Key to Superior Support by Citrix Online-GotoAssist
July 2008 - (Free Research) John Ragsdale, VP of Research for SSPA makes a business case for improving first contact resolution and explain how it links to significantly reduced operating costs and increased customer loyalty.
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“SmartGridNet” Architecture for Utilities by Alcatel Lucent
May 2008 - (Free Research) This paper describes an evolutionary approach to an intelligent communications network ("SmartGridNet"), maximizing leverage of the existing asset base and minimizing capital and operations expenses.
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The Cold Truth about Customer Surveys by Verint Systems (Witness Actionable Solutions)
June 2008 - (Free Research) Customer feedback solutions use short, context-sensitive, dynamic surveys to capture information from customers across all channels of contact and these solutions allow the contact center to create and modify customer surveys themselves.
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Top 10 Tips on Getting Started with Speech Analytics by Verint Systems (Witness Actionable Solutions)
April 2008 - (Free Research) Adding speech analytics to your existing recording and quality monitoring platform can mine the captured interactions to provide you with greater insight into customer perceptions and agent behaviors — and the changes your business can make to enhance them.
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Speech Analytics - Best Practices and Customer Case Studies by Verint Systems (Witness Actionable Solutions)
April 2008 - (Free Research) This webcast explains speech analytics, a tool that gives organizations the ability tap into existing recorded customer interactions to gain actionable intelligence for improving business performance.
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