Read this white paper to learn more about the future changes with contact centers and the best ways to prepare your organization for these changes. 

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. 

IRMC used VMware Virtual Desktop Infrastructure to virtualize its call center operations and support multiple call centers from a central data center, reducing IT costs while improving flexibility and competitiveness. 

As VoIP usage becomes widespread, enterprise users will become subject to many of the same security risks that have affected data networks. This report highlights some of the potential security problems associated with VoIP and address what measures can be taken to secure enterprise VoIP deployments. 

Voice over Internet Protocol is the future of enterprise telecommunications. Find out if VoIP is the right choice for your company right now. Discover the benefits VoIP has to offer and how to overcome potential pitfalls during deployment. 

The economic drivers for VoIP are catching the attention of CFOs, CIOs, and others involved in costs. Learn how to justify the costs of implementing VoIP and how to plan for its bandwidth. 

This tip guide features chapter 6 from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Access this resource now to learn how to align business process with customer relationship management (CRM) initiatives, tips for CRM strategy and how to effectively leverage the call center to improve customer loyalty. 

The right cloud computing solution makes it possible for call centers to eliminate barriers created by obsolete premise-based solutions, achieve customer service excellence and continue business success. Find out how inContact is helping hundreds of call centers greatly reduce costs while simultaneously increasing customer satisfaction levels. 

The market for workforce management (WFM) software in the contact center saw double-digit growth last year, but the technology still needs work, according to experts. In this e-guide you’ll explore the pros and cons of WFM. 

Access this resource for an overview of the configuration requirements that enforce calling privileges and call route selection, and discover how a voice policy is implemented. 

Is the C-suite really the best source of early leads that will convert to revenue for your company? New research from KnowledgeStorm unveils some surprising results that call this common conception into question, and should have technology marketers re-examining their lead targeting strategies. 

The Internet enables prospects to search for you rather than the other way around. You must place expertly crafted content wherever prospects might be searching. Marketers are leveraging a new methodology called Intelligent Content Strategy to attract more prospects that are looking for their solutions.