This white paper details five actual business rule management systems deployments, providing a before and after view for each credit and lending application. 

In today's unstable mortgage environment, the management of your loan documents, both paper and digital, has never proved more paramount. This brief paper outlines five common challenges associated with mortgage filing and offers up a five-step mortgage records management plan to help you save money and increase efficiency. 

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. 

Virtualisation has made disaster recovery planning more important than ever before. This ebook presents key findings concerning the implications of a disruption and offers best practices for properly protecting your virtual environment. 

Apple Macs are popping up more and more often in the workplace. But this presents a big issue: How to integrate Macs into a Windows system. Listen in to discover a solution. 

The service desk is the last place you should try to cut back. For external-facing organizations, quality support keeps customer loyalty and repeat business high and ensures that partners and suppliers can do business with you cost effectively. Read this white paper to discover the path to proper service desk consolidation and its many benefits. 

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. 

<p>Many organizations use call recording for regulatory compliance and risk management, but the workplace is growing more mobile by the minute. How can you extend this to mobile devices? Learn the importance of call recording for mobile communications and how to achieve this in your enterprise. </p> 

This paper discusses first contact resolution and the offerings for measuring success with FCR. 

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. 

Why is scripting so daunting to many IT pros? It's not an impossible skill to master - most people can master a simple system if they have the opportunity to practice.  This white paper introduces an identifiable pattern that virtually all Contact Centers follow and associates key elements of that pattern with the corresponding scripting code. 

This video explains how you can combine interactive voice response (IVR) and ACD systems into one that tracks calls, call waits and offers "self-service" options for callers with a long wait. Watch this now to see a detailed overview of this all-in-one system that will save your organization money. 

One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions.