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Benchmarking in the contact center: Tips for managing what you measure by Avaya December 31, 2010 - (Free Research) Benchmarking projects are a great way for contact center organizations to improve their operations in order to reconcile competing demands from customers and the business. Read this white paper to learn best practices for executing a successful contact center benchmarking project.  (WHITE PAPER) READ ABSTRACT |

Cloud-based Contact Center Software Gives Expert Planet the Edge by Five9 January 28, 2013 - (Free Research) View this white paper to learn more about the focus Expert Planet placed on cloud-based contact center from the beginning. It explores the development productivity gains and the greater efficiency achieved through Salesforce integration. Develop a better understanding of cloud-based benefits by reading this white paper now.  (WHITE PAPER) READ ABSTRACT |

Eight Essential Steps: Moving the Contact Center Beyond Operational Efficiency to Business Effectiveness by Aspect August 10, 2010 - (Free Research) This paper explains how to move the contact center beyond operational efficiency to business effectiveness and provides best practices employed by businesses that already operate their contact centers as profit centers and touching on the technology that makes it possible. Read on to learn how to transform your contact center into a profit center.  (WHITE PAPER) READ ABSTRACT |

First Contact Resolution by Pegasystems May 10, 2011 - (Free Research) Contact centers have perfected the art of tracking customer inquiries, but first contact resolution is still alluding them.  The key to solving the problem-- not just answering, but resolving the issue.  (EBOOK) READ ABSTRACT |

5 Ways to Optimize Your Workforce for Customer Contact in a Social Marketplace by Aspect August 11, 2011 - (Free Research) This white paper discusses how workforce, quality and performance management capabilities provide practical business processes and tools for effective staffing, monitoring, reporting, evaluation and coaching.  (WHITE PAPER) READ ABSTRACT |

International Cruise & Excursions, Inc. by Aspect March 2008 - (Free Research) ICE contact center staff had been using Excel spreadsheets to schedule agents, which was an inefficient and difficult practice, Since the agents are the primary drivers of the company's sales.  (CASE STUDY) READ ABSTRACT |

STOP LOOKING! THE FCR SILVER BULLET IS ALREADY HERE by Enkata Technologies April 2012 - (Free Research) This paper discusses first contact resolution and the offerings for measuring success with FCR.  (WHITE PAPER) READ ABSTRACT |

Delivering a Superior Customer Experience by Avaya April 2012 - (Free Research) Research shows that 90% of customer service decision-makers believe delivering quality service is paramount to success. But with tight budgets, businesses today need cost-effective ways of achieving higher service levels. Read on to learn how collaboration in your contact center can keep costs low while increasing service levels.  (WHITE PAPER) READ ABSTRACT |

Top 10 Tips on Getting Started with Speech Analytics by Verint Systems April 2008 - (Free Research) By enabling enterprises to mine large volumes of recorded customer/agent voice interactions, speech analytics is redefining quality in a way that can promote greater customer satisfaction, loyalty, and value.  (WHITE PAPER) READ ABSTRACT |

Making the Back Office Pay: Measuring and Increasing Productivity while Reducing Costs by Aspect August 2010 - (Free Research) Understanding how to manage many different types of back-office tasks in the most consistent and efficient manner is a perplexing challenge. This paper will describe how automated workforce optimization is the solution. Continue reading to learn how to improve the customer experience while decreasing required staffing through predictive modeling.  (WHITE PAPER) READ ABSTRACT |

From Cold to Hot: Lead Nurturing Programs That Generate Sales by Vtrenz, Inc August 2008 - (Free Research) This white paper explains the importance of lead nurturing–in the lead management process. It discusses best practices for nurturing leads in today's competitive business environment, and offers advice for implementing a lead-nurturing program.  (WHITE PAPER) READ ABSTRACT |

Enhancing Interaction Center ROI in Turbulent Economic Times by SAP America, Inc. April 2009 - (Free Research) Interaction center managers, along with their counterparts in sales, marketing, and service, are being asked to deliver greater value on shoestring budgets. While the conventional reaction in tough economic times is to simply cut costs and services, the nature of the current downturn indicates that austerity measures of the past won't work today.  (WHITE PAPER) READ ABSTRACT |

The power of Call Centers and Customer Loyalty by Infor CRM February 2012 - (Free Research) Read this e-guide from our award-winning editorial team to learn strategies for how to utilize innovative technologies to improve your customer experiences, retain customers and gain loyalty.  (EGUIDE) READ ABSTRACT |

Mass Personalization: How relevance engines are revolutionizing mass communications by xMatters, Inc. September 2010 - (Free Research) Mass personalization eliminates the need to send the same message en masse at the same time. By reducing communication “noise,” mass personalization enables recipients to focus on what’s relevant to them at the moment that it matters. Read this paper to find out more.  (WHITE PAPER) READ ABSTRACT |

A contact center manager's guide to integrating self-service by KANA (E-mail this company) August 2012 - (Free Research) Leveraging self-service technologies in your contact center can significantly reduce costs, but successful implementation is tricky. Gain expert advice on how to ensure your self-service contact center initiative is a success. Read on to learn self-service contact center best practices, how to obtain executive support, and more.  (EBOOK) READ ABSTRACT |

Overhauling a Legacy Contact Center: Starting Steps by Five9 May 2013 - (Free Research) Overhauling legacy contact center technology is often costly and time-consuming, but it doesn't have to be. This expert e-guide offers advice on deciding when it's time to upgrade your contact center, making the business case for an overhaul, and important change management considerations.  (EGUIDE) READ ABSTRACT |

Cost-Saving Tips for Contact Centers by Five9 May 2013 - (Free Research) For service organizations looking to cut costs, the contact center is the go-to department, seeing as it often has high staffing counts within the company. Check out this expert e-guide to learn how you can effectively identify opportunities and decrease spending in your contact center, without sacrificing customer experience.  (EGUIDE) READ ABSTRACT |

Contact Center Consolidation by CosmoCom, Inc. July 2008 - (Free Research) Improving access to contact center resources is more challenging when agents are distributed across multiple locations. View this webcast for insight into Contact Center Consolidation.  (WEBCAST) READ ABSTRACT |

Workforce Management in a contact centre by Aspect June 2012 - (Free Research) In order to remain competitive, you need exceptional, 24x7 customer service. Savvy companies are integrating contact center processes with workforce management practices in order to enhance their service strategies. Read this expert report to learn 9 key business processes and 6 technologies required for a successful initiative.  (WHITE PAPER) READ ABSTRACT |

Three Best Practices for Today's Profitable Contact Centers: Three Best Practices for Contributing to the Bottom Line by Avaya Inc. July 2008 - (Free Research) This white paper provides the three best practices for today's profitable contact centers.  (WHITE PAPER) READ ABSTRACT |

Contact Centers for Dummies by Avaya Inc. November 2008 - (Free Research) This guide provides a high-level approach to the different methodologies with lots of information not only on running contact centers, but also on implementing technology in contact centers in a profitable way.  (WHITE PAPER) READ ABSTRACT |

Consolidation 2.0: Consolidation Trends in Contact Center Technologies and Operations by CosmoCom, Inc. January 2008 - (Free Research) This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment.  (WHITE PAPER) READ ABSTRACT |

Mobile Technology: Equipping Supervisors and Managers for the Next-Generation Customer Contact Center by Aspect December 2012 - (Free Research) For today's contact center managers, the increase in communication channels coupled with a more sophisticated customer base and mobile workforce is presenting major challenges. Read this resource to learn how mobile technologies can help relieve these burdens by simplifying management, increasing employee productivity, and much more.  (WHITE PAPER) READ ABSTRACT |

The Next-Generation Contact Center by Aspect October 2012 - (Free Research) Customers have more power than ever before in the buying process thanks to social media – experience can quickly be posted or tweeted, either boosting or slandering your brand reputation. Read this Forrester report to learn 6 features they recommend for future contact centers and a 4-step roadmap to better customer service.  (WHITE PAPER) READ ABSTRACT |

Seven Contact Center Trends You Can't Ignore by Siemens Enterprise Communications January 2013 - (Free Research) For customer service contact centers, it's critical to stay on top of the latest in technology and practices in order to provide your customers with the experience they expect. Check our this easy to read resource to discover 7 trends in contact center strategy, so that you can prepare your organization for what's to come  (WHITE PAPER) READ ABSTRACT |

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