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This paper discusses first contact resolution and the offerings for measuring success with FCR. 
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Innovating in the Contact Center: Why Settle for Good When You Can Be Better? by Calabrio, Inc.

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In this white paper, discover how to optimize your contact center processes with the help of new interaction channels such as social media, and make the most of interaction data to learn more about your customers and your company. 
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Top 5 Ways to Make IVR Work for You and Your Customers by inContact

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This paper will help you find this crucial balance between financial efficiency and customer experience with 5 IVR best practices to help you ensure satisfaction all around. These methods have been developed by call center experts with years of experience in the call center space. Read on to learn about the top 5 ways to make IVR work for you. 
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Forging a CEM Strategy That Can Power Commerce by SearchCRM

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Best Practices in Customer Experience Management by IBM

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The Dell PowerEdge R815 server with AMD Opteron processors Model 6174 can provide an estimated lower total cost of ownership (TCO) over 3 years than two HP ProLiant DL380 G7 servers each with Intel Xeon Processor X5670s. Read this test report to learn more. 
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Change Management Best Practices for the Engineering and Construction Industry by Oracle Corporation

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NIKSUN Central Manager 2005 by NIKSUN

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Cisco Unified CRM Connector 3.0. by Cisco Systems, Inc.

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Cisco Unified CRM Connector 3.0 by Cisco Systems, Inc.

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Choosing between an on-premises or a hosted contact center isn't easy, and unfortunately, this decision is further complicated by misconceptions about the differences between the two and what "hosted" and "on-premises" mean. This expert e-guide aims to clarify those definitions and set straight the misconceptions. 
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Deploying a Contact Center in the Cloud: A Guide to Best Practices by Genesys

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Modern organizations are often turning to cloud-based contact center models in order to engage with customers via more channels and access a wide range of features in a cost-effective manner. In this white paper from Ovum research, discover 10 best practices for deploying and managing a cloud-based contact center. 
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Seven Blueprints for Contact Center Modernization by Genesys

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Businesses are quickly realizing the value of customer experience and modernizing the contact center in order to improve customer retention and satisfaction. Contact center modernization involves transitioning from a closed, proprietary call center to a multi-channel, IP-centric contact center. 
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The Blueprint to Contact Center Modernization- Replacing Your ACD by Genesys

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Your contact center is looking to improve agent productivity, increase efficiency, and provide stellar customer experiences -- but are your legacy technologies hampering your goals? If you still rely on Automatic Call Distribution (ACD), this could be the case. 
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