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McAfee Enterprise Mobility Management: What to Look for in an End-to-End Solution by McAfee, Inc.
August 18, 2011 - (Free Research)
This paper offers an overview of the serious risks associated with the use of mobile devices. View now to explore best practices for mitigating mobile security risks, key requirements for an enterprise mobility management (EMM) solution, how to leverage the benefits of mobile devices while reducing risks and costs with McAfee, and more.
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Taking a Strategic Approach to Risk Management by TraceSecurity
December 28, 2012 - (Free Research)
This e-guide will provide readers with the understanding they need to address potential security threats and risk mitigation while efficiently utilizing available resources. Topics covered include operational risk, risk management and compliance policies, the risk assessment process, and more.
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Getting the Right "Blend" in your Contact Center by Five9
January 28, 2013 - (Free Research)
Contact centers that offer both inbound and outbound capabilities have the ability to maximize revenue and optimize productivity. Read this white paper to learn more about a solution to help your business gain the most revenue. Find out some of the advantages provided by cloud-based call centers by reading this resource now.
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8 Traits of IT-Friendly Contact Center and Web Customer Service Software by eGain Communications Corp.
May 06, 2010 - (Free Research)
In this white paper, we discuss eight IT-friendly software traits that minimize risk, maximize ROI, and encourage innovation. Although the focus of this paper is on contact center and web customer service software, the discussion is broad enough to be a valuable guide for any technology investment.
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Hosted Contact Center Market Report: DMG Consulting by LiveOps
March 28, 2011 - (Free Research)
Hosted contact center adoption is increasing rapidly. Solutions provide quick deployment, quantifiable ROI, scalability, ongoing investment protection, reduced maintenance burden and minimal cash outlays. DMG Consulting, a leading contact center firm, has just released this new report discussing key market trends, ROI benefits, and key players.
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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.
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Contact Center for Dummies by Avaya
July 2011 - (Free Research)
With the emergence of worldwide competition in the contact center business, working from a defined methodology is becoming increasingly important. This guide provides an approach to the different methodologies you can use, with information not only on running contact centers, but also on implementing contact center technology in a profitable way.
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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.
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Optimising the collection Process by Aspect
December 2012 - (Free Research)
This white paper discusses optimization of the collections process, including risk management, list management, metrics, and more.
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Cloud-Based Contact Center Software - Buyer's Guide by Five9
January 2013 - (Free Research)
View this white paper to gain a better understanding on the benefits of a cloud-based solution. It provides an overview that will help lead you on the path to make an informed decision about what is best for your business, by identifying the key difference between premise-based and cloud-based systems.
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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.
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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.
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Winning the Customer Service Battle... In the Cloud by Siemens Enterprise Communications
April 2013 - (Free Research)
Poor customer service is a costly business practice. The time to differentiate your customer service strategy is now – and the cloud can help. View now to learn about cloud contact centers and how they can benefit your business.
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Benchmarking in the contact center: Tips for managing what you measure by Avaya
December 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.
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Independent Lab Comparative Review by Avaya
June 2011 - (Free Research)
MierConsulting engineers conducted an hands-on, comparative review of three leading contact center packages, focusing on these products' multimedia, mixed voice and text-based contacts - capabilities.
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Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis by inContact
May 2011 - (Free Research)
Today, the majority of North American contact centers today are supported by premise-based contact center and telephony systems. But there's another money-saving option for contact centers: third-party owned and operated hosted services. Before you decide which model to use, there's another factor you should consider: Total cost of ownership (TCO).
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Smarter Service: The Contact Center of the Future by Oracle Corporation
September 2012 - (Free Research)
Today's consumers expect better service, better products, and better communication with retailers. Without a single view of the customer across all channels, retailers risk alienating customers and driving them to other brands. Many retailers are deploying software-as-a-service (SaaS) contact center systems to address these problems.
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Avaya Aura Contact Center Scripting Demystified by Global Knowledge
May 2011 - (Free Research)
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.
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Five Steps to Ensuring a Successful VoIP Migration by inContact
September 2010 - (Free Research)
This paper presents five key steps that will ensure a successful migration from legacy voice technology to VoIP in a contact center or enterprise environment. Continue reading to learn more about these five steps and learn how they can help you.
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