In this webcast, William McKnight reveals how contact data quality can impact your business and shares practical insights for measuring, improving, and maintaining enterprise-wide data quality efforts. 

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

Many organisations implement “learning engagements,” or training programmes, to increase employee satisfaction, realise better team performance, and improve communication. 

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. 

Faced with limited budgets and even leaner staff resources, small companies realize that making the most of in-house talent is critical to executing on strategic goals. Read this paper to learn how automating performance appraisal and measuring every employee against clear, objective goals can improve execution of a small company's strategy. 

This informative presentation discusses the importance of human capital and its effect on business performance and financial success. 

Hosted unified communications and collaboration (UC&C) helps organizations deploy collaboration tools to their workers more quickly and efficiently than premise-based solutions. This whitepaper explores the benefits of hosted UC&C, how to get started, what to look for in a solutions provider, and more. 

This data sheet details how Oracle Scorecard and Strategy Management extends the Oracle Business Intelligence Enterprise Edition with capabilities that enable strategic goals to be communicated across the organization and monitoring progress over time. 

Read this white paper to learn the appropriate metrics to use when analyzing workforce turnover and retention data, how to define them, and how to increase their value. 

This webcast explores the option of moving your contact center applications and Unified Communications strategies to the cloud. Uncover the benefits and opportunities of cloud-based solutions, and get help deciding whether being in the cloud or on-premise is best for your organization. 

If your organization isn't on the cloud yet when it comes to customer service, then you may be severely disadvantaged. Competition for customer service is increasing and your company needs all the latest tools to stay ahead of the game. Read this white paper to learn how four contact centers adopted agile cloud-based computing technologies.