Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service by SAP America, Inc.. Discover what benefits advanced meter infrastructure (AMI) brings and why, and learn how the SAP NetWeaver platform and enterprise service-oriented architecture can support more... >> Discover more offerings from SAP America, Inc..

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 |

From Workforce Management to Workforce Productivity by Aspect December 19, 2012 - (Free Research) This white paper reveals the technologies that support workforce productivity and offers tips for choosing the right supplier.  (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 |

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 |

Integrated vs. Unified: Five Reasons Why Contact Centers Must Get Unified by Aspect August 10, 2010 - (Free Research) This paper presents the main differences between integrated and unified contact centers, and gives five reasons why it is imperative for contact centers to adapt a unified solution. Read on to learn how adopting such a solution can increase productivity, decrease costs, and enhance the customer experience, thereby increasing customer loyalty.  (WHITE PAPER) 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 |

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.  (EBOOK) READ ABSTRACT |

How Mobile Devices are Driving Innovations in Contact Centers by Avaya October 2012 - (Free Research) Failing to adopt a customer service strategy for mobile devices could put your business at a serious disadvantage. Gartner research suggests that 80% of companies will suffer revenue loss from the lack of customer support on mobile devices by 2013. Read this paper to learn how to utilize the opportunities mobility offers customer service.  (WHITE PAPER) READ ABSTRACT |

Addressing Common Contact Center and Enterprise Business Issues with Speech Analytics by Verint Systems April 2008 - (Free Research) As a solution to contact center issues, this paper suggests Speech analytics, which gives organizations the ability tap into existing recorded customer interactions to gain actionable intelligence for improving business performance.  (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 |

Speech Analytics - The Power of Simplicity by Calabrio, Inc. June 2011 - (Free Research) This overview examines the power of Speech Analytics technology to extend resources and expand knowledge.  (WHITE PAPER) READ ABSTRACT |

Best Practices in the Call Center: A Customer Touch-Point Methodology by Oracle Corporation UK Ltd October 2012 - (Free Research) 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.  (WHITE PAPER)

Simplifying Contact Center Technology by Oracle Corporation August 2008 - (Free Research) Computer telephony integration (CTI) enabled contact centers realize immense cost savings, increased reliability and improved performance. Learn how an on-demand solution can simplify your organization’s contact center technology.  (WHITE PAPER) READ ABSTRACT |

Dying to Comply by Aspect October 2011 - (Free Research) In 2010 when Ofcom, the United Kingdom's regulatory authority for communications industries, revised their regulations regarding outbound calling, businesses were outraged. Companies feared that the revisions would hinder their success. Read on to learn how complying with these changes can actually lead to improved performance and productivity.  (WHITE PAPER) READ ABSTRACT |

VW Credit, Inc. by Aspect March 2008 - (Free Research) Implementing Aspect eWorkforce Management and its Perform enhancement enabled VCI to optimize its agent performance by allowing better forecasting and more accurate planning, as well as more effective scheduling.  (CASE STUDY) 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 |

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 |

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 |

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 |

Business Edition 6000 Business Data Sheet by Cisco Systems, Inc. October 2011 - (Free Research) Cisco Unified Communications Manager Business Edition 6000 delivers the superior performance, system redundancy, and broad application integration you need. Ideally suited to businesses with 100 to 1000 employees, it's an ideal choice when migrating from analog, digital, or hybrid-PBX phone systems.  (VIDEOCAST) READ ABSTRACT |

Business Edition 6000 Business Data Sheet by Cisco Systems, Inc. September 2011 - (Free Research) Cisco Unified Communications Manager Business Edition 6000 delivers the superior performance, system redundancy, and broad application integration you need. Ideally suited to businesses with 100 to 1000 employees, it's an ideal choice when migrating from analog, digital, or hybrid-PBX phone systems.  (VIDEOCAST) 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 |

We are always striving to improve our customer experience. Please notify us if there is a company missing that you feel should be in our directory.