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. 

This comprehensive white paper explores the call center landscape, details the benefits of hosted call centers along with the risks involved in cloud-based services. 

Access this white paper to learn how to build an operational FCR program without sacrificing your budget. 

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. 

This video explains how you can combine interactive voice response (IVR) and ACD systems into one that tracks calls, call waits and offers "self-service" options for callers with a long wait. Watch this now to see a detailed overview of this all-in-one system that will save your organization money. 

Read this paper to learn why an all-Internet Protocol (IP)-based contact center solution such as the SAP Business Communication Management (BCM) is attractive to administrators seeking to lower call costs, reduce hardware needs, and improve the operational performance of multiple centers and communication channels. 

This paper outlines the five fundamentals for a successful FCR program. 

In this white paper, we will discuss how SharePoint workflows work and how you can implement them to im­prove existing business processes. We will look at the existing predefined workflows that come with SharePoint and you will see how to create your own using the SharePoint Designer. 

This white paper describes five tips and challenges for using Interactive Voice Response (IVR) systems. 

This brief paper details the need for social network analysis (SNA), new methods for conducting it and why Sybase IQ is well-positioned to aid in the analytical queries needed to perform such analysis. 

This paper discusses using predictive analytics to improve customer satisfaction. 

This white paper discusses the ways in which organizations are striving to maintain excellent customer service for all types of clients while at the same time controlling support costs. Read this white paper to learn more. 

This report from Oxford Economics and AT&T shows ICT investment and productivity growth are closely linked - and European countries are lagging behind other parts of the world in both areas.