 Can You Hear Your Customers Calling? White Paper
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 | This paper explores why energy companies trail other sectors in customer service, and the processes they can adopt to capture customer satisfaction issues, deliver a positive customer experience and rapidly respond to strengthen their competitive position |
Insight On- Speech Analytics: Bridging the Great Unknown
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| This Insight On discusses the value of speech analytics to the contact center and the business. |
5 Ways to Optimize Your Workforce for Customer Contact in a Social Marketplace White Paper
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| 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. |
Moving from Zero to 90 in 60 Seconds
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| This white paper explains the elements of performance optimization, and outlines how your contact center can use technology to increase agent efficiency and productivity, and positively impact your company’s bottom line. |
From Workforce Management to Workforce Productivity
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| This white paper explains the concept of workforce productivity and the technologies that support it, and it offers advice for selecting workforce productivity technology and for choosing a vendor who can supply it. |
Insight On: Performance Management: Tools that Drive Action, Not Just Reports
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| This paper shows that contact centers need tools that drive action, instead of just reporting on results. Advanced performance management applications enable a structured process through which a company can take steps to improve performance vs key metrics |
Contact Center Intelligence
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| Contact center managers, more than ever, have to maximize their agents’ performance and improve their operations. This white paper talks to how they can meet these elevated expectations. |
Four Reasons Why… Proactive Care Means Customer Loyalty
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| This white paper discusses four reasons why proactive customer care makes good business sense, along with some basic tips on how to start a proactive customer care campaign. |
Integriert oder Unified: Fünf Argumente für Unified Contact Center
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| Dieses White Paper beschreibt, wie wichtig es ist, diese Herausforderungen in der Integration zu überwinden, das Chaos in den Griff zu kriegen und von den Vorteilen zu profitieren, die eine vereinheitlichte Lösung Ihrem Contact Center bieten kann. |
The Aspect® Unified IP® Five 9s Environment - Business Capabilities and Benefits
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| Five 9s, High Availability and the Enterprise-Wide Aspect® Unified IP® 7 Solution |
The Aspect® Unified IP® Five 9s Environment
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| As a mission critical application for an enterprise contact center, Aspect Unified IP 7 is architected to deliver high availability (HA) and reliability up to 99.999%. |
Reducing Operational Costs and Increasing Staff Efficiency by Integrating the Communications Environment with Microsoft OCS 2007 R2: A Case Study on Aspect
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| This IDC white paper discusses Aspect's implementation of Microsoft OCS 2007 R2 and the results achieved. |
Unified Communications for Healthcare
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| This Nemertes white paper discusses that by reducing human latency, improving collaboration, and enabling individuals and groups to improve their communications applications management, UC offers healthcare organizations tangible business benefits. |
Making the Back Office Pay
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Viewpoint- The Contact Center: The Logical Starting Point for Every Unified Communications Strategy
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Viewpoint- Standards in the Contact Center: Why You Should Care
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Was Unternehmen vom Contact Center über Unified Communications lernen können
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| In diesem Insight On werden die Bedeutung von Unified Communications im Contact Center und die Rolle der Anwendungen für Performance Optimisation dargestellt. |
Insight On- At-home Agents and the Virtual Contact Center
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| This Insight On discusses the seven things you need to know about at-home agents and the virtual contact center |
Insight On- Disaster Recovery – Is Your Contact Center Prepared?
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| This Insight On discusses a number of factors that your organization should take into consideration when building a comprehensive disaster recovery plan. |
Unified Communications - Keeping the Customer in the Equation
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| This white paper highlights how UC will have the most relevance if it is couched in terms of not just generically improving communications but in having the focus of improvement be the communications between organizations and their customers. |
Unified Communications – Weg und Ziel: Planung des Prozesses
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| Dieses Paper bietet Informationen über 4 wichtige Etappen auf dem Weg der UC-Implementierung und die Auswirkungen, die UC auf ein Unternehmen hat. |
Controlling Contact Center Chaos
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| This white paper examines specific problems commonly encountered by contact centers using siloed products and analyze some of the benefits of a unified solution and where it makes the most sense to implement. |
Beyond Workforce Management
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| This white paper explains the concept of workforce productivity and the technologies that support it, and offers advice for selecting the right workforce productivity solutions and vendors. |
Auf Augenhöhe mit dem Kunden: So schaffen Sie Kundenerlebnisse der neuen Generation
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| Diese White Paper stellt die Kernfunktionalitäten und wichtigsten technischen Voraussetzungen dar, die berücksichtigt werden müssen, wenn Sie gemeinsam mit der IT festlegen, wie Sie den Ansprüchen Ihrer Kunden am besten gerecht werden. |
What has Your Quality Monitoring Program Done for You Lately? Best Practices in Quality Monitoring
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| This paper offers some practical best practice tips for assessing and increasing the value that your quality process is delivering. |
Eight Essential Steps: Moving the Contact Center Beyond Operational Efficiency to Business Effectiveness
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| This white paper discusses best practices employed by businesses that already operate their contact centers as profit centers and touching on the technology that enables those practices. |
Curing the Cost Epidemic
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| This white paper reviews trends & statistics related to chronic health condition costs, how these costs impact hospitals, & how hospitals can use technology to help patients change lifestyle behaviors to lower readmission rates & uncompensated care costs. |
Give Them a Reason Not to “Zero Out”
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| This white paper will guide you through the benefits of well-planned contact center automation, explain the limitations you may face with your existing touch-tone system, & help you understand how to improve your technology and processes. |
Strategies to Reduce Your Information
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| This white paper discusses that with careful preparation and ongoing evaluation, you can keep your contact center out of the information security headlines. |
Goodbye to CTI, Hello to Unified
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| This white paper talks about how unified architectures are making CTI obsolete. Uniting multiple capabilities in a single platform gives contact centers the control, flexibility, & freedom to focus on cost-effectively meeting today's consumer's needs. |
