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Omni-Channel Customer Service Demands the Intelligent Contact Center sponsored by KANA WHITE PAPER: In order to respond to changing customer expectations, contact centers must evolve to an omni-channel, context-aware platform. In this white paper, get an in-depth look at the demands placed on the modern contact center, and the strategies and tools you can leverage to optimize customer interactions Posted: 26 Jun 2014 \| Published: 26 Jun 2014 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Centers \| CRM \| CRM Analytics \| CRM Analytics Software

Avaya Users Deploy Best-in-Class Practices to Improve Contact Center Performance sponsored by Avaya WHITE PAPER: This exclusive paper examines how your organization can position itself to meet changing buyer needs by establishing best-in-class contact center programs. Read on and also discover 14 best practices that can ensure successful customer interactions. Posted: 11 Nov 2013 \| Published: 11 Nov 2013 TOPICS: Contact Center Management \| Contact Center Services \| Contact Center Workforce Management \| Contact Centers \| Contact Management

The Five Productivity Benefits of a Secure Network sponsored by Cisco Systems, Inc. WHITE PAPER: A secure network foundation from Cisco enables you to easily and cost-effectively add new users and applications as needed. Posted: 10 Oct 2008 \| Published: 10 Oct 2008 TOPICS: Contact Centers \| Instant Messaging \| Network Security \| Security Management \| Videoconferences \| Web Conferences

What Happens When They are Gone? sponsored by VoltDelta WHITE PAPER: Access this helpful resource to learn what to ask when searching for a cloud-based contact center tools -- especially interactive voice response (IVR) technology. Discover the hidden "red flags" that signal you to dig a little deeper before selecting a final vendor for your cloud contact center initiatives. Posted: 24 Oct 2013 \| Published: 24 Oct 2013 TOPICS: Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| Cloud CRM \| Contact Center Management \| Contact Center Services \| Contact Center Software \| Contact Centers \| CRM

Mobile Devices Reshaping the Customer Experience: Learn how a mobility strategy can drive innovation and add a competitive edge to your contact center sponsored by Avaya WHITE PAPER: This resource details the opportunities that mobility presents for contact centers, and offers guidance to help you weave these opportunities into a strategy that empowers you to capitalize on mobile benefits and sharpen your competitive edge. Posted: 19 Jun 2013 \| Published: 31 Dec 2012 TOPICS: Call Center Management \| Call Center Software \| Contact Center Management \| Contact Center Software \| Contact Centers \| CRM \| CRM Best Practices \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Customer Service Best Practices \| Customer Support Software \| Mobile CRM \| Mobile Device Management

Speech Analytics: The Simple Definition sponsored by Calabrio, Inc. WHITE PAPER: What is "Speech Analytics," exactly, and why is it important? Find out how the latest wave of Speech Analytics offerings are used in call center communication today and what the benefits are. Posted: 20 Jun 2011 \| Published: 20 Jun 2011 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Centers \| Content Analytics \| CRM \| CRM Analytics \| Customer Service \| Customer Service Best Practices

Upgrading to Cisco Unified Communications Manager Business Edition 6000 sponsored by Cisco Systems, Inc. WHITE PAPER: Learn how the Cisco Unified Communications Manager Business Edition enables your employees to collaborate in the office or on the road from desk phones, PCs or Macs, mobile phones, business tablets, or any combination. Posted: 28 Oct 2011 \| Published: 28 Oct 2011 TOPICS: Communications Networks \| Communications Systems \| Contact Center Management \| Contact Center Services \| Contact Centers \| Network Infrastructure \| Network Management \| Networking \| Unified Messaging \| Unified Messaging Systems \| Videoconferences \| Videoconferencing Services \| Videoconferencing Software \| Videoconferencing Systems

SAP Business Communications Management Rapid-Deployment Solution sponsored by SAP America, Inc. WHITE PAPER: See how SAP has combined SAP Business Communications Management with implementation services to help you quickly and predictably improve customer service and reduce operational costs in inbound contact centers. The all-IP contact-center solution works with SAP CRM to further increase customer service benefits. Posted: 24 Mar 2011 \| Published: 24 Mar 2011 TOPICS: Business Management \| Communications Systems \| Contact Centers \| CRM \| Customer Service \| IP Contact Centers \| IP Telephony \| SAP (Product)

Building a Business Case for your Next-Generation QA Solution sponsored by Calabrio, Inc. WHITE PAPER: This white paper shows you how to build your business case and obtain approval for a new or upgraded contact center quality assurance and recording solution. Posted: 21 Jun 2011 \| Published: 21 Jun 2011 TOPICS: Application Integration \| Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Centers \| Customer Service \| Customer Service Best Practices

Best Practices for Home Agents sponsored by Avaya Inc. WHITE PAPER: Employing home agents allows you to expand and improve your call center team. And they can be a form of insurance to keep your business running if disaster strikes. This white paper contains best practices for developing a Home Agents program. Posted: 02 Jun 2008 \| Published: 01 Feb 2008 TOPICS: Best Practices \| Business Continuity Planning \| Contact Centers \| Help Desks \| Security \| VoIP