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Contact Centers Research

  • Making WFM Work: Best Practices and ROI Model

    Sponsored by: Calabrio, Inc.

    There has been tremendous innovation in contact center WFM over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.

  • Building a Business Case for your Next-Generation QA Solution

    Sponsored by: Calabrio, Inc.

    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.

  • Speech Analytics: The Simple Definition

    Sponsored by: Calabrio, Inc.

    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.

  • Enhancing customer experience: first, do no harm

    Sponsored by: Avaya

    By reading this short white paper you will gain the knowledge you need to implement a successful customer service system. You will learn best practices for enhancing your customers experience and why cross pollinating your organization can be very helpful.

  • CRM Buyer’s Guide – 2011 Edition

    Sponsored by: TechTarget Customer Experience

    Welcome to’s Buyer’s Guide. This directory was designed to be a valuable resource for those getting started with research or evaluating vendors in the CRM market.

  • Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis

    Sponsored by: inContact

    Today, the majority of North American contact centers today are supported by premise-based contact center and telephony systems. But there's another money-saving option for contact centers: third-party owned and operated hosted services. Before you decide which model to use, there's another factor you should consider: Total cost of ownership (TCO).

  • SAP Business Communications Management Rapid-Deployment Solution

    Sponsored by: SAP America, Inc.

    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.

  • Oracle Business Intelligence Applications Overview

    Sponsored by: Oracle Corporation

    This paper explains how Oracle Business Intelligence (BI) Applications are complete, prebuilt BI solutions that deliver intuitive, role-based intelligence for everyone in an organization - from front line employees to senior management - that enable better decisions, actions, and business processes.

  • Contact Center Security: Moving to the True Cloud

    Sponsored by: LiveOps

    Today, Cloud is one of the most talked about trends in the IT industry. It’s a paradigm many believe will have a widespread business impact. However, while the term “Cloud”is relatively new, one of the core components, distributed computing, is well-established.

  • 8 Traits of IT-Friendly Contact Center and Web Customer Service Software

    Sponsored by: eGain Communications Corp.

    In this white paper, we discuss eight IT-friendly software traits that minimize risk, maximize ROI, and encourage innovation. Although the focus of this paper is on contact center and web customer service software, the discussion is broad enough to be a valuable guide for any technology investment.

  • The Five Productivity Benefits of a Secure Network

    Sponsored by: Cisco Systems, Inc.

    A secure network foundation from Cisco enables you to easily and cost-effectively add new users and applications as needed.

  • Three Best Practices for Today's Profitable Contact Centers: Three Best Practices for Contributing to the Bottom Line

    Sponsored by: Avaya Inc.

    This white paper provides the three best practices for today's profitable contact centers.

  • Implementing a Telecommuting Program

    Sponsored by: Avaya Inc.

    This paper discusses several issues related to implementing a telecommuting home worker program for contact center agents. Certainly, the particular requirements of each company will dictate the extent to which these and other concepts are implemented.

  • Best Practices for Home Agents

    Sponsored by: Avaya Inc.

    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.

  • Contact Center Costs: The Case for Telecommuting Agents

    Sponsored by: Avaya Inc.

    This white paper addresses high labor costs that are inevitable with contact centers and how a telecommuting or home agent program can greatly reduce your labor cost while increasing productivity of your contact center.

  • Hilton Reservations Worldwide

    Sponsored by: Aspect

    Since implementing the workforce management capabilities, HRW has seen data accuracy go from within ten percent of actual to within three percent of actual due to Aspect eWorkforce Management.

  • Automating Your Call Center Feedback

    Sponsored by: Mindshare Technologies

    The most successful contact centers are turning to leading-edge automated feedback solutions and developing processes to incorporate feedback into daily operations.

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