Contact Management White Papers
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ECM's Next Step: Content Services Platforms
Sponsored by: EnginessIn this handbook, information management expert Laurence Hart explains why the need for cohesive content management strategy is driving away traditional ECM towards a more API-friendly content services model.
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Cloud Content Management Prioritizes Load Speeds
Sponsored by: EnginessWhen a page loads slowly, it hurts search rankings. Inside this expert guide, discover an interview with Concourse CTO Shane Landry, and what he did to improve slow load speeds and produce a 10% reduction in load times across websites such as Forkly, Fame10, SportsBreak, and others.
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7 Features of a Better ECM Experience
Sponsored by: EnginessECM systems must evolve in order to satisfy users and meet customer experience expectations. This expert guide provides 7 core capabilities of a modern ECM system to help you satisfy your users' customer needs.
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Targeting the Millennial Workforce with Digital Content Management
Sponsored by: EnginessWant to know how to make enterprise content relevant, useful and interesting for the millennial workforce? This expert guide features a digital content expert, who offers 6 tips for targeting millennials with digital content management.
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Securing content and access with smart management techniques
Sponsored by: TechTarget Content ManagementWhen it comes to ECM systems, the challenge for content management executives is to balance security with accessibility. To help with this task, here is a handbook of best practices – exploring topics on CMS security, IAM strategies, Office 365 and more.
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Contact Center Technology and Automation Tools You Should Know
Sponsored by: ConvergeOneExplore the considerations of cataloging your organization's business requirements for call center technology purchasing decisions, and why automation is critical for customer interactions.
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Contact Centers: How Gartner's Criteria Shook Up Vendor Rankings
Sponsored by: Five9Uncover why organizations are shifting to contact center as a service (CCaS) to replace their current infrastructure.
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Exchange to Office 365 Migration: The Good, the Bad, and Essentials Tools to Ease the Transition
Sponsored by: Riverbed Technology, Inc.Discover how to set an effective strategy for Office 365 migration in this e-guide. By reading on, learn about the advantages of its advanced content management and collaboration, as well as iron out potential app migration headaches when moving from Exchange and non-Exchange platforms.
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Manage Your Contact Center For More Meaningful KPI's
Sponsored by: GenesysIn this expert e-guide you'll find some helpful hints as to how you can identify the proper metrics needed to produce meaningful contact center KPI's. In addition, read 7 dos and don'ts of call center management to help you nourish your agent's best CRM practices.
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3 Funnel Points for Successful Lead Management
Sponsored by: Harte HanksAccess this whitepaper to discover the 3 main funnel points for a successful sales strategy. Read on to find out how to calculate your campaign for success, and how to measure your call center metrics appropriately.
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The Knowledge Base of the Future: Five Cutting-Edge Ideas You Can Implement Now
Sponsored by: KANABuilding a reliable, extensive knowledge base is essential for delivering relevant, efficient customer experiences. It helps employees access information faster and enables customers to serve themselves. View this white paper to uncover five cutting-edge ideas to help you build a next-gen knowledge base.
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Streamline Workflows by Automating Web Data Extraction
Sponsored by: ConnotateMonitoring and collecting Web data at high volumes and frequencies can be a complex challenge. Take a look at this white paper to learn about why you should use built-in management support to conquer this obstacle.
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Avaya Users Deploy Best-in-Class Practices to Improve Contact Center Performance
Sponsored by: AvayaThis 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.
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Industry Credentials Insurance
Sponsored by: AzzurriThese top case studies highlight three UK insurance providers and their networking challenges with enhancing customer experience and increasing customer loyalty through better communication and end-user engagement, and how they found a solution that streamlined contact management and more.
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The Hidden ROI of a Cloud-based Contact Center
Sponsored by: Five9Access this report from Aberdeen Group to examine some of the top business drivers for cloud-based contact centers. You'll also explore the benefits that the cloud offers contact centers, and how it improves customer experience over traditional call center deployments.
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UPMC Health Plan Optimizes Customer Conversations to Ensure Service Excellence
Sponsored by: GenesysConsult this case study today to learn how UPMC Health Plan developed an innovative customer service strategy that provided consistent, personal customer experiences, enabled constant service improvements, and more.
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How to Fine-Tune your Contact Center
Sponsored by: TechTarget Customer ExperienceWith call center software, best business practices can be difficult to navigate. But the payoff is worth investigating. In this handbook, readers find detailed explanations of the latest call center technologies as well as insight on call center management—including schedule and workforce management.
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Optimize SharePoint Storage to Cut Costs and Dramatically Improve Performance
Sponsored by: MetalogixThis resource highlights the consequences rapid content growth is having on SharePoint storage and performance and highlights two strategies organizations can implement to overcome these challenges, including remote BLOB storage (RBS). Read on to gain practical methods that will help you dramatically reduce your SharePoint costs.
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Overhauling a Legacy Contact Center: Starting Steps
Sponsored by: Five9Overhauling 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.
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Getting Sales Dialed In: Improving Process Efficiencies and Increasing Sales Using RingCentral
Sponsored by: RingCentralThis presentation transcript explores how cloud-based telephony can help increase call efficiency, improve manageability, and ensure that a sales opportunity is never missed.
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Mobile Devices: Changing the Way You'll Service Your Customers
Sponsored by: Interactive Intelligence, Inc.Discover how you can take advantage of the mobile revolution to deliver an improved and expanded service experience for your mobile device wielding users.
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Business Case for Integrated Unified Communications and Contact Center Solution
Sponsored by: ShoreTel - OLDIn this whitepaper, discover how using unified communications (UC) in your contact center can help you increase effective communications between employees and clients, which will improve your customer satisfaction, retention, and loyalty rates.
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Recession Proofing Your Organization with Electronic Forms
Sponsored by: IBMLearn how to help your organization position themselves for success with electronic forms and process automation.
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Effective Document Management with Document Capture
Sponsored by: IBMThis e-guide gives more insight to the document capture process and the new capabilities in document capture software.
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The digital mail room is dead
Sponsored by: IBMThis paper explores the strategies needed to capture and transform all incoming documents, including mailroom paper, fazes, electronic forms, and electronic data interchange (EDI).