Contact Center Management

Solution Search:
Build a New Business Model Using a Remote Support Solution by NTR Global
In this case study, Northbrook Consulting wanted their remote support solution to include multiple session...
Consolidation 2.0: Consolidation Trends in Contact Center Technologies and Operations by CosmoCom, Inc.
This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global...
Bowen & Groves Wins ContactCenterWorld.com 2008 Members' Choice Award by Bowen & Groves
Bowen & Groves was voted Best in Class Winner for 6 years running and recognize industry solution providers. Bowen &...
Increase First Contact Resolution: The Key to Superior Support by Citrix Online - GotoAssist
John Ragsdale, VP of Research for SSPA makes a business case for improving first contact resolution and explain how...
Developing a Spectacular Support Structure by Numara Software
In this webcast from Numara Software industry leaders will teach you how to be sure that your support structure is...
Taking a SIP: What Executives Should Know about IP Transformation in the Contact Center by Genesys
This white paper is intended for executives who are seeking to understand why SIP (Session Initiation Protocol) is a...
Using Real-Time Information to Improve Contact Center Performance by Genesys
From this 15-minute podcast, you'll walk away with ideas about how real-time analytics can enhance call center...
Enterprise Benefits of Real-time Contact Center Performance Management by Genesys
Real-time CCPM solutions give contact center management an objective and quantifiable method for identifying,...
Proactive Contact Center Management: A New Paradigm for Driving Continuous Improvement? by Genesys
This white paper is intended to give you a sense of what these new proactive management technologies can do for you,...
Success Story: Communications - AT&T by Genesys
Cingular wanted to meet a goal of answering 92% of all customer calls before abandonment, without adding staff. This...
The Intelligent Customer Front Door: Rolling Out the Red Carpet for Increased Customer Satisfaction by Genesys
Download the new business paper, The intelligent Customer Front Door: Rolling Out the Red Carpet for Increased...
The Match Game: Is Offshoring a Fit for Your Help Desk Outsourcing Strategy? by ABS Associates, Inc.
Let's examine the pros and cons of each as well as different situations where one or the other is the ideal match for...
Unified Communications Implementation: The 7 Areas of your Business That Must be Primed by Avaya Inc.
In this E-Guide, you will find a list of important questions that should be asked of you and your organization when you are...
Thriving in an Economic Downturn by Avaya Inc.
This e-guide that takes you through the latest contact center technologies, and how they can help you develop brand...
Preparing for the Unexpected: Utilizing Avaya to Help Build Your Communications Continuity Capability by Avaya Inc.
This paper is designed to help enterprises understand how Avaya, with its broad portfolio of systems, applications...
Implementing a Telecommuting Program by Avaya Inc.
This paper discusses several issues related to implementing a telecommuting home worker program for contact center...
Go Green and Increase Profitability with Virtual Contact Centers by Avaya Inc.
This paper summarizes for contact center managers the facts and fiction regarding the environmental benefits of...
Extraordinary Customer Service by Avaya Inc.
Extraordinary Customer Service explores the contact center as a strategic part of your enterprise--where you can...
Best Practices for Home Agents 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...
Roadmap for Implementing a Multi-Site IP Contact Center by Avaya Inc.
Explore a three-part guide to identifying the potential presented by Internet Protocol (IP), building a business case...
IP Enabled Contact Centers: Lowering Costs, Raising the Customer Experience by Avaya Inc.
This paper explores how Internet Protocol (IP) can be leveraged to lower the cost of enhancing customer service via the...
Fibre Channel over Ethernet Storage Networking Evolution by Cisco Systems, Inc.
This document discusses the need for unified I/O and describes the phases of unified I/O along with FCoE deployment and...
Switching on the Virtual World: The Role of Fabric-Driven Services for the Virtualized Environment by Cisco Systems, Inc.
Virtualization in the data center is widely accepted and deployments are growing at a fast clip, the advantages of...