BOOK - This guide provides a high-level approach to the different methodologies with lots of information not only on running contact centers, but also on implementing technology in contact centers in a profitable way.
Posted: November 21, 2008 | Published: November 21, 2008


Topics:  Call Centers | Contact Center Management | Contact Center Services | Contact Centers | CRM | Customer Satisfaction | Enterprise Applications Software | Internet | IP | SOA | Web Services

WHITE PAPER - This e-guide that takes you through the latest contact center technologies, and how they can help you develop brand differentiation, elevate customer loyalty, and keep costs low – even when everyone is tightening their budgets.
Posted: August 22, 2008 | Published: August 22, 2008


Topics:  Brand Loyalty | Budgeting | Contact Centers | Cost Benefit Analysis | Customer Loyalty | IVR | Web Conferencing Services

WHITE PAPER - This paper is designed to help enterprises understand how Avaya, with its broad portfolio of systems, applications, built-in recovery features and professional services, can help plan and execute a solid approach to communication continuity preparedness.
Posted: August 22, 2008 | Published: August 22, 2008


Topics:  Business Continuity Planning | Business Intelligence | Contact Centers | Disaster Recovery | Mobile Device Management | Unified Messaging | Unified Messaging Systems

WHITE PAPER - How can you improve the efficiency of your business processes? What is the strategic approach that will deliver a competitive advantage today? Discover answers here in the Essential Managers Guide for Intelligent Communications.
Posted: June 9, 2008 | Published: June 5, 2008


Topics:  Business Intelligence | Business Intelligence Software | Communications Networks | Communications Systems | Contact Centers | Customer Satisfaction | IP Telephony | SIP

WHITE PAPER - 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.
Posted: June 2, 2008 | Published: January 1, 2008


Topics:  Authentication | Contact Centers | Mobile Workers | Telecommuting | Teleconferences | Training

BOOK - Extraordinary Customer Service explores the contact center as a strategic part of your enterprise--where you can leverage differentiated services to provide a superior customer experience that can build brand loyalty and increase profits.
Posted: June 2, 2008 | Published: May 1, 2008


Topics:  Best Practices | Business Intelligence | Call Center Management | Contact Centers | Customer Service | Information Management

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: June 2, 2008 | Published: February 1, 2008


Topics:  Best Practices | Business Continuity Planning | Contact Centers | Help Desks | Security | VoIP

WHITE PAPER - This paper explores how Internet Protocol (IP) can be leveraged to lower the cost of enhancing customer service via the contact center.
Posted: February 8, 2008 | Published: February 8, 2008


Topics:  Call Center Software | Call Centers | Contact Center Management | Contact Centers | CRM | Customer Loyalty | High Availability | Software Selection | TCO | User Experience