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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

Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis sponsored by inContact WHITE PAPER: 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). Posted: 06 May 2011 \| Published: 06 May 2011 TOPICS: Call Center Management \| Call Center Services \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Centers

The Azzurri Contact Centre Leader Peer-to-Peer Opinion Exchange 2013 sponsored by Azzurri WHITE PAPER: This white paper features a quantified report on UK contact centre leaders, and compares the results of those who have implemented a single multi-channel communications system and those who have not, to get a clear picture of what the barriers and benefits of this system may be. Posted: 08 Oct 2013 \| Published: 08 Oct 2013 TOPICS: Contact Center Management \| Contact Center Workforce Management \| Contact Centers \| Customer Satisfaction \| Customer Service \| Network Best Practices \| Network Management \| Network Managers

Customer Care in a Social World: Are We There Yet? sponsored by Oracle Corporation WHITE PAPER: This paper explores and explains why the contact center is a key strategic focal point for customer engagement via social channels. Posted: 21 Sep 2012 \| Published: 01 Mar 2012 TOPICS: Call Center Management \| Call Centers \| Contact Center Management \| Contact Centers \| CRM \| CRM Best Practices \| Social Networking \| Web 2.0

Implementing a Telecommuting Program sponsored by Avaya Inc. 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: 02 Jun 2008 \| Published: 01 Jan 2008 TOPICS: Authentication \| Contact Centers \| Mobile Workers \| Telecommuting \| Teleconferences \| Training

Three Best Practices for Today's Profitable Contact Centers: Three Best Practices for Contributing to the Bottom Line sponsored by Avaya Inc. WHITE PAPER: This white paper provides the three best practices for today's profitable contact centers. Posted: 20 Jun 2008 \| Published: 01 Feb 2005 TOPICS: Best Practices \| Contact Centers \| Customer Self-Service

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.Now through Oct.29th 2011, US-based customers can buy one eligible Cisco Unified IP Phone and get another free. Posted: 07 Sep 2011 \| Published: 07 Sep 2011 TOPICS: Communications Networks \| Communications Systems \| Contact Center Management \| Contact Centers \| Network Infrastructure \| Network Management \| Networking \| Unified Messaging \| Unified Messaging Systems \| Videoconferences \| Videoconferencing Services \| Videoconferencing Software \| Videoconferencing Systems

Oracle Business Intelligence Applications Overview sponsored by Oracle Corporation WHITE PAPER: 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. Posted: 22 Jan 2011 \| Published: 22 Jan 2011 TOPICS: Business Intelligence \| Business Intelligence Software \| Contact Centers \| CRM \| CRM Software \| Marketing \| Oracle (Product) \| Sales and Marketing Software \| Supply Chain Management

How-To Guide: Top Ways to Optimize Your Contact Center Investment sponsored by Cisco WHITE PAPER: Find out what you need to know to ensure your contact center runs to the best of its ability. Posted: 16 Jun 2014 \| Published: 31 Dec 2013 TOPICS: Contact Center Management \| Contact Center Services \| Contact Center Software \| Contact Centers \| CRM \| CRM Software \| Customer Interaction Services \| Customer Satisfaction \| Customer Service

Deploying a Contact Center in the Cloud - A Guide to Best Practices sponsored by Genesys WHITE PAPER: To effectively engage with customers across a newly-broadened spectrum of channels, savvy organizations are looking to cloud-based contact centers. In this white paper, discover 10 best practices for deploying and managing cloud-based contact centers that will help you keep costs down, customers happy, and processes efficient. Posted: 03 Jun 2014 \| Published: 31 Jul 2012 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Cloud Computing \| Cloud CRM \| Contact Center Management \| Contact Centers \| CRM