Managing risk is a normal part of doing business, and risk is present everywhere: from the corporate boardroom to the reception area – and everywhere in between. The issue lies not in risk’s existence but in your response to it. Many times, the very action that presents a risk also presents a business opportunity. The... Read More

Cloud-based SaaS, or Contact Center-as-a-Service (CCaaS) models are being considered for all kinds of business applications and the shift to cloud includes contact center technology. Read More

Over the past few years, we have seen dramatic changes in the relationship between corporate business and customer. Across the western world, power has been steadily shifting back to the consumer. Most markets are mature and this speed of commoditization has made it all the more important to handle customers in the way they want to be handled... Read More

Improving agent engagement is a common objective amongst call center managers. It’s no secret that engaged agents tend to be more productive, have better customer service scores and help create a positive work environment. Read More

Download this white paper to understand why this change is occurring and how contact centers can invest ind sound WFM and L&D solutions to provide their current workforce with the skills they need to keep service levels on pace. Read More

Download this white paper to learn the results of two case studies that can make a positive impact on your service levels by way of WFM software. Read More

Empower agents to acquire the skills and information they need to deliver service to the highly informed 21st Century customer. Download this white paper to learn more about agile learning & development tools for servicing the educated customer. Read More

Download this white paper to learn how to achieve real, measurable ROI on your omni-channel investment, as well as to better understand the demarcation between basic, reactive omni-channel and the proactive omni-channel you're really striving for. Read More

Workforce management software can help call centers easily and effectively accommodate agents’ work time preferences while controlling for shift allocation fairness. Ineffective scheduling can impact agent motivation and the bottom line. Learn how two organizations improved agent motivation and increased profitability with workforce management software. Read More

Implementing an omni-channel solution is a significant and complex undertaking. Download this white paper to learn how to avoid pushback, and coordinate stakeholders and decision makers across multiple departments for omni-channel success. Read More

For years, contact centers have had to make sacrifices. If they wanted an affordable solution that was quick and easy to set up, they gave up functionality and scalability. If they required a full-featured, scalable solution then they paid the price – both in terms of hardware/software costs and ease of use. But these sacrifices... Read More

Download this white paper to discover how big data can be used to improve customer engagement through a variety of channels, including phone and/or IVR interactions. Read More

Download this white paper to learn how the agent desktop can be optimized to improve agent performance and drive better customer experiences. Read More

Download this white paper to learn how an omni-channel customer engagement platform can provide the solution to unifying communications channels and delivering the seamless experiences customers demand. Read More

Moving contact center technology to the cloud is not all-or-nothing. Find a strategy for moving to the cloud that supports your contact center requirements. Download this white paper to learn 3 strategies for moving your contact center to the cloud. Read More

Download this white paper for an anlysis of both on-premise call center software and hosted call center services to determine which delivery model offers the best security, scalability, integration, cost, and features and functionality. Read More