 Viewpoint- Standards in the Contact Center: Why You Should Care
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 | This Viewpoint highlights the value that open standards-based applications can bring to the contact center and why you should be demanding them from vendors. |
Making the Back Office Pay
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| Measuring and increasing productivity while reducing costs. |
From Workforce Management to Workforce Productivity
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| This white paper explains the concept of workforce productivity and the technologies that support it, and it offers advice for selecting workforce productivity technology and for choosing a vendor who can supply it. |
Insight On: Performance Management: Tools that Drive Action, Not Just Reports
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| This paper shows that contact centers need tools that drive action, instead of just reporting on results. Advanced performance management applications enable a structured process through which a company can take steps to improve performance vs key metrics |
Contact Center Intelligence
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| Contact center managers, more than ever, have to maximize their agents’ performance and improve their operations. This white paper talks to how they can meet these elevated expectations. |
Moving from Zero to 90 in 60 Seconds
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| This white paper explains the elements of performance optimization, and outlines how your contact center can use technology to increase agent efficiency and productivity, and positively impact your company’s bottom line. |
5 Ways to Optimize Your Workforce for Customer Contact in a Social Marketplace White Paper
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| This white paper discusses how workforce, quality and performance management capabilities provide practical business processes and tools for effective staffing, monitoring, reporting, evaluation and coaching. |
Four Reasons Why… Proactive Care Means Customer Loyalty
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| This white paper discusses four reasons why proactive customer care makes good business sense, along with some basic tips on how to start a proactive customer care campaign. |
What has Your Quality Monitoring Program Done for You Lately? Best Practices in Quality Monitoring
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| This paper offers some practical best practice tips for assessing and increasing the value that your quality process is delivering. |
Integrado vs. Unificado
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| Este documento explica la importancia de aprender a superar los desafíos de la integración, el control del caos y cosechar los beneficios que una solución unificada puede traer a su centro de contacto.
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Comunicaciones Unificadas…Sin Perder de Vista al Cliente
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| Este documento pone de relieve cómo la UC tienen la mayor relevancia si se expresa en términos de no sólo mejorar las comunicaciones de forma genérica, sino en tener el objetivo de mejorar la comunicación entre las organizaciones y sus clientes. |
Avanzando al Mismo Ritmo que el Consumidor
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| Este informe técnico describe las funciones clave y los principales requisitos técnicos que deben tenerse en cuenta a la hora de determinar junto con el departamento de TI la mejor solución para satisfacer las exigencias de los clientes. |
El Camino Hacia las Comunicaciones Unificadas Programación del Itinerario
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| Este informe ofrece información acerca de las cuatro etapas fundamentales que conforman el viaje de las comunicaciones unificadas y el impacto que éstas tienen en una empresa. |
Optimizing the Collections Process white paper - Spanish
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| Este Libro Blanco habla de la optimización del proceso de cobro. Centros de recolección de éxito continuamente debe analizar el rendimiento de los centros de contacto y la eficiencia de los agentes para maximizar dólares recaudados. |
Trabaje Mejor, No Más
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| Este documento describe la importancia en el desarrollo de una estrategia para optimizar el rendimiento del centro de contacto para las colecciones y el telemarketing. |
Ocho Pasos Esenciales: Llevar al Centro de Contacto más allá de una Operación Eficiente, Llevarlo a la Efectividad del Negocio
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| Este documento describe las mejores prácticas empleadas por las empresas que ya operan sus centros de contacto como centros de beneficios y el tacto de la tecnología que permite estas prácticas. |
Insight On- Lo que los Centros de Contacto Pueden Enseñar al Resto de la Organización Sobre Comunicaciones Unificadas
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| Esta información analiza la importancia de las comunicaciones unificadas en el centro de contacto y la función de las aplicaciones de optimización del desempeño. |
Insight On- Análisis de Voz – Revelando lo Desconocido
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| Esta visión sobre discute el valor de análisis de conversación a los centros de contacto y el negocio. |
El Centro de Contacto: El Punto Lógico de Partida para Cada Estrategia de Comunicaciones Unificadas
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| Viewpoint- The Contact Center: The Logical Starting Point for Every Unified Communications Strategy |
Insight On- Disaster Recovery – Is Your Contact Center Prepared?
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| This Insight On discusses a number of factors that your organization should take into consideration when building a comprehensive disaster recovery plan. |
Insight On- At-home Agents and the Virtual Contact Center
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| This Insight On discusses the seven things you need to know about at-home agents and the virtual contact center |
Controlling Contact Center Chaos
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| This white paper examines specific problems commonly encountered by contact centers using siloed products and analyze some of the benefits of a unified solution and where it makes the most sense to implement. |
Unified Communications for Healthcare
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| This Nemertes white paper discusses that by reducing human latency, improving collaboration, and enabling individuals and groups to improve their communications applications management, UC offers healthcare organizations tangible business benefits. |
Reducing Operational Costs and Increasing Staff Efficiency by Integrating the Communications Environment with Microsoft OCS 2007 R2: A Case Study on Aspect
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| This IDC white paper discusses Aspect's implementation of Microsoft OCS 2007 R2 and the results achieved. |
Curing the Cost Epidemic
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| This white paper reviews trends & statistics related to chronic health condition costs, how these costs impact hospitals, & how hospitals can use technology to help patients change lifestyle behaviors to lower readmission rates & uncompensated care costs. |
Give Them a Reason Not to “Zero Out”
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| This white paper will guide you through the benefits of well-planned contact center automation, explain the limitations you may face with your existing touch-tone system, & help you understand how to improve your technology and processes. |
Seven Things to Consider When Developing a Unified Communications Strategy
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| To boost competitiveness and improve business performance in today’s global environment, more and more enterprises are turning to Unified Communications (UC), which helps companies increase revenues, reduce costs, and enhance customer relationships. |
The Aspect® Unified IP® Five 9s Environment
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| As a mission critical application for an enterprise contact center, Aspect Unified IP 7 is architected to deliver high availability (HA) and reliability up to 99.999%. |
The Aspect® Unified IP® Five 9s Environment - Business Capabilities and Benefits
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| Five 9s, High Availability and the Enterprise-Wide Aspect® Unified IP® 7 Solution |
Beyond Workforce Management
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| This white paper explains the concept of workforce productivity and the technologies that support it, and offers advice for selecting the right workforce productivity solutions and vendors. |
