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PDF DocumentViewpoint- Standards in the Contact Center: Why You Should Care



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.

PDF DocumentMaking the Back Office Pay



Measuring and increasing productivity while reducing costs.

PDF DocumentFrom Workforce Management to Workforce Productivity



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.

PDF DocumentInsight On: Performance Management: Tools that Drive Action, Not Just Reports



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

PDF DocumentContact Center Intelligence



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.

PDF DocumentMoving from Zero to 90 in 60 Seconds



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.

PDF Document5 Ways to Optimize Your Workforce for Customer Contact in a Social Marketplace White Paper



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.

PDF DocumentFour Reasons Why… Proactive Care Means Customer Loyalty



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.

PDF DocumentWhat has Your Quality Monitoring Program Done for You Lately? Best Practices in Quality Monitoring



This paper offers some practical best practice tips for assessing and increasing the value that your quality process is delivering.

PDF DocumentIntegrado vs. Unificado



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.

PDF DocumentComunicaciones Unificadas…Sin Perder de Vista al Cliente



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.

PDF DocumentAvanzando al Mismo Ritmo que el Consumidor



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.

PDF DocumentEl Camino Hacia las Comunicaciones Unificadas Programación del Itinerario



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.

PDF DocumentOptimizing the Collections Process white paper - Spanish



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.

PDF DocumentTrabaje Mejor, No Más



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.

PDF DocumentOcho Pasos Esenciales: Llevar al Centro de Contacto más allá de una Operación Eficiente, Llevarlo a la Efectividad del Negocio



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.

PDF DocumentInsight On- Lo que los Centros de Contacto Pueden Enseñar al Resto de la Organización Sobre Comunicaciones Unificadas



Esta información analiza la importancia de las comunicaciones unificadas en el centro de contacto y la función de las aplicaciones de optimización del desempeño.

PDF DocumentInsight On- Análisis de Voz – Revelando lo Desconocido



Esta visión sobre discute el valor de análisis de conversación a los centros de contacto y el negocio.

PDF DocumentEl Centro de Contacto: El Punto Lógico de Partida para Cada Estrategia de Comunicaciones Unificadas



Viewpoint- The Contact Center: The Logical Starting Point for Every Unified Communications Strategy

PDF DocumentInsight On- Disaster Recovery – Is Your Contact Center Prepared?



This Insight On discusses a number of factors that your organization should take into consideration when building a comprehensive disaster recovery plan.

PDF DocumentInsight On- At-home Agents and the Virtual Contact Center



This Insight On discusses the seven things you need to know about at-home agents and the virtual contact center

PDF DocumentControlling Contact Center Chaos



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.

PDF DocumentUnified Communications for Healthcare



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.

PDF DocumentReducing Operational Costs and Increasing Staff Efficiency by Integrating the Communications Environment with Microsoft OCS 2007 R2: A Case Study on Aspect



This IDC white paper discusses Aspect's implementation of Microsoft OCS 2007 R2 and the results achieved.

PDF DocumentCuring the Cost Epidemic



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.

PDF DocumentGive Them a Reason Not to “Zero Out”



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.

PDF DocumentSeven Things to Consider When Developing a Unified Communications Strategy



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.

PDF DocumentThe Aspect® Unified IP® Five 9s Environment



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%.

PDF DocumentThe Aspect® Unified IP® Five 9s Environment - Business Capabilities and Benefits



Five 9s, High Availability and the Enterprise-Wide Aspect® Unified IP® 7 Solution

PDF DocumentBeyond Workforce Management



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.
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