Call Centre Management White Papers

In relation to call centres, a survey uncovered that those rating phone service as ‘poor’ or ‘very poor’ almost trebled between 2003 and 2010. A lack of personalised contact makes customers irritated and disengaged. Read this white paper for tactics for personalising customer experience. VIEW SUMMARY

Given the rapid growth in the number of virtual machines being deployed, it’s no surprise that scalability, performance, and the overall volume of storage capacity have been identified as key challenges. VIEW SUMMARY

How do you develop a multi-channel contact centre with web chat, social media and SMS capabilities? What are the benefits? What are the pitfalls? And which organisations have successfully implemented one? VIEW SUMMARY

This white paper discusses five critical evaluation criteria for choosing an VIEW SUMMARY

This Forrester report evaluates 10 leading Web Content Management (WCM) vendors across approximately 115 criteria and and identifies the leaders according to different areas of strength. VIEW SUMMARY

SIP provides two overwhelming advantages that contact center decision makers need to understand. The first is the freedom of choice in hardware and software — resulting in greater flexibility, easier integration, faster deployment, and cost efficiencies. VIEW SUMMARY

Join the SSPA, InQuira and Juniper Networks for this webcast on how Juniper Networks transitioned from a phone-based to a web-based model. You will learn how Juniper Networks recently launched a successful new knowledge base, and how Juniper Networks’ knowledge base became the backbone application VIEW SUMMARY

View this on-demand webinar to learn how to accelerate the time to resolve customer support issues, design a customer interaction experience around each customer's needs, empower call-centre agents to be more productive, deliver an online support experience that will set you apart from your VIEW SUMMARY

Thanks to reductions in telecommunications costs and advances in information technology, many companies have expressed a significant interest in relocating a number of business processes to lower wage countries. This interest has fueled the growth of both captive and outsourced processing and VIEW SUMMARY