Contact Management White Papers

Today’s contact centre must be at the very heart of everything that happens in an organisation, and relationships to all other areas must be fully understood, and integrated. If done right, employee satisfaction, headcount turnover and customer satisfaction will greatly improve. VIEW SUMMARY

Call centres have been forced onto the back foot during most of their relatively short history. Customer service is of strategic importance, however. Read this white paper to find out why customer insight matters. VIEW SUMMARY

Customer centricity is the key to success in a globally competitive marketplace. A company only exists because of its customers. The phone remains one of the most effective ways to make contact with decision makers. How do we identify those that are ready to buy and fast track them to sales? VIEW SUMMARY

Customer service has become the most important differentiator between suppliers and firms live or die by their reputation. A range of channels for customer service and support now exist and customers expect to be able to use them. Read to find out how the traditional contact centre has to change. VIEW SUMMARY

Adequately securing the "Contact center in the Cloud" is a reality today. And it's one reason why more companies than ever are realising how an on‐demand, cloud contact center can reduce costs, increase business agility, and accelerate business innovation. Read the report to learn more. VIEW SUMMARY

This paper provides a guide to contact centres. Why the move from on-premises call centers? what is forcing changes in contact centers? how can cloud computing deal with this and how can you begin to make the move? This paper provides the answers. VIEW SUMMARY

Trust is a key element of attitude-based customer loyalty; when encouraging trust between a company and its customers, the contact center is a central organisation in that development. This whitepaper explores how contact centres can increase customer retention and affect customer loyalty. 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 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