 | The Work-at-Home Agent Model for Improved Customer Loyalty |
| This paper discusses options for deploying and managing a home-based agent model with the ultimate goal being increased customer loyalty. As the key driver in this model, other cumulative benefits result: higher agent productivity, reduced attrition, lower operational costs and stronger business continuity. |
| | Don't Let Outdated Telephony Hardware Slow You Down |
| Frequently, organizations that operate contact centers are facedwith the challenge of having to work with unfamiliar or outdated telephony equipment. Frustrations range from having to get a few more years out of legacy telephone equipment to having disparate systems that evolved either through growth or acquisition. As contact centers grow and telephony equipment ages, organizations struggle to deliver a consistent agent and customer experience while also juggling varying voice and IP service providers, dueling network infrastructure and scattered or lacking key performance indicator (KPI) reporting. |
| | Reduce Costs and Increase Performance: The SaaS Advantage for Contact Centers |
| This paper examines current economic and business trends impacting the contactcenter market. It provides guidance and recommendations for contact centers looking for an alternative to on-premises contact handling solutions. |
