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Understanding Your Customers to Differentiate & Grow Your Business
TeamSupport
12/8/2014 11:55:09 AM
Customer experience is a hot topic these days. But ensuring a positive customer experience that fuses with the goals of your organization is about more than just pledging to be more customer focused. It requires employing processes and systems that enable your customer support staff to actually understand the needs of customers rather than just addressing their needs in a one-off fashion, and to be able to respond to those requirements in the most effective way possible.

Taking Your Organization to the Next Level: Contact Center Performance Management
Acuity
12/8/2014 11:53:19 AM
You’ve invested in the best leadership, technologies, and human capital sourcing and development partners available to formulate and perfect the secret sauce that makes your enterprise exceptional and successful. Now you can gain even more value from these investments by consistently communicating your message and measuring the performance across your organization via contact center performance management.

Bank on It: Neustar Helps Companies Reduce Risk with Verification Solutions
Neustar
12/8/2014 11:50:54 AM
Businesses that don’t already have efforts in place to address the Telephone Consumer Protection Act would do well to begin exploring their options on this front as soon as possible. And, given various legal interpretations of TCPA to date, and the risk of very large statutory damages, taking a conservative approach to TCPA is probably the best course of action.

The New Help Desk: TeamSupport Enables Businesses to Better Understand Their Customers
TeamSupport
12/8/2014 11:49:32 AM
TeamSupport is a fully hosted cloud-based help desk solution that solves a fundamental problem that most support systems don’t: helping businesses better understand their customers.

Robert C. Johnson, president and CEO of TeamSupport LLC, explains it does that by delivering a suite of tools that provide insights into how customers interact with your company. CUSTOMER magazine recently interviewed Johnson to learn more.

Neustar Puts the Most Relevant & Current Data at Your Fingertips Identifiers, Attributes & Network
Neustar
12/8/2014 11:45:46 AM
“It is imperative for marketers to stand apart from the holiday noise by moving from monologue to a true, personalized dialogue. The best way to have a real dialogue with your customer is to leverage your own data. Our clients combine Neustar’s extensive data assets with their own data to identify, verify, and engage their customers in a personal and unique way, building deeper and more profitable relationships, both offline in call centers and in the digital ecosystem.” - Henry Tam, a managing director at Neustar.

Why Cloud May Be Your Best Option for Quality Management and Improved Customer Experience
Knoahsoft
12/5/2014 1:17:34 PM
Providing an exceptional customer experience requires exceptional contact center agents. While routing applications address getting an interaction to the right agent resource, quality management helps contact center management train and prepare its staff to optimally process those interactions. The cloud is increasingly being seen as a viable alternative for both types of applications.

Download this white paper to discover how the emergence of cloud-based workforce optimization solutions are helping companies save money and gain access to sophisticated quality management capabilities that enable contact centers to deliver on their customer experience visions.

Expand Your Horizons with M2M
Vodafone
11/18/2014 11:04:20 AM
As M2M technology permeates the industrial landscape, the utilities and energy sector are primed for adoption. In collecting customer behavioral data, M2M technology allows for more efficient energy use, happy customers and a more robust bottom line. See how Vodafone is helping drive the M2M revolution, download the white paper to learn more.

Machine-to-Machine Communications Service Provider Benchmarking 2014
Vodafone
11/18/2014 11:01:58 AM
The research is in, and according to Machina Research Vodafone holds onto the No.1 spot in terms of global M2m capabilities. The scoring metric was based on the six ‘P’s: Pedigree, Platforms, Place, Partnership, Process and People—Read the white paper to get the full analysis and report.

Understanding the Impact of the Connected Revolution
Vodafone
11/18/2014 10:59:21 AM
M2M is transforming the way business is done, and the future is lining up to be those that take advantage of M2M technology, connectivity and data analytics and those that do not. The choice is yours, read the full report to find out how your business can join the revolution.

Improve the Product Lifecycle
Vodafone
11/18/2014 10:56:43 AM
Manufacturers of all kinds face the stresses of demand, energy and labor and material costs. The magic of M2M allows a business to transform operations, and when implemented will save on cost and inefficiencies while increasing revenue and production. Vodafone is helping usher in a new wave of manufacturing, read more to find out how.

Disaster Recovery Best Practices
Unitrends
11/11/2014 11:45:54 AM
This Disaster Recovery Best Practice brief will describe how to leverage Unitrends offerings to ensure data protection and best practices for disaster recovery scenarios. After reading this brief, you will understand how to protect businesses' most critical data where backups alone simply will not meet the recovery need.

Backing Up With Doctor Who: 12 Reasons For 12 Doctors
Unitrends
11/11/2014 11:44:42 AM
Doctor Who — television's great traveler through space and time — might be the ultimate backup specialist. Not only does he go on adventures with his companions in the TARDIS, he can recover from just about any disaster simply by regenerating himself. While each incarnation of the Doctor is slightly—or vastly—different from the last, each brings something new to the table. That’s what has made the series so great for the last half century.

5 Ways Disaster Recovery Is Like Jack Bauer
Unitrends
11/11/2014 11:41:56 AM
If you don’t swoon at the words "disaster recovery," we don’t blame you. After all, the term sounds kind of pragmatic. No-nonsense. Mandatory. We get it, but things may just change when you start thinking of disaster recovery in terms of Jack Bauer from 24.

Winter Is Coming: Are You Prepared For Disaster Recovery?
Unitrends
11/11/2014 11:40:14 AM
In the words of epic book and TV series Game of Thrones, "Winter is coming," and there’s never been a better time to be on your guard. After all, we live in a world of vicious attacks, scary data breaches, unpredictable weather, and other factors that can threaten the very existence of both your applications and your precious data.

The Adoption Curve: Top-10 Characteristics of Pervasive Adoption of Audio / Video Conferencing & Collaboration
SPS
10/14/2014 10:27:49 AM
Audio Conferencing, Video Conferencing, and Collaboration are three real-time communication technologies that have the power to transform a business and deliver enhanced outcomes – IF the business truly adopts the new capabilities they provide.

Audio Conferencing, the eldest of these technologies, brings people together in a personal way with voice. Video Conferencing is about delivering a richer communication experience by enabling participants to see each other and interact visually. Collaboration is about providing teams with a working environment that’s rich in supporting information – including documentation, spreadsheets, desktop applications, web-based resources, and sometimes integrated voice and video.

These are all powerful capabilities – but if adoption fails to take place, even the best audio / video conferencing and collaboration products will fail to deliver a return on investment.

This white paper examines ten characteristics held in common by companies where usage of these solutions has become pervasive, outlining the Adoption Curve that describes the most common path to success with new real-time communication technologies.

The Journey to Workforce Optimization (WFO)
SPS
10/14/2014 10:25:38 AM
What factors determine whether a contact-center interaction produces a positive outcome? Often it’s the agent that makes the difference, but this doesn't tell the whole story. How was the "right agent" trained? Why was the call routed to that employee? What business systems supported the interaction?

To ensure the quality of every customer interaction, contact-center managers need a business system – a repeatable approach. Workforce Optimization (WFO) is a management practice designed to improve outcomes in contact-center and back-office communication environments. WFO solutions incorporate some combination of call recording, quality assurance, workforce management, e-learning and analytics.

This white paper illustrates the power of WFO capabilities, and the importance of effective roadmap planning and developing a realistic path for getting there.

Getting started with Microsoft Lync
SPS
10/14/2014 10:23:50 AM
Companies contemplating a Microsoft Lync implementation need good advice - strategic guidance on how the extensive suite of Lync capabilities can support their unique business model and needs. Lync can provide a very broad range of capabilities, from simple IM and presence to full-blown audio and video conferencing capabilities, web conferencing and more. But taking advantage of the advanced capabilities of Lync requires far more planning than simply switching them on. Like many business decisions facing IT professionals, it's an in-house or out-source, "buy or build" choice: recruit and train employees to bring this specialty on staff, or partner with some combination of vendors, service providers, and system integrators.

This white paper provides recommended steps to a successful Lync implementation — planning ahead, use cases, licensing, training and network readiness.

How Mobile is Transforming Enterprise Customer Experience
OpenMarket
9/22/2014 4:08:03 PM
How Mobile is Transforming Enterprise Customer Experience Every day more and more business processes are being transformed by mobile. Customers today demand smooth and efficient experiences throughout the whole customer lifecycle-from the moment they start to look for a product or service to the moment they decide whether to replace it or upgrade. In this paper we describe a more holistic view of customer service, provide real examples of how OpenMarketTM customers have re-engineered specific touch points for mobile engagement, and recommend practical steps for designing new and differentiating experiences that will attract and retain customers.

How CIOs Can Guide the Enterprise to Mobile Success
OpenMarket
9/22/2014 4:06:00 PM
How CIOs Can Guide the Enterprise to Mobile Success Consumerization. SaaS. Cloud. BYOD. Mobility. Just five years ago these words would not have described the focus of IT and security professionals. Yet today, CIOs are reckoning with all of these forces, joining executives from across the organization to redefine business processes and innovate new ways of working. In this paper we look at the new, front-line role of IT and security teams, specifically within enterprises using mobile messaging technologies.

Empower Your Agents to Engage your Customers
Bluewolf
9/10/2014 3:23:15 PM
The backbone of customer service has always been agent and the contact center. Customer service reps need greater collaboration across departments, better product or service knowledge accessibility, and new methods to deliver an excellent customer experience.
Download the guide to learn how to drive growth and profitability in the contact center by empowering your agents with:
• The right technology and processes
• The right knowledge
• The right level of motivation

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