White Paper Library
TMCnet has created this new service to help you with the tasks of research and analysis in hopes to increase your productivity. Using more simplified searchcriteria, this Web site puts the most relevant information affecting the communications sector at your fingertips.
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White Paper Library Search
TantaComm has a "Fresh Message" for the Contact Center Marketplace
5/19/2014 2:40:44 PM
Contact centers are demanding more flexibility, higher value and better responsiveness. With a 98 percent annual customer retention rate, TantaComm is exceeding customer expectations with their industrial strength interaction recording and quality management solutions. TantaComm's approach is to provide customers more flexibility in how they do business today as well as in the choices they will need to make in the future.
Maximizing Agent Flexibility and Satisfaction with Intelligent Agent Self-Service
5/19/2014 2:38:38 PM
According to Dimension Data's 2013/2014 Contact Center Benchmark report, attrition is up 26% from the previous year. Contact center agents often leave their positions due to inflexibility with their work schedules. Solving this challenge is the objective of the latest WorkFlex offering - Intelligent Agent Self-Service.
Can you afford to bring your customer service operations back to America?
5/19/2014 2:31:09 PM
The real question is: Can you afford NOT to?
By improving customer satisfaction, driving down average handle time (AHT), increasing first call resolution (FCR), and improving efficiency across overall performance metrics, NeoVox Global created a model that has consistently outperformed off-shore/near-shore competitors for their clients in every key performance indicator (KPI), this includes cost per call (CPC)!
Avaya, the leading innovator in contact center technologies, conducted a case study highlighting the performance of NeoVox Global for one of the largest debit card companies in America using Avaya technologies in their on-shore customer contact center. NeoVox Global was the driving force behind the customer service turnaround at RushCard.
Is it time to re-consider who is taking care of your customers?
A One-Stop Shop to Flexibly Address Any Customer Interaction Requirement
5/18/2014 8:54:23 PM
Traditionally, when selecting business applications, organizations feel restricted to a deployment model or deployment configuration, which often leads to them making compromises on features and functionality.
What should matter the most is delivering the results your business, and its customers, require - and doing so without having to worry about how the business applications are deployed.
Q&A Session with AT&T's Mike Troiano
5/18/2014 8:53:07 PM
There are more than 16 million - and growing - wirelessly connected machines on the AT&T network. That's more than any other U.S. carrier. Over the past few years, AT&T has been the U.S. cellular M2M market share leader with nearly half of all connected devices. In this Q&A you will learn how AT&T is working to deliver solutions that enable customers to benefit from M2M, the Internet of Things and big data.
Increasing Sales Opportunity Through Marketing Compliance
5/18/2014 8:51:35 PM
List scrubbing is often used in an attempt to remain compliant with marketing regulations. However, this process does not cover the myriad of compliance laws and often unnecessarily suppresses contacts 20 - 60% of the time. In this Strategic Solutions Series you will learn how the cloud is enabling companies to remain compliant and increase sales.
Overcoming 5 Key Business Challenges for SMBs
5/13/2014 2:10:11 PM
In today's highly competitive marketplace, SMBs face many of the same challenges that larger enterprises do - but with fewer resources. Learn how simple and affordable video collaboration is helping organizations like yours to reduce costs and improve productivity.
Looming Challenges in the Hosted IVR Market
5/8/2014 11:17:42 AM
Frost & Sullivan's Customer Value Leadership Award is based on the findings of its Best Practices Research. Contact Solutions was awarded the Customer Value Leadership Award for Best Practices Research on hosted interactive voice response (IVR) solutions in 2014. The award was presented to Contact Solutions to recognize the company's focus on improving the return on investment for their customers. Contact Solutions has made a purposeful impact on the value its customers receive, which has translated to improved customer retention as well as customer growth.
Effectively Positioning Your Business for Mobile Customer Care
5/7/2014 3:56:29 PM
"Effectively Positioning Your Business for Mobile Customer Care" is a white paper based on the results of an October 2013 enterprise survey that was conducted to gain insight into the decisions mobile leaders are making to address consumer needs. The paper is part of a series of white papers by Contact Solutions that address the impact mobile will have on customer care in the next decade.
What Can I Do 4 U?
5/7/2014 3:54:37 PM
The breakthrough mobile survey, "What Can I Do For U?" was conducted in late 2013 and taken by more than 1,200 consumers. The survey set out to examine customer satisfaction and adoption rates of mobile customer service tools. The results show that consumers overwhelmingly agree that their customer service needs are not being met - especially within the mobile channel. Part of Contact Solutions series on mobile customer care, these survey results are enlightening when it comes to customer attitudes about their mobile experience.
5/7/2014 3:52:24 PM
Mobile is a cornerstone in your customers' daily lives, but what happens when your customers need help while interacting with your brand via their mobile device? Do they have to leave the app? If so, you've created a fractured brand experience - a break in your mobile brand.
"A Fractured Experience" is part of a series on mobile customer care, based on research conducted by Contact Solutions, that examines how consumers are using mobile customer care features, their likes and dislikes, and how the mass adoption of mobile phones has changed how customers can receive care as part of a more holistic brand experience.
Case Study: When webcams and Video Chat Just Don't Cut It
5/6/2014 3:17:28 PM
Outdoor Network (ODN), a retailer focused on the burgeoning outdoor enthusiast market, needed to keeps staff and management connected and regularly informed at 5 store locations. When consumer based video communications and webcams fell flat, ODN turned to a simple, affordable all-in-one video appliance.
Case Study: Up Close, Personal and Productive (One World Direct)
5/6/2014 3:16:04 PM
Logistics master One World Direct needed to maintain its tight knit, personal culture as it quickly grew to over 200 employees and expanded from one to four locations. Now telyHD Pro video conferencing appliances keep co-workers productive and on the same page at an unbeatable value.
Just Play Products Transforms its Culture with Affordable Video Conferencing
5/6/2014 3:15:04 PM
Video conferencing isn't new to Just Play, having adopted the technology over 13 years ago in an effort to maintain high productivity despite stringent travel restrictions. But it wasn't until recently with tely HD Pro, that the company could finally afford to roll out video conferencing to remote offices and small meeting rooms - providing the optimal way for team members to participate in multi-point video calls from any location.
Wainhouse Whitepaper: The Democratization of Meeting Room Collaboration
5/6/2014 3:12:59 PM
Making conferencing and collaboration available throughout the enterprise.
This white paper introduces a new class of "huddle room" video conferencing systems - devices designed to video enable the vast numbers of small enterprise conference rooms. With prices well below $1K and support for high definition video and document sharing, these video conferencing devices promise to make visual communications ubiquitous. This study discusses the target applications and the feature tradeoffs made by these price/performance-leading meeting room devices.
Making the Right Call: Key Factors to Consider When Choosing a Contact Center Vendor
5/2/2014 12:14:54 PM
The call center industry has many offerings and finding a potential vendor can become an extremely daunting task unless you understand the process. Selecting a best-fit call center vendor requires due diligence and a meticulous attention to detail because you are essentially putting your customer relationships in the hands of your vendor.
This whitepaper will provide you with recommendations on how to embark upon your search for a contact center vendor and key factors you must take into consideration.
You will learn:
- How to assess the size of a potential vendor based on the growth projections of your own organization
- How to find a provider that has a solid understanding of your specific industry and has conducted business in your vertical
- How to understand pricing and define total cost of ownership
- How to find a contact center vendor that has a proven track record of dependable uptime and a reliable disaster recovery program
Benchmarking Can Be Hazardous to Your Operation's Health!
4/30/2014 3:32:07 PM
Your contact center relies on benchmarking performance to assess and strategize key business objectives. But, is your organization falling victim to benchmarking hazards? In this whitepaper, Mark Miller, senior director of contact center solutions at J.D. Power, explains benchmarking hazards to avoid and tips to improve your benchmarking strategies. These true benchmarks can help an organization reach targets and maintain a culture of ongoing improvement.
New Report: Are You Testing the Right Mobile Devices?
4/30/2014 12:11:42 PM
Are you testing the right mix of mobile devices and operating systems to deliver the best mobile experience to your users?
Download this new report and get detailed statistics based on 90,000 hours of mobile device testing by over 1,200 companies, including:
- Devices tested vs. device market share
- Device breakdown by manufacturer, OS version & screen size
- Device type and OS share by industry sector
Make sure you keep up with your users and your competitors - Download a complimentary copy of this first-of-a-kind report.
New Forrester Report: A Benchmark to Drive Mobile Test Quality
4/30/2014 12:09:55 PM
Loaded with practical recommendations for improving the mobile user experience, this new Forrester report is the ultimate guide for those responsible for mobile quality.
Read this report today and find out:
- Why is the definition of mobile success changing?
- How do development and QA organizations respond to these new demands?
- What new tools and processes should developers use to ensure mobile quality?
Download a complimentary copy of the Forrester report ($499 value).