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
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.
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.
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).
Certification - Great Programs Help Your Brand; Bad Ones Can Hurt
4/4/2014 9:50:58 AM
Herb Williams-Dalgart, senior director of certification and performance improvement at J.D. Power, spoke with CUSTOMER magazine to help us understand the benefits and challenges organizations might face when pursuing a certification program. For certification programs to be successful they should enable organizations to build and support a culture of excellence, highlight performance efforts, and ensure key standards are consistently met.
In this white paper, Herb outlines the main elements of a great certification program, reasons not to pursue a certification and the pitfalls of being unprepared prior to the process.
HigherGround Can Take Your Contact Center to New Heights
4/3/2014 4:46:08 PM
Technology can be a great help in making a contact center more efficient and effective. With the right tools and the right people, contact centers can focus on providing superior customer service and meeting business goals. HigherGround seeks to enable contact center efficiency with its call recording and advanced dashboard solutions.
In this Strategic Solutions white paper you will learn about HigherGround's call recording solution, Calibre, and the advanced dashboard, Calibre Analytics Dashboard. Both solutions are very user-friendly and easily customizable.
Applying Social Business: The Repeatable Patterns that Improve Business Processes and Provide Return
4/3/2014 4:07:43 PM
A shift of power in commercial relationships from producers and sellers to buyers has changed marketplace and leadership thinking toward greater collaboration with customers, partners and employees. Fortunately, new capabilities in technology and business practices can help organizations adapt and harness these marketplace dynamics. Social business can be combined with mobility and cloud to:
Enable organizations to innovate and execute faster
Better understand and serve their customers
Empower a more engaged workforce
Read this white paper for more information about seven examples of repeatable approaches for using social business practices and capabilities to impact your business, to create competitive advantage and to gain identifiable and measurable ROI.
Improving Collaboration by Adding Social Capabilities to Email
4/3/2014 4:04:53 PM
This paper looks at why email remains the primary mode of communication in business today and the fact that more and more organizations are looking at social software and other real-time communication methods to add to the email experience. Analyst firm IDC expects that organizations will use software, such as Notes and Domino 9x Social Edition which seamlessly combines email with social capabilities both on-premises and in the cloud, to complement existing tools and address the business need of getting the right data to/from the right people at the right time for the foreseeable future. Share this paper with your clients.
Champions of Software as a Service: How SaaS is Fueling Powerful Competitive Advantage
4/3/2014 3:59:30 PM
The use of Software as a Service (SaaS) has skyrocketed over the last few years and shows no signs of slowing. What's driving that demand? An IBM Center for Applied Insights study - based on input from more than 800 IT and business decision makers worldwide - offers some surprising answers.
As expected, reducing the total cost of ownership (TCO) of their applications is the top reason companies try SaaS. However, top performers are gaining something even more critical: competitive advantage. Leading companies are leveraging SaaS in powerful and even transformative ways.
Under Cloud Cover: How Leaders are Accelerating Competitive Differentiation
4/3/2014 3:57:49 PM
More and more business leaders are recognizing the profound implications of how implementing Cloud computing can help their organizations make money, differentiate and compete. According to a study sponsored by The IBM Center for Applied Insights, in collaboration with Oxford Economics, 802 Cloud decision makers and users surveyed believe that the top three most valuable capabilities in their "cloud of the future" would be:
-Product/service building blocks: Easy-to-assemble industry or business service components they can use to construct new products or services.
-(Even bigger) big data: Access to and management of vast data stores they can't get to now.
-Industry-specific platforms: Cloud platforms with applications and computing environments designed specifically for their industry.
Read this Study for more insights from Cloud computing decision makers and users involved in the survey.
The Bad and the Ugly of Out-House Agents
3/24/2014 10:41:03 AM
Who Answers When Customers Call Your Contact Center?
For basic customer service requirements, the at home agent model can sometimes be appropriate and very successful. But it is not a one size fits all solution - and this is especially true when you factor in privacy and compliance concerns when agents handle sensitive customer information or when the nature of the call is technical or specialized.
The objectives of this whitepaper are to shed light on the true history of the "out-house model." We will discuss the differences between in-house and out-house agents, and the pros and cons of each model.
You will learn:
- The history of the out-house approach
- If the at-home customer support model is right for your business
- Details on the good, bad and ugly results of leveraging out-house agents
- What questions to ask a provider about the out-house model