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.
Are you interested in contributing your White Paper into the TMCnet White Paper Library, contact us now !
White Paper Library Search
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.
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.
Fleet and Asset Management: Transforming Logistics with Machine-to-Machine Communications
3/21/2014 5:02:26 PM
M2M has already had a massive impact in the global transportation sector. It's becoming a mainstay of transport operations where freight needs to be delivered rapidly and safely. It's helping logistics companies manage global fleets to ensure that consignments arrive in optimum condition. M2M has taken tracking to a new and much more sophisticated level, creating new possibilities for companies wishing to track freight and vehicles.
Manufacturing Industry Brochure
3/21/2014 4:54:09 PM
M2M technology can save you time and money while transforming the way you run your business - from design through to post-production. M2M solutions provide you with real-time data to help you optimize each stage of your product lifecycle - enabling you to drive down costs and serve your customers better. Find out how manufacturers are already using our M2M solutions to improve processes, cut costs, and offer a better service to their customers.
3/21/2014 4:36:32 PM
With competitive pressures intensifying and the pace of innovation accelerating, recognizing key trends, understanding their implications and, where appropriate, responding decisively is essential to remain successful.
This paper describes our thinking relating to understanding the impact of the connected revolution. If you are interested in topics such as the growth of the Internet of things and machine-to-machine (M2M), the opportunity it represents for businesses and the requirements for success, then you will find this of interest.
Optimizing the Communications Architecture: Calculating SIP Bandwidth with Infortel Select Reporting
3/4/2014 11:59:22 AM
In the past, well worn methods of traffic engineering were used to plan voice networks. Calculations such as Erlang B and Erlang C ruled the day. Since T1's were used, companies typically added circuits in blocks of 24. SIP changes all this. The key metric of SIP traffic engineering is the number of concurrent calls needed. This not only equates to the way the service providers bill for PSTN SIP circuits, it relates directly to bandwidth required.
To properly engineer the network at each phase of the deployment, you need to calculate the number of concurrent voice channels needed. These calculations must be made for both on-net and PSTN calling. Many companies simplify this by guessing. For example, if a location had four POTS lines, they simply assume they will need four SIP circuits from their service provider. This can be a costly mistake.
How to Select a Workforce Management Solution for your Call center
3/3/2014 4:04:46 PM
Every call center has different workforce management needs. Size, structure, industry, type of calls and many other factors determine your unique requirements. This whitepaper provides some guidelines and key questions you should consider when selecting workforce management software for your call center. This will ensure you find the right solution for your contact center and get the most out of it.
Opengear Enhances Your Cisco Out-of-Band Management
3/3/2014 3:56:48 PM
Opengear can help you create a comprehensive Out-Of-Band management solution for your supervisor modules by creating a highly secure and isolated management network using two Opengear IM4216-34 console servers. These units support both serial and Ethernet connections and can create a separate and secure management network. These units also help restore and upgrade IOS images using their built-in TFTP servers and 16GB of internal flash. All serial and IP access can be controlled thru access lists and firewall rules.
Aligning People and Technology to Create an Effective Voice Self-Service Channel
2/28/2014 3:29:17 PM
It takes more than a vision to create an effective interactive voice response self-service solution in a contact center. There are many factors that contribute to the goal of achieving high self service completion rates along with improved customer satisfaction with this communication channel.
This case study explores two organizations that needed customer self-servicing solutions that would decrease contact center agent call volume. By implementing VoltDelta these organizations were able to improve their self-servicing rates, customer satisfaction, and provide agents with more time to deal with complex issues.
Download the white paper now.
Voice of Your Customers - Listening is only part of the story
2/27/2014 12:12:59 PM
A world-class voice of the customer (VOC) research program is important to all business centers, particularly contact centers. More than just a survey, a VOC program provides your organization with critical insights, analytical tools and the appropriate context by which to determine the value of the information collected. Asking questions that truly define and explore the entire customer experience, in timely fashion, can help your contact center to address and improve customer focused efforts. Download this white paper to learn how you can improve your VOC programs and see measurable results.
WebRTC Outlook 2014 Report
2/27/2014 9:58:50 AM
The WebRTC Outlook 2014 report is based on a survey conducted by WebRTC World in late December 2013. The focus of the survey was to provide feedback to and from the WebRTC community as to how WebRTC would be adopted, how it will be implemented and used and how it will change markets in 2014. The survey was sent to a broad WebRTC user community and over 100 respondents completed the survey. This is the best view of how the WebRTC community views 2104 for WebRTC adoption and use.
The survey had 13 questions, of which eight were multiple choice categories and five were open-ended. The survey was structured to get both defined results and open the responses to a variety of views. In the report, the survey and responses have been organized into five categories:
• Trends in WebRTC - This section identifies trends and general outlook for 2014.
• User Adoption - This section looks at the outlook for user adoption of WebRTC through 2014.
• Industry Adoption and Impact - This looks both at which industries will adopt WebRTC first and where the greatest impact and disruption will be.
• WebRTC Plans – This provides insight into plans by the respondents to use WebRTC in their business in 2014.
• Barriers - What are the barriers to WebRTC in 2014?
Medical Alert: A Success Story
2/6/2014 10:10:12 AM
For emergency monitoring device provider Medical Alert, staying on top of their contact center operations is the highest priority - the safety of their customers depends on it! So when Medical Alert began to experience rapid growth, they knew their current premise-based phone system wasn't going to cut it.
In this brief case study, explore how Medical Alert implemented a cloud-based contact center technology to overcome the challenges of its outdated phone system, including:
- Frequent outages
- Poor reporting capabilities
- Inability to integrate with Salesforce and other CRM apps
Read on to learn about the benefits this new tool offers Medical Alert, and why choosing the cloud for the contact center could be the right choice for your company as well.
NexRep: A Success Story
2/6/2014 10:04:56 AM
Today's customers expect efficient, personalized service when they communicate with a business, no matter the channel. So for contact centers, aligning the right agents to the right customers is critical success, as is maximizing agents' time and performance.
In this brief case study, learn how NexRep, a sales-driven call center, implemented a cloud-based inbound and outbound call technology in order to optimize agents for skill and performance, increasing efficiency and keeping customers satisfied.
OnBrand24: A Success Story
2/6/2014 10:02:50 AM
OnBrand24, a leading US provider of call center outsourcing services, was beginning to feel the weight of an outdated, premise-based phone system. It didn't have the latest contact center features OnBrand's customers were requesting, and the features it did have were less than stellar. In order to please their clients' growing demands, OnBrand24 needed to make a change.
In this brief case study, learn how OnBrand24 implemented a new, cloud-based contact center system that supported inbound and outbound calls. Read on to learn the benefits OnBrand experienced from this technology, including:
- Greater transparency into call results
- Easy integration with other client CRM software
- More effective call prioritization
- And more!