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Aligning People and Technology to Create an Effective Voice Self-Service Channel
CUSTOMER Magazine
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
JD Power
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
TMC
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?
Social Media Engagement for Superior Customer Service
CGS
2/24/2014 6:04:27 PM
As technology becomes part of the fabric of our lives, more and more customers use social channels to answer their questions. They engage with communities to resolve problems or address issues before they contact a call center. Social channels are not only easier to use for the consumer, they can also be less expensive and more effective than a traditional call center.

This whitepaper will provide you with recommendations on how to devise a comprehensive social media support strategy.

You will learn:
- How social media is actually a way to enhance customer service by giving the consumer an additional medium of communication
- How social media works with contact centers
- The ways call centers can use social media to engage with customers in a way that fits their lifestyles
- How social media gives customers a chance to interact with companies and gain the latest information as part of a larger community
Ensuring Your Brand is at the Forefront of a BPO Relationship
CGS
2/24/2014 6:02:44 PM
Far too often, BPO providers invest more in their own brand than in the brands of their customers. What they don't seem to realize is that equal, and often greater benefits can be achieved when they make that same investment in their customer's brands.

This whitepaper will provide you with recommendations on how to effectively align your brand with that of your outsourcer's and the steps you should take to ensure your vendor fully supports and embraces your brand.

You will learn:
- Why brand identification is important and how to maximize it
- How to assess your outsourced partner's brand loyalty
- The proper steps to extend your brand's culture
- Expected benefits
Avoiding Cloud Security Audit Pitfalls
INetU
2/19/2014 4:19:35 PM
The key to inexpensive and uneventful audits is advanced preparation. As SaaS providers and enterprises start preparing for audits that involve cloud environments, they would do well to learn from the mistakes of others. Cloud audits often involve participation from third parties such as hosting providers in order to provide verification of compliance. Unfortunately, it can be easy to bungle the relationship management between the audited entity, the auditor and the third party. INetU often witnesses some clients make simple mistakes in how they manage the workflow between all parties that inevitably costs the client in terms of extended and even failed audits. Our experts have identified some of the most common pitfalls here and offered some tips on how to avoid them.
Medical Alert: A Success Story
Five9
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
Five9
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
Five9
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!
University Bound: A Case Study
Five9
2/6/2014 9:58:23 AM
Call centers today need the right technology to empower agents and help them monitor and manage client campaigns. University Bound, a digital marketing agency that helps colleges recruit students, wanted to be able to generate large numbers of student leads, increase speed to lead, and measure agent performance.

To do this, they chose a cloud-based contact center platform. View this brief case study to learn why University Bound chose this platform, and discover the benefits they experienced, including:

- High functionality and easy-to-access data
- 1 minute speed-to-lead time
- Better reporting tools to measure performance
- And more
Case Study: NJ 2-1-1 Success Story: Passing the Ultimate Test
Five9
2/6/2014 9:55:00 AM
As an emergency information provider, NJ 2-1-1 needs to get the right answers to their customers as fast as possible. When the company realized their legacy contact center couldn't support the necessary call volume, they knew they needed to upgrade.

Check out this brief case study to learn how NJ 2-1-1 implemented a virtual, cloud-based contact center system that successfully handled over 90,000 calls when 2012's Hurricane Sandy hit. Discover the benefits of this system, including:


-Fast, flexible call routing and integration with other providers
-Voicemail box setup for calls that can't be immediately addressed
-Web-based resources so customers and employees have real-time access to data
-And many more
DirectBuy San Diego Success Story: Revving Up Calls- and Profits
Five9
2/6/2014 9:54:29 AM
DirectBuy, a wholesale-direct seller of consumer products and services, was having trouble with a slow outbound calling process. Their contact system was too rigid - it only allowed one-to-one calls and had not efficient means of weeding out "do not call" customers. As a result, DirectBuy suffered from frustrated agents and high cost-per-member.

Check out this brief case study to learn how DirectBuy implemented a cloud-based outbound call automation software in order to reach more prospective clients and handle calls more efficiently. Read on to learn about the specific benefits this tool offers DirectBuy, including:

-Tripled rate of outbound calls
-Decreased cost-per-member by $300
-Lowered leads-per-member by 10
-And more
Customer Magazine: Strategic Solutions Series (JD Power)
CUSTOMER Magazine
1/24/2014 10:38:55 AM
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.
Fixing the Everyone Problem
Varonis
1/22/2014 2:55:14 PM
Every organization stores volumes of data on their file servers, NAS devices, and in SharePoint and Exchange, yet it is almost impossible to manually answer critical data management and protection questions. Read this whitepaper to find out how to automate access control clean-up and management - with no performance impact.
The Essential Guide to US Compliance and Regulations
Varonis
1/22/2014 2:52:26 PM
This comprehensive whitepaper reviews key data protection legislation and helps you answer: Does this regulation apply to me? What are my obligations and requirements? How do I achieve compliance? What are the fines and legal ramifications of non-compliance? It covers HIPAA/HITECH, SOX, GLB, FCRA, and EU Safe Harbor Laws.
Faster SharePoint Migrations with Varonis
Varonis
1/22/2014 2:43:00 PM
Varonis data governance software can help expedite and streamline the migration of unstructured data from file shares to SharePoint servers and once complete, Varonis can continue to provide the recommendations for access controls that will ensure need to know based access that is in step with data growth.
VoIP Security: More Than Just IT Risk
VoIPShield
1/14/2014 2:34:55 PM
With VoIP adoption on the rise, businesses face growing risk from a wide range of threats targeted at their data networks. VoIP may be attractive for its economic benefits, but without proper security in place, it will be the weak link in your data security chain that hackers will quickly exploit. This new White Paper is based on research from across the IT sector, and was authored by the highly-regarded analyst consultancy, J Arnold & Associates.
Standardized Operating Environments for I.T. Efficiency
RedHat
1/13/2014 3:31:09 PM
The Red Hat Standard Operating Environment SOE helps you define, deploy, and maintain Red Hat Enterprise Linux and third-party applications as an SOE. The SOE is fully aligned with your requirements as an effective and managed process, and fully integrated with your IT environment and processes.

Benefits of an SOE:
SOE is a specification for a tested, standard selection of computer hardware, software, and their configuration for use on computers within an organization. The modular nature of the Red Hat SOE lets you select the most appropriate solutions to address your business' IT needs.

SOE leads to:
- Dramatically reduced deployment time
- Software deployed and configured in a standardized manner
- Simplified maintenance due to standardization
- Increased stability and reduced support and management costs
-There are many benefits to having an SOE within larger environments, such as:
- Less total cost of ownership (TCO) for the IT environment
- More effective support
- Faster deployment times
- Standardization
Linux Management with Red Hat Satellite Server: Measuring Business Impact and ROI
RedHat
1/13/2014 3:27:53 PM
This ROI study conducted by IDC is based on data gathered from structured in-depth interviews with representatives from over 10 IT organizations around the world using Red Hat Satellite to manage Red Hat Enterprise Linux. Based on this study, these organizations on average experiences a payback of less than 7 months on their initial investment, and yielded an average of 398% ROI over a 3-year period.
ZK Research - Lifecycle Management is the Key to Successful Unified Communications
Riverbed
1/7/2014 5:12:43 PM
To maximize the value of UC deployment and enjoy a rapid ROI, it's critical organizations also invest wisely in UC management. A robust UC management platform that addresses the needs of the UC lifecycle can speed up initial deployments but also give IT the tools it needs to predictively and proactively manage the environment.
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