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ICMI: Insider’s Guide to Perfecting the Customer Journey
LiveOps Cloud
08/09/2016
The exploration of the customer journey begins with a simple fact: no organization is perfect. And while it may seem as though everyone else is getting it right, the truth is that even “best in class” contact centers have a few things they wish they could change.

This is what ICMI discovered when they surveyed hundreds of global, leading-brand contact center professionals. From the best to the worst, ICMI dissected the challenges, strengths, and the opportunities that exist for any organization to perfect their customers' journey. In their report, ICMI Guide to Perfecting the Customer Journey, they offer recommendations to help contact center decision makers:

• overcome the top challenges in the contact center
• transform customer service from reactive to proactive
• train agents to recognize and embrace moments along the customer journey
• implement new technologies to improve time and process efficiencies
• turn all data into actionable data
4 Steps to a Successful Always-on Contact Center
LiveOps Cloud
08/09/2016
Contact centers worldwide are undergoing fundamental changes. They must accommodate multichannel communications without losing their personal touch to meet the new expectations of quality, efficiency, and availability in an “always-on” consumer world.

This white paper outlines how today’s most modern enterprises are evolving their contact centers to achieve strategic organizational goals, from revenue retention to sales growth, and more.
Connecting with the Next Gen Customer
LiveOps Cloud
08/09/2016
Gone are the days when the contact center was seen purely as a voice only sales and service center. With the rise of the next gen social customers who research, blog, and post online, leading companies are realizing that to develop a truly effective engagement center, communication must flow both ways - and they are embracing these social channels to extend that reach.

This eBook outlines the top 5 trends progressive companies are adopting to transform their old-school contact centers into modern customer engagement centers.
ICMI Multichannel Forecasting & Scheduling Tool Kit
LiveOps Cloud
08/09/2016
Can you accurately forecast and staff your call center? It’s a foundation of great customer service. Having the right people in the right place, at the right time is critical, but many lack the tools and the time to truly realize it. When under and overstaffing occurs, it can be difficult to know the root cause and the steps needed to prevent it in the future.

This tool kit provides:

• workforce planning and management frameworks
• how-to guide for calculating staff requirements
• tips for effective scheduling
• best practices for real-time management skills
• and factors to consider when choosing your next WFM system
The Inner Circle Guide to Omnichannel Customer Contact
LiveOps Cloud
08/09/2016
Digital channels account for around 30% of inbound customer contact, yet they are often disconnected from each other, inconsistent, and may even be more expensive than a voice call.

“The Inner Circle Guide to Omnichannel Customer Contact”, the definitive independent analyst report from ContactBabel, examines:

• the volume, growth and cost of digital channels compared to voice calls
• the channels most preferred by customers vs. what they actually use, and why
• inhibitors to omnichannel, and how to overcome them
• and the world beyond omnichannel
CCIQ Cloud Contact Center Report
LiveOps Cloud
08/09/2016
Examine the call center technology landscape and gather actionable insights with CCIQ’s new Executive Report on Contact Center Technology.

CCIQ surveyed industry leaders and decision makers to determine their top selection criteria for new technology; performance criteria to evaluate existing technology; and priorities and timelines for the adoption of new technology solutions.
Giving up Control: The Customer is King Again
Frost & Sullivan
08/08/2016
Frost and Sullivan recently invited select companies to participate in a new and unique thought leadership forum - our Virtual Think Tank. The executives who contributed their opinions and insights hail from a variety of name-brand companies such as: jet.com, TD Bank, Lincoln Financial Group, and Verizon.

The panelists explored key Customer Experience challenges, including:

• The importance of aligning your customer experience strategy internally first.
• Talking points for securing C-Suite, big-picture buy-in for a long-range, digital customer strategy.
• Avoiding costly technology errors by making sure new CX technology purchases can be integrated with existing systems.
• Creating “Brand Ambassadors”: Ideas for taking customer satisfaction to the next level.
Don’t Let Communications Tax Compliance Challenges Halt Innovation: Automation Keeps You Competitive
Avalara
07/28/2016
The communications industry is in a state of extreme change, both in services offered and the way they are delivered. To stay ahead of the competition, communications service providers often offer a variety of new and in-demand services bundled in unique combinations. The complexity and velocity of changes can create a challenge for tax departments.

This Aberdeen Group whitepaper uncovers how top-performing communications organizations are utilizing technology to ensure tax compliance, while still enabling the business to remain agile and competitive.
The Tax Challenges of Accurately Identifying Customer Locations: For Communications Service Providers, There’s a Lot On the Line
Avalara
07/28/2016
All communications service providers (CSPs) face a wide array of taxation challenges, but one of the biggest variables of all is location. Seemingly simple, it is in fact riddled with complications.

Pinpointing customer location at a granular level is critical for tax compliance and overall profitability. However, the most commonly used methods for identifying location for tax purposes are surprisingly unreliable. This whitepaper examines five methods and outlines how CSPs can resolve common location errors.
CRM BUYER’S GUIDE: Take the guesswork out of your CRM purchase
bpm'online
07/15/2016
Selecting a CRM system that is a perfect fit for your business is an important step for your organization but may seem like a laborious and complicated task. However, taking the right approach can turn this project into an ROI-positive project with win-win results for your staff as well as your customers. Let’s take a look at the most crucial steps in this process and identify possible pitfalls and solutions that can help you avoid costly mistakes and achieve the best outcome of your CRM initiative.
A Foundation for Transformative Content Delivery
Ciena
06/28/2016
To keep up with skyrocketing global demand for social networks and information, including everything from mobile data to high-definition video, content providers must scale and automate their operations as much as possible to keep costs low and performance high. Combining the speed and performance of optical networks with the automation and virtualization of SDN and NFV, and advanced Multi-Domain Service Orchestration (MDSO), can bring powerful benefits to content providers. This paper highlights primary advances in DCI and Data Center Federation that are helping to meet booming content demand, both inside and across data centers.
How to Choose the Right Contact Center Technology
TMCnet
06/27/2016
In a world where differentiated and sustainable value is increasingly based on delighting customers, making sure frontline people in contact centers have the best tools available to better engage customers by creating great experiences, is paramount. This strategic white paper answers the question, “How does one choose the right Contact Center Technology?
Integrate Contact Center and CRM Data for Better Contact Center Performance
Transera
06/22/2016
Leverage all the data in your contact center systems to improve performance. Learn how integrating ACD, IVR and CRM data creates a holistic view of customer interactions and delivers actionable insights to improve business success and customer satisfaction. Sample insights include, using analytics to match customers with agents with the best performance record for their need, or prioritizing customers based on their attributes.
Breaking Down Silos: A Brief Guide on the Importance of Unified Customer Engagement
Transera
06/22/2016
Integrating your call management and CRM systems eliminates functional overlap and decreases complexity. Read this whitepaper to learn how integrating your ACD, IVR and CRM systems can break down application silos and unify customer engagement to create a centralized global queue for better prioritization, provide analytics to drive routing strategies and deliver real-time operational and business performance reporting.
The Ultimate Guide to Optimizing your Salesforce powered Call Center
Transera
06/22/2016
Learn how you can add Voice to Salesforce to gain unified visibility, real-time control, insight into how operations correlate to business performance, and productivity improvements for everyone in the call center. Administrators can set up call center operations in Salesforce while agents make, receive and log calls from within Salesforce. Managers can monitor and manage all channels, routing strategies, call quality and agent performance in real-time from within Salesforce while dashboards and reports integrate IVR, ACD, CRM and agent performance data.
Office Depot Case Study
Transera
06/22/2016
By moving call management for all their in-house and partner-managed sites to the cloud for a global queue, real-time dashboards and standard performance management reporting, Office Depot reduced outsourcing costs and improved business outcomes. Read how Office Depot took global control of their 34 contact centers on 4 continents with over 3000 agents handling 20 million customer interactions a year and reduced their speed of answer from 30-40 seconds to under 10 and their abandoned rate from 3-4% to less than 1%.
Metrics Infographic
Transera
06/22/2016
90% of of consumers still prefer the telephone for customer service. This Infographic brings together some key statistics as to why quality phone support is still important, the potential impact on customer retention, satisfaction and sales and the metrics companies are measuring as a result.
The Chatbot communication revolution and telco messaging gateways
Xura
06/21/2016
Changes in consumer behavior with the adoption of OTT services and apps, means that device users have shifted away from voice calls as the primary method of interaction to chat. In fact, a preferred way of communication with companies, brands or enterprises today is via chat. With this evolution, chatbots have come to the fore, offering a method of frictionless, natural subscriber interaction. The Chat Bot communication revolution and telco messaging gateways, looks at what chat bots are, how they will be used, and the impact they will have on apps and websites. The paper will also address how mobile operators can leverage the chatbot revolution with telco messaging gateways.
Navigating the RCS Journey in the Google age
Xura
06/21/2016
The recogniszed and universal operator RCS challenge was recently addressed by the agreement between the GSMA, Google and a number of key mobile operator groups. The intent of the agreement is to ensure that the more than one billion android users will be enabled with a common profile for RCS services providing a consistent and interoperable messaging experience between all android devices across all operators worldwide. The goals is that the RCS service will interwork across operator networks seamlessly when subscribers are roaming, similar to SMS. Navigating the RCS Journey in the Google Age, will address the developing promise of RCS, the evolved RCS service today and laying the foundations for an RCS future.
Exploring SS7 fraud that threatens mobile network security and subscriber privacy
Xura
06/21/2016
Given that mobile communications is a prime target for hackers who desire to penetrate critical infrastructures and businesses, mobile operators must define and implement protective measures quickly to safeguard their networks before subscribers, organisations, and even governments fall prey to misuse. Exploring SS7 fraud that threatens mobile network security and subscriber privacy, exposes the vulnerabilities and threats that are impacting the SS7 signalling network, the exploitations that can take place today and the measures operators can put in place to solve this growing security issue.
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