Whitepaper Library

TMCnet offers this extensive library to help you productively perform research and analysis. Using simplified search criteria, this archive puts actionable, relevant information about communications and technology at your fingertips.

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Maximizing Agent Flexibility and Satisfaction with Intelligent Agent Self-Service

WorkFlex | 05/19/2014

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 - Intelli…

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A One-Stop Shop to Flexibly Address Any Customer Interaction Requirement

Enghouse Systems | 05/18/2014

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 custom…

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Q&A Session with AT&T's Mike Troiano

AT&T | 05/18/2014

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 …

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Increasing Sales Opportunity Through Marketing Compliance

Gryphon | 05/18/2014

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…

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Benchmarking Can Be Hazardous to Your Operation's Health!

JD Power | 04/30/2014

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 avoi…

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Certification - Great Programs Help Your Brand; Bad Ones Can Hurt

JD Power | 04/04/2014

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 en…

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HigherGround Can Take Your Contact Center to New Heights

HigherGround | 04/03/2014

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 recordi…

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Fleet and Asset Management: Transforming Logistics with Machine-to-Machine Communications

Vodafone | 03/21/2014

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 ta…

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Manufacturing Industry Brochure

Vodafone | 03/21/2014

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 be…

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Connected Revolution

Vodafone | 03/21/2014

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…

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Optimizing the Communications Architecture: Calculating SIP Bandwidth with Infortel Select Reporting

ISI | 03/04/2014

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 numb…

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How to Select a Workforce Management Solution for your Call center

Monet Software | 03/03/2014

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 ce…

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Opengear Enhances Your Cisco Out-of-Band Management

Opengear | 03/03/2014

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 se…

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Aligning People and Technology to Create an Effective Voice Self-Service Channel

VoltDelta | 02/28/2014

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.

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Voice of Your Customers - Listening is only part of the story

JD Power | 02/27/2014

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…

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WebRTC Outlook 2014 Report

TMC | 02/27/2014

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 su…

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Medical Alert: A Success Story

Five9 | 02/06/2014

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 g…

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NexRep: A Success Story

Five9 | 02/06/2014

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,…

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OnBrand24: A Success Story

Five9 | 02/06/2014

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 o…

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University Bound: A Case Study

Five9 | 02/06/2014

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…

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