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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Delivering a Digital Customer Experience for Today’s Mobile Consumer

Mitel | 08/10/2016

Consumers today expect to be able to interact with businesses through the medium of their choice, wherever they are.

You’ll learn:

• How to support businesses to be ready in a digital and mobile world
• The positive impact of a good digital customer experience
•…

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Empower Your Customer Service Team to be Brand Advocates

Frost & Sullivan | 08/10/2016

Social customer service is no longer a luxury; it's a necessity. Consumer adoption of all forms of social media is at an all-time high but most companies are still using social media solely for outreach, missing a valuable opportunity for enhanced customer service. Social customer servic…

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Simplifying Security for Developers: 5 New Rules for Success

CENTRI | 08/10/2016

In order to take advantage of the latest digital business models, organizations need security that remains with their data and protects it no matter where it goes. Security needs to be transparent in solutions, without impacting the user experience. Organizations and developers need to define a resi…

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Finding a True Cloud Contact Center – Top 5 Myths Dispelled

LiveOps Cloud | 08/09/2016

Cloud technology is one of the most misunderstood concepts of our time. Software as a service from the cloud has distinct advantages, but with all the market hype, it’s difficult to decipher between what is myth and what is reality.

This eBook delves into the top 5 myths around choosing a c…

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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 …

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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 m…

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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 wa…

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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…

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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 Contac…

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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 existi…

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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 V…

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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 …

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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 …

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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 cust…

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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 o…

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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,…

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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 t…

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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 prioriti…

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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, rec…

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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…

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