Archive | Whitepapers
Contact Center KPIs for the Post COVID-19 Era
The Transformation of WFM with Adaptive, Real-Time Intraday Management
Contact Center Practices and Guidelines for Managing through COVID-19
Contact Center Work-at-Home Guidelines for COVID-19 (whitepaper)
Intelligent Automation in Contact Centers: Making it Real (whitepaper)
Cloud-Based Contact Center Infrastructure Selection Decision Framework (whitepaper)
Analytics-Enabled Quality Management Improves CX, Agent Engagement and Bottom Line (whitepaper)
Self-Service Maturity Model: Gaining a Competitive Advantage from Self-Service (whitepaper)
AI and Automation is the Path to the Future for Contact Centers (whitepaper)
Top KPIs for Managing Customer Service, Sales and Collections Contact Centers (whitepaper)
Building a Business Case for Cloud-Based Contact Center Solutions (whitepaper)
Great Service is a Customer Right (whitepaper)
IT Managers’ Guide to Cloud-Based Contact Center Infrastructure (whitepaper)
By Chris Detmer on October 26, 2017 in Cloud-Based Contact Center, Technology, Technology Selection Process, Whitepapers
KPI Guide for Omni-Channel Contact Centers (whitepaper)
By Chris Detmer on September 29, 2017 in Agent Management, Customer Experience Management, Key Performance Indicators (KPIs), Management [Contact Center], Omni-Channel Contact Center, Performance Management [Contact Center], Whitepapers
The Making of Great Agents (whitepaper)
By Harold Fluss on July 27, 2017 in Agent Engagement, Coaching/eLearning, Performance Management [Contact Center], Training, Whitepapers
Real-Time Adaptive Scheduling Improves Contact Center Dynamics (whitepaper)
Enterprise Uses of Speech Analytics (whitepaper)
By Harold Fluss on June 4, 2017 in Analytics, Customer Experience Analytics, Customer Journey, Speech Analytics, Text Analytics, Whitepapers
Using Interaction Analytics to Improve the Customer Journey (whitepaper)
By Harold Fluss on May 22, 2017 in Analytics, Customer Experience Analytics, Customer Journey, Speech Analytics, Text Analytics, Whitepapers
FCR in an Omni-Channel World (whitepaper)
By Harold Fluss on April 10, 2017 in Customer Journey, First Call Resolution, Performance Management [Contact Center], Strategy [Contact Center], Whitepapers
Omni-Channel Contact Centers are Required in the Digital Era (whitepaper)
By Harold Fluss on April 4, 2017 in Channels [Contact Center], Contact Center, Customer Journey, Omni-Channel Contact Center, Technology, Whitepapers
What End-Users Want from Their Cloud-Based Contact Center Infrastructure Vendor (whitepaper)
By Harold Fluss on April 4, 2017 in Cloud-Based Contact Center, Contact Center, Technology, Technology Selection Process, Whitepapers
Your Customers Deserve a Better IVR (whitepaper)
By Harold Fluss on March 30, 2017 in IVR Analytics, IVR/Speech Recognition, Self-Service, Whitepapers
Consumers Channel of Choice – A Multi-generational Benchmark Study of Consumer Channel Preferences (whitepaper)
By Harold Fluss on March 15, 2017 in Channels [Contact Center], Strategy [Contact Center], Whitepapers