White Papers

Suppliers share their story, in their own words, about how their products and services can help you accomplish your objectives.

Executive Interview with ProcedureFlow

Instead of text-heavy knowledge base articles and documents, ProcedureFlow uses a visual guide to provide agents with the processes they need when they need them.

Check for Current Issue Rotator Technology White Papers

Executive Interview with Mario Fernandez, CEO of Pinoy Data Capture

Empathy is very important to our clients. Each client is very different, and we need to understand their needs and goals.

Operations White Papers

Top 3 Trends for the Future of Contact Center Training

Half of training professionals reported wishing their training was more hands on and engaging.

People White Papers

Where Does AI Fit in Your Contact Center Strategy?

AI shouldn’t be about replacing people; instead, it’s about asking yourself how you can use the technology to partner with and enhance human teams.

Technology Artificial Intelligence White Papers

The Whole World Is Going Digital. So Why Is your Buying Process Still Analog?

A true CXSP partners with all of the top CCaaS vendors—not just one or two, as in the past—creating a truly unbiased approach.

Technology White Papers

8x8 and Aryaka: Bringing the World Closer, Together

The future of enterprise communications rests on improving employee and customer experience. This means breaking down barriers between the contact center, organization, and outside world.

Technology Unified Communications White Papers

The New Digital Customer Engagement for the New (Ab)Normal

The same old limited digital service capabilities do not cut it in the new environment.

Technology Omnichannel Artificial Intelligence White Papers COVID-19

Transform Your Contact Center from an Expense to a Revenue Source

53% of customers don’t care whether they interact with a chatbot or a human, as long as their question gets answered.

Technology Omnichannel Artificial Intelligence White Papers

How to Get the Best Headsets for Amazon Connect

The contact center can be a tough environment. Lots of noise, all-day use, agents coming and going, and lots of wear and tear.

Technology White Papers

Rebooting Your Workforce Management Strategy

The world of workforce management is changing more rapidly than at any other time in our history.

Technology White Papers Remote Work Technology

Why the Call Center Was Already Collapsing—Even Before COVID-19

Phone-based support was already struggling to meet the demands of an increasingly digital world. Facing the strain of the COVID-19 crisis, it’s simply no longer viable.

Technology White Papers COVID-19 Vendor Services Remote Work Technology

Redefining the Work Experience

Mobile WFM communications help keep home agents engaged in the scheduling process and part of the team.

Technology White Papers COVID-19 Vendor Services Remote Work Technology

Executive Interview with MusicWorks’ David Sandler

When a caller is greeted with a synthetic voice, there is often a visceral reaction that subtly cues a negative reaction.

Operations White Papers

Cloud-Based Dialer Checklist

Cloud-based systems open a whole new world of features. Make sure you know what to ask for when you are evaluating a new dialing system.

Technology White Papers

Helping Organizations Adapt and Respond to the COVID-19 Pandemic

How you respond to your customers in the coming weeks will likely have a tremendous impact on the future of your brand.

Strategy Customer Experience Service Delivery White Papers COVID-19 Vendor Services Remote Work Strategy

Human side of AI