White Papers

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

Could Your New Seasonal Employee Be a Robot?

RPA can be that helping hand in the contact center to eliminate tedious, time-consuming tasks, reduce hold time and after-call work, and help agents and seasonal workers onboard and get up to speed quickly.

Technology Assisted Service White Papers



CX Satisfaction Starts with Your Brand Advocates

Empower agents to provide insightful, proactive service by unlocking the power of customer data.

 

Technology Omnichannel White Papers


How to Elevate Your Customer and Agent Experience

Gone are the days when customers were satisfied with a single channel to reach your contact center.

Technology Workforce Optimization White Papers


You Can’t Afford Not to Pursue Knowledge Management

Without someone focused on optimizing knowledge, it can quickly grow stale and ineffective in meeting agent needs.

Technology White Papers


Why It’s Time for Your Contact Center to Embrace Omnichannel

Customers expect the same level of service no matter how they contact you. They don’t view your brand as a series of channels, rather they see it as one cohesive unit.

Technology Omnichannel White Papers


Take Action on the Customer Journey for Enhanced CX Satisfaction and Loyalty

There is a lot of power in being able to jump in and help shape the customer journey to be more direct and with less “turbulence.”

Technology Omnichannel White Papers


Contact Centers: The Secret to Business Intelligence

Contact center data is not actionable in its raw form. It takes the right data aggregation, analytics and reporting tools to turn it into meaningful business intelligence.

Operations Reporting White Papers


What to Look for in a Secure Headset

Audio technology purchases for confidential environments, such as those in the financial services industry, are not a simple decision and can’t be treated as a mere add-on to a network.

Technology Unified Communications White Papers


Why It’s Time for Your Company to Embrace Omnichannel

It’s important to ensure that whether it’s the human interacting with the customer, or it’s the digital interaction, or it’s the bot, your customers are getting the same answers across all channels.

Technology Omnichannel White Papers


Association Spotlight: NECCF, Northeast Contact Center Forum

Most successful companies have a knack for getting employees absolutely obsessed with customer service. Their secret is a customer-focused culture.

Strategy Culture White Papers


Scheduling Resources Through Communication and Collaboration

The new generation of workers have grown up using cell phones from an early age. So why not communicate with agents how they prefer?

Technology Workforce Optimization White Papers


Delivering a Personalized, Effortless, Connected CX

Today’s customer experiences cannot be viewed as a series of disparate, disconnected interactions; they must be viewed as part of a continuous, wholly integrated journey.

Strategy Customer Experience White Papers


The Secret Sauce for Increasing Customer Happiness

Customer happiness and engagement are amongst the most significant drivers behind the image, culture and success of an organization.

Strategy Customer Experience White Papers


Focus on Well-being: The Benefits of Wireless Audio

Businesses need to adopt a holistic view of their practices to improve health and productivity.

Unified Communications White Papers


Sennheiser