White Papers

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

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


Redefining the Work Experience

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

Technology White Papers


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


Drive Employee Satisfaction with Internal SLAs and Better Communication

Drive Employee Satisfaction with Internal SLAs and Better Communication

White Papers


Checklist: Managing Work-from- Home Contact Center Agents

NICE inContact has prepared the following Remote Agent Checklist to help you prepare in the event your workforce is forced to work from home.

White Papers Coronavirus


Business Continuity & Disaster Recovery in the Contact Center

Minimizing impact from disasters and emergencies through proactive strategy

White Papers Coronavirus


AI and KM: From Knowledge Management to Knowledge Automation

An AI-infused KM system delivers “knowledge at your fingertips,” making it easy for customers to access the right information 24/7.

Technology Artificial Intelligence White Papers


Coronavirus = Business Continuity Plan

Do you have the appropriate technology for your staff to work from home during a disease outbreak?

Technology White Papers COVID-19 Remote Work


How to Promote Customer Loyalty in the Age of Complexity

If removing friction from the customer journey is your goal, then it’s time to consider using intelligent automation.

Technology Self-Service White Papers COVID-19 Customer Retention


Executive Interview with LogMeIn’s Ryan Lester

There are so many opportunities in these little moments that customers have when they’re calling into a contact center or engaging with a frontline employee to make things better—and...

Technology Artificial Intelligence White Papers


Executive Interview with Bob Wienholt, CEO of CallShaper

Speed to market is very important to our clients. That is why we have set up CallShaper to be so easy to use. You can get a new campaign started in hours instead of days or weeks.

White Papers


Coaching Automated: Improving Agent Engagement Pays Off

Coaching—on top of training—is that essential element needed for agents to want to go the extra mile and provide great service.

Technology Workforce Optimization White Papers


What to Look for in a Secure Headset

Audio technology purchases for confidential environments are not a simple decision and can’t be treated as a mere add-on to a network.

White Papers


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