White Papers for Call Center Management and Software

  • 5 Reasons Skype for Business is a Natural Fit for the Contact CenterBy

    Thousands of companies have successfully deployed millions of Skype for Business seats, yet many still don’t think of Skype for Business as a platform for their contact center. What they may not know is that Skype for Business is a natural fit and has significant advantages over legacy PBX...
  • No Safe Place to Stand in Today's Contact CenterBy

    If you manage or are otherwise responsible for a contact center, then these numbers should be important to you. And even though you may argue some of the finer details, the underlying story rings true. According to Forrester, only 53% of consumers are satisfied with their phone support...
  • Special Information Tones (SIT) - A Better Approach for Call CentersBy

    Call center managers are all too aware of the high percentage of calls which are rejected by the phone network and return a SIT to their dialer. What many are not aware of, however, is the fact that there are more than 26 unique types of SIT records and that many should be treated uniquely so...
  • Building a World-Class Quality Assurance ProgramBy

    Contact center customer service is an essential component in both customer relationship management and customer experience management. Firms who excel in providing customer service consistently outperform their competitors who lag in this arena. The construction and implementation of an...