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This free service is provided to help you with the tasks of research and analysis in hopes of increasing your productivity. Using more simplified search criteria, this Web site puts the most relevant information affecting the communications sector at your fingertips.


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ICMI Multichannel Forecasting & Scheduling Tool Kit
LiveOps Cloud
8/9/2016 9:53:48 AM
Can you accurately forecast and staff your call center? It’s a foundation of great customer service. Having the right people in the right place, at the right time is critical, but many lack the tools and the time to truly realize it. When under and overstaffing occurs, it can be difficult to know the root cause and the steps needed to prevent it in the future.

This tool kit provides:

• workforce planning and management frameworks
• how-to guide for calculating staff requirements
• tips for effective scheduling
• best practices for real-time management skills
• and factors to consider when choosing your next WFM system

The Inner Circle Guide to Omnichannel Customer Contact
LiveOps Cloud
8/9/2016 9:52:19 AM
Digital channels account for around 30% of inbound customer contact, yet they are often disconnected from each other, inconsistent, and may even be more expensive than a voice call.

“The Inner Circle Guide to Omnichannel Customer Contact”, the definitive independent analyst report from ContactBabel, examines:

• the volume, growth and cost of digital channels compared to voice calls
• the channels most preferred by customers vs. what they actually use, and why
• inhibitors to omnichannel, and how to overcome them
• and the world beyond omnichannel

CCIQ Cloud Contact Center Report
LiveOps Cloud
8/9/2016 9:50:30 AM
Examine the call center technology landscape and gather actionable insights with CCIQ’s new Executive Report on Contact Center Technology.

CCIQ surveyed industry leaders and decision makers to determine their top selection criteria for new technology; performance criteria to evaluate existing technology; and priorities and timelines for the adoption of new technology solutions.

Giving up Control: The Customer is King Again
Frost & Sullivan
8/8/2016 3:19:00 PM
Frost and Sullivan recently invited select companies to participate in a new and unique thought leadership forum - our Virtual Think Tank. The executives who contributed their opinions and insights hail from a variety of name-brand companies such as: jet.com, TD Bank, Lincoln Financial Group, and Verizon.

The panelists explored key Customer Experience challenges, including:

• The importance of aligning your customer experience strategy internally first.
• Talking points for securing C-Suite, big-picture buy-in for a long-range, digital customer strategy.
• Avoiding costly technology errors by making sure new CX technology purchases can be integrated with existing systems.
• Creating “Brand Ambassadors”: Ideas for taking customer satisfaction to the next level.

Don’t Let Communications Tax Compliance Challenges Halt Innovation: Automation Keeps You Competitive
Avalara
7/28/2016 2:27:34 PM
The communications industry is in a state of extreme change, both in services offered and the way they are delivered. To stay ahead of the competition, communications service providers often offer a variety of new and in-demand services bundled in unique combinations. The complexity and velocity of changes can create a challenge for tax departments.

This Aberdeen Group whitepaper uncovers how top-performing communications organizations are utilizing technology to ensure tax compliance, while still enabling the business to remain agile and competitive.

The Tax Challenges of Accurately Identifying Customer Locations: For Communications Service Providers, There’s a Lot On the Line
Avalara
7/28/2016 2:26:54 PM
All communications service providers (CSPs) face a wide array of taxation challenges, but one of the biggest variables of all is location. Seemingly simple, it is in fact riddled with complications.

Pinpointing customer location at a granular level is critical for tax compliance and overall profitability. However, the most commonly used methods for identifying location for tax purposes are surprisingly unreliable. This whitepaper examines five methods and outlines how CSPs can resolve common location errors.

CRM BUYER’S GUIDE: Take the guesswork out of your CRM purchase
bpm'online
7/15/2016 11:11:34 AM
Selecting a CRM system that is a perfect fit for your business is an important step for your organization but may seem like a laborious and complicated task. However, taking the right approach can turn this project into an ROI-positive project with win-win results for your staff as well as your customers. Let’s take a look at the most crucial steps in this process and identify possible pitfalls and solutions that can help you avoid costly mistakes and achieve the best outcome of your CRM initiative.

A Foundation for Transformative Content Delivery
Ciena
6/28/2016 2:23:21 PM
To keep up with skyrocketing global demand for social networks and information, including everything from mobile data to high-definition video, content providers must scale and automate their operations as much as possible to keep costs low and performance high. Combining the speed and performance of optical networks with the automation and virtualization of SDN and NFV, and advanced Multi-Domain Service Orchestration (MDSO), can bring powerful benefits to content providers. This paper highlights primary advances in DCI and Data Center Federation that are helping to meet booming content demand, both inside and across data centers.

How to Choose the Right Contact Center Technology
TMCnet
6/27/2016 1:44:09 PM
In a world where differentiated and sustainable value is increasingly based on delighting customers, making sure frontline people in contact centers have the best tools available to better engage customers by creating great experiences, is paramount. This strategic white paper answers the question, “How does one choose the right Contact Center Technology?

Integrate Contact Center and CRM Data for Better Contact Center Performance
Transera
6/22/2016 1:00:24 PM
Leverage all the data in your contact center systems to improve performance. Learn how integrating ACD, IVR and CRM data creates a holistic view of customer interactions and delivers actionable insights to improve business success and customer satisfaction. Sample insights include, using analytics to match customers with agents with the best performance record for their need, or prioritizing customers based on their attributes.

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