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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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Cloud Opportunity: How to Sell the Cloud to Your Clients
1/20/2016 8:21:43 AM
The IT Landscape has been shifting a lot in recent years. For technology providers this means mastering the art of unlocking the potential of the cloud and presenting it to clients and prospects so that they understand and get excited about the new opportunities that the flexible and scalable cloud environment has to offer. Download this informative whitepaper today and learn how to package your offers, market yourself properly and sell the cloud to your clients. By building good offers and establishing yourself as a technology educator you will improve your chances of convincing your clients to move to the cloud.

2016 Customer Experience Trends Report
1/19/2016 3:59:59 PM
2016 is a year of personalization, positivity and transparency for both brands and consumers. Get the 2016 CX Trends Report to see why. Download now.

2016: 11 Ways to Boost Agent Performance in 2016
1/15/2016 10:34:50 AM
Many contact center managers are looking to set and achieve goals for 2016. What new initiatives will you be setting in place to do just that? We’ve assembled 11 features you can use in your Workforce Optimization process to help reach your objectives.

Most of these methods involve empowering your agents to take part in the workforce optimization process itself. There are revolutionary methods of using webcam recording to help prevent smartphone abuse and improve agent behavior. Welcome to the year of the agent.

Application Assurance for the Borderless Enterprise
1/14/2016 11:00:21 AM
Mobility has created a new breed of business, the borderless enterprise, giving way to a work-anywhere philosophy, increasing productivity, responsiveness, and efficiency.

In this Strategic Solutions Series your will learn how a cloud-based monitoring platform for the cloud, TruView Live, turns traditional data center IT into borderless IT, allowing it to truly support the borderless enterprise.

Cost and Benefit Comparison: Cloud vs. Premise vs. Hosted
Monet Software
1/12/2016 8:37:37 AM
People and technology are the lifeblood of every contact center. Technology, in particular, is the centralized hub around which agents gather the information they need to respond to customer calls, and managers create forecasts and schedules that improve customer experience and service.

Three delivery methods are available for contact center technologies: on-premise, hosted, or cloud-based
This White Paper by Monet Software details each delivery methods and its benefits.

Discover why Cloud solutions are gaining a larger percentage of the contact center industry.

Service KPIs: 18 Things to Consider
1/6/2016 10:21:33 AM
KPIs have many different names and can be either a framework for customer service success or a ball and chain which removes an agent and manager’s flexibility and creativity.

The most important aspect of a KPI though is that it should improve the service you deliver. So are you using the right ones and looking for the right data?

Download this whitepaper to find out:

o What KPIs you should be measuring
o How to use the data you have more effectively in driving improvements
o 18 considerations to help shape your KPI measurements

Guide to telephony for Salesforce and Desk.com
1/6/2016 10:19:15 AM
It is difficult for growing businesses today. Competition is fierce, banks are stingy and in poll after poll we see expanding businesses have to work harder than ever to achieve growth. In spite of this, there is a real opportunity for you to prosper: cloud telephony.
Using telephony that is seamlessly integrated with Salesforce Sales & Service Cloud as well as Desk.com you will:

o Improve connect rates by allowing agents to click-to-call or auto-dial your existing Salesforce contacts
o Improve service by providing screen-pops with contact and case details associated with incoming phone calls
o Increase service levels by using Salesforce data to dynamically route incoming calls to the most skilled person or team
o Improve quality and compliance by logging and recording calls
o Improve agent performance by allowing supervisors to monitor calls and coach agents
o Improve your overall service and support by monitoring and measuring agent and team productivity

How to Simplify CTI
1/6/2016 10:17:27 AM
Many businesses are missing out on the benefits and improved customer experience that computer telephony integration (CTI) can have. But with the advent of cloud technology, integrating your phone system with your customer relationship management (CRM) system allows you the best of both worlds. This whitepaper explains how this can be achieved.

NewVoiceMedia’s Chris Haggis explains how cloud technology has removed the need for complex on-premise CTI which is inflexible and expensive and enabled the possibility of setting up sophisticated telephony routing based on CRM data in a matter of weeks, and at a surprisingly low cost.

The Combined Power of NewVoiceMedia and Salesforce
1/6/2016 10:16:20 AM
If you have invested (or are considering investing in Salesforce®) you understand the need make your sales and service teams as successful as possible.

NewVoiceMedia can take that investment to the next level by integrating your inbound and outbound phone calls with your customer data in Salesforce® to provide
personalized, exceptional service and a superior sales experience. Download this solution brief to find out how NewVoiceMedia can revolutionize the way your company engages with your customers.

The Benefits of Dynamic IVR
1/6/2016 10:10:11 AM
With the IVR accounting for as much as 30-40% or more of a call, isn’t it time to really examine how you handle calls through it? Imagine being able to direct customers with outstanding
invoices straight through to finance. Imagine a world where customers with an open case get priority routed through to the agent who was handling their query. Imagine being able to
differentiate your customers by region, or by value, or anything else that matters to you. Imagine giving the power back to your customers to serve themselves.

That is the power of a dynamic IVR. Download this white paper to learn more.

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