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3 Smart Strategies for Empowering an At-Home CC Workforce
Serenova
2/26/2020 12:15:34 PM
Remote call center staffs are becoming increasingly popular. A recent survey of 90 US contact center organizations indicated that 70% are expanding their work-at-home programs. It’s easy to see why. Managers can more easily match agent supply to demand, reducing the need for onsite agents. Organizations can save money by downsizing brick and mortar locations. Plus, the call center can tap into a larger pool of qualified agents who need the flexibility that at-home work provides.

Yet with all these benefits come new challenges. Managing and motivating remote agents can be more challenging than doing the same in house. Plus, you need to ensure your at-home agents are equipped with reliable Internet and voice connectivity – even though your IT department isn’t onsite with them.

Fortunately you can apply proven strategies to address these challenges. Download our guide on Smart Strategies for Enabling an At-Home Workforce to understand the best ways to 1) Manage the quality of agent interactions, 2) Improve agent engagement with gamification, and 3) Ensure network performance and reliability.

Quality Management and Your Contact Center
Serenova
2/26/2020 12:12:41 PM
81% of companies recognize customer experience (CX) as a competitive differentiator. That means your contact center needs to work hard to stand out and positively impact customer retention and satisfaction.

How do you know where to start making improvements? One thing is for sure – you can’t rely on your customers to tell you. A typical business only hears from 4% of its unhappy customers – and 91% of them say they won't do business with that company again.

By leveraging solutions such as Quality Management, you can pinpoint areas for improvement and position your contact center to deliver outstanding customer experiences.

Cloud Contact Center Technology Guide
Serenova
2/26/2020 12:10:09 PM
Across industries, customer experience has become a key strategic differentiator. Providing a superior customer experience means meeting demands for always-on support and access through the customer’s preferred channels. The best way to achieve that is through a cloud-based contact center solution. But where should you begin when considering a contact center solution to meet your customer experience requirements? With so much to think about, this practical guide is designed to arm you with a high-level view of the cloud and its role in the content center.

3 CX Mistakes You’ll Never Make Again
Serenova
2/26/2020 12:08:11 PM
According to a study by customer experience consulting firm Walker, customer experience (CX) has become the brand differentiator over product and price! In fact, Forrester found that a company’s revenue could increase significantly when its CX index score rises. In other words, customer experience (CX) is quickly becoming the ultimate differentiator. Handle it well and your business stands to gain. Fail to manage it just right and you can severely hurt your reputation and bottom line.

So how can you capitalize on the customer experience opportunity rather than see it contribute to your downfall? Read this article to find out. We explain three common contact center mistakes that undermine the customer experience – and how to avoid them.

The Most Important Contact Center Trends You Need to Know in 2020
Serenova
2/26/2020 12:06:17 PM
To thrive in 2020 and beyond, contact centers must set their sights on strategic differentiation, not daily firefighting. No longer is it sufficient to react in-the-moment and call it good enough. The smartest (and most successful) contact center leaders realize they need to keep looking forward at all times to identify the important trends shaping the industry.

For our annual trends e-book, Serenova researched and spoke to industry analysts, customers and prospects to uncover the critical, emerging trends that deserve your attention. Understanding these issues will help you effectively prioritize resources, including time, budget and workforce, to ensure your contact centers operate at its full potential.

Setting Hourly Rates for Field Service Technicians
Field Nation
1/24/2020 2:51:18 PM
Many MSPs don't know how much hourly field service rates vary by metro area or work type. The result? Inaccurate wage rates that can impact budget, work quality, and/or company reputation.

In the guide, Setting Hourly Rates for Field Service Technicians, you'll learn how you can price on-site IT service work for any location or skillset faster and more competitively. It walks through:

• Examples of wage rates for different work types across the U.S.

• Why pricing accuracy for on-site IT service projects is critical for quality work.

• How Field Nation provides rate insights for more than 25 work types, anywhere in the U.S and Canada.

NeoMedia Publishes Whitepaper to Enable Barcode-Driven Campaign

3/2/2011 8:41:35 AM
Although 2D barcode technology has had wide acceptance by companies in the mobile space all over the world, the actual market remains a trifle dull as it has not gained much traction. NeoMedia, the global market leader in 2D mobile barcode technology is trying to change this with the publication of the latest whitepaper - 'How to Create a Mobile Barcode Program'- in its planned educational series.

Intelestream Implements CRM Solution for Legal Services Firm Jaffe PR

1/7/2011 9:15:56 AM
Intelestream, Inc., a provider of CRM consulting and CRM software-as-a-service, has implemented a CRM solution for Jaffe PR. According to Intelestream officials, Jaffe PR is able to fully implement Customer Relationship Management, execute high volume e-mail campaigns, and track tasks through an intuitive and user-friendly platform by migrating multiple databases to a single instance of intelecrm Enterprise Edition.

LiveLOOK Whitepaper Provides Contact Center Solution: Helps Increase Sales Conversion Rates

11/23/2010 10:57:53 AM
LiveLOOK released a white paper to help users increase sales conversions with co-browsing and screen sharing. The company provides remote users with instant screen sharing and live help co browsing and has included several useful tips in the whitepaper titled, "Seven SureFire Ways to Increase Sales Conversions with Co Browsing and Screen Sharing."

NextIO Enters into Agreement with Avnet Technology Solutions

7/27/2009 6:29:49 PM
NextIO, a provider of next-generation I/O solutions, has entered into an agreement with Avnet Technology Solutions, the solutions distribution and an operating group of Avnet, Inc.

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