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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.

Trisys Delivers on Call Recording
Trisys
9/10/2019 2:49:52 PM
Not all call recording solutions are created equal. As an SMB or enterprise fighting to maintain market share or expand its footprint, call recording is an investment in your future. From boosting sales and enhancing training, to protecting organizations from legal action, compliance violations and the like, the right call recording product introduces accelerated ROI.

In this white paper Trisys offers a snapshot into a number of case studies, delivering insight into what call accounting and recording can do for your SMB or enterprise.

Autonomous Response: Threat Report 2019
Darktrace
7/31/2019 12:01:26 PM
This report details seven case studies of attacks that were intercepted and neutralized by cyber defense AI, including insider threat, ransomware, and IoT attacks.

Cloud Threat Report 2019
Darktrace
7/31/2019 11:58:18 AM
This report summarizes 11 case studies of cloud-based attacks identified by cyber AI, including spear phishing, insider threat, and zero-day malware. The case studies demonstrate how weak indicators of malicious activity were only detectable using Darktrace AI, a cloud-native solution that detects and responds to advanced cyber-threats in hybrid and multi-cloud environments.

The Three Phases of a Successful Cloud Migrating
Hitachi Vantara
6/19/2019 4:59:35 PM
Read this white paper to consider three phases of successful cloud migration, what IT teams need to consider at each step, the business aspect of design decisions, best practices and how Hitachi Vantara Cloud Migration Services from can help.

Demystify Your Cloud Journey
Hitachi Vantara
6/19/2019 4:57:07 PM
The cloud journey today is well past the initial adoption phase. The question for most organizations is not ‘if cloud’ but ‘what’ and ‘when’; and ensuring that the strategy it embarks on achieves its business goals. This strategy is aiding organizations in transforming their operations and making them more digital and agile. Replacing your IT infrastructure with a cloud first approach, or even integrating both approaches, can be a daunting task.This white paper discusses the key factors to consider when migrating to the cloud.

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