 Unified Communications for Healthcare
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 | This Nemertes white paper discusses that by reducing human latency, improving collaboration, and enabling individuals and groups to improve their communications applications management, UC offers healthcare organizations tangible business benefits. |
Can You Hear Your Customers Calling? White Paper
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| This paper explores why energy companies trail other sectors in customer service, and the processes they can adopt to capture customer satisfaction issues, deliver a positive customer experience and rapidly respond to strengthen their competitive position |
Insight On- Speech Analytics: Bridging the Great Unknown
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| This Insight On discusses the value of speech analytics to the contact centre and the business. |
Contact Centre Intelligence
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| Contact centre managers, more than ever, have to maximise their agents’ performance and improve their operations. This white paper talks to how they can meet these elevated expectations. |
5 Ways to Optimize Your Workforce for Customer Contact in a Social Marketplace White Paper
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| This white paper discusses how workforce, quality and performance management capabilities provide practical business processes and tools for effective staffing, monitoring, reporting, evaluation and coaching. |
Moving from Zero to 90 in 60 Seconds
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| This white paper explains the elements of performance optimisation, and outlines how your contact centre can use technology to increase agent efficiency and productivity, and positively impact your company’s bottom line. |
From Workforce Management to Workforce Productivity
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| This white paper explains the concept of workforce productivity and the technologies that support it, and it offers advice for selecting workforce productivity technology and for choosing a vendor who can supply it. |
Insight On: Performance Management: Tools that Drive Action, Not Just Reports
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| This paper shows that contact centers need tools that drive action, instead of just reporting on results. Advanced performance management applications enable a structured process through which a company can take steps to improve performance vs key metrics |
Four Reasons Why… Proactive Care Means Customer Loyalty
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| This white paper discusses four reasons why proactive customer care makes good business sense, along with some basic tips on how to start a proactive customer care campaign. |
What has Your Quality Monitoring Program Done for You Lately? Best Practices in Quality Monitoring
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| This paper offers some practical best practice tips for assessing and increasing the value that your quality process is delivering. |
Insight On- What Contact Centres Can Teach the Rest of the Organisation about Unified Communications
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| This Insight On discusses the importance of unified communications in the contact centre and the role of performance optimisation applications. |
Seven Things to Consider When Developing a Unified Communications Strategy
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| To boost competitiveness and improve business performance in today’s global environment, more and more enterprises are turning to Unified Communications (UC), which helps companies increase revenues, reduce costs, and enhance customer relationships. |
Unified Communications Journey - Setting the Itinerary white paper
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| This paper provides information about the 4 important stopovers that comprise a UC journey and the impact that UC has on the enterprise. |
Optimising the Collections Business Process white paper
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| This white paper talks about optimising the collections process because successful collection centres must continually analyse contact centre performance and agent efficiency to maximise dollars collected and/or minimise roll rates and charge-offs. |
Keeping Pace with the Consumer: Finding the Right Partner for Your Next-Generation Contact Centre
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| This white paper outlines key capabilities and top-line technical requirements to consider as you engage with IT to determine the best path forward to meet your customers’ demands. |
Optimizing the Collections Process
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| This white paper talks about optimizing the collections process because successful collection centers must continually analyze contact center performance and agent efficiency to maximize dollars collected and/or minimize roll rates and charge-offs. |
Unified Communications - Keeping the Customer in the Equation
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| This white paper highlights how UC will have the most relevance if it is couched in terms of not just generically improving communications but in having the focus of improvement be the communications between organizations and their customers. |
The Aspect® Unified IP® Five 9s Environment - Business Capabilities and Benefits
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| Five 9s, High Availability and the Enterprise-Wide Aspect® Unified IP® 7 Solution |
The Aspect® Unified IP® Five 9s Environment
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| As a mission critical application for an enterprise contact center, Aspect Unified IP 7 is architected to deliver high availability (HA) and reliability up to 99.999%. |
Beyond Workforce Management
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| This white paper explains the concept of workforce productivity and the technologies that support it, and offers advice for selecting the right workforce productivity solutions and vendors. |
Controlling Contact Center Chaos
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| This white paper examines specific problems commonly encountered by contact centers using siloed products and analyze some of the benefits of a unified solution and where it makes the most sense to implement. |
Making the Back Office Pay
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Eight Essential Steps: Moving the Contact Center Beyond Operational Efficiency to Business Effectiveness
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| This white paper discusses best practices employed by businesses that already operate their contact centers as profit centers and touching on the technology that enables those practices. |
Curing the Cost Epidemic
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| This white paper reviews trends & statistics related to chronic health condition costs, how these costs impact hospitals, & how hospitals can use technology to help patients change lifestyle behaviors to lower readmission rates & uncompensated care costs. |
Reducing Operational Costs and Increasing Staff Efficiency by Integrating the Communications Environment with Microsoft OCS 2007 R2: A Case Study on Aspect
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| This IDC white paper discusses Aspect's implementation of Microsoft OCS 2007 R2 and the results achieved. |
Strategies to Reduce Your Information
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| This white paper discusses that with careful preparation and ongoing evaluation, you can keep your contact center out of the information security headlines. |
Aspect Integrated vs Unified White Paper
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| This white paper explains the importance in learning how to rise above those integration challenges, control the chaos and reap the benefits that a unified solution can bring to your contact center. |
Work Smarter, Not Harder
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| This white paper discusses the importance in developing a strategy for contact center performance optimization for collections and telemarketing. |
Give Them a Reason Not to “Zero Out”
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| This white paper will guide you through the benefits of well-planned contact center automation, explain the limitations you may face with your existing touch-tone system, & help you understand how to improve your technology and processes. |
Goodbye to CTI, Hello to Unified
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| This white paper talks about how unified architectures are making CTI obsolete. Uniting multiple capabilities in a single platform gives contact centers the control, flexibility, & freedom to focus on cost-effectively meeting today's consumer's needs. |
