Whitepapers

in

whitepapers

Take a deeper dive and learn more about the technologies that have the power to change the face of your call center for the better. The following whitepapers can provide you with valuable information so you can learn about the options available to you and the many advantages that await you with inContact.

Have You Earned Your Customers’ Trust?|Every organization looking for a sustainable competitive advantage needs one thing: customer trust

Using the Voice of the Customer to Gain Business Benefit|Contact center agents handle the majority of customer inquiries. But do you know what your customers think about their experience with your contact center?

Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis| This Frost & Sullivan study proves cloud-based call centers are up to 58% more profitable.

What's Wrong With Customer Self-Service?| This whitepaper explores why self-service is not meeting customer and contact center needs and demands — and where improvement should begin.

The Service-Level Differentiation Imperative|Learn how the right mix of self-service and agent-based support can help companies maximize the value of each customer relationship.

Workforce Management in the Contact Center|In this white paper, we examine the challenges of managing the workforce in the contact center environment, particularly for the small to midsized center.

Debunking Security Concerns with Hosted Call Centers|This paper discusses the different layers requiring security, how security should be addressed in each layer, and how to select a qualified hosted call center provider.

Reduce Costs and Increase Performance: The SaaS Advantage for Contact Centers|Learn about cloud-based call center solutions and the advantages you stand to gain by using one.

Don’t Let Outdated Telephony Hardware Slow You Down|Unifying your contact centers regardless of location, hardware infrastructure or agent count.

New Opportunities & Expanded Offerings: The SaaS Advantage for VARs & System Integrators|Learn how to meet demand and offer better, more flexible and profitable solutions to your customers.

The Work-at-Home Agent Model for Improved Customer Loyalty|Customer satisfaction is one of many benefits you stand to gain by switching to an at-home workforce. Learn all about it in this information-packed whitepaper.

The New Mantra: “The Agent is King”|This Frost & Sullivan white paper takes a detailed look at industry trends, value propositions of the on-demand call center, key tools and agent optimization practices.

Five Steps to Ensuring a Successful VoIP Migration|Discover the benefits of using VoIP technology and the best way to utilize it.

The True Cost of Attrition|When you lose agents, you also lose customers. Discover the real cost of attrition and how you can reduce it.

Executive Insight: Multi-Sourcing|Does multi-sourcing really work, and if so, at what cost? Find out in this informative whitepaper.

Transforming to a Multi-Channel Contact Center|This whitepaper provides a framework, plan and recommended actions for transforming siloed contact centers into multi-channel servicing environments that are a strategic asset.

Disaster Recovery|inContact provides the technology necessary to keep your contact center operational in the event of an unexpected disaster