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	Reduce Costs and Increase Performance: The SaaS Advantage for Contact Centers sponsored by inContact WHITE PAPER - This paper examines current economic and business trends as well as challenges impacting the contact center market. It provides guidance and recommendations for contact centers looking for an alternative to on-premises contact handling solutions and more. Posted: December 3, 2009 \| Published: December 3, 2009 Topics: Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| Software as a Service \| TCO

	Don’t Let Outdated Telephony Hardware Slow You Down: Unifying Contact Centers Regardless of Location, Hardware Infrastructure or Agent Count sponsored by inContact WHITE PAPER - Frequently, organizations that operate contact centers are faced with the challenge of working with inadequate telephony equipment. Frustrations range from having to get a few more years out of telephone equipment to having disparate systems. Read this white paper to learn about how contact centers can resolve these telecommunications complexities. Posted: December 3, 2009 \| Published: December 3, 2009 Topics: Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| Contact Center Software \| Contact Centers \| Legacy Applications Software \| Systems Management \| Systems Management Software \| Telephony Services \| Telephony Systems

	The Work-at-Home Agent Model for Improved Customer Loyalty sponsored by inContact WHITE PAPER - Read this paper to learn about options for deploying and managing a home-based agent model with the ultimate goal being increased customer loyalty. As the key driver in this model, other cumulative benefits result: higher agent productivity, reduced attrition, lower operational costs, stronger business continuity, and more. Posted: December 3, 2009 \| Published: December 3, 2009 Topics: Call Center Management \| Call Center Services \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Center Software \| Contact Center Workforce Management \| Contact Center Workforce Management Software \| Contact Centers \| Software as a Service

	Security in the Call Center: Verifying Customer Identities without the Inconvenience sponsored by RSA, The Security Division of EMC WHITE PAPER - Is securing the Call Center possible without impacting the customer experience? This paper discusses the advantages and benefits of using knowledge-based authentication (KBA) to bolster Call Center security over other solutions. Posted: September 25, 2009 \| Published: September 18, 2009 Topics: Authentication \| Call Center Management \| Call Centers \| Customer Data Management \| Customer Privacy \| Endpoint Security \| Identity Management \| Identity Theft \| Personal Information Management Software

	Communications Skills for Remote Support sponsored by LogMeIn, Inc. WHITE PAPER - A new era of on-demand remote support has brought with it a unique challenge to the agents who practice it: a new level of transparency for their interpersonal skills. In this white paper, you'll learn from an experienced communications skills expert, 4 specific steps to help supercharge your customer relationships in an era of remote support. Posted: September 16, 2009 \| Published: September 16, 2009 Topics: Call Center Management \| Call Center Services \| CRM \| CRM Services \| Customer Interaction Services \| Customer Support Software \| Remote Access Software \| Remote Control Software

	VoIP and Lower TCO Will Drive Adoption of Hosted On-Demand Contact Centers sponsored by Five9 WHITE PAPER - Read this paper to learn how organizations that have selected a hosted contact center solution have minimized or even eliminated the cost of their IT or telecom support departments. Keep reading to learn what the benefits a hosted contact center solution can have for your company. Posted: September 10, 2009 \| Published: September 10, 2009 Topics: Call Center Management \| Call Center Services \| Call Center Software \| Contact Center Management \| Contact Center Services \| Contact Center Software \| CRM \| CRM Software \| TCO

	Best Practices in the Call Center: A Customer Touch-Point Methodology sponsored by Oracle Corporation WHITE PAPER - One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. Posted: January 26, 2009 \| Published: January 26, 2009 Topics: Best Practices \| Call Center Management \| Call Center Services \| Call Centers \| Customer Service \| Metrics

	Still Struggling to Reduce Call Center Costs without Losing Customers? sponsored by SAP AG WHITE PAPER - Efficient call centers that also meet customer expectations is a challenge that many organizations face. Discover the key steps to turning your call center into a strategic asset. Posted: February 1, 2008 \| Published: February 1, 2008 Topics: Business Intelligence \| Call Center Management \| Call Center Services \| Call Center Software \| Contact Center Management \| Contact Center Services

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