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What Contact Centers Can Teach the Rest of the Organization about Unified Communications
- Presented by Aspect Software, Inc.
The business world is on a quest to break down information silos, and for good reason: when more people have access to critical knowledge, they can collaborate, work smarter, and react faster to market and business changes.
In this paper we will explore how experience shows the more systems required to establish contact, the harder it becomes to actually pin someone down for collaboration or knowledge sharing. Having tools that can help identify when those types of interactions are required based on past customer and call volume history, monitoring the quality of those collaborative interactions and ensuring that the right resources are available to handle those interactions are imperative.
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The Business Case for Desktop Integration: A Practical Solution with a Rapid ROI
- Presented by Cicero, Inc.
The agent desktop is a productivity choke point that can have a decisively negative impact on the customer experience and agent efficiency. The problem can be fixed, and the best way to do that is through a light application integration that does not interfere with the code bases of the target applications. This paper describes the relationship between desktop integration and customer experience, the business benefits of building a logically integrated structure, and the best architecture for achieving the maximum benefits. Two successful implementations demonstrate how desktop application integration produces measurable results: one reduced Average Handle Time by 30 seconds per call, and the other reduced expenses for internal infrastructure.
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