 Mastering Customer Engagement Challenges in Retail Banking Industry Brief
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 | The economic environment for banks has changed significantly following the recent global financial crisis. Customer relationships are top of mind – the ability to increase value, foster loyalty and promote positive word-of-mouth can help banks stand out in this challenging global marketplace. |
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Insight On- Speech Analytics: Bridging the Great Unknown
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| This Insight On discusses the value of speech analytics to the contact center and the business. |
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Can You Hear Your Customers Calling? White Paper
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| The UK energy marketplace
has seen dramatic change in recent years. Privatization, deregulation and
competition have resulted in mergers and acquisitions and increased regulatory
enforcement. Today many energy companies are managing a large and diverse
customer base, geographically disparate assets, and sizeable workforces. This white
paper explores why energy companies trail other sectors in customer service,
and what processes they can adopt to capture customer satisfaction issues, deliver
a positive customer experience and rapidly respond to strengthen their
competitive position |
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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 |
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Contact Center Intelligence
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| Contact center managers, more than ever, have to maximize their agents’ performance and improve their operations. This white paper talks to how they can meet these elevated expectations. |
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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. |
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Moving from Zero to 90 in 60 Seconds
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| This white paper explains the elements of performance optimization, and outlines how your contact center can use technology to increase agent efficiency and productivity, and positively impact your company’s bottom line. |
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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. |
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Telephone Consumer Protection Act (TCPA) - Guideline for Aspect customers on the latest FCC Report and Order
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| This white paper provides an overview of the February 15, 2012 Federal Communications Commission Report and Order regarding refinements to the Rules and Regulations Implementing the Telephone Consumer Protection Act of 1991 and explains how the Aspect Unified IP solution can be used to help comply with this ruling. |
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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. |
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Aspect Professional Services Technology Primer: Enhancing the Value of Aspect Performance Management
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| Guide to methodologies and best practices for using Aspect Performance Management. |
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Aspect Professional Services Technology Primer: Enhancing the Value of Your Investment with Integrations
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| Guide to Aspect Unified IP integration tools (e.g., Agent OCX API, Unified Agent Desktop API, AOD/Automated Outbound Dialing Feed API) and voice and speech application development. |
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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. |
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Miercom Lab Testing Summary Report
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| Aspect’s ability to provide a highly available solution with Aspect Unified IP 7 is verified by Miercom. |
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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. |
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Strategies to Reduce Your Information Security Risk
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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. |
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Insight On- Disaster Recovery – Is Your Contact Center Prepared?
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| This Insight On discusses a number of factors that your organization should take into consideration when building a comprehensive disaster recovery plan. |
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Insight On- What Contact Centers Can Teach the Rest of the Organization about Unified Communications
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| This Insight On discusses the importance of unified communications in the contact center and the role of performance optimization applications. |
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Insight On- At-home Agents and the Virtual Contact Center
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| This Insight On discusses the seven things you need to know about at-home agents and the virtual contact center |
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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. |
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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. |
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Thriving in Today's Chaotic Business Environment White Paper
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| This white paper will look at how performance management applications can be used to enable the contact center to look within for ways to become a dynamic, best practices-based machine for driving the success of the business’ strategic objectives. |
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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. |
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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%. |
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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 |
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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. |
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Making the Back Office Pay
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| Measuring and increasing productivity while reducing costs |
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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. |
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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. |
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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. |
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