Call Center Management Software, Hardware, Services and Research Papers

Human Capital Management

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Go Green and Increase Profitability with Virtual Contact Centers by Avaya Inc.

June 2008 - (Free Research) This paper summarizes for contact center managers the facts and fiction regarding the environmental benefits of home agent programs.

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Call Center Management: Planning, Scheduling, Historical and Real Time Statistics by DeskFlex

August 2008 - (Free Research) This paper examines how Call Centers in a number of industries have been able to significantly improve agent performance while reducing cost by using Agent Power Planning and Scheduling from Desk flex.

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Keeping Your Workforce Connected by Cisco Systems, Inc.

March 2008 - (Free Research) Keeping a workforce connected to people and to data anytime, anywhere, is a big step toward boosting operational efficiency. In this whitepaper learn how IP (Internet Protocol) communications and Virtual Private Networks (VPNs) can help your business.

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Success Story: Communications - AT&T by Genesys

May 2008 - (Free Research) Cingular wanted to meet a goal of answering 92% of all customer calls before abandonment, without adding staff. After careful consideration, it chose Informiam to meet that goal.

(CASE STUDY)

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