Practical Guides

Business Process Automation (BPA)

Practical-Guide-BPA.mp3A Practical Guide to Automating Key Business Processes
Business process automation can reduce the time and costs needed to perform most any manual task. It allows companies to do more with fewer resources. To be successful, BPA must start with clear business objectives, must focus on strategy as well as people and technology, and should support “quick win” goals and continuous improvement initiatives alike.

Communications as a Service (CaaS)

Practical-Guide-CaaS.mp3A Practical Guide to Jumpstarting Your Contact Center with Communications as a Service (CaaS)
Why are executives turning to the CaaS model for their contact center? Let’s see. Minimal startup costs and a manageable monthly cost structure, advanced applications like workforce management and outbound dialing, and the flexibility they need to create and maintain a dynamic business environment. Learn what else CaaS does, and just how easy it is to get started.

IP Communications

Migrating-To-VoIP.mp3A Practical Guide to Migrating to VoIP: Planning and Design Considerations
The migration path for deploying a voice over IP (VoIP) solution is never the same from one organization to the next. But with things like the SIP communications standard and recommended bandwidth and Quality of Service (QoS) measurements for IP networks, organizations can establish an effective baseline for their VoIP solution deployment — and for the best possible system and network performance once their solution is in place.

The Contact Center

Practical-Guide-Dialing-Collections.mp3A Practical Guide to The Effective Use of Automated Dialing in Collections
Collections agents are only successful when they’re talking to people. However, the low contact rates of manual dialing can leave agents talking to live persons less than 15 minutes every hour. Learn how an automated dialer solution and best practices can improve contact success and increase agent productivity levels to 45 to 55 minutes each hour.

Practical-Guide-Measuring-Shrinkage.mp3A Practical Guide to Measuring and Managing Shrinkage in the Contact Center
Measuring and managing shrinkage is a core piece of the workforce management process. When properly implemented, it can assist contact center leaders in achieving service level goals and minimizing unproductive agent time. In this guide, read how to measure shrinkage, the steps to setting attainable shrinkage goals, managing with shrinkage in mind and how to leverage shrinkage in your corporate culture.

Practical-Guide-Customer-Satisfaction.mp3A Practical Guide to Measuring Customer Satisfaction in the Contact Center
The economy, competition, survival… in most contact centers, customer satisfaction has become paramount. Read why post-call IVR surveys are an effective low-cost method for measuring your customers’ satisfaction, and how 10 best practices based on the American Customer Satisfaction Index™ (ACSI) published annually by the University of Michigan significantly improve the make-up of a survey and the reliability and usability of survey data.