Category Archives: Whitepaper

Are Your Agents Ready For The Omnichannel World? – Altitude Reports on the Six Skills of Omnichannel Contact Center Agents

PRESS RELEASE: There is a continued, but dramatic, change going on in contact centers worldwide. Over 50% of organizations will soon be managing a multichannel contact center, featuring at least eight different forms of contact methods (1). Continue reading Are Your Agents Ready For The Omnichannel World? – Altitude Reports on the Six Skills of Omnichannel Contact Center Agents

Altitude Software New White Paper Outlines How Mobile Apps Can Improve Customer Engagement

PRESS RELEASE: Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, today announced the release of a new white paper aimed at helping businesses understand how they can transform customer engagement by integrating mobile apps in customer centric strategies. Continue reading Altitude Software New White Paper Outlines How Mobile Apps Can Improve Customer Engagement

Discovering the Hidden Value of Your Digital Wallboards

Whitepaper: Contact centre managers need to understand how to best deploy and use wallboards when integrating into the contact centre culture. In a recent white paper, “Discovering the Hidden Value of Your Digital Wallboards”, Johanna Lubahn, Managing Director of Call Center Services from the Cohen Brown Management Group and Stephen Pace, CEO from SJS Solutions collaborated on the perspective of leveraging wallboard technology and people skills for optimum performance results. Continue reading Discovering the Hidden Value of Your Digital Wallboards

Compliance Voice Data is a “Missed CRM Opportunity” Argues New Whitepaper

PRESS RELEASE: Financial services institutions are sitting on thousands of hours of voice recordings that could hold the key to better understanding customers and improving service. However, almost 15% of organisations say they plan to make separate, expensive customer analytics investments, rather than reuse existing systems, found a new TeleWare-sponsored whitepaper released today. Continue reading Compliance Voice Data is a “Missed CRM Opportunity” Argues New Whitepaper

Frost and Sullivan Profiles Back Office Workforce Optimisation Market

PRESS RELEASE: The emerging Back Office Workforce Optimisation (BOWFO) market is being viewed as an attractive, emerging category with high growth potential, according to the latest report into the Back Office conducted and launched by analyst house Frost & Sullivan. Continue reading Frost and Sullivan Profiles Back Office Workforce Optimisation Market