Whitepaper archive
Moving to a Virtual Contact Center
Long-term success in business is not just about delivering a great product or service. It’s about delivering a great customer experience. And that long-term success is only possible when your contact center agents are able to n...
Are Your Contact Center Agents Behaving Properly?
In recent years, the contact centre has transitioned from being a burdensome cost centre, evolving into a highly desirable profit centre that no company can be without. However, the traditional contact centre metrics are often ...
Nutzung des Identitätsmanagements zur Positionierung der Sicherheit als Business Enabler
Was erfahren Sie in diesem InfoBrief? Teil 1 KONTEXT Sicherheitsverantwortliche stehen unter dem Druck, Lösungen über die Bereitstellung von Technologien und die Abwehr von Bedrohungen hinaus zu liefern. Insbesondere müssen ...
Service KPIs - 18 Things to Consider
Key performance indicators (KPIs) may have many different names (objectives, metrics, targets or personal goals) and they can be either a framework to customer service success or a ball and chain which removes an agent and mana...
Communication is Key to Remote Work: Empower Your Virtual Employees and Unlock Your Team’s Potential
This is an unsettling and challenging time for us all. There is a global sense of uncertainty and fear about how and when to take our collective next step forward. Governing bodies, healthcare professionals, and business leader...
Salesforce® and Vonage: The perfect combination for service
If you’re in business to win, you need to compete and win the Customer Experience battle. Even back in 2017, Gartner’s survey of CX leaders showed that 81 per cent of them believed they would be competing mostly or entirely on ...
Five Lessons Learned from the Pivot to a Distributed Workforce
Today, it is increasingly important to enable your employees to work remotely. Working remotely gives employees flexibility while making them even more productive, which in turn keeps them engaged and happy. Blurring the lines ...
A Buyer’s Guide to Optimizing Remote Employees’ Extended Network
The shelter-in-place mandates put in place earlier in 2020 sent most employees home, and for the next few months they strived to stay connected and productive, while IT teams scrambled to provide infrastructures to support them...
Blueprint for a Future Ready Workforce: A 3-Stage Approach for Adopting Modern Management and Security
How IT adapts in times of change: When global events caused companies to make a rapid pivot to remote work, IT had no choice but to act fast. No matter where they were on the path to digital transformation, IT organizations ac...
Data Center Extension Buyer's Guide
Cloud infrastructure is becoming the primary deployment environment for a majority of workloads. As organizations extend on-premises data center environments to the public cloud, there are several factors that need to be consi...