White Papers & Case Studies

71. White Paper: RF/Wireless Basics: An Intro To The Latest In Wireless Data Collection Networks, Products, Standards, And Solutions
    5/10/2010
    Companies look for any advantage to remain competitive in today’s high-speed business climate. They work to streamline their supply chain management systems, knowing that even a few minutes in order processing time can make a huge difference in getting product to the end user. By BlueStar, Inc.
72. White Paper: Quality Management: Value-Added Solution For Emerging Contact Centers
    5/7/2010
    In many enterprises, the contact center is the most customer-facing department and at the heart of the contact center are the agents. Every interaction they have with customers could earn a new customer, retain a current customer or, unfortunately, lose a customer—providing the very reason to employ Quality Management. By Jenne Distributors
73. Quality Management: Value-Added Solution For Emerging Contact Centers
    5/7/2010
    In many enterprises, the contact center is the most customer-facing department and at the heart of the contact center are the agents. Every interaction they have with customers could earn a new customer, retain a current customer or, unfortunately, lose a customer—providing the very reason to employ Quality Management. By Jenne Distributors
74. Sage Payment Solutions
    5/7/2010
    The challenge facing Sage was that their quality assurance (QA) process was focused solely on live monitoring of calls. While live monitoring is an effective coaching tool (as feedback is provided in real-time), it is difficult to capture the entire call and does not allow the QA reviewer the opportunity to go back and re-review portions of the call. By Jenne Distributors
75. Case Study: Sage Payment Solutions
    5/7/2010
    The challenge facing Sage was that their quality assurance (QA) process was focused solely on live monitoring of calls. While live monitoring is an effective coaching tool (as feedback is provided in real-time), it is difficult to capture the entire call and does not allow the QA reviewer the opportunity to go back and re-review portions of the call. By Jenne Distributors
76. Case Study: Communication Solutions
    5/7/2010
    As the company has grown, several challenges have surfaced. First, when servicing multiple customers, the manual process of providing qualitative reporting data specific for each customer had become time-consuming. Second, the company was using stand-alone call recording technology coupled with homegrown databases and tracking tools and did not record agent desktops along with audio. By Jenne Distributors
77. Communication Solutions
    5/7/2010
    As the company has grown, several challenges have surfaced. First, when servicing multiple customers, the manual process of providing qualitative reporting data specific for each customer had become time-consuming. Second, the company was using stand-alone call recording technology coupled with homegrown databases and tracking tools and did not record agent desktops along with audio. By Jenne Distributors
78. Case Study: Answer 1 Communications
    5/6/2010
    The challenge facing Answer 1 was that they were operating on an outdated recording and evaluation system that was hard to use, inflexible and had limited customization capabilities. By Jenne Distributors
79. Answer 1 Communications
    5/6/2010
    The challenge facing Answer 1 was that they were operating on an outdated recording and evaluation system that was hard to use, inflexible and had limited customization capabilities. By Jenne Distributors
80. Case Study: Arizona Federal Credit Union
    5/6/2010
    The challenge facing AZFCU’s Call in Channel was twofold: it needed a solution that would record and monitor 100% of their calls for quality assurance as well as track and analyze data to identify trends and assess agent performance. By Jenne Distributors