White Papers

Contact Center

Contact Center Trends
Published June, 2015

If you run a contact center, you are no stranger to change.  The basics of our industry – channels that customers use, the metrics that gauge our success, expectations regarding levels of service – are barely recognizable compared to ten years ago.  There is every reason to believe that the rate of change will continue in the next three to five years.  The challenge is identifying those transformations that will truly make a difference.

Published August, 2014

Contact center leaders do an exceptional amount of planning for tomorrow.  But the unique features of a contact center, where demand is real-time, place one obstacle clearly in the way of that rosy tomorrow. And that obstacle is today. This paper from Jay Minnucci of Service Agility explores the positive impact that better real-time management has on key issues in the contact center.

Published May, 2013

A lack of real-time data and guidance are impeding contact center and agent performance. In this white paper from DMG Consulting, you'll learn about the benefits and uses of incorporating real-time data into your processes. Additionally, you’ll get a list of the top real-time KPI’s requested by supervisors and managers. Find out the challenges they solve, the recommended corrective actions and the resulting benefits.

Published December, 2011

Reporting is how contact centers communicate and it is one of the most significant drivers behind the image and culture of the organization. To communicate effectively, contact centers must move beyond the traditional approach to metrics and devise a performance management strategy that focuses on the customer and drives action. In this white paper, Jay Minnucci of Service Agility lays out a path for successful 'score keeping' for today's contact center leaders that considers roles, systems, channels, and context to business performance.

Emergency Communications

Published June, 2014

Many colleges and universities recognize that instant, multi-modal communication to students and faculty during an emergency situation will keep their campus community as safe as possible. However, few emergency management personnel know how to deploy a multi-modal notification system in the most effective way.  This white paper describes best practices and common pitfalls of emergency notification system deployment.

Published June, 2014

The rise in recent years of campus violence across the country has exemplified the need to effectively communicate vital information instantly to all students and staff during a crisis. This white paper explores the role that visual alerting and smart LED signage play in holistic, multi-modal emergency communication strategies for university campuses.