TechZone360 eBook Library

TechZone360 offers this extensive ebook library to help you productively perform research and analysis. Using simplified search criteria, this archive puts actionable, relevant information about communications and technology at your fingertips.

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5 Ways to Manage Demand Swings in Your Contact Center

1/21/2021 3:46:17 PM

Read up on how to weather the storm when customer demands rain down.

Learn how to use the right mix of digital channels, AI, and automation to maintain service levels when traffic spikes.

Download the eBook for technology best practices to help you:
• Alleviate the need for a live agent to handle every interaction
• Improve contact center KPIs during high interaction demands, including average handle time and customer satisfaction levels
• Provide timely, effective agent support for faster resolutions and better CX

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Troubleshooting Microsoft 365 End-to-End Creating Actionable Insight Through User Experience and Service Monitoring

1/20/2021 3:49:27 PM

If your organization is among the 115M daily Microsoft Teams users or generally relies on the Microsoft 365 platform, it’s safe to say that anytime a performance or service delivery issue arises, the impact on productivity and profitability is material.

In short, you need Microsoft 365 not just running, but running well.
In this eBook Martello examines:
• The challenges of troubleshooting Microsoft 365.
• The need for proactive service quality management by correlating end-to-end data.
• The high-level metrics and data points that are useful in providing Microsoft 365 insight.
• How to leverage these insights to achieve proper response and remediation.

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Proactive vs Reactive: How Savvy Use of Analytics Helps Contact Centers Navigate and Adapt to Uncertainty

1/14/2021 12:28:46 PM

How can your contact center become more adaptive and 'future-ready'?

This new Aberdeen eBook has all the latest guidance to help you manage potential risk factors and future impact events with a strategic approach.

Download your copy to learn:
• How to maximize data quality to shift from a reactive contact center to a proactive one
• How to use analytical insights in a timely and efficient manner to stay ahead of the game
• How to make a business case for becoming proactive, using metrics like customer satisfaction, productivity gains, and service costs

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Remote Work: A Comprehensive Guide on the ‘What?’, ‘Why?’ & ‘How?’

1/14/2021 12:26:36 PM

Get the latest data from Aberdeen’s expert analysts.

Want to build a business case for remote work in your contact center? Look no further than this new guide from Aberdeen. Their researchers assessed contact centers that implemented successful remote work policies pre-Covid—and now they’re dropping the latest results and insights right here.

Download the guide to see:
• What the overall benefits are for contact centers that implemented remote work pre-Covid
• Why you need to adopt specific strategies to see those benefits in your own contact center
• How to assess which roles should be performed remotely in your contact center

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Digital reputation: What keeps you awake at night?

1/8/2021 4:05:48 PM

Does your digital reputation and security of your customers’ information keep you up at night? Even while it helps your business, moving to cloud adds layers of concern and new challenges to meet the needs of an increasingly demanding audience.

As customer data continues to be a huge component of business growth, companies need to find a way of protecting both themselves and their customers. The digital trust that companies can inspire by excelling in privacy and security, will become a key differentiator. For an experience to be truly remarkable, customers need to feel informed, protected, and safe during every stage of the customer journey. Defending the customer can be done.

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Optimize costs and improve competitiveness with cloud communications and collaboration

12/18/2020 3:16:57 PM

New cloud models provide a transformation opportunity to reduce the time your IT teams spend building and managing infrastructures. Rather than burden your IT manager managing software from the cloud let your staff manage users, permissions and costs by themselves . Learn how you can “Optimize costs and improve competitiveness with cloud communications and collaboration” in this ebook.

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eBook – The Ultimate Customer Service Guide for a Complex Social Thread

11/17/2020 4:27:14 PM

Social media has re-defined the rules of customer service and engagement. Not all social networks are made alike and brands must understand the intricacies of each social network in order to provide the best possible customer experience. Read this eBook for tips and tricks on how to smart technology can help you to succeed in the social customer service arena.

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eBook: Build Your Case for a Proactive Contact Center

11/17/2020 4:17:58 PM

No other technology improves KPIs quite like analytics. Learn why in our new eBook.

What if you could identify and act on customer trends in your contact center before they impact service?

With customer contact analytics, you can. The experts at ContactBabel tell you how in this new eBook. It’s filled with insight on how to use analytics to:
• Increase customer loyalty
• Lower operating costs
• Improve sales effectiveness
• Amplify coaching and training

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The Ultimate Guide to AI Self-Service Without Compromise

11/6/2020 2:45:41 PM

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With over 100 conversational AI deployments and nearly a dozen in the Fortune 500, this eBook shares our most important insights to self-service that works and is packed with real-world customer examples.

This eBook Includes:

• Key thresholds for identifying change across voice and chat
• 15 real-world examples of AI-powered virtual agents outperforming live agents
• The importance of guardrails, business rules, and “swim lanes” for the virtual agent
• CX functions required to wield the conversational AI toolkit

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SD-WAN’s New SASE (“Sassy”) Friend

10/29/2020 4:30:03 PM

Two seismic shifts have occurred in network operations. First, there is the move to cloud-centric applications (e.g. SalesForce, Workday, Office365, etc.). Second is the mass shift to remote work. Either of these alone would be a large undertaking for an IT organization. But when tackled jointly, they strain resources to a breaking point and introduce a wave of challenges.

Ensuring that security envelopes the network, all while maintaining reliable, high speed connectivity to cloud-based services, requires a network architecture that is flexible, dynamic and designed holistically to support a digital enterprise.

Enter the Software Defined Wide Area Network (SD-WAN) and Secure Access Service Edge (SASE), a promising tandem approach for overcoming these new network challenges. But where do you begin?

Start by checking out our latest eBook, “SD-WAN’s New SASE (“Sassy”) Friend,” in which we explore how these two frameworks can operate together to deliver true digital transformation. In it, we discuss a variety of topics, including:
• Security and the issue of exploding endpoints
• The “Zero Trust Model” approach to network access
• Identity-based control and context driven by SaaS applications
• The need for connectivity to everything, everywhere
• And more…

After reading this eBook, you’ll be better prepared to talk with your internal IT and Security teams, as well as to any service providers, about all the reasons to consider pairing SASE with SD-WAN. When you do, your enterprise can create an agile, high-performing, highly secure network to support your ever-changing workplace.

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MSPs Delivering Superior Network Performance

12/16/2019 3:52:45 PM

Being a Managed Service Provider is no easy task. Every new service you add to your portfolio comes with another layer of complexity and a whole new set of client expectations. Many challenges come with remotely managing a customer’s IT infrastructure or systems including performance, availability, and mean time to recovery.

We broke down the four main areas your organization needs to master for optimal service delivery. Download our eBook today to find out how Managed Service Providers can easily deliver stellar service quality and superior network performance.

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Game Changing SD-WAN

12/16/2019 3:49:20 PM

What is SD-WAN? Which SD-WAN Solution is Right For You?

The SD-WAN market is expected to grow to anywhere between 6 to 9 billion dollars by the year 2021. SD-WAN is universally acclaimed as a new and unprecedented way to easily implement policies across large WANs at a fraction of the cost of traditional solutions. This solution includes Aggregation of Multiple Links into a Single Virtual Network, Zero-Touch Provisioning, Centralized Management and Visibility, and Bandwidth Optimization.

Download our eBook to get our top tips for selecting the right SD-WAN for your business.

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MPLS Versus Carrier Ethernet: 7 Reasons Why Ethernet Is An Economical Alternative

2/27/2018 10:44:32 AM

It’s widely understood that something has to change with how businesses maintain their networks. With the fluctuating prices of MPLS, exactly "what" that solution is – isn’t crystal clear.

Until now.

Fortunately, we have a solution that we wanted to share with you so you can make an educated decision when the time comes to review your connectivity options.

To help, our eBook covers:

1. Challenges facing today’s WANs
2. Strengths and limitations of the most popular proposed solution – MPLS
3. Side-by-side comparison of MPLS vs Carrier Ethernet
4. 7 Reasons why Ethernet is an economical alternative
5. And a Case Study from a current customer

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Cloud-Based Hyperconvergence With ePlus: Meeting the Demands of the Enterprise

12/7/2016 11:48:12 AM

ePlus invites you to download our e-book, “Cloud-Based Hyperconvergence With ePlus,” to learn how enterprises are tapping into one of today’s fastest-growing methods for deploying IT in the data center: hyperconverged infrastructure. We share how ePlus, with key partner Cisco powered by Intel, can enable a smooth enterprise ITaaS transformation to support hyperconvergence. In the e-book, we detail the ways in which Cisco’s new HyperFlex product is bringing advanced levels of operational efficiency and adaptability to enterprise data centers.

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Cable 2020 Foundations

3/14/2016 9:32:04 AM

The changing business environment for cable operators will require MSOs to leverage quality as a differentiator in order to be successful. The articles in this ebook are gathered into four chapters: Leveraging Your Wi-Fi Assets; Realities of Virtualization; Experience is Everything; and Getting Your Network Fit for Cable 2020.

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Cable 2020 Foundations

3/14/2016 9:10:02 AM

The changing business environment for cable operators will require MSOs to leverage quality as a differentiator in order to be successful. The articles in this ebook are gathered into four chapters: Leveraging Your Wi-Fi Assets; Realities of Virtualization; Experience is Everything; and Getting Your Network Fit for Cable 2020.

FREE PDF DOWNLOAD

Today’s Mobile Devices: Network Behaviors and Insights

12/8/2015 12:36:24 PM

Mobile data growth is staggering and continues to soar. The number of mobile devices continues to grow exponentially around the world, placing greater demands on service providers’ data and signaling infrastructures. This ebook presents research findings about high level mobile device distribution and the percentage share of data usage and signaling activity by device category.

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Prepaid Options Benefit Mobile Operators and Customers

10/14/2015 4:08:46 PM

There a few things more confounding to mobile service providers in hotly contested markets than missing out on opportunities to generate more revenues and profits from what have been lightly used services. This is particularly the case in the United States where unlike much of the world where prepaid services are the norm, it is estimated that roughly 19 percent of U.S. subscribers avail themselves of these services.

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John Goodman - Selling Customer Service eBook

10/3/2014 11:31:25 AM

Do you truly understand the impact of customer experience? Directing your focus toward current customers and their needs can cut costs associated with winning a new customer. Find out how to drive customer satisfaction, cut costs and boost revenue. Get the eBook now!

FREE PDF DOWNLOAD

5 Steps to Improve Employee Satisfaction

9/3/2014 5:28:38 PM

Employee satisfaction is one of the most important areas of focus for any company; happy employees lead to lower turnover, high customer satisfaction rates, and a more productive workforce. In this guide, you’ll learn five essential steps for ensuring your employees are satisfied with their working environment and job functions.

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