Multi Protocol Label Switching Whitepapers and Ebooks

Your Contact Center Agents Don’t Have What They Need: How to Ensure a 360-Degree Customer View

On-Demand Webinar   For years, contact centers have strived for a complete customer view, but siloed data and the accumulation of point solutions has continued to deliver less than stellar experiences for customers and agents alike. In this webcast, hear from Appian Contact Center expert, Todd Marthaler and eWEEK Market Expert, Michael Kreiger on best practices to ensure customer service agents are armed with the exact data they need to deliver the very best customer experiences. You’ll discover:   • Why data from across your organization (not just your CRM) is critical to incorporate into your contact center • How case management can drive higher customer satisfaction • Best practices on continuous monitoring and improvement of your contact center experience

Six Steps to Managed Services Success

As a technology provider, incorporating managed services can help you not only stand out from other resellers, but it can also provide your business with a consistent source of monthly recurring revenue. But before you get started, you will need a systematic plan with well thought-out steps that include understanding your target market and implementing essential automation. If you’re considering adding managed services to your service offering, read this eBook to learn the six important steps to get the best results from this more profitable revenue stream.