Agents White Papers

WHITE PAPER: When you understand people and their names in context and in real time, you have an increased capability to preempt threats and fraud. Find out what you can do to help protect your business.

Posted: 13 Mar 2008 | Published: 01 Jan 2007

WHITE PAPER: The Project Management Network Diagram (PM Network Diagram) provides a visual illustration of the project management life cycle (in terms of the chain of events that take place in a project).

Posted: 06 Jul 2006 | Published: 01 Jan 2005

WHITE PAPER: Customer relationship management (CRM) deployments can be complex and difficult. This white paper provides a checklist of the ten critical success factors for organizations to follow to avoid common pitfalls as they design and deploy their CRM system.

Posted: 16 Jan 2007 | Published: 01 Aug 2006

WHITE PAPER: Due to the financial meltdown in the mortgage-backed securities industry, new compliance requirements will be implemented. Read this paper to find out how organizations can ensure compliance with stricter regulations and manage risk appropriately so the business does not slip into non-compliance resulting in negative publicity or punitive fines.

Posted: 20 Feb 2009 | Published: 20 Feb 2009

WHITE PAPER: This paper explores how high performance computing solutions from IBM can enable high-velocity financial analytics and trading.

Posted: 17 Jun 2008 | Published: 01 Sep 2007

WHITE PAPER: Learn about a comprehensive technology for customers that want quick recovery and off-host backup support. Eliminate backup windows, reduce the performance load on application servers, and quickly bring applications back online after data c...

Posted: 19 Nov 2007 | Published: 01 Mar 2007

WHITE PAPER: What is your IT really costing you? Could you be doing more with the technology you have? Could you reduce costs and provide better service to your organization? Read Red Hat's suggestions on "11 Questions Every CIO Should Ask Their IT Manager", and how Red Hat open source solutions can help.

Posted: 19 Jun 2009 | Published: 10 Jun 2009

WHITE PAPER: Healthcare contact center agents and operators play a critical role in patient experience, yet face challenges like high call volumes, emotional intensity, and complex systems. Discover how conversational AI can empower these unsung heroes to provide efficient, personalized service. Read the white paper to learn more.

Posted: 18 Oct 2024 | Published: 18 Oct 2024

ESG SHOWCASE: Generative AI enables AI agents to automate complex processes, enhance decision-making, and unlock growth opportunities. This white paper explores AI agents' potential, adoption challenges, and a proven approach to building successful AI agents with AWS and Keepler. Read the full ESG Showcase to learn more.

Posted: 13 Nov 2024 | Published: 13 Nov 2024

INFOGRAPHIC: Assembling the right team for a digital transformation project is critical. Transformation is a team sport - it requires experience, knowledge and the ability to influence and work with others. In this infographic, we help you figure out who needs to be on your digital transformation team and what are the key skills for each team member.

Posted: 18 Jan 2022 | Published: 18 Jan 2022

WHITE PAPER: Explore the differences between two popular agentic AI reasoning approaches - ReAct and ReWOO. Discover how these methodologies can optimize the autonomy and efficiency of your AI solutions. Read the white paper to learn more.

Posted: 21 Oct 2024 | Published: 21 Oct 2024

WHITE PAPER: As AI agents become the future of procurement and supply chain operations, many are realizing how they can automate tasks, optimize decision-making, and enhance collaboration to boost efficiency and resilience. Read the full white paper to discover how your organization can benefit.

Posted: 28 Oct 2024 | Published: 29 Oct 2024

CASE STUDY: Hamleys prides itself as the finest toy shop brand in the world and one of London’s most prominent tourist attractions, but to uphold this reputation, it must satisfy its customers. Discover how a migration to Freshdesk was the remedy Hamleys needed to scale up their service operations while saving along the way.

Posted: 01 Jul 2023 | Published: 01 Jul 2023

WHITE PAPER: Let’s face it, no one calls into a contact center to tell employees that they are doing a good job. Your customers call in because they have an issue or need assistance. This is why when your agents are trained in compassion and empathy, your organization can reap the benefits of increased brand loyalty and increased revenue. Read on to see how.

Posted: 19 Jun 2024 | Published: 19 Jun 2024

BLOG: When it comes to call center agents, the threat of AI coming for their jobs has been widely discussed and published in articles all over. However, AI should not be considered a replacement. It’s a tool to empower your agents to resolve cases faster, make better informed decisions, and ultimately, make your customers happier. Read on to learn more.

Posted: 20 Apr 2024 | Published: 20 Apr 2024

BLOG: Modern contact center solutions can transform agent experiences, boosting efficiency, engagement, and customer satisfaction. Learn how to revolutionize your contact center and drive business success by reading the full article.

Posted: 12 Jun 2024 | Published: 12 Jun 2024

VIDEO: While AI technology continues to flourish in today’s marketplace, businesses have a fantastic opportunity to learn how to utilize AI in combination with human intelligence to create a modern and efficient customer experience. When combined correctly, this strategy is transforming the CX for customers and businesses. Watch this video to learn more.

Posted: 18 Apr 2024 | Premiered: 18 Apr 2024

WHITE PAPER: South Africa is a top offshore customer experience delivery destination, offering a large talent pool, cultural compatibility, and lower costs. Learn how HGS is attracting and retaining top agents in its new South Africa delivery centre. Read the full white paper.

Posted: 03 Sep 2024 | Published: 04 Sep 2024

BLOG: Discover the key technologies that elevate the modern call center experience, from CRMs and call routing to AI-powered features. Learn how to build a future-ready contact center that delivers exceptional customer service. Read the full blog post to explore the latest call center systems and best practices.

Posted: 09 Jul 2024 | Published: 09 Jul 2024

EBOOK: Discover how AI-powered automation can help contact centers manage seasonal staffing challenges and deliver exceptional customer experiences during the holiday rush. Download this e-book to learn more.

Posted: 04 Jun 2024 | Published: 04 Jun 2024

BLOG: Explore the emerging technologies transforming contact centers, from cloud-based networks to advanced data analytics. Learn how to leverage the latest innovations to enhance customer experiences and empower your agents. Read the article to discover the future of contact center technology.

Posted: 04 Jun 2024 | Published: 04 Jun 2024

EBOOK: With new expectations for CX looming over organizations and their contact centers, many are looking for ways that they can make their customer service efforts more efficient. To do so, some have turned to generative AI. But what exactly are the benefits of this technology? Access this guide to learn more.

Posted: 08 Jun 2024 | Published: 08 Jun 2024

BLOG: Contact centers offer a wide range of services depending on the products or services their organization provides. However, if your contact center does not offer the right services that are aligned with your customer’s needs, you run the risk of losing customers. Read on to learn more about offering the services your customers need, every time.

Posted: 21 Jun 2024 | Published: 21 Jun 2024

EBOOK: Today, healthcare providers have ample opportunity to ensure quality service. But current issues facing the industry such as the great resignation, budget constraints, and heightened consumer expectations, make things difficult for your agents. For a better patient experience, your first focus should be on the contact center. Read on to learn why.

Posted: 19 Jun 2024 | Published: 19 Jun 2024

PRODUCT OVERVIEW: In this product overview, you'll learn how you can simplify your network attached storage (NAS) backup with a modern approach that delivers policy-based service level management, faster recovery, and cloud integration. Read on to find out how Compass NAS Agent can streamline your data protection strategy.

Posted: 07 Jun 2024 | Published: 10 Jun 2024

BLOG: The terms contact center and call center are often used interchangeably, but there is a big difference between the two. When it comes to communicating with customers, organizations with more communication channels supported by today’s modern technology are leading the way. Read on to see how your organization can do the same.

Posted: 21 Jun 2024 | Published: 21 Jun 2024

EGUIDE: New Microsoft Cloud for Healthcare offerings will focus on multimodal foundation models, data integration, healthcare agent services and nursing workflow improvements.

Posted: 17 Oct 2024 | Published: 17 Oct 2024

RESEARCH CONTENT: Emerging technologies like blockchain, ecosystems, and AI assistants are transforming customer experience in financial services. This report explores how institutions can leverage a hybrid people and technology approach to improve security, reach new clients, and empower agents to build stronger relationships. Read the full report to learn more.

Posted: 14 Jun 2024 | Published: 14 Jun 2024

CASE STUDY: AI agents can help maintain complex legacy systems by simplifying knowledge transfer, automating tasks, and reducing the need for manual coding. Learn how this major car manufacturer leveraged AI to modernize their legacy applications. Read the full white paper.

Posted: 30 Jul 2024 | Published: 30 Jul 2024

BLOG: Contact center AI solutions can boost efficiency, increase agent productivity, and streamline operations. Learn the 4 ways AI enhances contact center performance and 3 tips for effective implementation. Read the full article to discover how AI can improve your contact center.

Posted: 07 May 2024 | Published: 07 May 2024

BLOG: Contact centers are evolving with the rise of omnichannel communication, IoT, self-service, and AI. Learn how virtual contact centers can help you connect with customers, empower agents, and leverage analytics to deliver excellent service. Read the full blog post to discover the future of contact centers.

Posted: 14 Jun 2024 | Published: 14 Jun 2024

WEBCAST: To state that the customer experience is critical for business growth is an understatement. In a recent survey, almost 70% of respondents claimed they would switch brands simply based on customer service. With that much on the line, ensuring your CX team is fast, efficient, and empathetic is the key. Watch this webcast to learn about this trend.

Posted: 16 May 2024 | Premiered: Apr 16, 2024