White Papers

Shrinkage can be one of the more elusive metrics in the contact center, but don’t underestimate its power. If properly measured and managed, the use of shrinkage can enable contact center leaders to achieve the ideal balance of productive and unproductive time. Unchecked shrinkage will negatively affect service levels and the overall contact center budget.

Healthcare organizations today must manage two diametrically opposed sets of requirements: the practitioner’s need for ease of access to information versus the business’s need to apply increased privacy and security controls against that data.

This Genesys white paper outlines the particular challenges facing service delivery operations — both within and outside of the contact center. It then describes the type of solution required to address these challenges. Finally, it shows how Genesys enables you to optimize service delivery across your entire enterprise.

The public health challenge facing communities and governments has never been greater. This white paper focuses on the challenges for policy makers seeking to transform outdated, inadequate public health surveillance systems, and the opportunities for leveraging newly emerging technologies that will make this transformation possible.

From conversations with hundreds of successful midsize customers, six proven strategies for the successful deployment and use of business intelligence have emerged. These strategies address the challenges facing both business and IT. They involve factors from architecture and report types to scalability and accessibility. And they affect everyone from the casual BI consumer to the professional report author. Download this white paper to learn about the BI strategies that can help your organization compete more effectively in today’s economy.

Data quality has always been an important issue for companies, and this is even more the case today. This paper reviews current industry problems concerning data quality, and takes a detailed look at how companies are addressing quality problems with customer, product, and other types of corporate data.

This knowledge paper examines and explores the key elements that will allow organizations of all types to continue to evolve their approach to addressing the questions and concerns of an evolving and increasingly web-centric customer base.

Driving Information Technology (IT) in the healthcare setting has been a priority for many large healthcare organizations, partly due to IT’s capability as a powerful transformational tool for not only monitoring patient safety and satisfaction in the care delivery settings, but also in helping organizations rapidly achieve Operational Efficiency.

How hackers are ingeniously leveraging social networking sites and the Web 2.0 to craft new phishing attacks, posing a new threat to their users.

This Interactive Intelligence white paper serves as a practical guide to measuring customer satisfaction in the contact center. Inside, learn new methods of automation, 10 best practices for interactive voice response (IVR) surveys, and how to use survey data most effectively.