TNA Consulting Group maintains a comprehensive repository of internally and externally authored white papers. They have been authored by the TNA Consulting Group team, independent analysts or the TNA Consulting Group Community (Customers or Partners).
Take advantage of our library of technical white papers on an array of subjects. They will provide you in-depth knowledge about technologies and practices utilized by TNA Consulting Group and enhance your understanding of a variety of topics from mobility to security, Big Data to cloud computing.
This page will be regularly updated with new and updated whitepapers and reports. Check back regularly for new content.
The views and opinions expressed by independent authors in the following papers are provided for informational purposes only and do not necessarily reflect the views of TNA Consulting Group.
HOW TO DELIVER GREAT ECOMMERCE EXPERIENCES
Learn not just how to deliver exceptional performance and user experiences throughout the year, but how to implement failsafe systems in case you do experience outages beyond your control.
WHITE PAPER | PRESENTED BY CATCHPOINT SYSTEMS, INC.
STRATEGIC PLANNING MUST BE MORE THAN AN ANNUAL EXERCISE
Strategic planning in a contact center helps determine staffing resources over a period of one or two years or more. The problem is, many centers look at planning across the shorter-term scheduling horizon and miss their hiring mark for the long-term, particularly during seasonal ramp ups. Michele Borboa of Contact Center Resources and Brian Spraetz of Interactive Intelligence explain why the strategic planning process must be more than an annual exercise. It must be an iterative process throughout the year.
WHITE PAPER | PRESENTED BY INTERACTIVE INTELLIGENCE