WHITE PAPERS

The Role of BPG in Improving Call Center Operations
Customer Service Representatives face extreme pressure to serve customers quickly and maintain compliance with a myriad of policy and procedures. They need real-time, step by step guidance on their desktops to quickly master the complex application screens and information sources required to deliver the most up to date information.

Conquering Complexity
This white paper addresses the challenge of ever-increasing complexity in the work place. Employees stuggle with computer desktops littered with applications that don’t work with each other,
a deluge of information sources, constant changes in policies and procedures, and increased regulations and compliance. Business process guidance offers a new approach without the reengineering and costs associated with enterprise IT projects.

VIDEOS

SupportPoint in the Call Center
This four-minute video demonstrates how SupportPoint improves the average handling time and first call resolution in your contact center.

SupportPont at Medibank
Medibank Private, Australia's largest private health insurer, uses SupportPoint to enable call center and retail branch staff to provide accurate and timely insurance information to customers. This video was produced by Medibank to promote their SupportPoint implementation, which they call "Max".