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The Customer Service Balancing Act by Jive Software

July 11, 2013 - (Free Research)
Access this helpful resource to discover a customer service technology that provides complete integration of all your customer communication channels so that you can achieve a unified view of customer interactions. Read on to discover how this peer-based strategy can cut costs while enhancing customer service by reading now! 
(WHITE PAPER) READ ABSTRACT |

Four Reasons Why Proactive Customer Care Means Customer Loyalty by Aspect

April 30, 2013 - (Free Research)
This resource counts down four key reasons that proactive customer care makes good business sense, and examines how this strategy can transform your contact center into a customer loyalty center. Also inside, find key tips to help you get started. 
(WHITE PAPER) READ ABSTRACT |

Case study: How CVS/Pharmacy found customer service success by Aspect

July 31, 2013 - (Free Research)
This case study reveals how a unified contact center platform enabled CVS/Pharmacy – the nation's largest retail pharmacy chain – to successfully meet its multichannel customer service objectives. 
(CASE STUDY) READ ABSTRACT |

Case Study: The Push For Simple, Cost-effective PCI Compliance by Dell SecureWorks UK

July 16, 2012 - (Free Research)
To avoid fines and meet an upcoming compliance deadline, call centre services provider, RESPONSE (Building Rewarding Relationships), needed to improve security. Read this paper to learn how the organisation secured an easily installed and managed security solution that could also be deployed in time to meet the looming deadline. 
(WHITE PAPER) READ ABSTRACT |

The Intelligent Customer Front Door: Rolling Out the Red Carpet for Increased Customer Satisfaction by Genesys

March 27, 2008 - (Free Research)
Download the new business paper, The intelligent Customer Front Door: Rolling Out the Red Carpet for Increased Customer Satisfaction and discover how your contact center can actually anticipate customers' needs and allow them to control the interaction. 
(WHITE PAPER) READ ABSTRACT |

Visa Desjardins Provides a Differentiated Customer Experience by Genesys

February 27, 2013 - (Free Research)
Access this video case study today to learn how Visa Desjardins – the largest financial cooperative group in Canada – optimized customer service delivery by investing in a new blended call center environment. 
(WEBCAST) READ ABSTRACT |

ESRI Ensures a Single, Seamless Conversation with Customers Across All Channels by Genesys

February 28, 2013 - (Free Research)
This case study reveals how Esri, a leading provider of GIS mapping software, redesigned the overall customer service experience in order to better support changing customer demands and improve interactions across all channels. 
(CASE STUDY) READ ABSTRACT |

UPMC Health Plan Optimizes Customer Conversations to Ensure Service Excellence by Genesys

September 16, 2013 - (Free Research)
Consult this case study today to learn how UPMC Health Plan developed an innovative customer service strategy that provided consistent, personal customer experiences, enabled constant service improvements, and more. 
(CASE STUDY) READ ABSTRACT |

Cisco Unified CRM Connector 3.0. by Cisco Systems, Inc.

The Cisco Unified Communications system is a full-featured business communications system built into an intelligent IP network. 
(SOFTWARE PRODUCT)

Cisco Unified CRM Connector 3.0 by Cisco Systems, Inc.

The Cisco Unified Communications system is a full-featured business communications system built into an intelligent IP network. 
(HARDWARE PRODUCT)

Boosting Contact Center Capabilities with UC and SIP by IBM

December 14, 2010 - (Free Research)
Unified Communications and the contact center were once perceived as different, but these two business functions and technologies are linked. Today's IT and contact center architects can leverage UC applications capabilities and integrate Session Initiation Protocol (SIP) and SIP trunking to create more proactive and reactive customer service. 
(EBOOK) READ ABSTRACT |

KnowledgeNote: Like a Fine Wine, Leads Get Better Over Time by KnowledgeStorm, Inc (E-mail this company)

February 2007 - (Free Research)
Research from KnowledgeStorm shows that a high percentage of leads that begin their research on the Web ultimately result in an active project. The technology vendors that nurture these Early Stage leads are often in a better selling position than those vendors that later "pile on" to more advanced, but also more competitive, leads. 
(WHITE PAPER) READ ABSTRACT |

KnowledgeNote: The C-Suite May Not Be Your Lead Sweet Spot - Podcast by KnowledgeStorm, Inc (E-mail this company)

July 2006 - (Free Research)
Findings of the Web Lead Evaluation and Scoring Study, conducted by KnowledgeStorm and The Artemis Group, suggest companies using the Internet to generate leads might discover that focusing on the C-suite is not the fastest route to improved lead-to-close ratios. Listen to this podcast to find out why. 
(PODCAST) READ ABSTRACT |

KnowledgeNote: The C-Suite May Not Be Your Lead Sweet Spot by KnowledgeStorm, Inc (E-mail this company)

May 2006 - (Free Research)
Is the C-suite really the best source of early leads that will convert to revenue for your company? New research from KnowledgeStorm unveils some surprising results that call this common conception into question, and should have technology marketers re-examining their lead targeting strategies. 
(WHITE PAPER) READ ABSTRACT |

Developing for the Future - The New Trend for Hosted VXML by West Interactive

June 2010 - (Free Research)
By taking advantage of the Voice XML platform (VXML) to manage infrastructure scale and support, companies are freeing up IT dollars and resources to focus on creating best-in-class customer experiences using IVR applications. This webinar will provide you with key information necessary to execute a comprehensive PaaS strategy using VXML. 
(WEBCAST) READ ABSTRACT |

Still Struggling to Reduce Call Center Costs without Losing Customers? by SAP AG

February 2008 - (Free Research)
Efficient call centers that also meet customer expectations is a challenge that many organizations face. Discover the key steps to turning your call center into a strategic asset. 
(WHITE PAPER) READ ABSTRACT |

The End User Experience: The Working End User by Intel Technology Provider

December 2009 - (Free Research)
This presentation transcript will discuss the End User. Ultimately, all of us are trying to look after are our end users. It does not matter whether we are the supplier or the customer that is receiving goods. We are all end users in this world, and what we are trying to do is to look at the end user and actually think about how they work today. 
(PRESENTATION TRANSCRIPT) READ ABSTRACT |

Avaya Asia Pacific Customer Experience Index 2013 by Avaya

November 2013 - (Free Research)
This exclusive resource discusses the critical role that contact centers play in driving customer satisfaction and how your organization can ensure that your contact centers provide customers with the experience that they desire. 
(WHITE PAPER) READ ABSTRACT |

Avaya Users Deploy Best-in-Class Practices to Improve Contact Center Performance by Avaya

November 2013 - (Free Research)
This exclusive paper examines how your organization can position itself to meet changing buyer needs by establishing best-in-class contact center programs. Read on and also discover 14 best practices that can ensure successful customer interactions. 
(WHITE PAPER) READ ABSTRACT |

Mobile Devices Reshaping the Customer Experience: Learn how a mobility strategy can drive innovation and add a competitive edge to your contact center by Avaya

December 2012 - (Free Research)
This resource details the opportunities that mobility presents for contact centers, and offers guidance to help you weave these opportunities into a strategy that empowers you to capitalize on mobile benefits and sharpen your competitive edge. 
(WHITE PAPER) READ ABSTRACT |

Case Study: Henderson Global Investors Bolsters Microsoft SharePoint Adoption with DocAve by AvePoint, Inc.

August 2011 - (Free Research)
This case study details the efforts of Henderson Global Investors, an asset management firm, to improve their SharePoint-based content management, backup and administrative functions using AvePoint's DocAve Software Platform. 
(CASE STUDY) READ ABSTRACT |

WebSmart Services by Melissa Data Corp

April 2010 - (Free Research)
Melissa Data’s WebSmart Services can handle your data quality needs. Ensure that your contact data, including addresses, names, phone numbers, and emails are valid, and use existing data to append additional information to enhance initiatives. The WebSmart services can be integrated into the business chain to ensure the integrity of your database. 
(WHITE PAPER) READ ABSTRACT |

Supporting a Multichannel Contact Center by Verint Systems

February 2013 - (Free Research)
Consult this expert e-guide to uncover how you can provide customer support across multiple communication channels. Assisting customers efficiently is imperative to the reputation of your business. This e-guide covers best practices for managing multiple channels, so you can prepare for communication from every angle. 
(EGUIDE) READ ABSTRACT |

5 Ways to Optimize Your Workforce for Customer Contact in a Social Marketplace by Aspect

August 2013 - (Free Research)
This white paper discusses how workforce, quality and performance management capabilities provide practical business processes and tools for effective staffing, monitoring, reporting, evaluation and coaching. 
(WHITE PAPER) READ ABSTRACT |

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