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Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service by SAP America, Inc..
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Heinz Uses Wireless Technology to Gain Retail Advantage by BlackBerry

February 26, 2009 - (Free Research)
Heinz wanted to speed up and improve the quality of scorecard information they gathered about Heinz brands in retail stores; so they used the Electronic Retail Audit solution on BlackBerry devices to provide brokers with accurate feedback. 
(CASE STUDY) READ ABSTRACT |

Mobile Devices: Changing the Way You'll Service Your Customers by Interactive Intelligence, Inc.

August 15, 2012 - (Free Research)
Discover how you can take advantage of the mobile revolution to deliver an improved and expanded service experience for your mobile device wielding users. 
(PRESENTATION TRANSCRIPT) READ ABSTRACT |

Level the Customer Service Playing Field with the Cloud by Genesys

March 31, 2013 - (Free Research)
In this paper by Ovum research, discover how mid-market companies can leverage the cloud to improve customer service, and, as a result, get on a more level playing field with bigger competitors. Explore the challenges that mid-size companies face with customer service, and get recommendations for cloud adoption tailored to service organizations. 
(WHITE PAPER) READ ABSTRACT |

Overhauling a Legacy Contact Center: Starting Steps by Five9

May 10, 2013 - (Free Research)
Overhauling legacy contact center technology is often costly and time-consuming, but it doesn't have to be. This expert e-guide offers advice on deciding when it's time to upgrade your contact center, making the business case for an overhaul, and important change management considerations. 
(EGUIDE) READ ABSTRACT |

Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis by inContact

May 06, 2011 - (Free Research)
Today, the majority of North American contact centers today are supported by premise-based contact center and telephony systems. But there's another money-saving option for contact centers: third-party owned and operated hosted services. Before you decide which model to use, there's another factor you should consider: Total cost of ownership (TCO). 
(WHITE PAPER) READ ABSTRACT |

Building a Business Case for your Next-Generation QA Solution by Calabrio, Inc.

June 21, 2011 - (Free Research)
This white paper shows you how to build your business case and obtain approval for a new or upgraded contact center quality assurance and recording solution. 
(WHITE PAPER) READ ABSTRACT |

New Contact Center Metrics to Fit Busy New Customers by Aspect

March 14, 2014 - (Free Research)
View this exclusive e-guide to learn more from Fluss and other CRM experts as they explore the right and wrong way to leverage mobility to reach busy customers, as well as how to implement new contact center metrics to measure the effectiveness of new channels -- including email, chat, and social media. 
(EGUIDE) READ ABSTRACT |

8 Traits of IT-Friendly Contact Center and Web Customer Service Software by eGain Communications Corp.

May 06, 2010 - (Free Research)
In this white paper, we discuss eight IT-friendly software traits that minimize risk, maximize ROI, and encourage innovation. Although the focus of this paper is on contact center and web customer service software, the discussion is broad enough to be a valuable guide for any technology investment. 
(WHITE PAPER) READ ABSTRACT |

Contact Centers for Dummies by Avaya Inc.

November 2008 - (Free Research)
This guide provides a high-level approach to the different methodologies with lots of information not only on running contact centers, but also on implementing technology in contact centers in a profitable way. 
(BOOK) READ ABSTRACT |

Best Practices for a contact center technology overhaul by Contactual (Now 8x8, Inc.)

June 2011 - (Free Research)
Tap into the expert advice in this eBook to choose technology that will help you leverage multiple contact channels, effectively monitor agent interaction and deliver an excellent customer experience. 
(EBOOK) READ ABSTRACT |

Contact Center Consolidation by CosmoCom, Inc.

March 2008 - (Free Research)
Improving access to contact center resources is more challenging when agents are distributed across multiple locations. View this webcast for insight into Contact Center Consolidation. 
(BOOK) READ ABSTRACT |

Three Best Practices for Today's Profitable Contact Centers: Three Best Practices for Contributing to the Bottom Line by Avaya Inc.

July 2008 - (Free Research)
This white paper provides the three best practices for today's profitable contact centers. 
(WHITE PAPER) READ ABSTRACT |

Boosting Contact Center Capabilities with UC and SIP by IBM

December 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 |

Make the most of customer interactions in the contact center by Calabrio, Inc.

December 2013 - (Free Research)
In this white paper, discover how to optimize your contact center processes with the help of new interaction channels such as social media, and make the most of interaction data to learn more about your customers and your company. 
(WHITE PAPER) READ ABSTRACT |

Benefits of Cloud-Based Communications by Interactive Intelligence, Inc.

April 2012 - (Free Research)
This presentation transcript explores the options of moving your contact center applications and Unified Communications strategies to the cloud. Uncover the benefits and opportunities of cloud-based solutions and potential pain points, and get help deciding if the cloud is a good option for your organization. 
(PRESENTATION TRANSCRIPT) READ ABSTRACT |

3-2-1 Contact the Call Center by SearchCRM

January 2013 - (Free Research)
Contact centers can't live in the past. This three-part handbook offers insight into how contact centers can modernize an agent's tools to meet the demands and needs of customers whose mobile and social empowerment has put companies in the virtual hot seat. 
(WHITE PAPER) READ ABSTRACT |

Customer Experience Exchange E-Zine Issue 2 by SearchCRM

January 2012 - (Free Research)
This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies. 
(EZINE)

A contact center manager's guide to integrating self-service by KANA (E-mail this company)

August 2012 - (Free Research)
Leveraging self-service technologies in your contact center can significantly reduce costs, but successful implementation is tricky. Gain expert advice on how to ensure your self-service contact center initiative is a success. Read on to learn self-service contact center best practices, how to obtain executive support, and more. 
(EBOOK) READ ABSTRACT |

First Contact Resolution by Pegasystems

May 2011 - (Free Research)
Contact centers have perfected the art of tracking customer inquiries, but first contact resolution is still alluding them.¬† The key to solving the problem-- not just answering, but resolving the issue. 
(EBOOK) READ ABSTRACT |

New Contact Center Megatrends and How to Ride them: The Contact Center Executive’s Guide to Career Success in Turbulent Times by eGain Communications Corp.

February 2010 - (Free Research)
Megatrends are not fads; they won’t go away after a while. The trick is to embrace change and stay ahead of these trends instead of getting swept away. This paper discusses what the seven megatrends of transforming contact centers today. Read on to learn more about these trends and learn some proven ways of how to benefit from them. 
(WHITE PAPER) READ ABSTRACT |

Finally, a Simple Way to Deploy a Customer Contact Center by Contactual (Now 8x8, Inc.)

February 2010 - (Free Research)
The goal of customer interaction is to provide consistent and efficient service across all areas of customer contact channels. In this paper we examine two alternatives: building a contact center in-house versus using an online service such as Contactual OnDemand Contact Center to interact efficiently with customers. 
(WHITE PAPER) READ ABSTRACT |

The Hidden ROI of a Cloud-based Contact Center by Five9

January 2013 - (Free Research)
Access this report from Aberdeen Group to examine some of the top business drivers for cloud-based contact centers. You'll also explore the benefits that the cloud offers contact centers, and how it improves customer experience over traditional call center deployments. 
(ANALYST REPORT) 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 |

Best practices for integrating your contact centre with salesforce.com by ComputerWeekly.com

March 2013 - (Free Research)
Analyst group, Nucleus Research explores how companies can use technologies such as Genesys Connect to deliver more value from their service cloud investment 
(ANALYST REPORT) READ ABSTRACT |

Hosted Contact Center Market Report: DMG Consulting by LiveOps

March 2011 - (Free Research)
Hosted contact center adoption is increasing rapidly.¬†Solutions provide quick deployment, quantifiable ROI, scalability, ongoing investment protection, reduced maintenance burden and minimal cash outlays. DMG Consulting, a leading contact center firm, has just released this new report discussing key market trends, ROI benefits, and key players. 
(ANALYST REPORT) READ ABSTRACT |

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