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Featured Sponsors
3-2-1 Contact the Call Center by SearchCRM
January 31, 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.
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CRM Buyer’s Guide – 2011 Edition by SearchCRM
June 02, 2011 - (Free Research)
Welcome to SearchCRM.com’s Buyer’s Guide. This directory was designed to be a valuable resource for those getting started with research or evaluating vendors in the CRM market.
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Customer Experience Exchange E-Zine Issue 2 by SearchCRM
January 31, 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.
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WebSmart Services by Melissa Data Corp
April 20, 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.
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Customer Experience Exchange E-Zine: Issue 3 by SearchCRM
March 20, 2012 - (Free Research)
In this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%.
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Navy Federal Credit Union becomes trusted advisor with Infor by Infor
December 31, 2012 - (Free Research)
Providing your customers with accurate, timely, pertinent information is the cornerstone of success for any client-based business. Check out this brief case study to lean how Navy Federal Credit Union implemented a cross-servicing platform to monitor customer interactions and provide more relevant services and information to their clients.
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Top 10 Tips on Getting Started with Speech Analytics by Verint Systems
April 2008 - (Free Research)
By enabling enterprises to mine large volumes of recorded customer/agent voice interactions, speech analytics is redefining quality in a way that can promote greater customer satisfaction, loyalty, and value.
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Network Foundation - Cisco 1700 Series by Cisco Systems
Cisco 1700 Series modular routers are ideal for enterprise small branch offices and small and medium-sized businesses that need secure access to business applications, network resources, and Internet services. The Cisco 1700 Series delivers fast, reliable and secure Internet/network access through a wide-range of high-speed WAN access technologies.
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Intel Intelligent Power Node Manager by Intel
August 2011 - (Free Research)
With calls for efficiency and shrinking budgets, it is certain that any attempt to reduce power consumption will be welcome. Take a look at this exclusive resource to learn how implementing a power capping, monitoring and allocating application can improve overall performance and energy consumption in your data center.
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CW Special report on Wipro by ComputerWeekly.com
November 2012 - (Free Research)
This 5 page special report from Computer Weekly gives you the facts on Wipro, its strategy, products and services and financial performance.
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Making WFM Work: Best Practices and ROI Model by Calabrio, Inc.
June 2011 - (Free Research)
There has been tremendous innovation in contact center WFM over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.
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Minimizing Distressed Shipments by IBM
December 2010 - (Free Research)
Read this case study to learn how Lombardi Teamworks® helped a major computer manufacturer gain a complete understanding of the distressed shipment process and orchestrate efficient responses to returns. Read on to learn to learn how this large computer manufacturer saved 2 million dollars per quarter with Lombardi Teamworks®.
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Cloud-based Contact Center Software Gives Expert Planet the Edge by Five9
January 2013 - (Free Research)
View this white paper to learn more about the focus Expert Planet placed on cloud-based contact center from the beginning. It explores the development productivity gains and the greater efficiency achieved through Salesforce integration. Develop a better understanding of cloud-based benefits by reading this white paper now.
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Reduce CPU Usage with 'SMART' SQL by BMC Software, Inc.
November 2009 - (Free Research)
This paper discusses how and why to design SQL that will reduce the number of times calls are made to DB2. We'll look at how to write SMART applications rather than writing applications that act like generic I/O modules to DB2, properly tune SMART SQL, and how to exploit SQL and application features in DB2 on z/OS version 8 and 9.
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Public complaints case study by SAS Institute Inc.
March 2013 - (Free Research)
With large volumes of data pouring into the Hong Kong Efficiency Unit's call center, they needed a way to manage this information and provide excellent customer service. Read this brief case study to see how they leveraged a visual analytics platform to take more effective action and make better decisions.
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Top ten reasons to automate your IT processes by Hewlett-Packard Limited
August 2012 - (Free Research)
As IT infrastructures become larger and more complex the need for automation increases for both it's organisational efficiency and knowledge retention. Automation technology can help address alerts and incidents, as well as increase infrastructure up time while reducing operational costs.
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Making WFM Work: Best Practices and ROI Model by Calabrio, Inc.
January 2012 - (Free Research)
There has been tremendous innovation in contact center workforce management (WFM) over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.
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Online Training Case Study by SyberWorks, Inc.
December 2008 - (Free Research)
The operations division in a large multibillion-dollar service company had significant challenges training its franchisees to overcome these challenges the company purchased and installed the SyberWorks Training Center with a 250-seat license.
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Liebert Monitoring by Liebert Corporation
The Albér Cellcorder CRT-300 cell resistance tester displays and records cell float voltage, internal cell resistance and intercell connection resistance. The portable unit includes a memory card, backlit graphical reflective LCD....
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How to Make Magic with VoIP: Weighing the Options by Cisco Systems, Inc.
January 2011 - (Free Research)
VoIP with UC can transform a business across four dimensions: lower costs, higher productivity, better customer service, and higher revenues. It can make a small business appear big, and help it outperform larger competitors. There are several ways to implement VoIP. Read this paper to determine which way is best for your business.
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Extra Space Storage Dials Up Sales with inContact & Salesforce CRM by inContact
October 2010 - (Free Research)
This paper describes the benefits Extra Space Storage experienced by combining inContact’s on-demand platform and integrated with customer CRM software from salesforce.com. Read on to learn more about these benefits and learn how your company can experience the same results.
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Debunking Security Concerns with Hosted Call Centers by inContact
January 2011 - (Free Research)
This paper discusses the different layers requiring security, how security should be addressed in each layer, and how to select a qualified hosted call center provider. Read this white paper to learn more.
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