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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%.

(EZINE)

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How to Dramatically Speed Accounting and Business Processes by Exact Software

March 20, 2012 - (Free Research)

This case study examines a food services company that needed to find a more efficient way to keep track of and manage food and laundry inventories, address customer concerns in the call center, automate processes, and manage tax calculation processes. Continue reading to discover the software they used to effectively meet their business needs.

(CASE STUDY)

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Avaya Aura Contact Center Scripting Demystified by Global Knowledge

May 18, 2011 - (Free Research)

Why is scripting so daunting to many IT pros? It's not an impossible skill to master - most people can master a simple system if they have the opportunity to practice. This white paper introduces an identifiable pattern that virtually all Contact Centers follow and associates key elements of that pattern with the corresponding scripting code.

(WHITE PAPER)

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Rebroadcast IBM Watson and Medical Records Text Analytics by IBM

March 16, 2012 - (Free Research)

No, IBM is not going on the game show circuit, but IBM will make Watson’s full human language understanding deep question and answer system (DeepQA) available to healthcare in the near future for many use cases benefiting providers and payers.

(WEBCAST)

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Gartner: Best practices in virtualisation by ComputerWeekly.com

March 09, 2012 - (Free Research)

Philip Dawson, Gartner VP offers best practice advice for organisations looking to virtualise their IT infrastructure.

(ANALYST BRIEF)

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Cloud Computing for the Call Center: The Next Revolution by inContact

May 04, 2010 - (Free Research)

The right cloud computing solution makes it possible for call centers to eliminate barriers created by obsolete premise-based solutions, achieve customer service excellence and continue business success. Find out how inContact is helping hundreds of call centers greatly reduce costs while simultaneously increasing customer satisfaction levels.

(EBOOK)

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

August 08, 2011 - (Free Research)

This white paper presents the results of a total cost of ownership (TCO) analysis comparing premise-based and hosted contact center platforms.

(WHITE PAPER)

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Harvard Business Review Article: Mastering the Management System by SAP America, Inc.

September 01, 2011 - (Free Research)

In this article, Kaplan, of Harvard Business School, and Norton, founder and director of the Palladium Group, explain how to effectively manage both strategy and operations by linking them tightly in a closed-loop management system, which comprises five stages.

(WHITE PAPER)

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Business Skill Courseware by SkillSoft Corporation

SkillSoft’s Business Skills Library focuses on behavioral skills that are designed for business professionals and key to performance regardless of job responsibility, as well as the skills and knowledge that are relevant to the various areas of functional responsibility in today’s business organizations.

(ASP & SOFTWARE PRODUCT)

Computer Weekly – 20 March 2012: The open data revolution by ComputerWeekly.com

March 20, 2012 - (Free Research)

In this week’s Computer Weekly, Cabinet Office minister Francis Maude talks about releasing government datasets to the public and why open data will drive the next industrial revolution. We also review the latest test version of Windows 8 and see how it shapes up for tablet computers and business users and much more.

(EZINE)

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Building the Contact Center of the Future by inContact

May 15, 2012 - (Free Research)

This comprehensive white paper discusses the future of contact centers. From tools to strategy this paper covers all you need to know about ensuring that your customer service stays up to date.

(WHITE PAPER)

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Case Study: la Caixa - Bank takes customer and employee support to the next level by Hewlett-Packard Limited

January 05, 2012 - (Free Research)

With HP's contact centre and customer services, la Caixa was able to expand and continue to provide excellent service to their customers. Read this case study now to learn more about HP's call centre and contact centre offerings.

(CASE STUDY)

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Accelerate ITIL Initiatives by Bomgar Corporation (E-mail this company)

March 01, 2008 - (Free Research)

In this video, Joel Bomgar, Founder and CEO of Bomgar Corporation, explains how Bomgar fits into the ITIL framework, accelerating your ITIL initiatives through more efficient and effective Incident Management and Problem Management.

(VIDEOCAST)

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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)

Mobile ticketing opens doors of opportunity for business by ComputerWeekly.com

November 17, 2010 - (Free Research)

Juniper Research defines a mobile ticketing user as “someone who stores a ticket on their mobile phone for later redemption” at the point of travel, the music venue, the cinema etc.

(WHITE PAPER)

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Next Contact Avoidance:A Pre-Emptive Strategy for Customer Satisfaction by Enkata Technologies

April 26, 2012 - (Free Research)

This paper discusses using predictive analytics to improve customer satisfaction.

(EBOOK)

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Prescription for Server Room Growth: Design a Scalable Modular Data Center by IBM

November 16, 2010 - (Free Research)

To meet today’s unpredictable challenges, changing requirements and technical growth areas, a modular data center design and strategy can yield significant benefits that provide flexibility to match short-term capacity requirements with long-term growth, and do so in a cost-effective manner. Read this white paper to learn more.

(WHITE PAPER)

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IT Courseware by SkillSoft Corporation

SkillSoft's IT Skills instruction is designed to encourage and prompt frequent learner interaction with the course content. SkillSoft maintains courseware integrity and effectiveness by offering a balance of thorough instruction, challenging practice exercises and quizzes.

(ASP & SOFTWARE PRODUCT)

CW+: Cloud computing - look before you leap by ComputerWeekly.com

October 19, 2010 - (Free Research)

Over the past 18 months we have seen the irresistible rise of a new phenomenon, cloud computing. This term is given by the IT industry to a new business model for computing, one where capacity for computer, storage and networking can be dynamically acquired, on demand,and paid for according to usage.

(WHITE PAPER)

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SearchDataBackup VMware Backup Tutorial by Quantum Corporation

August 01, 2009 - (Free Research)

Virtual server backup is a known pain point among backup administrators. In our tutorial, learn all about VMware backup with this collection of articles on VMware backup and restore, VMware Consolidated Backup, Virtual Desktop Infrastructure and more.

(EGUIDE)

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Learning Computing: Why object orientated programming works. by ComputerWeekly.com

January 05, 2012 - (Free Research)

Programming is a journey between the real world and a computer. This article explains why object orientation is currently the best way we have of making the journey.

(JOURNAL ARTICLE)

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Top 10 Virtualization Tools by Dell, Inc. and Intel

March 07, 2012 - (Free Research)

This article covers the top 10 tools available to help make virtualization management easier.

(TECHNICAL ARTICLE)

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Debunking Security Concerns with Hosted Call Centers by inContact

September 16, 2011 - (Free Research)

This comprehensive white paper explores the call center landscape, details the benefits of hosted call centers along with the risks involved in cloud-based services.

(WHITE PAPER)

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Next Generation Network Management Techniques by Cisco Systems, Inc.

February 02, 2012 - (Free Research)

The February edition of the Network Evolution E-zine explore the latest advances in DevOps and uncover what you need to know for working within the movement. Also read several other featured articles!

(EZINE)

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FCR Done Right! by Enkata Technologies

April 26, 2012 - (Free Research)

Access this white paper to learn how to build an operational FCR program without sacrificing your budget.

(WHITE PAPER)

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