Read this paper to learn about options for deploying and managing a home-based agent model with the ultimate goal being increased customer loyalty. As the key driver in this model, other cumulative benefits result: higher agent productivity, reduced attrition, lower operational costs, stronger business continuity, and more. 

IRMC used VMware Virtual Desktop Infrastructure to virtualize its call center operations and support multiple call centers from a central data center, reducing IT costs while improving flexibility and competitiveness. 

In this webcast, learn about changing trends in the data center infrastructure. Discover tools to ensure high availability at a low cost to improve IT performance. Find out more about innovations to data center operations to help you remain competitive. 

Is securing the Call Center possible without impacting the customer experience? This paper discusses the advantages and benefits of using knowledge-based authentication (KBA) to bolster Call Center security over other solutions. 

In this e-book, learn more about key trends affecting SAP managed hosting environments. Find out how the emergence of cloud computing is impacting the managed hosting market. Learn more about virtualization and find out important considerations when assessing managed hosting providers. 

Hear from Forrester Research experts to learn about 5 key business and technology trends that are enabling companies to reduce costs AND ensure web application performance. 

After evaluating several customer relationship management solutions, including Salesforce.com, the company replaced NetSuite CRM with Microsoft Dynamics® CRM. Using Microsoft Dynamics CRM, the company cut call times in its customer support call center by 30%, reduced agent training time by 25 percent, and strengthened its growth capacity. 

One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. 

In this paper, we're taking audio conferencing to an entirely new level. Built with Web-based administration and control, HiDef Corporate audio conferencing gives you crystal-clear audio plus the tools to extract maximum value from every call. 

The IT team at Palm Valley Health Care needed to provide technical support to their 200 field nurses and wide-spread administrative staff throughout South Texas. Find out why they chose LogMeIn Rescue to solve 9 out of 10 support issues remotely. 

This APC eBook will discuss power consumption trends in the data center, why energy efficiency matters, how to reduce your power footprint, and benchmark metrics that will help you measure your progress. 

VI Service Desk fulfills the need to provide consistent, centralized service and support. Tickets are prioritized, assigned to the proper resources and escalated to the next support tier when necessary. Robust Ad-hoc reporting helps IT track trends and justify change.