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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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Consolidation 2.0: Consolidation Trends in Contact Center Technologies and Operations by CosmoCom, Inc.

January 2008 - (Free Research)
This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment. 
(WHITE PAPER) READ ABSTRACT |

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. 
(CASE STUDY) READ ABSTRACT |

Executive Insight: Multi-Sourcing in the Call Center by inContact

February 2009 - (Free Research)
This paper examines how many executives are beginning to understand that cutting cost by outsourcing call center operations isn't always the best solution. Learn how "cheaper" often comes at the expense of "better". 
(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 |

E-Book: The Executive’s Guide to Contact Center Technology Planning by inContact

May 2010 - (Free Research)
In this e-book learn about emerging contact center technology trends and newer options like self-service technology, analytics and Web 2.0. Find out about 10 must-have technologies for the contemporary contact center. Learn how to select the best technology to meet your needs, and read expert advice for setting up contact center technology. 
(EBOOK)

Hilton Reservations Worldwide by Aspect

March 2008 - (Free Research)
Since implementing the workforce management capabilities, HRW has seen data accuracy go from within ten percent of actual to within three percent of actual due to Aspect eWorkforce Management. 
(CASE STUDY) READ ABSTRACT |

NJ 2-1-1 Success Story by Five9

April 2013 - (Free Research)
Read this brief case study to learn how NJ-2-1-1 implemented a cloud-based virtual contact center that successfully handled over 90,000 calls when 2012's Hurricane Sandy hit. Read on to discover the benefits they are enjoying from this system. 
(CASE STUDY) READ ABSTRACT |

SIP contact centers: Key benefits and potential challenges by SearchSecurity.com

February 2012 - (Free Research)
Learn how Session Initiation Protocol (SIP), unified communications (UC) and contact centers fit hand in hand in this e-guide from SearchUnifiedCommunications.com. 
(EGUIDE) READ ABSTRACT |

Implementing a Telecommuting Program by Avaya Inc.

January 2008 - (Free Research)
This paper discusses several issues related to implementing a telecommuting home worker program for contact center agents. Certainly, the particular requirements of each company will dictate the extent to which these and other concepts are implemented. 
(WHITE PAPER) READ ABSTRACT |

Roadmap for Implementing a Multi-Site IP Contact Center by Avaya Inc.

May 2008 - (Free Research)
Explore a three-part guide to identifying the potential presented by Internet Protocol (IP), building a business case for migration to IP and ultimately designing and implementing an IP infrastructure. 
(WHITE PAPER) READ ABSTRACT |

Converting Service Calls into Sales with Real-Time Offer Management by SAP America, Inc.

July 1967 - (Free Research)
Banks, utilities, retailers, and the like are taking advantage of incoming calls and Web visits to make offers to existing customers. In this paper learn how with real-time offer management applications, can help leverage customer information. 
(WHITE PAPER) 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 |

Moving beyond the Queue - Focusing on the Real-Time Customer by Inova Solutions

May 2008 - (Free Research)
In this paper, Tim Montgomery, a highly regarded industry consultant, speaker and author explores new ideas on ways every call center can keep up with new customer demands. 
(WHITE PAPER) READ ABSTRACT |

Oracle PeopleSoft CRM Integration into the Contact Center by AMC Technology

May 2008 - (Free Research)
This technical integration brief explains how the PeopleSoft CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC. 
(WHITE PAPER) READ ABSTRACT |

Communications Leader Videotron Hopes to save $1.6 Million by Automating Service Calls on Blackberry Smartphones by BlackBerry

February 2009 - (Free Research)
Encumbered by paper-based work orders and instructions relayed verbally, Cable TV company Videotron needed a solution that helped manage service requests in a way that cut costs and service call mistakes. They chose a wireless solution from Blackberry that automates all administrative steps involved in handling a service call. 
(CASE STUDY) READ ABSTRACT |

Addressing Common Contact Center and Enterprise Business Issues with Speech Analytics by Verint Systems

April 2008 - (Free Research)
As a solution to contact center issues, this paper suggests Speech analytics, which gives organizations the ability tap into existing recorded customer interactions to gain actionable intelligence for improving business performance. 
(WHITE PAPER) READ ABSTRACT |

Selecting VoIP for Your Enterprise by Global Knowledge Network, Inc.

December 2004 - (Free Research)
Voice over Internet Protocol is the future of enterprise telecommunications. Find out if VoIP is the right choice for your company right now. Discover the benefits VoIP has to offer and how to overcome potential pitfalls during deployment. 
(WHITE PAPER) READ ABSTRACT |

Call Centre Transformation: Turning Customer Experience Into Profits by SAP AG

December 2007 - (Free Research)
Call centres have been constantly evolving since the last third of the twentieth century. This evolution will continue as innovative information technology and shifting forces of competition drive call centre transformation. Customer interaction has become an important source of differentiation for organisations. Learn more in this white paper. 
(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 |

Dialing for Dollars: Nine Tips on Call Prospecting by Cisco Systems, Inc.

January 2011 - (Free Research)
The truth about effective call prospecting is that it’s a numbers game: the more calls you make, the better your chance of attaining customers. Just one customer could be enough to make your sales numbers. Continue reading this paper to learn nine tips for effective calling. 
(WHITE PAPER) READ ABSTRACT |

FCR Done Right! by Enkata Technologies

April 2012 - (Free Research)
Access this white paper to learn how to build an operational FCR program without sacrificing your budget. 
(WHITE PAPER) READ ABSTRACT |

8 Seconds to Capture Attention: Silverpop's Landing Page Report by Silverpop Systems Inc.

August 2008 - (Free Research)
It's estimated that up to 50 percent of visitors to landing pages will bail in the first eight seconds. This evaluation explains how putting more effort on nurturing recipients once they hit those landing pages would be time and money well spent. 
(WHITE PAPER) READ ABSTRACT |

The Dirty little Secrets of the Warehouse Management Systems Industry by HighJump Software

May 2008 - (Free Research)
Read this white paper to learn five secrets you should know before you purchase a WMS. Guide your evaluation and selection processes in a way that best benefits your business, your customers and your long-term success and competitive advantage. 
(WHITE PAPER) READ ABSTRACT |

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. 
(WHITE PAPER) READ ABSTRACT |

If You Teach a Customer to Fish: The Power of Web Self-Service by Epicor Software Corporation

November 2008 - (Free Research)
This document explores the power of online self-service and how it contributes to healthy customer relationships and delivers viable cost savings. 
(WHITE PAPER) READ ABSTRACT |

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