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Weighing your call center hosting options by inContact December 17, 2009 - (Free Research) In this podcast, SearchCRM.com sits down with Richard Snow, a contact center technology and strategy expert with Ventana Research, who shares tips on how to select the right hosted contact center provider, create the proper RFPs, craft airtight SLAs, and more.  (PODCAST) READ ABSTRACT |

Communications Skills for Remote Support by LogMeIn, Inc. September 16, 2009 - (Free Research) A new era of on-demand remote support has brought with it a unique challenge to the agents who practice it: a new level of transparency for their interpersonal skills. In this white paper, you'll learn from an experienced communications skills expert, 4 specific steps to help supercharge your customer relationships in an era of remote support.  (WHITE PAPER) READ ABSTRACT |

Working Smart in IT operations, Making the Case for Consolidated Operations by Hewlett-Packard Company October 22, 2008 - (Free Research) This paper explores the problems IT operations can encounter in coordinating multiple application and infrastructure specialist teams. It also proposes consolidating operations to get incidents to the right person with the right information fast so problems can be resolved quickly and smoothly.  (WHITE PAPER) READ ABSTRACT |

Presentation Transcript: Picking the Right Thin Client by Pano Logic, Inc December 16, 2009 - (Free Research) This presentation transcript, featuring Brian Madden and Gabe Knuth, provides expert advice to help you select the right thin client for your environment. Learn which features are important and how to manage thin clients effectively.  (PRESENTATION TRANSCRIPT) READ ABSTRACT |

Podcast- Picking the Right Thin Client by Pano Logic, Inc November 20, 2009 - (Free Research) This podcast, featuring Brian Madden and Gabe Knuth, provides expert advice to help you select the right thin client for your environment. Learn which features are important and how to manage thin clients effectively.  (PODCAST) READ ABSTRACT |

RAID FAQ by Nexsan Technologies November 24, 2009 - (Free Research) Twenty years old, RAID has become a standard and transparent feature. What is RAID, and how does this technology fit into the storage landscape? This expert FAQ podcast answers common questions about RAID, explores the different levels of this technology, and overviews the implementation stages and obstacles.  (PODCAST) READ ABSTRACT |

TechWiseTV: Unlocking the Potential of Virtualization by Cisco Systems, Inc. July 30, 2009 - (Free Research) Virtualization has become the standard in data centers today with its ability to allow IT pros to do more with less – but it still has its challenges. Watch this episode of Cisco TechWiseTV to learn how to overcome these challenges to take full advantage of virtualization.  (WEBCAST) READ ABSTRACT |

Deliver Application Integration Projects in Days by Cast Iron Systems February 23, 2009 - (Free Research) This white paper details the Cast Iron Integration Solution, which dramatically simplifies application integration today. As a purpose-built solution designed exclusively for application integration, it eliminates complexity from an integration problem and enables companies to implement projects in days, rather than weeks or months.  (WHITE PAPER) READ ABSTRACT |

The Dynamic Infrastructure Worldwide Forum by IBM June 17, 2009 - (Free Research) View this on demand Dynamic Infrastructure Worldwide Virtual Forum for advice from leading experts on today's IT challenges.  (WEBCAST)

Still Struggling to Reduce Call Center Costs without Losing Customers? by SAP AG February 01, 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 |

Cisco IP Phone Features by Global Knowledge February 10, 2009 - (Free Research) This paper explains various features (Softkeys) available to the phone while in a call state.  (WHITE PAPER) READ ABSTRACT |

IRMC Used VMware Virtual Desktop Infrastructure to Virtualize its Call Center Operations by AMD and VMware, Inc (E-mail this company) March 2008 - (Free Research) 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.  (CASE STUDY) READ ABSTRACT |

Audio Conferencing 2.0: Control Costs & Simplify Administration by Citrix Online September 2009 - (Free Research) 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.  (WHITE PAPER) READ ABSTRACT |

Get More Value from Audio Conferencing by Citrix Online September 2009 - (Free Research) Listen to this podcast to hear how all-new HiDef Corporate™ leverages the communicative advances of the Internet and next generation telephony to revolutionize the way call conferencing is administered and billed.  (PODCAST) READ ABSTRACT |

Leading Auto Repair Services Provider Boosts Efficiency with Easy-to-Use CRM Solution by Microsoft July 2008 - (Free Research) 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.  (CASE STUDY) READ ABSTRACT |

For Ceridian, it Pays to Provide High-Quality Support by LogMeIn, Inc. September 2009 - (Free Research) This case study describes how Ceridian used LogMeIn Rescue to streamline its 50-to 90 day implementation process and to increase troubleshooting capabilities for customer support analysts handling 2,500 calls per day. With Rescue in place, Ceridian has experienced an increase in their customer satisfaction rates, which have grown from 83% to 94%.  (CASE STUDY) READ ABSTRACT |

WebFOCUS Business Intelligence Application Development & Deployment by Information Builders Inc. (E-mail this company) WebFOCUS development and deployment solutions provide easy-to-use Web-based applications for unlimited numbers of users, tailored to their skill level and preferences regardless of location, as well as flexible and intuitive development tools for building applications.  (SOFTWARE PRODUCT)

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.  (WHITE PAPER) READ ABSTRACT |

Selling to the C-Level: How to Convince Company Leaders to Buy by ZoomInfo November 2009 - (Free Research) This paper examines how to conduct successful C-level sales calls and the psychological strategies and linguistic tactics that help you convince company leaders to buy. Read on to learn the five steps for conducting the successful C-level sales call.  (WHITE PAPER) READ ABSTRACT |

Controlling the Cost of Audio Conferencing by Citrix Online September 2009 - (Free Research) This Wainhouse Research application brief explores the costs of audio conferencing – specifically whether organizations consider cost to be a problem and what they're doing to control it.  (WHITE PAPER) READ ABSTRACT |

Best Practices in the Call Center: A Customer Touch-Point Methodology by Oracle Corporation January 2009 - (Free Research) 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.  (WHITE PAPER) READ ABSTRACT |

Giving Nurses More Time to Care by LogMeIn, Inc. September 2009 - (Free Research) 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.  (CASE STUDY) READ ABSTRACT |

Desktop Authority Password Self-Service Version 4.1.1 - Free 30 Day Trial! by ScriptLogic Corporation April 2009 - (Free Research) Desktop Authority® Password Self-Service™ provides an easy-to-use, robust system for allowing users to reset their own forgotten passwords or locked accounts, eliminating the biggest source of help desk calls.  (TRIAL SOFTWARE) READ ABSTRACT |

Desperate Times Call for Strategic Measures, Part II by Atos Origin November 2009 - (Free Research) This is a follow up to "Desperate Times Call for Strategic Measures" which argued that now is the time to consider an IT transformation project. This article will explore the viability and benefits of upgrading to SAP 6.0.  (WHITE PAPER) READ ABSTRACT |

The Work-at-Home Agent Model for Improved Customer Loyalty by inContact December 2009 - (Free Research) 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.  (WHITE PAPER) READ ABSTRACT |

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