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Call Center Workforce Management Software Best Practices by Infor WFM Workbrain
January 05, 2012 - (Free Research)
The market for workforce management (WFM) software in the contact center saw double-digit growth last year, but the technology still needs work, according to experts. In this e-guide you’ll explore the pros and cons of WFM.
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Enterprise VoIP Security: Potential Threats and Best Practices by Global Knowledge Network, Inc.
March 2006 - (Free Research)
As VoIP usage becomes widespread, enterprise users will become subject to many of the same security risks that have affected data networks. This report highlights some of the potential security problems associated with VoIP and address what measures can be taken to secure enterprise VoIP deployments.
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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.
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Windows 7 Review Guide by Global Knowledge
May 2009 - (Free Research)
Join Glenn Weadock, Global Knowledge Instructor, MCITP, MCSE, MCT, A+, for this Windows 7 Review Guide. This white paper introduces the key areas in which Windows 7 differs from Vista - areas you'll need to focus on if you're thinking of moving to Windows 7, either from Vista or from XP.
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How To Avoid Meetings - or at Least the Unproductive Ones by Global Knowledge Network, Inc.
July 2004 - (Free Research)
We all have better things to do with our limited time, but we end up in numerous unproductive meetings. In this paper we will discuss why meetings fail, what are the alternatives to conventional meetings, and how to spot the meetings that should be avoided.
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7 Best Practices for Speech Analytics by Autonomy, an HP company
(E-mail this company)
December 2011 - (Free Research)
Your customers are also calling, chatting, tweeting and emailing your contact center agents, sharing valuable information during each interaction. Download this complimentary white paper to learn how you can easily gather and leverage data from all customer interactions to assess how your agents are performing and improve the customer experience.
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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.
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Web Lead Evaluation and Scoring Study by KnowledgeStorm, Inc
(E-mail this company)
April 2006 - (Free Research)
KnowledgeStorm and The Artemis Group conducted an in-depth analysis of 15,452 Web leads generated by KnowledgeStorm. The objective of this study was to identify characteristics of Web leads that maximize sales opportunities and to debunk myths around what makes a good sales lead.
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Transforming the Customer Experience: How Four Contact Centers Did It Successfully by inContact
September 2011 - (Free Research)
If your organization isn't on the cloud yet when it comes to customer service, then you may be severely disadvantaged. Competition for customer service is increasing and your company needs all the latest tools to stay ahead of the game. Read this white paper to learn how four contact centers adopted agile cloud-based computing technologies.
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OSPF Scaling and Summarization by Global Knowledge
November 2010 - (Free Research)
This paper examines the usefulness and goal of summarization. These goals consist of conserving RAM, bandwidth and CPU by hiding information from some of the routers.
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Create an Online Customer Feedback Loop with Your Call Center by Tealeaf
January 2011 - (Free Research)
In this whitepaper, we will describe the business imperative for closing the multi-channel customer experience gap and discuss how doing so gives you opportunities to differentiate your business. Read on to learn more.
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Netflights.com uses Tealeaf in the call center to help generate 20% of all revenue by Tealeaf
November 2010 - (Free Research)
To better differentiate in a highly competitive environment, Netflights.com decided that improving customer experience for its website, needed to be a key strategic initiative. This paper describes how Netflights.com leveraged Tealeaf for unprecedented visibility into their online channel, dramatically improving customer service and as a result.
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Use effective call centers to build customer loyalty by Infor CRM
February 2012 - (Free Research)
This tip guide features chapter 6 from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Access this resource now to learn how to align business process with customer relationship management (CRM) initiatives, tips for CRM strategy and how to effectively leverage the call center to improve customer loyalty.
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Cloud Computing for the Call Center: The Next Revolution by inContact
May 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.
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Debunking Security Concerns with Hosted Call Centers by inContact
September 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.
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Cisco IP Phone Features by Global Knowledge
February 2009 - (Free Research)
This paper explains various features (Softkeys) available to the phone while in a call state.
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Password Management Survey by LEGACY - DO NOT USE - Siber Systems
September 2008 - (Free Research)
This report shows how RoboForm Enterprise password management solution, can increase corporate security, eliminate password related help desk calls, improve end user productivity, and decrease overall IT costs.
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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.
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The Total Economic Impact Of Click to Call And Click to Chat by Oracle Corporation
April 2011 - (Free Research)
This white paper provides an overview of the results of a Forrester Consulting survey on the total economic impact and potential return on investment of deploying click to call and click to chat solutions. Continue reading to learn about the evaluation methods, results and more.
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Accelerate ITIL Initiatives by Bomgar Corporation
(E-mail this company)
March 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.
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