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Top 5 Ways to Make IVR Work for You and Your Customers by inContact

September 22, 2010 - (Free Research)
This paper will help you find this crucial balance between financial efficiency and customer experience with 5 IVR best practices to help you ensure satisfaction all around. These methods have been developed by call center experts with years of experience in the call center space. Read on to learn about the top 5 ways to make IVR work for you. 
(WHITE PAPER) READ ABSTRACT |

Reduce CPU Usage with 'SMART' SQL by BMC Software, Inc.

November 30, 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 |

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. 
(WHITE PAPER) READ ABSTRACT |

What If Any Agent Could Take Any Call? by KANA (E-mail this company)

June 2012 - (Free Research)
Good customer service involves leveraging policies, people, and technology to answer customer questions and solve problems with accuracy, speed, and consistency. Check out this paper for tips on how to relieve customer service pain points and get your agents able to answer calls with ease, and keep customers coming back time and time again. 
(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 |

Talladega County 9-1-1: 100% Network Availability for Emergency Calls Countywide with WhatsUp Gold by Ipswitch WhatsUp Gold

March 2011 - (Free Research)
In November of 2009 Talladega County consolidated the various Public Safety Answering Points that traditionally handled call and dispatch services for 5 law enforcement agencies, 4 municipal fire departments, 15 volunteer fire departments, 2 municipal emergency medical systems, and 4 other private services into a single communications network. 
(CASE STUDY) 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 |

Finding and Fixing VoIP Call Quality Issues by WildPackets, Inc.

August 2008 - (Free Research)
This white paper examines the various factors that can lead to poor VoIP call quality and how a network administrator can use WildPackets® OmniPeek™ Enterprise to pinpoint issues and keep the VoIP network running smoothly and efficiently. 
(WHITE PAPER) READ ABSTRACT |

Improving First-Call Resolution with Team Collaboration Technology by GoToAssist

November 2010 - (Free Research)
How can support reps quickly solve problems when they reach a dead end? Is there an easy way to bring experts into a support session without hindering the customer experience? This white paper will examine key customer support challenges and reveal the many advantages of collaborative remote support. 
(WHITE PAPER) READ ABSTRACT |

The Mixed Blessings of Contact Center Automation by SearchCRM

May 2014 - (Free Research)
Contact center technologies ease customer frustration with call center inefficiency, but they don't replace the human touch. 
(EBOOK) READ ABSTRACT |

Fixing the "Everyone" Problem by Varonis

July 2009 - (Free Research)
Read this paper to learn what exactly the problem is with "everyone" access and what new solutions Varonis has to offer. 
(WHITE PAPER) READ ABSTRACT |

Epicor's IT Service Management - Expert IT Help Desk Software by Epicor Software Corporation

 
(SOFTWARE PRODUCT)

Five Steps to Ensuring a Successful VoIP Migration by inContact

September 2010 - (Free Research)
This paper presents five key steps that will ensure a successful migration from legacy voice technology to VoIP in a contact center or enterprise environment. Continue reading to learn more about these five steps and learn how they can help you. 
(WHITE PAPER) READ ABSTRACT |

The Top 5 VoIP Problems and How to Solve Them by Fluke Networks

September 2010 - (Free Research)
This paper examines each of these problems and addresses how the ClearSight Analyzer can be used to isolate the cause of the problem. 
(WHITE PAPER) READ ABSTRACT |

IBM Tivoli Service Request Manager White Paper by IBM

January 2010 - (Free Research)
This IBM white paper will show you how you can help your organization manage incidents and problems, restore critical services, and minimize service desk calls in this white paper. 
(WHITE PAPER) READ ABSTRACT |

ReferenceWare by SkillSoft Corporation

ReferenceWare – the fastest way to problem-solve and learn - provides full access to the unabridged contents of thousands of business and technology titles in a searchable, collaborative environment! 
(SOFTWARE PRODUCT)

THE DEFINITIVE GUIDE TO: Windows Application and Server Backup 2.0 CHAPTER 2 by AppAssure Software, Inc.

August 2009 - (Free Research)
This chapter shares stories about backups to highlight problems that you yourself may have encountered. For each, we'll look at some of the root causes for those problems, and suggest ways that a modernized “Backup 2.0” approach might help solve the problem. 
(WHITE PAPER) READ ABSTRACT |

Ten top problems network techs encounter by Fluke Networks

April 2011 - (Free Research)
This whitepaper discusses ten common problems encountered by technicians today and their symptoms, causes, and resolutions. 
(WHITE PAPER) READ ABSTRACT |

Working Smart in IT Operations: The Case for Consolidated Operations by Hewlett-Packard Company

October 2008 - (Free Research)
This paper explores the problems IT operations can encounter in coordinating the activities of application and infrastructure specialist teams, and it proposes an approach-- consolidated operations-- designed to get incidents to the right person with the right information fast so problems can be resolved quickly, with no duplication of effort. 
(WHITE PAPER) READ ABSTRACT |

Troubleshooting Cisco Switches by Global Knowledge

April 2013 - (Free Research)
When an outage or network incident takes place, it can often create an intense burden for the engineers called upon to assist. Having a solid strategy for how to approach incidents can give you the calm confidence to effectively resolve the problem even in the midst of the proverbial storm. 
(WHITE PAPER) READ ABSTRACT |

Discover, deliver and set the right customer experience expectations by Genesys

February 2013 - (Free Research)
This expert resource examines the ways businesses can make sure that their organizations are empowering agents with the right technology to resolve problems by providing the right information to the agent at the right time and proactively discovering and delivering on customer expectation. 
(EGUIDE) READ ABSTRACT |

Top Ten Problems Network Technicians Encounter by Fluke Networks.

February 2009 - (Free Research)
This white paper discusses ten common problems encountered by network technicians today and their symptoms, causes, and resolutions. 
(WHITE PAPER) READ ABSTRACT |

Ten top problems network techs encounter by Fluke Networks

October 2010 - (Free Research)
This white paper discusses ten common problems encountered by technicians today and their symptoms, causes, and resolutions. 
(WHITE PAPER) READ ABSTRACT |

Ten Top Problems Network Techs Encounter by Fluke Networks

July 2009 - (Free Research)
This whitepaper discusses ten common problems encountered by network technicians today and their symptoms, causes, and resolutions. 
(WHITE PAPER) READ ABSTRACT |

How to Accurately Detect and Correct Packet Loss by Silver Peak

December 2010 - (Free Research)
This paper explains how packet loss can be properly measured throughout an enterprise, and what can be done to mitigate its effects in real-time. 
(WHITE PAPER) READ ABSTRACT |

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