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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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Implementing Metadata-Driven ETL Using Semantic Types by Expressor Software

October 10, 2011 - (Free Research)
Read this white paper to learn how you can overcome many data integration challenges. 
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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. 
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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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5 Web Self-Service Pitfalls: What Every Contact Center Manager Must Know by eGain Communications Corp.

February 2010 - (Free Research)
This paper discusses and analyzes 5 myths frequently encountered in the context of self-service strategies and implementations, and offers proven industry best practices to counter them. This paper will be a valuable resource for you as you develop, implement, and refine your customer self-service strategy. 
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Network Foundation - Cisco 1700 Series by Cisco Systems

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Innovation from the Ground Up: The Next Generation of Enterprise Business Solutions by Workday

July 2008 - (Free Research)
This paper describes three step approach taken to create the next generation of enterprise business solutions "from the ground up". 
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IBM and SAP: Innovate. Collaborate. Grow. by IBM Line of Business

February 2008 - (Free Research)
This brochure will show you how IBM and SAP can help you utilize your resources in new and better ways and realize higher efficiencies to increase the business value of your investment. 
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Quest MessageStats™ by Dell Software

Quest MessageStats empowers executive management, Information Technology (IT) managers, and Exchange administrators to perform business-critical analysis and reporting on Exchange e-mail infrastructures. 
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How Automated Solutions Can Help with Efforts Toward Sarbanes-Oxley Compliance by Varonis

September 2008 - (Free Research)
This document provides a brief overview of the Sarbanes-Oxley Act, (Sections 302 and 404), the impact of SOX on IT Departments, and the Varonis Data Governance solution for critical portions of the Sarbanes-Oxley Act of 2002. 
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The Banking Industry Architecture Network and TOGAF by ComputerWeekly.com

February 2012 - (Free Research)
This paper from the Open Group reveals how banks can benefit from combining complementary industry frameworks on enterprise architecture. 
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WebFOCUS Operational Enterprise Business Intelligence by Information Builders Inc. (E-mail this company)

WebFOCUS is a comprehensive and fully integrated enterprise business intelligence platform. It sets the standard for enterprise business intelligence by scaling to support every level of the global organization – executive, analytical, & operational – and make data available, accessible, and meaningful to every person or application that needs it. 
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jQuery on Rails (The Real Ones) by The Ajax Experience

January 2009 - (Free Research)
The talk examines how to develop and enterprise solution for leveraging a diverse server-side framework portfolio and deliver a consistent experience to end users. 
(PODCAST) READ ABSTRACT |

Measuring Community Health with Indicee Analytics by Indicee

March 2014 - (Free Research)
The e-book provides examples of what to measure to ensure healthy, engaged communities, and how to measure it using analytics. Also included is a re-cap of the location for the full framework. 
(EBOOK) 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. 
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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. 
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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. 
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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 |

Loss from Legacy Call Center Infrastructure by Genesys

September 2013 - (Free Research)
Is your legacy call center infrastructure limiting your organization's ability to increase efficiencies, reduce costs, and raise productivity? What's the true cost of a legacy call center? Answer these questions now by consulting this exclusive infographic. 
(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. 
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The Next Generation of CRM -- Engaging with the Empowered Customer in Turbulent Times by SAP America, Inc.

April 2009 - (Free Research)
This IT Briefing will address the future state and shape of CRM, the transformational trends that are impacting companies, the CRM framework for success and competitive differentiation, and SAP's holistic approach in this CRM framework. 
(IT BRIEFING) READ ABSTRACT |

Cloud Cover for the Call Center: Meeting Demands Intelligently and Efficiently by Oracle Corporation

March 2012 - (Free Research)
This paper covers many of the complications and complexities of managing a call center. It explores the various solutions available and offers pros and cons to each of the options. It shows the positive financial impact picking the right choice can have. 
(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. 
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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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Debunking Security Concerns with Hosted Call Centers by inContact

January 2011 - (Free Research)
This paper discusses the different layers requiring security, how security should be addressed in each layer, and how to select a qualified hosted call center provider. Read this white paper to learn more. 
(WHITE PAPER) READ ABSTRACT |

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

September 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 |

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