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. 

This paper presumes that your enterprise already has a data network security policy in place. It examines the many different settings that are available to help secure the Cisco IP Phones from potential hacker attacks, and it looks at a selection of Cisco secure infrastructure technologies that are especially useful for protecting voice systems. 

This report from Oxford Economics and AT&T shows ICT investment and productivity growth are closely linked - and European countries are lagging behind other parts of the world in both areas. 

Meeting room technology problems are a genuine and largely ignored burden on large British organisations - a single IT manager is called upon to solve 447.2 incidents a year per company. 

As research suggests, investments in data integration and analytics that maximize the value of each customer are worthwhile and create potential for financial gain. To quantify the value of those investments, an illustrative $8 billion communications provider was modeled. Results from this effort are presented throughout this paper. 

This paper examines how your organization can benefit from the new version of SharePoint. Whether you are an end-user who wants faster queries and easier editing options; or an administrator who wants leverage when working with developers, an upgrade to the new version of SharePoint will definitely reap dividends. 

Juniper Research defines a mobile ticketing user as “someone who stores a ticket on their mobile phone for later redemption” at the point of travel, the music venue, the cinema etc. 

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. 

This paper explains various features (Softkeys) available to the phone while in a call state. 

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. 

Read this white paper to learn more about the future changes with contact centers and the best ways to prepare your organization for these changes. 

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. 

This video explains how you can combine interactive voice response (IVR) and ACD systems into one that tracks calls, call waits and offers "self-service" options for callers with a long wait. Watch this now to see a detailed overview of this all-in-one system that will save your organization money.