Cases Call Center White Papers, Cases Call Center Software, Cases Call Center Research, Hardware and Services

How to Dramatically Speed Accounting and Business Processes by Exact Software

March 20, 2012 - (Free Research)

This case study examines a food services company that needed to find a more efficient way to keep track of and manage food and laundry inventories, address customer concerns in the call center, automate processes, and manage tax calculation processes. Continue reading to discover the software they used to effectively meet their business needs.

(CASE STUDY)

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Customer Experience Exchange E-Zine: Issue 3 by SearchCRM

March 20, 2012 - (Free Research)

In this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%.

(EZINE)

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Case Study: la Caixa - Bank takes customer and employee support to the next level by Hewlett-Packard Limited

January 05, 2012 - (Free Research)

With HP's contact centre and customer services, la Caixa was able to expand and continue to provide excellent service to their customers. Read this case study now to learn more about HP's call centre and contact centre offerings.

(CASE STUDY)

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A Total Cost of Ownership Analysis of SAP's Business Communications Management Solution by SAP America, Inc.

March 27, 2012 - (Free Research)

Read this paper to learn why an all-Internet Protocol (IP)-based contact center solution such as the SAP Business Communication Management (BCM) is attractive to administrators seeking to lower call costs, reduce hardware needs, and improve the operational performance of multiple centers and communication channels.

(WHITE PAPER)

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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)

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Network Foundation - Cisco 1700 Series by Cisco Systems

Cisco 1700 Series modular routers are ideal for enterprise small branch offices and small and medium-sized businesses that need secure access to business applications, network resources, and Internet services. The Cisco 1700 Series delivers fast, reliable and secure Internet/network access through a wide-range of high-speed WAN access technologies.

(HARDWARE PRODUCT)

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.

(HARDWARE PRODUCT)

Speech, Performance, Desktop and Text Analytics The Case for Unified Analytics in the Contact Center by Enkata Technologies

February 2011 - (Free Research)

This paper discusses the strengths and weaknesses of a variety of analytic applications, how they can help your business, and why and how you should integrate these platforms for optimum performance.

(WHITE PAPER)

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Storage Magazine October 2011 by SearchStorage.com

October 2011 - (Free Research)

In the October 2011 cover story of Storage magazine, Phil Goodwin provides a status update on solid-state storage technology. Learn about the various use cases for solid-state storage and find out the different forms of solid-state technology on the market today.

(EZINE)

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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.

(WHITE PAPER)

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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.

(EBOOK)

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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.

(WHITE PAPER)

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STOP LOOKING! THE FCR SILVER BULLET IS ALREADY HERE by Enkata Technologies

April 2012 - (Free Research)

This paper discusses first contact resolution and the offerings for measuring success with FCR.

(WHITE PAPER)

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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)

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The Business Case: Information for Project Portfolio Decision Makers by Global Knowledge

May 2010 - (Free Research)

Increasing numbers of enterprises are incorporating project portfolio management in their strategic planning. And just as individuals use financial reports and analyses to consider various investment options, the enterprise uses an analysis called the Business Case to evaluate various project proposals for inclusion in the project portfolio.

(WHITE PAPER)

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Avaya Aura Contact Center Scripting Demystified by Global Knowledge

May 2011 - (Free Research)

Why is scripting so daunting to many IT pros? It's not an impossible skill to master - most people can master a simple system if they have the opportunity to practice. This white paper introduces an identifiable pattern that virtually all Contact Centers follow and associates key elements of that pattern with the corresponding scripting code.

(WHITE PAPER)

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Adapt your contact center for increased customer satisfaction by inContact

January 2012 - (Free Research)

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.

(VIDEO)

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The Five Fundamentals for a Successful FCR Program by Enkata Technologies

April 2012 - (Free Research)

This paper outlines the five fundamentals for a successful FCR program.

(WHITE PAPER)

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Best Practices in the Call Center: A Customer Touch-Point Methodology, Free Oracle Corporation Best Practices 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)

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Building the Contact Center of the Future by inContact

May 2012 - (Free Research)

This comprehensive white paper discusses the future of contact centers. From tools to strategy this paper covers all you need to know about ensuring that your customer service stays up to date.

(WHITE PAPER)

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Best Practices for Transforming to a Multi-Channel Contact Center by inContact

January 2012 - (Free Research)

Read this white paper to get a framework, plan and recommended best practices for transforming your siloed contact centers into a multi-channel servicing environment.

(WHITE PAPER)

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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.

(WHITE PAPER)

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Case Study: Medisync Takes Care of Health Providers with EqualLogic Storage by Dell, Inc.

May 2011 - (Free Research)

MediSync's outdated storage infrastructure couldn't handle a new and robust medical application they installed. So they turned to Dell's EqualLogic iSCSI storage array to get the job done. Read this case study for the details.

(CASE STUDY)

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Computer Weekly – 20 March 2012: The open data revolution by ComputerWeekly.com

March 2012 - (Free Research)

In this week’s Computer Weekly, Cabinet Office minister Francis Maude talks about releasing government datasets to the public and why open data will drive the next industrial revolution. We also review the latest test version of Windows 8 and see how it shapes up for tablet computers and business users and much more.

(EZINE)

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Wireless - Aironet 350 Series by Cisco Systems

The Cisco Aironet 350 Series of wireless LAN (WLAN) products leads the industry in performance, security, and reliability with cost effective solutions for the enterprise and small and medium-sized businesses. The Cisco Aironet 350 Series access point provides an ideal solution for customers who desire a non-upgradable IEEE 802.11b solution.

(HARDWARE PRODUCT)

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