The Internet has changed the dynamics of technology sales and marketing. While most marketing efforts emphasize generating leads, and most sales efforts are focused on closing sales, not enough consideration is given to the little-understood but vital middle ground of lead qualification. Learn more about industry best practices. 

The business analyst is the central point of contact between executives, operations and IT. Access this resource for an in-depth overview of the business analyst position and how it relates to IT. 

This white paper presents the results of a total cost of ownership (TCO) analysis comparing premise-based and hosted contact center platforms. 

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. 

Contact Zone is open-source extract, transform and load (ETL), and data quality software. Easily build and manage data transformations to cleanse, update, standardize and enrich contact information, helping reduce costs, improve communications and easily integrate enterprise data. 

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. 

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

Databases hold a wealth of important information but without proper upkeep it is worthless. Read this white paper to learn how easy it is to prevent huge database errors with data cleansing processes. 

This brief but informative video demonstrates how Melissa Data's Contact Zone software can help you cleanse and validate data for better data quality and output. 

This presentation transcript explores the options of moving your contact center applications and Unified Communications strategies to the cloud. Uncover the benefits and opportunities of cloud-based solutions and potential pain points, and get help deciding if the cloud is a good option for your organization. 

In this webcast, William McKnight reveals how contact data quality can impact your business and shares practical insights for measuring, improving, and maintaining enterprise-wide data quality efforts. 

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.