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Data quality best practices with real-time integration by IBM
February 08, 2012 - (Free Research)
This brief e-guide explores the notion that data quality issues are worse in real-time data integration applications versus batch-oriented techniques. In the form of two articles, this resource serves up options for real-time integration, touches on the concerns associated with it and outlines the proper steps required to address data quality.
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Customer Experience Exchange E-Zine Issue 2 by SearchCRM
January 31, 2012 - (Free Research)
This second issue of Customer Experience Exchange highlights the contact center. Often an overlooked facet of customer relationship management (CRM), the contact center is usually the first way a customer reaches out to a company and thus should always be considered in CRM strategies.
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Transforming the Customer Experience: How Four Contact Centers Did It Successfully by inContact
September 15, 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.
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Large-Scale Deployments with Servicemix 4 by FuseSource
March 31, 2009 - (Free Research)
Read this case study to learn how one growing Euopean retailer was able to migrate to an architecture that could support real-time delivery of shop data to the data center for processing and real-time communication of pricing events to its shops using open source integration software.
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Adapt your contact center for increased customer satisfaction by inContact
January 20, 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.
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Avaya Aura Contact Center Scripting Demystified by Global Knowledge
May 18, 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.
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Making WFM Work: Best Practices and ROI Model by Calabrio, Inc.
January 24, 2012 - (Free Research)
There has been tremendous innovation in contact center workforce management (WFM) over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.
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Use effective call centers to build customer loyalty by Infor CRM
February 08, 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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Transform insights into action IBM’s: Watson and the future of data by IBM
June 06, 2011 - (Free Research)
Traditional computing systems are built to analyze only structured data, or to run analytics in batch reporting jobs. Explore how Watson is an example of the new kind of workloads that businesses will apply to achieve their business goals.
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How the cloud is changing your service requirements by BMC Software, Inc.
October 25, 2011 - (Free Research)
This Executive Brief discusses IDC's perspective on how enterprise workload management requirements are changing and highlights the ways that workload automation solutions can address these emerging requirements.
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Call Center Workforce Management Software Best Practices by Infor WFM Workbrain
January 05, 2012 - (Free Research)
The market for workforce management (WFM) software in the contact center saw double-digit growth last year, but the technology still needs work, according to experts. In this e-guide you’ll explore the pros and cons of WFM.
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Sybase Customer Success: Barclays Capital by Sybase, Inc.
June 15, 2011 - (Free Research)
Through increased information visibility and data accuracy, Barclays Capital was able to mitigate exposure to operational and reputational risk. Read the entire case study now, compliments of Sybase.
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Mobile working in business - the facts. by ComputerWeekly.com
November 18, 2010 - (Free Research)
The tech chasm that has allegedly formed in the workforce created by a cross-generational 1divide – between those who grew-up with technology and those that didn’t – is vastly overstated.
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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.
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7 Best Practices for Speech Analytics by Autonomy, an HP company
(E-mail this company)
December 28, 2011 - (Free Research)
Your customers are also calling, chatting, tweeting and emailing your contact center agents, sharing valuable information during each interaction. Download this complimentary white paper to learn how you can easily gather and leverage data from all customer interactions to assess how your agents are performing and improve the customer experience.
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