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Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service by SAP America, Inc..
Discover what benefits advanced meter infrastructure (AMI) brings and why, and learn how the SAP NetWeaver platform and enterprise service-oriented architecture can support more...
>> Discover more offerings from SAP America, Inc..

Interoperating with Cisco Systems: Hands-On Look at Configuring D-Link and Cisco for Seamless Savings by D-Link

July 02, 2010 - (Free Research)
The best network design invariably is multi-vendor. That is even more true in an era of constrained budgets where sticking with your existing vendor brings with it not only a price premium, but also the continuation of proprietary approaches. Read this whitepaper to learn more about D-Link's interoperability benefits with Cisco systems. 
(WHITE PAPER) READ ABSTRACT |

Swisscomm Uses HP Security to Provide Superior and Secure Client Services by Hewlett-Packard Limited

August 02, 2013 - (Free Research)
Providing superior – and secure – services to clients is Swisscom's greatest goal. This quick video reveals how they have achieved the security needed, and who provides it. View now to learn more! 
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Improving Network Visibility with Advanced Packet Filtering by Ixia

August 31, 2013 - (Free Research)
In this white paper, explore a network monitoring switch tool that allows for advanced filtering to gain visibility into today's increasingly complex IT environment. 
(WHITE PAPER) READ ABSTRACT |

Avaya Users Deploy Best-in-Class Practices to Improve Contact Center Performance by Avaya

November 11, 2013 - (Free Research)
This exclusive paper examines how your organization can position itself to meet changing buyer needs by establishing best-in-class contact center programs. Read on and also discover 14 best practices that can ensure successful customer interactions. 
(WHITE PAPER) READ ABSTRACT |

Three Best Practices for Today's Profitable Contact Centers: Three Best Practices for Contributing to the Bottom Line by Avaya Inc.

July 2008 - (Free Research)
This white paper provides the three best practices for today's profitable contact centers. 
(WHITE PAPER) READ ABSTRACT |

E-Book: The Executive’s Guide to Contact Center Technology Planning by inContact

May 2010 - (Free Research)
In this e-book learn about emerging contact center technology trends and newer options like self-service technology, analytics and Web 2.0. Find out about 10 must-have technologies for the contemporary contact center. Learn how to select the best technology to meet your needs, and read expert advice for setting up contact center technology. 
(EBOOK)

Eight Essential Steps: Moving the Contact Center Beyond Operational Efficiency to Business Effectiveness by Aspect

August 2010 - (Free Research)
This paper explains how to move the contact center beyond operational efficiency to business effectiveness and provides best practices employed by businesses that already operate their contact centers as profit centers and touching on the technology that makes it possible. Read on to learn how to transform your contact center into a profit center. 
(WHITE PAPER) READ ABSTRACT |

Benchmarking in the contact center: Tips for managing what you measure by Avaya

December 2010 - (Free Research)
Benchmarking projects are a great way for contact center organizations to improve their operations in order to reconcile competing demands from customers and the business. Read this white paper to learn best practices for executing a successful contact center benchmarking project. 
(WHITE PAPER) READ ABSTRACT |

A more social contact center by Salesforce.com

March 2012 - (Free Research)
In this expert e-guide, you will discover ways that contact centers are using social media channels to manage customer contact volume and the 10 steps to creating a call center social media strategy. 
(EGUIDE) READ ABSTRACT |

Consolidation 2.0: Consolidation Trends in Contact Center Technologies and Operations by CosmoCom, Inc.

January 2008 - (Free Research)
This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment. 
(WHITE PAPER) READ ABSTRACT |

Benefits of Cloud-Based Communications by Interactive Intelligence, Inc.

April 2012 - (Free Research)
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. 
(PRESENTATION TRANSCRIPT) READ ABSTRACT |

Six Best Practices for Agent Knowledge Management by KANA (E-mail this company)

June 2012 - (Free Research)
Knowledge management can be a useful tool for improving the quality and efficiency of your contact center operations. This paper outlines a series of best practices to help you achieve maximum results from knowledge management within the contact center that will ultimately lead to better customer service, and higher revenues. 
(WHITE PAPER) READ ABSTRACT |

Best Practices for a contact center technology overhaul by Contactual (Now 8x8, Inc.)

June 2011 - (Free Research)
Tap into the expert advice in this eBook to choose technology that will help you leverage multiple contact channels, effectively monitor agent interaction and deliver an excellent customer experience. 
(EBOOK) READ ABSTRACT |

Contact Center Consolidation by CosmoCom, Inc.

March 2008 - (Free Research)
Improving access to contact center resources is more challenging when agents are distributed across multiple locations. View this webcast for insight into Contact Center Consolidation. 
(BOOK) READ ABSTRACT |

A contact center manager's guide to integrating self-service by inContact

May 2011 - (Free Research)
Do you feel pressured to provide great service while keeping costs down in your contact center? Self-service technology enables customers to resolve their own service questions without depleting agent resources. But deploying self-service technology raises many questions. Learn best practices and tap into expert advice with this eBook. 
(EBOOK) READ ABSTRACT |

New Contact Center Megatrends and How to Ride them: The Contact Center Executive’s Guide to Career Success in Turbulent Times by eGain Communications Corp.

February 2010 - (Free Research)
Megatrends are not fads; they won’t go away after a while. The trick is to embrace change and stay ahead of these trends instead of getting swept away. This paper discusses what the seven megatrends of transforming contact centers today. Read on to learn more about these trends and learn some proven ways of how to benefit from them. 
(WHITE PAPER) READ ABSTRACT |

Keeping Pace with the Consumer: What you Need to Deliver a Next-Generation Customer Experience by Aspect

August 2010 - (Free Research)
This paper outlines key capabilities and top-line technical requirements to consider as you engage with IT to determine the best path forward to meet your customers’ demands. Continue reading to learn tips and techniques to keep pace with the consumer and deliver a next-generations customer experience. 
(WHITE PAPER) READ ABSTRACT |

Deploying a Contact Center in the Cloud: A Guide to Best Practices by Genesys

July 2012 - (Free Research)
Modern organizations are often turning to cloud-based contact center models in order to engage with customers via more channels and access a wide range of features in a cost-effective manner. In this white paper from Ovum research, discover 10 best practices for deploying and managing a cloud-based contact center. 
(WHITE PAPER) READ ABSTRACT |

A contact center manager's guide to integrating self-service by KANA (E-mail this company)

August 2012 - (Free Research)
Leveraging self-service technologies in your contact center can significantly reduce costs, but successful implementation is tricky. Gain expert advice on how to ensure your self-service contact center initiative is a success. Read on to learn self-service contact center best practices, how to obtain executive support, and more. 
(EBOOK) READ ABSTRACT |

7 Habits of Highly Effective Contact Centers and Help Desks by eGain Communications Corp.

February 2010 - (Free Research)
In this paper, we discuss seven traits of successful contact centers and help desks, backed by stories and tips from our customers - some of the world’s most innovative customer service and support organizations. Read on to learn more about the seven habits that could set your contact center or help desk on the path to success and growth. 
(WHITE PAPER) READ ABSTRACT |

Customer Care in a Social World: Are We There Yet? by Oracle Corporation

March 2012 - (Free Research)
This paper explores and explains why the contact center is a key strategic focal point for customer engagement via social channels. 
(WHITE PAPER) READ ABSTRACT |

The Blueprint to Contact Center Modernization- Replacing Your ACD by Genesys

November 2013 - (Free Research)
Your contact center is looking to improve agent productivity, increase efficiency, and provide stellar customer experiences -- but are your legacy technologies hampering your goals? If you still rely on Automatic Call Distribution (ACD), this could be the case. 
(WHITE PAPER) READ ABSTRACT |

5 Ways to Optimize Your Workforce by Aspect

December 2012 - (Free Research)
You need to provide a flexible, efficient and consistent customer experience, but with the myriad of communication channels available today, legacy service strategies are inadequate. Read on to learn how unified communications and workforce optimization can provide the visibility and control needed to deliver exceptional customer service. 
(WHITE PAPER) READ ABSTRACT |

Contact Center: Mobile Apps and KPI to Boost Customer Satisfaction by Five9

March 2014 - (Free Research)
In this expert e-guide, explore the emergence of mobile contact center apps for creating a better customer experience.   You'll also discover best practices for cutting through copious contact center data with key performance indicators (KPI). 
(EGUIDE) READ ABSTRACT |

Contact Center's Strategic Role Within Broader CEM Initiatives by Five9

March 2014 - (Free Research)
This expert e-guide provides best practices for connecting the contact center and IT departments for stronger collaboration and overall CEM success.  Learn more about the strategic role the contact center can play in overall CEM initiatives by reading now. 
(EGUIDE) READ ABSTRACT |

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