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The Path to EPM Success by Oracle Corporation

June 02, 2008 - (Free Research)
This white paper introduces the concept of using an EPM Center of Excellence to help organizations realize the full potential of an enterprise performance management initiative and recommends best practices for creating a center that will succeed in the long term. 
(WHITE PAPER) READ ABSTRACT |

Managing and Optimizing the Call Center by Aspect

September 24, 2013 - (Free Research)
In this e-guide from the experts at SearchCRM.com, learn how your organization can optimize its call center and drive customer service success with the use of workforce management (WFM) software, real-time speech analytics software, guidance applications, predictive analytics, and other tools. 
(EGUIDE) READ ABSTRACT |

The Path To EPM Success by Oracle Corporation

October 01, 2008 - (Free Research)
This white paper introduces the concept of using an EPM Center of Excellence to help organizations realize the full potential of an enterprise performance management initiative and recommends best practices for creating a center that will succeed in the long term. 
(WHITE PAPER) READ ABSTRACT |

The Third Stakeholder: The End-User's Impact on CRM ROI by Knoa Software

September 2008 - (Free Research)
CRM solutions, like Siebel, automate complex business processes where high levels of application performance are crucial. Read this whitepaper to learn best practices in Siebel CRM Performance Management. 
(WHITE PAPER) READ ABSTRACT |

Supporting a Multichannel Contact Center by Verint Systems

February 2013 - (Free Research)
Consult this expert e-guide to uncover how you can provide customer support across multiple communication channels. Assisting customers efficiently is imperative to the reputation of your business. This e-guide covers best practices for managing multiple channels, so you can prepare for communication from every angle. 
(EGUIDE) READ ABSTRACT |

Enterprise Performance Management: Connecting The Dots by Oracle Corporation UK Ltd

October 2007 - (Free Research)
This white paper demonstrates how an enterprise performance management (EPM) system connects people and processes, metrics, businesses, and systems. It introduces important criteria for successful design and implementation while also exploring the far-reaching benefits of EPM: improved decision-making and greater competitive advantage. 
(WHITE PAPER) READ ABSTRACT |

Five Steps to Ensuring a Successful VoIP Migration by inContact

September 2010 - (Free Research)
This paper presents five key steps that will ensure a successful migration from legacy voice technology to VoIP in a contact center or enterprise environment. Continue reading to learn more about these five steps and learn how they can help you. 
(WHITE PAPER) READ ABSTRACT |

The Mixed Blessings of Contact Center Automation by SearchCRM

May 2014 - (Free Research)
Contact center technologies ease customer frustration with call center inefficiency, but they don't replace the human touch. 
(EBOOK) READ ABSTRACT |

Discover, deliver and set the right customer experience expectations by Genesys

February 2013 - (Free Research)
This expert resource examines the ways businesses can make sure that their organizations are empowering agents with the right technology to resolve problems by providing the right information to the agent at the right time and proactively discovering and delivering on customer expectation. 
(EGUIDE) READ ABSTRACT |

First Contact Resolution by Pegasystems

May 2011 - (Free Research)
Contact centers have perfected the art of tracking customer inquiries, but first contact resolution is still alluding them.  The key to solving the problem-- not just answering, but resolving the issue. 
(EBOOK) READ ABSTRACT |

Top 5 Ways to Make IVR Work for You and Your Customers by inContact

September 2010 - (Free Research)
This paper will help you find this crucial balance between financial efficiency and customer experience with 5 IVR best practices to help you ensure satisfaction all around. These methods have been developed by call center experts with years of experience in the call center space. Read on to learn about the top 5 ways to make IVR work for you. 
(WHITE PAPER) READ ABSTRACT |

CW+: Quocirca report: Enterprise performance management cycle 2 by ComputerWeekly.com

August 2010 - (Free Research)
In February 2009, Quocirca interviewed 800 individuals across 8 geographies for their views on, and usage of, enterprise performance management (EPM) tools and processes. 
(WHITE PAPER) READ ABSTRACT |

Offshoring ETL Development in EPM Projects by Hexaware Technologies

April 2008 - (Free Research)
Learn why ETL development projects place a particular emphasis on quick turnaround, optimal performance and iterative development. Explore how you can execute EPM projects smoothly and with utmost efficiency, coordination and cost effectiveness. 
(WHITE PAPER) READ ABSTRACT |

Business Intelligence Enterprise Edition Technical Overview by Oracle Corporation

June 2010 - (Free Research)
This paper offers in-depth insights into Oracle business intelligence systems, including 11g design, BI server, analysis and reporting, BI interactive dashboard, scorecard and strategy management, and much more. 
(WHITE PAPER) READ ABSTRACT |

What If Any Agent Could Take Any Call? by KANA (E-mail this company)

June 2012 - (Free Research)
Good customer service involves leveraging policies, people, and technology to answer customer questions and solve problems with accuracy, speed, and consistency. Check out this paper for tips on how to relieve customer service pain points and get your agents able to answer calls with ease, and keep customers coming back time and time again. 
(WHITE PAPER) READ ABSTRACT |

Close the Omni-channel Customer Experience Gap by IBM

August 2013 - (Free Research)
If your customers cannot move smoothly across all channels, their experiences will suffer. Access this guide to learn how you can close the omni-channel customer experience gap and bring online visibility to your contact center. 
(WHITE PAPER) READ ABSTRACT |

Podcast - Eight Rules for Creating Great White Papers by KnowledgeStorm, Inc (E-mail this company)

March 2006 - (Free Research)
White papers are one of the most misunderstood, miswritten and misused marketing tools available. While many companies think they need a white paper, few manage to write, design or use them to their full potential. This podcast outlines eight key steps to take when writing a white paper and what you should do once the paper is written. 
(PODCAST) READ ABSTRACT |

The Fine Art of Lead Management and Follow-Up: What Research Shows About Lead Qualification and Nurturing by KnowledgeStorm, Inc (E-mail this company)

May 2006 - (Free Research)
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. 
(WHITE PAPER) READ ABSTRACT |

Eight Rules for Creating Great White Papers by KnowledgeStorm, Inc (E-mail this company)

May 2005 - (Free Research)
White papers are one of the most misunderstood, miswritten and misused marketing tools available. While many companies think they need a white paper, few manage to write, design or use them to their full potential. This paper outlines eight key steps to take when writing a white paper and what you should do once the paper is written. 
(WHITE PAPER) READ ABSTRACT |

Sales 2.0: Tap Into Social Media to Drive Enterprise Sales Results by InsideView

August 2009 - (Free Research)
Read this paper to learn how Sales 2.0 technology helps sales identify the right opportunities at the right time and determine the right people to contact. Also learn how this unique approach enables sales and marketing collaboration to drive productivity and close more deals in this increasingly connected world. 
(WHITE PAPER) READ ABSTRACT |

Helping Enterprises Succeed: Responsible Corporate Strategy and Intelligent Business Insights by SAP America, Inc.

September 2010 - (Free Research)
This Executive Insights paper describes how the combination of EPM and GRC solutions is now more critical than ever for business success. This document also discusses how EPM and GRC must be linked to business intelligence tools and supported by comprehensive services to ensure that the data generated is used appropriately. 
(WHITE PAPER) READ ABSTRACT |

Journal of Management Excellence: Creating Value by Oracle Corporation

February 2009 - (Free Research)
This journal covers how to connect enterprise performance management processes to drive your business value along with several other commentaries and a case study that comes from The Netherlands. It will also explore business intelligence and the need for profitability management. 
(JOURNAL ARTICLE) READ ABSTRACT |

The Business Case for Desktop Integration: A practical solution with rapid ROI by Cicero Inc.

June 2009 - (Free Research)
This paper describes the relationship between desktop integration and customer experience, the business benefits of building a logically integrated structure, and the best architecture for achieving the maximum benefits. It examines two successful implementations where desktop application integration has produced measurable results. 
(WHITE PAPER) READ ABSTRACT |

CBS E-Book: Run Your Business Better With Oracle's EPM Solutions by Oracle Corporation

April 2011 - (Free Research)
View this interactive E-Book to learn how Oracle's Enterprise Performance Management (EPM) and Governance, Risk and Compliance (GRC) systems provide your business with an unprecedented solution that is complete, open and integrated. 
(EBOOK) READ ABSTRACT |

Social Customer Service: The Pivotal Driver of the Social Enterprise by LiveOps

July 2012 - (Free Research)
Read this paper to see how you can maximize your customer relationship management efforts through social customer service and foster brand loyalty, higher customer lifetime value, enhanced customer experience, and higher revenues. 
(WHITE PAPER) READ ABSTRACT |

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