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..

CCNA Review: Understand What Types of Information Will be Required to Pass the CCNA Test by Global Knowledge Network, Inc. April 2005 - (Free Research) This document is part of the Global Knowledge Course Review Series, and the review contained will help you understand which types of information the CCNA certification exam covers.  (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 |

Contact Centers for Dummies by Avaya Inc. November 2008 - (Free Research) This guide provides a high-level approach to the different methodologies with lots of information not only on running contact centers, but also on implementing technology in contact centers in a profitable way.  (WHITE PAPER) READ ABSTRACT |

The Next-Generation Contact Center by Aspect October 2012 - (Free Research) Customers have more power than ever before in the buying process thanks to social media – experience can quickly be posted or tweeted, either boosting or slandering your brand reputation. Read this Forrester report to learn 6 features they recommend for future contact centers and a 4-step roadmap to better customer service.  (WHITE PAPER) READ ABSTRACT |

Roadmap for Implementing a Multi-Site IP Contact Center by Avaya Inc. May 2008 - (Free Research) Explore a three-part guide to identifying the potential presented by Internet Protocol (IP), building a business case for migration to IP and ultimately designing and implementing an IP infrastructure.  (WHITE PAPER) READ ABSTRACT |

Finally, a Simple Way to Deploy a Customer Contact Center by Contactual (Now 8x8, Inc.) February 2010 - (Free Research) The goal of customer interaction is to provide consistent and efficient service across all areas of customer contact channels. In this paper we examine two alternatives: building a contact center in-house versus using an online service such as Contactual OnDemand Contact Center to interact efficiently with customers.  (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 |

Contact Center for Dummies by Avaya July 2011 - (Free Research) With the emergence of worldwide competition in the contact center business, working from a defined methodology is becoming increasingly important. This guide provides an approach to the different methodologies you can use, with information not only on running contact centers, but also on implementing contact center technology in a profitable way.  (EBOOK) 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 |

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)

Seven Trends Driving Effectiveness in the Contact Center by Avaya April 2013 - (Free Research) Customers want to use social media, video, instant messaging and more to contact you - and they want to do it quickly. In this resource, check out seven key trends that are driving effectiveness in the contact center.  (WHITE PAPER) READ ABSTRACT |

Big Data in the Contact Center by Avaya May 2013 - (Free Research) Collecting contact center data is just the first step to serving your customers more effectively. Understanding qualitative data using the newest analytics technologies is also essential - learn how to turn your data into actionable intelligence in this helpful resource.  (WHITE PAPER) READ ABSTRACT |

Seven Contact Center Trends You Can't Ignore by Siemens Enterprise Communications January 2013 - (Free Research) For customer service contact centers, it's critical to stay on top of the latest in technology and practices in order to provide your customers with the experience they expect. Check our this easy to read resource to discover 7 trends in contact center strategy, so that you can prepare your organization for what's to come  (WHITE PAPER) READ ABSTRACT |

International Cruise & Excursions, Inc. by Aspect March 2008 - (Free Research) ICE contact center staff had been using Excel spreadsheets to schedule agents, which was an inefficient and difficult practice, Since the agents are the primary drivers of the company's sales.  (CASE STUDY) READ ABSTRACT |

Best practices for integrating your contact centre with salesforce.com by ComputerWeekly.com March 2013 - (Free Research) Analyst group, Nucleus Research explores how companies can use technologies such as Genesys Connect to deliver more value from their service cloud investment  (ANALYST REPORT) READ ABSTRACT |

How Mobile Devices are Driving Innovations in Contact Centers by Avaya October 2012 - (Free Research) Failing to adopt a customer service strategy for mobile devices could put your business at a serious disadvantage. Gartner research suggests that 80% of companies will suffer revenue loss from the lack of customer support on mobile devices by 2013. Read this paper to learn how to utilize the opportunities mobility offers customer service.  (WHITE PAPER) READ ABSTRACT |

Aberdeen Agent Desktop Optimization: Agents Can Finally Focus on the Customer whitepaper by SAP America, Inc. October 2012 - (Free Research) In the context of the contact center, being able to provide agents with insights needed to support and engage customers is critical to deliver a positive customer experience. And agent desktop optimization (ADO) initiatives help contact centers accomplish this objective by empowering agents. Continue on for insights.  (WHITE PAPER) READ ABSTRACT |

Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis by inContact May 2011 - (Free Research) Today, the majority of North American contact centers today are supported by premise-based contact center and telephony systems. But there's another money-saving option for contact centers: third-party owned and operated hosted services. Before you decide which model to use, there's another factor you should consider: Total cost of ownership (TCO).  (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 |

Using electronic contact details for marketing by Experian QAS December 2009 - (Free Research) What does an e-Marketer do when he or she gets to work? What tasks do they perform that are impacted upon by legislation and regulation? Let's take a look at a simplified view where we acquire, hold and use electronic contact information e.g. email addresses and see how legislation and regulation has an impact.  (WHITE PAPER) READ ABSTRACT |

5 Web Self-Service Pitfalls: What Every Contact Center Manager Must Know by eGain Communications Corp. February 2010 - (Free Research) This paper discusses and analyzes 5 myths frequently encountered in the context of self-service strategies and implementations, and offers proven industry best practices to counter them. This paper will be a valuable resource for you as you develop, implement, and refine your customer self-service strategy.  (WHITE PAPER) READ ABSTRACT |

Customer Experience Exchange E-Zine: Issue 3 by SearchCRM March 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)

Making WFM Work: Best Practices and ROI Model by Calabrio, Inc. January 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.  (WHITE PAPER) READ ABSTRACT |

Making WFM Work: Best Practices and ROI Model by Calabrio, Inc. June 2011 - (Free Research) There has been tremendous innovation in contact center 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.  (WHITE PAPER) READ ABSTRACT |

Use effective call centers to build customer loyalty by Infor CRM February 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.  (EGUIDE) READ ABSTRACT |

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