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Advanced Meter Infrastructure: Composite Technologies to Meet New Demands in Sales and Customer Service by SAP America, Inc..
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Customer Experience Exchange E-Zine: Issue 3 by SearchCRM

March 20, 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)

Avaya Aura Contact Center Database Integration Wizard: Part One, Sending Data by Global Knowledge

June 21, 2013 - (Free Research)
In Part One: Sending Data, of this two-part series on the Avaya Aura Contact Center Database Integration Wizard (DIW), you will see how to integrate the Avaya Aura Contact Center with a backend database management system in order to to capture call information and store it in a database for reporting purposes. 
(WHITE PAPER) READ ABSTRACT |

Avaya Aura Contact Center Database Integration Wizard: Part Two, Data Exchange by Global Knowledge

July 26, 2013 - (Free Research)
In Part 2, Data Exchange, of this series on the Avaya Aura Contact Center Database Integration Wizard you will see how to use the SEND REQUEST and GET RESPONSE operations so that customer information collected during the call to the contact center system can be exchanged with a backend database. 
(WHITE PAPER) READ ABSTRACT |

ICBC Builds Cutting-edge Contact Center as Part of their Customer-Centric Strategy by Genesys

December 31, 2012 - (Free Research)
This case study reveals how Canadian insurer ICBC built a flexible, cutting-edge contact center as a key part of its customer-centric strategy, enabling the company to improve routing flexibility, increase customer satisfaction, and more. 
(CASE STUDY) READ ABSTRACT |

3-2-1 Contact the Call Center by SearchCRM

January 31, 2013 - (Free Research)
Contact centers can't live in the past. This three-part handbook offers insight into how contact centers can modernize an agent's tools to meet the demands and needs of customers whose mobile and social empowerment has put companies in the virtual hot seat. 
(WHITE PAPER) READ ABSTRACT |

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. 
(EZINE)

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

May 12, 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)

Hosted Contact Center and On-Premises Centers Demystified by Genesys

March 24, 2014 - (Free Research)
Choosing between an on-premises or a hosted contact center isn't easy, and unfortunately, this decision is further complicated by misconceptions about the differences between the two and what "hosted" and "on-premises" mean. This expert e-guide aims to clarify those definitions and set straight the misconceptions. 
(EGUIDE) READ ABSTRACT |

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

March 13, 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 |

3-2-1 Contact: The Call Center in a Multichannel World by SearchCRM

April 18, 2014 - (Free Research)
Learn how mobile apps are changing how agents interact with customers -- and how some companies are integrating mobile CRM with the contact center. 
(EBOOK) READ ABSTRACT |

Addressing Common Contact Center and Enterprise Business Issues with Speech Analytics by Verint Systems

April 2008 - (Free Research)
As a solution to contact center issues, this paper suggests Speech analytics, which gives organizations the ability tap into existing recorded customer interactions to gain actionable intelligence for improving business performance. 
(WHITE PAPER) READ ABSTRACT |

iPad in Business: iOS Deployment by Apple Inc. (E-mail this company)

April 2013 - (Free Research)
In this two-part online seminar, you'll learn about deploying iPhone and iPad in business environments. Learn different approaches to deployment, configuration and management options, device management solutions and app deployment. 
(WEBCAST) READ ABSTRACT |

Simplifying Contact Center Technology by Oracle Corporation

August 2008 - (Free Research)
Computer telephony integration (CTI) enabled contact centers realize immense cost savings, increased reliability and improved performance. Learn how an on-demand solution can simplify your organization’s contact center technology. 
(WHITE PAPER) READ ABSTRACT |

Contact Center Security in the Cloud: Questions to Ask & Answers to Expect by LiveOps

October 2011 - (Free Research)
Read this white paper to learn what should be addressed when moving your contact center to the cloud including important security risks. 
(WHITE PAPER) READ ABSTRACT |

Beyond VoIP: Enterprise Perspectives on Migrating to Multi-modal Communications and Wireless Mobility by Avaya Inc.

July 2008 - (Free Research)
As per this report the industry providers are already delivering the new piece parts for such convergence, although new standards are still evolving to enable maximum interoperability across converged telecommunication infrastructures. 
(WHITE PAPER) READ ABSTRACT |

Multi-Channel Contact Center Metrics for Analyzing Customer Satisfaction by Five9

March 2014 - (Free Research)
This exclusive e-guide discusses the contact center metrics necessary to measure customer experience across multiple channels, including: chat, communities, email, social media, text messaging, and more.  Also, get an in-depth look at social media channels and how to avoid the top five pitfalls of social media in the contact center. 
(EGUIDE) READ ABSTRACT |

Cost-Saving Tips for Contact Centers by Five9

May 2013 - (Free Research)
For service organizations looking to cut costs, the contact center is the go-to department, seeing as it often has high staffing counts within the company. Check out this expert e-guide to learn how you can effectively identify opportunities and decrease spending in your contact center, without sacrificing customer experience. 
(EGUIDE) READ ABSTRACT |

Quest MessageStats™ by Dell Software

Quest MessageStats empowers executive management, Information Technology (IT) managers, and Exchange administrators to perform business-critical analysis and reporting on Exchange e-mail infrastructures. 
(ASP & SOFTWARE PRODUCT)

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 |

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 |

Speech Analytics - The Power of Simplicity by Calabrio, Inc.

June 2011 - (Free Research)
This overview examines the power of Speech Analytics technology to extend resources and expand knowledge. 
(WHITE PAPER) READ ABSTRACT |

Forging a CEM Strategy by SearchCRM

August 2013 - (Free Research)
Shoppers are looking for more personalized, responsive, relevant experiences, and in order to provide that, your business needs an effective customer experience management (CEM) strategy. Learn how when you access this expert three-part e-guide and discover six top concepts that make up a successful CEM strategy. 
(EGUIDE) READ ABSTRACT |

Business Case for Integrated Unified Communications and Contact Center Solution by ShoreTel

June 2010 - (Free Research)
In this whitepaper, discover how using unified communications (UC) in your contact center can help you increase effective communications between employees and clients, which will improve your customer satisfaction, retention, and loyalty rates. 
(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 |

Case Study: Unified Communications and Indiana University Medical Group by CDW Corporation

September 2009 - (Free Research)
When outdated equipment and disparate systems were hampering in-house communications, customer service, and workflow, Indiana University Medical Group turned to CDW for a three-part Cisco solution. This case study gives details on the benefits they gained. 
(CASE STUDY) READ ABSTRACT |

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