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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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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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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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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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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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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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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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Pros & Cons of Scale-out and Scale-up NAS by Red Hat
January 31, 2012 - (Free Research)
This E-Guide is here to help walk you through the decision-making process and determine which NAS solution is right for you. In this guide you'll learn the pros and cons of scale-out and scale-up NAS options, discover six industries that should always use scale-out systems and more.
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Cloud Computing for the Call Center: The Next Revolution by inContact
May 04, 2010 - (Free Research)
The right cloud computing solution makes it possible for call centers to eliminate barriers created by obsolete premise-based solutions, achieve customer service excellence and continue business success. Find out how inContact is helping hundreds of call centers greatly reduce costs while simultaneously increasing customer satisfaction levels.
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Presentation Transcript: Storage Virtualization Technology Pros and Cons by Dell Compellent
October 12, 2011 - (Free Research)
In this SearchStorage.com podcast transcript, Marc Staimer discusses the ins and outs of storage virtualization technology. Find out the pros and cons of storage virtualization, when to rule out storage virtualization in your environment, and how to decide between file-based or block-based storage virtualization in your data center.
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Storage Virtualization Technology Pros and Cons by Dell Compellent
September 23, 2011 - (Free Research)
In this podcast, Marc Staimer, president of Dragon Slayer Consulting, discusses storage virtualization technology. Find out the pros and cons of storage virtualization, when to rule out storage virtualization in your environment, and how to decide whether file-based or block-based storage virtualization makes sense in your shop.
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