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Seven Trends Driving Effectiveness in the Contact Center by Avaya

April 30, 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 |

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

August 10, 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 |

New Contact Center Metrics to Fit Busy New Customers by Aspect

March 14, 2014 - (Free Research)
View this exclusive e-guide to learn more from Fluss and other CRM experts as they explore the right and wrong way to leverage mobility to reach busy customers, as well as how to implement new contact center metrics to measure the effectiveness of new channels -- including email, chat, and social media. 
(EGUIDE) READ ABSTRACT |

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

February 17, 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 |

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

June 30, 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 |

Adobe Solutions for eLearning: Transforming Customer Service in the Telecommunications Industry by Adobe Systems, Inc.

November 2008 - (Free Research)
Adobe eLearning solutions enable enterprises to deploy rapid, real-time training for CSRs while helping them correlate training effectiveness with business results. 
(WHITE PAPER) READ ABSTRACT |

How Cloud-Based Contact Centers Improve Customer Experience by Genesys

March 2013 - (Free Research)
In a recent survey, 60% of respondents said executives want to differentiate their organization based on customer experience management (CEM). In this technology adoption profile, explore current CEM trends -- including goals, strategies, and challenges -- as well as how to improve customer experience with the right contact center technologies 
(WHITE PAPER) READ ABSTRACT |

Boosting Customer Loyalty and Bottom Line Results - Putting Customer Experience First in Your Contact Centre by Genesys

May 2014 - (Free Research)
Customer experience management (CEM) is coming to the forefront as one of the best ways to differentiate your organization. This white paper explores key elements of the customer experience (CX) and how to achieve better CEM while improving operational effectiveness and driving down costs. 
(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. 
(BOOK) READ ABSTRACT |

Advanced Technologies Key to Next-Gen Contact Centers by LogMeIn, Inc.

March 2014 - (Free Research)
Access this helpful e-guide to learn how to improve customer experience by equipping contact center agents with the right tools and technologies. Discover why Forrester Research analyst Art Schoeller recommends an "outside-in approach" to acquiring new contact center technologies, and explore his key considerations for adopting new tools 
(EGUIDE) READ ABSTRACT |

Hosted Contact Center and On-Premises Centers Demystified by Genesys

March 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 |

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 |

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 |

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 |

Optimizing Your Return on Customer Attention with Oracle RTD by Oracle Corporation

February 2012 - (Free Research)
Read this white paper to learn how business intelligence (BI) can combine your explicitly-defined business rules and automatically-identified statistical information to deliver the best possible content to your customers for every single interaction. 
(WHITE PAPER) READ ABSTRACT |

Optimizing Your Return on Customer Attention with Oracle RTD by Oracle Corporation

April 2010 - (Free Research)
Read this white paper to learn how BI can combine your explicitly-defined business rules and automatically-identified statistical information to deliver the best possible content to your customers for every single interaction. 
(WHITE PAPER) READ ABSTRACT |

Leverage Cloud-Based Contact Center Technologies to Deliver Great Customer Experiences by Genesys

March 2013 - (Free Research)
In this white paper, explore the results of a survey from Forrester Research, Inc. to see how companies are dealing with contact center challenges and new technologies. 
(WHITE PAPER) READ ABSTRACT |

2014 Data Center Planning Guide by TechTarget

March 2014 - (Free Research)
Complete this brief systems management research questionnaire and – immediately upon completion – you'll gain access to the definitive 2014 Data Center Planning Guide, which focuses on cutting costs, leveraging virtualization to increase utilization, extending the life of existing systems and more. 
(RESOURCE)

CRM Buyer’s Guide – 2011 Edition by SearchCRM

June 2011 - (Free Research)
Welcome to SearchCRM.com’s Buyer’s Guide. This directory was designed to be a valuable resource for those getting started with research or evaluating vendors in the CRM market. 
(EBOOK)

Still Struggling to Reduce Call Center Costs without Losing Customers? by SAP AG

February 2008 - (Free Research)
Efficient call centers that also meet customer expectations is a challenge that many organizations face. Discover the key steps to turning your call center into a strategic asset. 
(WHITE PAPER) READ ABSTRACT |

eBook: Leveraging CRM to increase sales effectiveness in a challenging economy by Aplicor

April 2009 - (Free Research)
Sales departments are under increased pressure during these difficult times, as converting leads, moving sales along the pipeline and meeting sales quotas will be challenging this year. What's more, many companies will be raising quotas for their sales teams in 2009, according to recent research from the sales consultancy firm CSO Insights. 
(EBOOK) READ ABSTRACT |

CA White Paper: Evolving the Maturity Level of Your Project Management Office (PMO) by CA Technologies.

September 2007 - (Free Research)
In the pursuit of improving IT project delivery, many companies tend to focus primarily on the process but might overlook a crucial step: benchmarking effectiveness. 
(WHITE PAPER) READ ABSTRACT |

Cloud Computing and Application Performance Management: IT Effectiveness in Delivering Business Services by CA Technologies.

October 2010 - (Free Research)
This publication, enhanced by Gartner research, reveals how to take a proactive IT approach which ensures visibility and control during the adoption of virtualization and cloud environments. 
(NEWSLETTER) READ ABSTRACT |

KnowledgeNote: Like a Fine Wine, Leads Get Better Over Time by KnowledgeStorm, Inc (E-mail this company)

February 2007 - (Free Research)
Research from KnowledgeStorm shows that a high percentage of leads that begin their research on the Web ultimately result in an active project. The technology vendors that nurture these Early Stage leads are often in a better selling position than those vendors that later "pile on" to more advanced, but also more competitive, leads. 
(WHITE PAPER) READ ABSTRACT |

KnowledgeNote: What Research Tells Us About Lead Management and Follow-Up by KnowledgeStorm, Inc (E-mail this company)

May 2005 - (Free Research)
The best practitioners of online marketing are those who meld Internet marketing and technology tools with timely follow-up and tried-and-true, old fashioned human contact. This paper walks you through key strategies for implementing an effective lead follow-up and qualification process. 
(WHITE PAPER) READ ABSTRACT |

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