One of the biggest dangers in establishing best practices for your contact center is to do so in isolation from your self-service stakeholders. Instead, all customer "touch-points" must be viewed as part of a continuum. Customer touch points include Web Self-Service, Interactive Voice Response, Contact Center Agents, and Face-to-Face transactions. 

Contact Zone is open-source extract, transform and load (ETL), and data quality software. Easily build and manage data transformations to cleanse, update, standardize and enrich contact information, helping reduce costs, improve communications and easily integrate enterprise data. 

<p>Replacing your ERP software is no small task -- you're essentially ripping out the core of your business and implementing a brand new one. Read this white paper to learn the five most common distributor pitfalls when making ERP software selection choices and how to make sure you avoid them.</p> 

<p>Read this Aberdeen Insight analyst report to learn how a good enterprise resource planning (ERP) strategy can make your software selection process a breeze. Find survey results on how companies approached their selection process and how ERP impacts a company's overall performance.</p> 

Learn twelve criteria to help you identify and select an ERP solution that fits your business needs. Find the right ERP provider that will help you implement quickly and achieve business objectives. 

This Aberdeen benchmark report takes a look back at enterprise resource planning (ERP) system trends in 2011. Learn how manufacturers performed based on their ERP implementations and the impact of their overall ERP strategies. 

This white paper provides high level definitions, opportunity identification, and future potentials for: Service Oriented Architecture (SOA), Software as a Service (SaaS), Enterprise Resource Planning (ERP) Anytime, Anywhere Availability, Mobile Devices, Web 2.0, and Report Cards or Balanced Scorecards as a Business Intelligence (BI) capability. 

This webcast explores the option of moving your contact center applications and Unified Communications strategies to the cloud. Uncover the benefits and opportunities of cloud-based solutions, and get help deciding whether being in the cloud or on-premise is best for your organization. 

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. 

This white paper details how Web 2.0 technologies support business strategies by improving efficiency and productivity as well as harnessing knowledge through collaboration. 

This paper covers many of the complications and complexities of managing a call center. It explores the various solutions available and offers pros and cons to each of the options. It shows the positive financial impact picking the right choice can have. 

Download this podcast to learn more about moving your contact center applications and Unified Communications (UC) strategies to the cloud. Uncover the benefits and pain points involved, and get help deciding if a cloud-based communication strategy is worthwhile for your organization. 

This comprehensive white paper discusses the future of contact centers. From tools to strategy this paper covers all you need to know about ensuring that your customer service stays up to date.