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Featured Sponsors
Getting the Right "Blend" in your Contact Center by Five9
January 28, 2013 - (Free Research)
Contact centers that offer both inbound and outbound capabilities have the ability to maximize revenue and optimize productivity. Read this white paper to learn more about a solution to help your business gain the most revenue. Find out some of the advantages provided by cloud-based call centers by reading this resource now.
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Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis by inContact
May 06, 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).
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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.
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Top 5 Ways to Make IVR Work for You and Your Customers by inContact
September 2010 - (Free Research)
This paper will help you find this crucial balance between financial efficiency and customer experience with 5 IVR best practices to help you ensure satisfaction all around. These methods have been developed by call center experts with years of experience in the call center space. Read on to learn about the top 5 ways to make IVR work for you.
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Oracle Magazine: Modernize your IT by Oracle Corporation UK Ltd
July 2012 - (Free Research)
This issue of Oracle ONE Magazine offers advice on ridding your organization of complex, outdated IT and explores how Oracle can make this modernization simple.
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The Inner Circle Guide to Cloud-Based Contact Center Solutions by Five9
January 2013 - (Free Research)
Consult this white paper to help determine if you're ready to make the transition to a cloud-based contact center. It outlines the many positive factors driving the uptake of cloud-based solutions, including, financial, functional, operational and strategic. Learn more about cloud-based contact centers by reading this white paper now.
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VW Credit, Inc. by Aspect
March 2008 - (Free Research)
Implementing Aspect eWorkforce Management and its Perform enhancement enabled VCI to optimize its agent performance by allowing better forecasting and more accurate planning, as well as more effective scheduling.
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Navy Federal Credit Union becomes trusted advisor with Infor by Infor
December 2012 - (Free Research)
Providing your customers with accurate, timely, pertinent information is the cornerstone of success for any client-based business. Check out this brief case study to lean how Navy Federal Credit Union implemented a cross-servicing platform to monitor customer interactions and provide more relevant services and information to their clients.
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The 10 Worst Practices for Technical Support and How to Overcome Them by NTR Global
October 2009 - (Free Research)
This white paper will explore 10 of the "worst practices" that are common to customer support operations. We will discuss how these worst practices can creep in to your contact center and ways to deal with them. We will also touch on how to eliminate well‐intentioned management blunders and discuss good and bad uses of support technology.
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The 6 Most Crucial Storage Requirements for Managed Service Providers by Oracle Corporation UK Ltd
May 2012 - (Free Research)
An understanding of these requirements, and how they interact with Oracle's Pillar Axiom storage system, requires an understanding of the delivery structure and financial underpinnings of the service provider industry. Check out this comprehensive white paper to explore the 6 major storage requirements for managed service providers.
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The Total Economic Impact of Microsoft Exchange 2010 by HP & Intel®
November 2009 - (Free Research)
This study illustrates the financial impact of deploying Microsoft Exchange 2010 for a retail and distribution organization of 1,500 employees and $450 million in annual revenue.
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Podcast - Improve Results with an Intelligent Content Strategy by KnowledgeStorm, Inc
(E-mail this company)
March 2006 - (Free Research)
The Internet enables prospects to search for you rather than the other way around. You must place expertly crafted content wherever prospects might be searching. This podcast describes how marketers are leveraging a new methodology called Intelligent Content Strategy to attract more prospects that are looking for their solutions.
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Leaders and Laggards in the Digital Economy by ComputerWeekly.com
March 2012 - (Free Research)
The digitisation index from Booz & Co reveals the business leaders and laggards in the digital technology and explains why it is vital to embrace it.
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For the Business Analyst, Why Relationships Trump All! by Global Knowledge
June 2011 - (Free Research)
The business analyst is the central point of contact between executives, operations and IT. Access this resource for an in-depth overview of the business analyst position and how it relates to IT.
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The Good, Bad and Necessary: The Complete Guide to PCI 6.6 Success by Breach Security
June 2009 - (Free Research)
This resource provides IT security professionals with the information needed to understand PCI compliance and specifically, one of the standard's latest requirements, 6.6. In addition, the paper offer tips for successful PCI 6.6 compliance and highlights compliance successes from real-world companies.
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Oracle Sun ZFS Storage Appliance: Efficient Storage with Advanced Analytics by Oracle Corporation UK Ltd
July 2012 - (Free Research)
This ESG Lab Validation report documents the results of hands-on testing of the Oracle Sun ZFS Storage Appliance. Testing focused on ease of deployment, high performance, efficiency of hybrid columnar compression, effectiveness of system analytics, and high availability through multiple failure scenarios. Read now to learn more.
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Slashing Energy Costs by Improving Storage Efficiency by Oracle Corporation UK Ltd
December 2010 - (Free Research)
This paper examines some of the innovative ways in which organizations all around the world are optimizing storage resources to save space, improve performance and reduce energy waste and costs.
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Building Relationship Capital: Client Relationship Management for the Capital Markets by Pivotal CRM, a CDC Software solution
January 2011 - (Free Research)
Current market trends in investment banking research demand a rapid, sophisticated response, not just in terms of corporate strategy, but in the technologies to support these strategic moves. Learn how CRM technology helps capital-markets firms streamline investment-banking activities, increase brokerage trade volume and meet compliance challenges.
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Webinar: Why BPO American Support Chose a Cloud Contact Center by Five9
June 2013 - (Free Research)
In this in-depth webcast, discover the top seven reasons why American Support, a leading outsourced contact center company, chose the cloud for their contact center and explore the benefits they currently experience from this strategy. Also, learn the most important questions to ask a cloud provider when looking into cloud technology.
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Contact Center Consolidation by CosmoCom, Inc.
March 2008 - (Free Research)
Improving access to contact center resources is more challenging when agents are distributed across multiple locations. View this webcast for insight into Contact Center Consolidation.
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A contact center manager's guide to integrating self-service by KANA
(E-mail this company)
August 2012 - (Free Research)
Leveraging self-service technologies in your contact center can significantly reduce costs, but successful implementation is tricky. Gain expert advice on how to ensure your self-service contact center initiative is a success. Read on to learn self-service contact center best practices, how to obtain executive support, and more.
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Overhauling a Legacy Contact Center: Starting Steps by Five9
May 2013 - (Free Research)
Overhauling legacy contact center technology is often costly and time-consuming, but it doesn't have to be. This expert e-guide offers advice on deciding when it's time to upgrade your contact center, making the business case for an overhaul, and important change management considerations.
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