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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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Building a Business Case for your Next-Generation QA Solution by Calabrio, Inc.

June 21, 2011 - (Free Research)
This white paper shows you how to build your business case and obtain approval for a new or upgraded contact center quality assurance and recording solution. 
(WHITE PAPER) READ ABSTRACT |

5 Ways to Optimize Your Workforce for Customer Contact in a Social Marketplace by Aspect

August 29, 2013 - (Free Research)
This white paper discusses how workforce, quality and performance management capabilities provide practical business processes and tools for effective staffing, monitoring, reporting, evaluation and coaching. 
(WHITE PAPER) READ ABSTRACT |

Top 10 Tips on Getting Started with Speech Analytics by Verint Systems

April 2008 - (Free Research)
By enabling enterprises to mine large volumes of recorded customer/agent voice interactions, speech analytics is redefining quality in a way that can promote greater customer satisfaction, loyalty, and value. 
(WHITE PAPER) 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 |

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 |

WebSmart Services by Melissa Data Corp

April 2010 - (Free Research)
Melissa Data’s WebSmart Services can handle your data quality needs. Ensure that your contact data, including addresses, names, phone numbers, and emails are valid, and use existing data to append additional information to enhance initiatives. The WebSmart services can be integrated into the business chain to ensure the integrity of your database. 
(WHITE PAPER) READ ABSTRACT |

Five Steps to Ensuring a Successful VoIP Migration by inContact

September 2010 - (Free Research)
This paper presents five key steps that will ensure a successful migration from legacy voice technology to VoIP in a contact center or enterprise environment. Continue reading to learn more about these five steps and learn how they can help you. 
(WHITE PAPER) READ ABSTRACT |

Using electronic contact details for marketing by Experian QAS

December 2009 - (Free Research)
What does an e-Marketer do when he or she gets to work? What tasks do they perform that are impacted upon by legislation and regulation? Let's take a look at a simplified view where we acquire, hold and use electronic contact information e.g. email addresses and see how legislation and regulation has an impact. 
(WHITE PAPER) 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 |

Doing More with Less: Next-Generation Strategies and Best Practices for Customer Service by eGain Communications Corp.

December 2003 - (Free Research)
Download a complimentary white paper on how world-class companies sustain service excellence, improve contact center productivity and reduce costs to beat their competitors in today's tough business environment. 
(WHITE PAPER) READ ABSTRACT |

Pervasive Data Profiler v4 by Pervasive Integration

January 2008 - (Free Research)
Pervasive Data Profiler™ ensures data quality. Proactively audit all types of data; automate testing against changing business data quality needs and compliance regulations. Get hyper-fast, multithreaded processing of large data sets or sample data 
(WHITE PAPER) READ ABSTRACT |

Gartner: The future of videoconferencing by ComputerWeekly.com

September 2010 - (Free Research)
With a transition to new endpoints, capabilities and services, changes are on thehorizon for videoconferencing, and the emphasis is now shifting to improvingendpoint coverage and adding reach. 
(WHITE PAPER) READ ABSTRACT |

Case Study: TORO National Support Network by NEC Corporation

August 2009 - (Free Research)
Read this case study to learn how NEC solutions helped TORO improve contact-center service quality scores, improve staff productivity, improve business operations and enhance system flexibility. 
(CASE STUDY) READ ABSTRACT |

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. 
(SOFTWARE PRODUCT)

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. 
(HARDWARE PRODUCT)

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. 
(WHITE PAPER) READ ABSTRACT |

Public complaints case study by SAS

March 2013 - (Free Research)
With large volumes of data pouring into the Hong Kong Efficiency Unit's call center, they needed a way to manage this information and provide excellent customer service. Read this brief case study to see how they leveraged a visual analytics platform to take more effective action and make better decisions. 
(CASE STUDY) READ ABSTRACT |

IFS Enterprise Asset Management - EAM / CMMS by IFS

IFS Enterprise Asset Management (EAM) is an information management system that connects all departments and disciplines within a company, making them an integrated unit. 
(SOFTWARE PRODUCT)

Comprehensive Testing for Siebel With Oracle Application Testing Suite by Oracle Corporation

February 2010 - (Free Research)
Read this white paper to learn how Oracle Application Testing Suite (ATS) can help organizations ensure the quality and performance of their Siebel applications. 
(WHITE PAPER) READ ABSTRACT |

Enhancing Interaction Center ROI in Turbulent Economic Times by SAP America, Inc.

April 2009 - (Free Research)
Interaction center managers, along with their counterparts in sales, marketing, and service, are being asked to deliver greater value on shoestring budgets. While the conventional reaction in tough economic times is to simply cut costs and services, the nature of the current downturn indicates that austerity measures of the past won't work today. 
(WHITE PAPER) READ ABSTRACT |

The Customer Service Balancing Act by Jive Software

July 2013 - (Free Research)
Access this helpful resource to discover a customer service technology that provides complete integration of all your customer communication channels so that you can achieve a unified view of customer interactions. Read on to discover how this peer-based strategy can cut costs while enhancing customer service by reading now! 
(WHITE PAPER) READ ABSTRACT |

FCR Done Right! by Enkata Technologies

April 2012 - (Free Research)
Access this white paper to learn how to build an operational FCR program without sacrificing your budget. 
(WHITE PAPER) READ ABSTRACT |

Delivering a Superior Customer Experience by Avaya

April 2012 - (Free Research)
Research shows that 90% of customer service decision-makers believe delivering quality service is paramount to success. But with tight budgets, businesses today need cost-effective ways of achieving higher service levels. Read on to learn how collaboration in your contact center can keep costs low while increasing service levels. 
(WHITE PAPER) READ ABSTRACT |

Six Solutions for What's Keeping Executives Up at Night by Citrix Online- GoToAssist

October 2011 - (Free Research)
This comprehensive white paper highlights six solutions to the issues support executives face on a daily basis. 
(WHITE PAPER) READ ABSTRACT |

Verint Solutions in Action AAA Washington: A Case Study by Verint Systems

April 2008 - (Free Research)
ULTRA and ULTRA analytics have equipped AAA Washington to more readily meet its compliance requirements and customer experience objectives. 
(CASE STUDY) READ ABSTRACT |

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