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Three Best Practices for Today's Profitable Contact Centers: Three Best Practices for Contributing to the Bottom Line by Avaya Inc.

July 2008 - (Free Research)
This white paper provides the three best practices for today's profitable contact centers. 
(WHITE PAPER) READ ABSTRACT |

Case Study: Golfbreaks Implements Integrated, Multichannel Contact Center by Aspect

March 2014 - (Free Research)
This brief video case study reveals how Golfbreaks.com, Europe's largest golf travel company, successfully implemented a multichannel contact center and optimized its unified communications strategy. 
(WEBCAST) 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 |

Case study: How CVS/Pharmacy found customer service success by Aspect

July 2013 - (Free Research)
This case study reveals how a unified contact center platform enabled CVS/Pharmacy – the nation's largest retail pharmacy chain – to successfully meet its multichannel customer service objectives. 
(CASE STUDY) READ ABSTRACT |

Goodman's LLP Case Study: Law Firm Plans for Contingencies with Indispensible BlackBerry Smartphones by BlackBerry

September 2011 - (Free Research)
Access this case study to learn how a company deployed WIC Messenger to automatically push an up-to-date list of PINs to each BlackBerry smartphone so users could easily contact each other in the event of a power outage or email service disruption. 
(CASE STUDY) READ ABSTRACT |

US Airways Standardizes WFM Across All Contact Centers by Aspect

September 2013 - (Free Research)
After a merger, US Airways was struggling with a great disparity between the applications used across its five call centers. It was evident that US Airways needed a single workforce management tool across all contact centers, in order to solve scheduling issues and better forecast call volume. 
(CASE STUDY) READ ABSTRACT |

Case Study: The Push For Simple, Cost-effective PCI Compliance by Dell SecureWorks UK

July 2012 - (Free Research)
To avoid fines and meet an upcoming compliance deadline, call centre services provider, RESPONSE (Building Rewarding Relationships), needed to improve security. Read this paper to learn how the organisation secured an easily installed and managed security solution that could also be deployed in time to meet the looming deadline. 
(WHITE PAPER) READ ABSTRACT |

ICBC Builds Cutting-edge Contact Center as Part of their Customer-Centric Strategy by Genesys

December 2012 - (Free Research)
This case study reveals how Canadian insurer ICBC built a flexible, cutting-edge contact center as a key part of its customer-centric strategy, enabling the company to improve routing flexibility, increase customer satisfaction, and more. 
(CASE STUDY) READ ABSTRACT |

Hilton Reservations Worldwide Achieves Efficient Staffing by Aspect

September 2013 - (Free Research)
Check out this brief case study to learn how Hilton Reservations Worldwide implemented a workforce management technology that enabled the contact center to plan, manage, and optimize staffing resources, resulting in happier agents and satisfied customers. 
(CASE STUDY) READ ABSTRACT |

Customer Experience Exchange E-Zine: Issue 3 by SearchCRM

March 2012 - (Free Research)
In this third edition of the Customer Experience Exchange e-zine, Chris Maxcer delves into world of incorporating team-building activities into contact center agents' schedules, Vangie Beal discusses Dell's six-year investment in social media and Anna Fiorentino writes about why customer loyalty has dipped nearly 10%. 
(EZINE)

Beyond VoIP: Enterprise Perspectives on Migrating to Multi-modal Communications and Wireless Mobility by Avaya Inc.

July 2008 - (Free Research)
As per this report the industry providers are already delivering the new piece parts for such convergence, although new standards are still evolving to enable maximum interoperability across converged telecommunication infrastructures. 
(WHITE PAPER) READ ABSTRACT |

Scribe - Equinox Fitness Case Study by Scribe Software Corporation

March 2008 - (Free Research)
Active and prospective members have diverse needs and interests, and Equinox uses two primary applications to adress them. 
(CASE STUDY) READ ABSTRACT |

Stikeman Elliott LLP: IT Team Offers Legal Team More Functionality in their BlackBerry Smartphones by BlackBerry

September 2011 - (Free Research)
Access this case study to learn how a busy, mobile legal team successfully developed a Blackberry application to easily look up contact lists, access internal information about their firm and have an emergency communications system in place. 
(CASE STUDY) READ ABSTRACT |

Case Study: Unified Communications and Indiana University Medical Group by CDW Corporation

September 2009 - (Free Research)
When outdated equipment and disparate systems were hampering in-house communications, customer service, and workflow, Indiana University Medical Group turned to CDW for a three-part Cisco solution. This case study gives details on the benefits they gained. 
(CASE STUDY) READ ABSTRACT |

Visa Desjardins Provides a Differentiated Customer Experience by Genesys

February 2013 - (Free Research)
Access this video case study today to learn how Visa Desjardins – the largest financial cooperative group in Canada – optimized customer service delivery by investing in a new blended call center environment. 
(WEBCAST) READ ABSTRACT |

ESRI Ensures a Single, Seamless Conversation with Customers Across All Channels by Genesys

February 2013 - (Free Research)
This case study reveals how Esri, a leading provider of GIS mapping software, redesigned the overall customer service experience in order to better support changing customer demands and improve interactions across all channels. 
(CASE STUDY) READ ABSTRACT |

UPMC Health Plan Optimizes Customer Conversations to Ensure Service Excellence by Genesys

September 2013 - (Free Research)
Consult this case study today to learn how UPMC Health Plan developed an innovative customer service strategy that provided consistent, personal customer experiences, enabled constant service improvements, and more. 
(CASE STUDY) 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 |

NJ 2-1-1 Success Story by Five9

April 2013 - (Free Research)
Read this brief case study to learn how NJ-2-1-1 implemented a cloud-based virtual contact center that successfully handled over 90,000 calls when 2012's Hurricane Sandy hit. Read on to discover the benefits they are enjoying from this system. 
(CASE STUDY) READ ABSTRACT |

Workforce Management Helps Build an Integrated Resource Strategy by Aspect

September 2013 - (Free Research)
View this brief case study to learn how BGS invested in new workforce optimization tools in order to achieve more effective resource planning, and in turn produce more satisfied employees and customers. Discover the strategy BGS followed and the benefits they experienced as a result. 
(CASE STUDY) READ ABSTRACT |

Web Lead Evaluation and Scoring Study by KnowledgeStorm, Inc (E-mail this company)

April 2006 - (Free Research)
KnowledgeStorm and The Artemis Group conducted an in-depth analysis of 15,452 Web leads generated by KnowledgeStorm. The objective of this study was to identify characteristics of Web leads that maximize sales opportunities and to debunk myths around what makes a good sales lead. 
(WHITE PAPER) READ ABSTRACT |

Healthcare provider boosts care with the cloud by Dell, Inc.

March 2014 - (Free Research)
This case study tells how one healthcare provider was able to improve patient facing time by 5 percent and virtual contact by 20 percent using a private cloud solution. This solution was able to improve efficiency while cutting costs despite increasing demands. 
(CASE STUDY) READ ABSTRACT |

Case Study: Henderson Global Investors Bolsters Microsoft SharePoint Adoption with DocAve by AvePoint, Inc.

August 2011 - (Free Research)
This case study details the efforts of Henderson Global Investors, an asset management firm, to improve their SharePoint-based content management, backup and administrative functions using AvePoint's DocAve Software Platform. 
(CASE STUDY) READ ABSTRACT |

Podcast - Eight Rules for Creating Great White Papers by KnowledgeStorm, Inc (E-mail this company)

March 2006 - (Free Research)
White papers are one of the most misunderstood, miswritten and misused marketing tools available. While many companies think they need a white paper, few manage to write, design or use them to their full potential. This podcast outlines eight key steps to take when writing a white paper and what you should do once the paper is written. 
(PODCAST) READ ABSTRACT |

Eight Rules for Creating Great White Papers by KnowledgeStorm, Inc (E-mail this company)

May 2005 - (Free Research)
White papers are one of the most misunderstood, miswritten and misused marketing tools available. While many companies think they need a white paper, few manage to write, design or use them to their full potential. This paper outlines eight key steps to take when writing a white paper and what you should do once the paper is written. 
(WHITE PAPER) READ ABSTRACT |

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